What are my return rights for online purchases?

E-commerce platforms must have a clear return policy. Defective products must be replaced or refunded regardless of the return window. Platform must provide a customer grievance officer.

Under the Consumer Protection (E-Commerce) Rules 2020, every e-commerce platform must clearly display their return, refund, and cancellation policies. Key rights include: you can return defective products even after the return window for manufacturing defects; the platform must process refunds within a reasonable time (typically 5-7 days); the platform must appoint a customer grievance officer and display their details prominently; the platform cannot manipulate prices or deceive consumers; you must be able to cancel orders before dispatch. If the platform does not honor its return policy, file a complaint with the grievance officer first, then escalate to the consumer forum. Keep screenshots of the product listing, order confirmation, and all communications.

• Consumer Protection (E-Commerce) Rules, 2020
• Consumer Protection Act — Section 2(9) (Consumer Rights)