What can you do if an e-Commerce Platform Refuses Refund?

It's difficult, but not impossible, to track down online vendors who fail to deliver on their promises. The first move is to contact the website's or seller's customer service department. Except for fake shopping sites, where getting your money back is nearly impossible, reputable sites will fix problems after going through the redress process and doing some follow-up.

Wed Jun 29 2022 | Civil Litigation and Others | Comments (0)


Online shopping in India comes with certain risks especially because you have to make a purchase without  seeing or testing the product, whether it's clothing, cosmetics, personal care  items, shoes, or electronic goods. You can often need to return items due to  problems with size, fit, quality, colour, or delivery, and thus you should be  able to get a refund or a replacement.

What are the different types of e-Commerce models?

The 4 main types of  e-commerce models are as follows:

What  are the Laws governing e-Commerce Policies in India?

What  is a Refund and cancellation policy?

A cancellation occurs  when a consumer returns an item purchased on an e-commerce website. This could  be due to poor quality or faulty product; products that do not meet the  requirements as advertised on the website at the time of purchase, or it could  be that the customer found the same product with the same quality for a lower  price elsewhere.

A refund policy of an  E-commerce platform states that if a consumer is unhappy with a product or  service, they will return it and receive a refund for the amount paid at the  time of purchase. In certain situations, the consumer has a time period beyond  which they cannot return the product, such as 7 days or 40 days from the date  of delivery.

Role  of the Consumer Protection Act, 2019

New rules and regulations  regarding customer grievances were introduced by the Consumer Protection Act of  2019. To protect consumers' interests, a Central Consumer Protection Authority is  to be formed under this act. Under this law, the vendor cannot refuse to accept  back faulty or late-delivered products or goods that do not meet the website mentioned  specifications.

The Act provides that:

How  is the Consumer Protection Act of 2019 different from the 1986 Act?

Information  Technology Amendment Act, 2008 and e-Commerce 

E-commerce aids in the elimination of pen and paper transactions, paving the way for digital transactions. As a result, writing and signatures can no longer be used as legal evidence. In such a scenario, legal changes in e-commerce were needed. This act has a significant impact on the legal infrastructure as well as the laws and regulations that govern how the E-Commerce industry operates. The creation of such an act was required in order to protect consumers' privacy and security concerns. This law governs the collection, storage, and exchange of personal information collected from visitors to an e-commerce website.

Objectives  of the Act

Providing legal status  for transactions conducted online in the E-Commerce industry, digital  signatures can be used to verify any details instead of pen and paper-based  methods:

What policy agreements must platforms have?

Any commerce company must have the following three legal agreements:

The  types of information that the organisation collects from consumers, the reason  for collecting such data, and the rules for sharing such information are all  covered by the privacy policy. Under the Technology and Amendment Act of 2008,  and the Information Technology Rules of 2011, the company is expected to have  this agreement.

Contents  of a return and cancellation policy of an e-Commerce platform

The following primary  points should usually be included in a return and refund policy:

Remedies  if the e-Commerce platform refuses to refund money to the consumer

Tips for consumers to  have a hassle free experience on an e-Commerce platform


E-commerce,  or electronic commerce, refers to the buying and sale of goods and services, as  well as all other commercial transactions that take place over the internet. Today, E-Commerce has grown to be a  $46 billion sector in  India and has aided  millions of vendors in expanding their markets by allowing them to sell their  goods on a much larger scale online, something that would have been nearly  impossible in the conventional go-and-buy retail industry.

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