Consumers must know their rights before buying a product in e-Commerce. Know how to file consumer complaints online.
Consumerism is rapidly increasing among the younger generation with the advent of Globalization and Digital world. The shopping became feasible with one one-touch click which saves a lot of time and accessing many brand products at one stop. Moreover, cheaper internet rates and free applications are drawn many youngsters to access the internet, go online shopping in apps, buy a product and deliver at the door step.
What if the product we received is substandard, one or more defects, imperfection, shortcomings in quality and even hazardous to one's life. Do the Digital Consumers have the right to approach the authority for the defective products bought in e Commerce websites. Yes, the recent amendments in the Consumer Protection Act, 1986 brought the changes to include e-Commerce" to protect the interest of digital consumers.
Consumer means any person who buys the product which has been paid completely or partially paid under any system of deferred payment like Equated Monthly Installment (EMI). The consumer has the rights of being the consumer of a particular product such as
- Right to be protected against the marketing of goods, products, or services which are hazardous to their life and property.
- Right to be informed about the quality, quantity, standard price of goods, products or services to protect them from unfair practices like misleading cost or deceptive pricing.
- Right to be assured to access s variety of goods, products or services at competitive prices in order to avoid monopolization of particular brand.
- Right to be heard the consumer's complaint the t appropriate forum to come forward and raise their voice against defective goods, products, or services.
- Right to seek grievance redressal mechanisms like approaching the District Consumer Redressal Commission if the value of goods, products, or services below 1 crore to settle the genuine grievances of the consumers.
- Right to be aware of the products, goods, or services in order to choose the right product for consumers' demand/necessity, safety, and security.
Liabilities of e-Commerce
- e-Commerce sites must appoint a Grievance Redressal cell to redress the grievances lodged by the consumers within one month.
- Acknowledge the receipt to the consumers for the products received within 48 hours.
- The e-Commerce marketplace must ensure the products, goods or services in conformity to descriptions, images are accurate, corresponds directly with the design, color, appearance of the products.
- In case the sold product is defective or damaged or contrary to their descriptions by the online retail seller, they must liable to "product liability
How to proceed if the received goods, products services are defective?
A Consumer can send a notice to the e-Commerce sites/ Online retail seller regarding the defective, damaged products. Before filing a complaint to the District Consumer redressal authority, the consumer must bring notice to the seller regarding the defective or damaged products. If the online retail seller unwilling to pay compensation for providing the good product within one month from the date of receipt of the complaint. Then the consumer can approach the Consumer redressal authority for protecting the interest of the consumer and against unfair practices.
A consumer can lodge an online complaint here
consumerhelpline.gov.in or App to protect them from unfair and unscrupulous practices. The grievances to come to logical conclusions may take up to 60 days from the date of the register in the consumer portal. However, if the grievances could not be satisfied for the consumers from the consumer helpline, they can approach the District Forum here
E daakhil http://edaakhil.nic.in.
Like buying a product, case filing is at your click.
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