East Delhi District Consumer Disputes Redressal Commission Slams Amazon & Appario Retail withFine for Wrong Laptop Delivery and Refund Denial

 🛒 East Delhi District Consumer Disputes Redressal Commission  Slams Amazon & Appario Retail with ₹70,000 Fine for Wrong Laptop Delivery and Refund Denial

By: Advocate Amarjeet Singh
Public Right Action Network (PRAN)

In a landmark decision, the East Delhi District Consumer Disputes Redressal Commission has held Amazon Retail India Pvt. Ltd. and Appario Retail Pvt. Ltd. jointly liable for delivering an incorrect laptop and subsequently denying a refund. This case underscores the growing accountability of e-commerce platforms in India and highlights the importance of consumer rights.

📦 Case Background

On December 26, 2023, Harjas Singh Sondhi ordered an HP Pavilion laptop for ₹61,990 through Amazon's online platform. However, upon delivery, he received an outdated IBM ThinkPad instead. Despite promptly returning the incorrect product and providing photographic evidence, his refund request was denied. Amazon cited a vague "Use Policy" and alleged discrepancies in the returned product.

⚖️ Court's Ruling

The Commission found Amazon and Appario Retail's defenses evasive and lacking in clarity. It ruled both companies jointly responsible for deficiency in service and unfair trade practices. The court ordered them to:

• Refund the full purchase amount of ₹61,990 with 9% annual interest from the date of payment.

• Pay ₹10,000 for mental agony and ₹7,500 towards litigation costs.

The refund must be processed within 30 days; otherwise, the interest rate will increase to 11%.

📝 Legal Implications

This ruling highlights the growing scrutiny of e-commerce platforms in India. It emphasizes the need for transparent refund policies and accountability. The Commission also recommended that deliveries be photographed or videographed to prevent disputes regarding the delivered product.

✅ Consumer Takeaways

Consumers should:

• Capture photos of the parcel and the product upon delivery.

• Preserve all order-related communications and invoices.

• Alert the platform immediately upon noticing any discrepancy or damage.

• Request all policy documents in writing if a claim is denied.

Such measures can significantly ease the process of resolving disputes with online retailers.

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