Shopping & services › Online order problem
Received a fake or used product online
What usually matters in this situation, and the papers to keep ready before you meet an advocate or free legal aid (call 15100).
Return windows are shortRaise it in the app now, even if you also complain elsewhere. Keep the item and packaging.
Make my own list — free, 2 minutes
Your situation
- What went wrong? Fake or used item
Do these now
- File on National Consumer Helpline (1915 / consumerhelpline.gov.in)
Most e-commerce refunds are settled here. Where: consumerhelpline.gov.in
Papers to gather
- Order page, invoice and seller name
Basic proof of the purchase. Where: App order history, email. - Key dates: order, promised delivery, complaint, and any refund promise
Shows delays against the platform's own promises and the 1-month redress rule. Where: Your notes and app. - Payment proof
Needed for refund and chargeback. Where: Bank / UPI statement. - Unboxing video / photos of what arrived
The key proof for wrong, empty, fake or damaged items. Where: Your phone. - Product listing as it was when you ordered
Proves it was not as described. Where: Product page.
You may also need, depending on your answers
- Complaint tickets, chat transcripts and replies — Shows the platform had a chance to fix it.
- Write to the platform's grievance officer (details on its website) — They must acknowledge within 48 hours and redress within one month.
- Dispute the charge with your card issuer or bank — Can reverse the payment if the platform fails.
What the law says
Consumer Protection (E-Commerce) Rules, 2020 apply to platforms and sellers. Complaints can go to the National Consumer Helpline (1915), then the Consumer Commission on e-Jagriti within 2 years. From 1 January 2027, amended e-commerce rules also require platforms to take part in the National Consumer Helpline process and add new disclosure duties.
General information, not legal advice.
Saboot will also ask
- How did you pay?
- Have you complained to the platform?
- Roughly how much is involved?
Similar situations
- Online order never arrived but shows delivered
- Got a brick or empty box instead of the phone
- Seller refuses to accept a return
- Order cancelled but money not refunded
- Damaged item delivered and seller blames courier
- Cash on delivery order — delivery person took extra money
- Instagram seller took money and blocked me
- Food delivery order was wrong, spoilt or missing
Sources
- Consumer Protection (E-Commerce) (Amendment) Rules, 2026 — G.S.R. 789(E), 9 Sep 2026, effective 1 Jan 2027 (official PDF)
- Consumer Protection Act, 2019
- National Consumer Helpline (1915)
The full guide: Online order problem — not delivered, wrong item, fake, or return refused · All situations