Consumer Rights
When you have a grievance about a defective product, deficient service, unfair trade practice, or e-commerce refund
Your rights
6 rights, every one grounded in a specific statutory section.
Right to file a complaint in the District Consumer Disputes Redressal Commission for claims up to Rs. 1 crore.
CPA s. 34Jurisdiction of District Commission — complaints up to Rs. 1 croreRight to approach the State Consumer Commission for claims between Rs. 1 crore and Rs. 10 crore, and the National Commission for claims above Rs. 10 crore.
CPA s. 47Jurisdiction of State Commission — Rs. 1 crore to Rs. 10 croreRight to file a consumer complaint online through the e-Daakhil portal without engaging a lawyer.
CPA s. 35Manner of filing complaint — including through electronic meansRight to compensation for defective goods, deficient services, unfair trade practices, and misleading advertisements.
CPA s. 39Findings of District Commission — orders for compensation, refund, replacementRight to a refund, replacement, or repair for e-commerce purchases — e-commerce entities must acknowledge and address complaints within 48 hours.
CPA s. 94E-commerce consumer rights — seller and platform liabilityRight to file class action (representative) complaints affecting multiple consumers of the same class.
CPA s. 35(1c)Representative complaints — one consumer may file on behalf of many
Your duties
What you must do so the law is on your side.
File your complaint within 2 years of the cause of action — the Commission has discretion to condone delay for sufficient cause but early filing is safer.
CPA s. 69Limitation period for consumer complaints — 2 years from cause of actionPreserve all purchase receipts, warranty cards, delivery confirmations, and communication records — these are your evidence.
Send a formal grievance notice to the seller or service provider before filing a Commission complaint — this gives them an opportunity to resolve and strengthens your case.
Do say
- ·“I want to file a formal written complaint with your customer grievance team and receive a written acknowledgement.”
- ·“I am entitled to a refund / replacement within [statutory or contractual period]. Please confirm in writing.”
- ·“I am aware of my rights under the Consumer Protection Act 2019.”
- ·“If this is not resolved, I will file a complaint with the District Consumer Commission and report to CCPA.”
- ·“Please provide me the name and contact of your nodal grievance officer.”
Do not say
- ·Do not sign any settlement or waiver without reviewing it — it may bar your further legal remedies.
- ·Do not dispose of the defective product or packaging before the case is resolved — it is your evidence.
- ·Do not accept store credit as a substitute for a cash refund if that is not what you want.
- ·Do not miss the 2-year limitation period — file your complaint in time.
Get a lawyer immediately if
- ·If a company asks you to sign a "no liability" waiver to get a refund — do not sign anything without a lawyer.
- ·If you are approaching the limitation period of 2 years — file immediately. Consult a lawyer if unsure.
- ·If the product caused injury or death — escalate to the CCPA and consult a lawyer immediately.
- ·If a dark-pattern subscription was imposed without clear consent — report to CCPA and consult a lawyer.
- ·Do not accept partial settlements if you suffered significant harm — know your full entitlement first.
Emergency contacts
National helplines available 24/7.
- National Consumer Helpline1800114000
- CCPA Helpline1800114000
- e-Daakhil Consumer Portal Helpline1800114000
Statutory references
Every right and duty above is anchored in one of these.
- CPA s. 34District Commission jurisdiction — up to Rs. 1 crore
- CPA s. 35Filing of complaint — includes e-Daakhil
- CPA s. 39Commission orders — refund, compensation, replacement
- CPA s. 47State Commission jurisdiction — Rs. 1 to 10 crore
- CPA s. 69Limitation period — 2 years
- CPA s. 94E-commerce consumer rights
Need this in an emergency?
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Get the mobile app →Not legal advice. This guide is a citation-grounded reference, not a substitute for a lawyer. If your rights have been violated or you need to act on something specific, consult an advocate. We do not connect citizens to lawyers (BCI Rule 36 compliant).
Every right and duty above maps to a section of an Indian statute. We do not generate legal text — every quoted citation is sourced from BNS / BNSS / BSA / Constitution / the relevant special Act and verified before publication.