Mumbai Consumer Forum Directs Flipkart to Refund and Compensate Customer for Rejecting Product Return

Last Updated on November 26, 2024 by Amit Patra

In a significant order that underlines consumer rights in e-commerce, a Mumbai District Consumer Redressal Forum has directed Flipkart and its product seller to refund and pay compensation to a customer who refused to take back a so-called substandard nutrition drink. The forum categorically held that the “no return policy” is an unfair trade practice, coupled with a deficiency in service on the part of the platform.

The complaint, which was filed by one Taruna Rajput, had purchased 13 units of Herbalife Nutrition Fresh Energy Drink Mix from Flipkart for ₹4,641. When Rajput received her product on October 14, 2023, the color and texture of the product appeared peculiar, and the label did not bear a Quick Response or QR code. She suspected that the product may not be genuine and approached Flipkart for returning the items. Flipkart refused her grievance for return, stating its “no return policy.”

The evidence, which included photographs and SMS correspondence, was scrutinized in minute detail, after which the Consumer Commission held Flipkart liable for maintaining the quality of products on its marketplace. The forum made it clear that an e-commerce platform cannot shrug off liability by just incorporating a blind no-return policy when the genuineness of a product is dubious.

While setting aside the complainant’s prayer for ₹50 lakh as damages for insufficient evidence to prove harmful ingredients, the forum gave a balanced judgment. The forum directed Flipkart and the seller to refund the entire cost of the product amounting to ₹ 4,641 along with 9% interest from October 21, 2023, and further saddled them with ₹ 10,000 as costs of litigation.

This ruling has deeper implications for e-commerce platforms: consumer protection laws do indeed demand transparency, assurances of quality, and the practice of fairness. It sends a clear message-the arbitrary return policies cannot override consumer rights or serve as a shield against potential product deficiencies.

By holding Flipkart liable, the Consumer Forum once again instated the fact that e-commerce platforms must ensure customer satisfaction and quality of products over and above rigid, unfriendly-to-consumer policies. This order has set an important precedent to safeguard consumer interests in the evolving digital market space.