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Seller refuses to accept a return

What usually matters in this situation, and the papers to keep ready before you meet an advocate or free legal aid (call 15100).

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Your situation

What went wrong? Return or refund refused

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.

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?

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Similar situations

Sources

The full guide: Online order problem — not delivered, wrong item, fake, or return refused · All situations