Product not delivered from online shopping — what to do?

Contact the seller/platform for refund, file complaint on the e-commerce platform, then approach Consumer Forum or cybercrime.gov.in if unresolved.

If you ordered online and the product was not delivered, or the wrong/defective product was sent, you have strong consumer rights. Step 1: Contact the seller and e-commerce platform through their grievance mechanism — most platforms have a 7-15 day return/refund window. Step 2: If the platform does not resolve it, file a formal complaint on the National Consumer Helpline (1915) or the INGRAM portal. Step 3: File a complaint on the e-commerce platform's grievance officer (mandatory under Consumer Protection (E-Commerce) Rules, 2020). Step 4: If the amount is significant or you suspect fraud, file at cybercrime.gov.in and your nearest police station. Step 5: File a case in Consumer Dispute Redressal Forum — for amounts up to Rs 50 lakh, approach District Forum; up to Rs 2 crore, State Commission. No lawyer is needed for consumer court. Keep all evidence: order confirmation, payment proof, delivery tracking, and screenshots of communication.

• Consumer Protection Act, 2019 — Section 2(47) (Unfair trade practice)
• Consumer Protection (E-Commerce) Rules, 2020
• IT Act Section 66D — Cheating by personation
• BNS Section 318 — Cheating