Can a shop refuse return or refund?

If the product is defective, you have the right to return, replacement, or refund.

Under the Consumer Protection Act, if you receive a defective product or the product doesn't match the description, you have the right to a replacement, repair, or refund. For online purchases, most platforms must offer returns within the specified return window. However, for non-defective products, the return policy depends on the seller's terms. You can file a consumer complaint if the seller refuses to address a genuine defect.

• Consumer Protection Act — Section 2(9) (Consumer Rights)
• Consumer Protection Act — Section 84 (Product Liability)
• Consumer Protection (E-Commerce) Rules, 2020