Markets and shopping
Online Shopping Return Policy: Your Rights in India
Written by Kota Market Editorial Team · Updated
Many people in Kota now buy as much online as they do in the bazaar: phone cases, coaching books, kurtas, even Kota Doria from sellers in other cities. The trouble starts when something arrives wrong and the app says “non-returnable”. This guide explains what an online shopping return policy has to tell you in India, where a seller’s policy stops and the law takes over, and the steps that usually get a refund moving. It is general information, not legal advice.
The rules that apply to online shopping
Online sales are covered by the Consumer Protection Act, 2019 and, specifically, the Consumer Protection (E-Commerce) Rules, 2020. The rules apply to marketplaces (apps and sites that list many sellers) and to inventory sellers (sites that sell their own stock), and to sellers on those platforms.
In plain terms, the rules require:
- Clear policies before purchase. Sellers must show their return, refund, exchange, warranty and guarantee, delivery and shipment terms, and the platform must make them visible before you pay.
- Seller details. Marketplaces must show who the seller is, including name and address, so you know whom you are actually buying from.
- A grievance officer. Every platform must name a grievance officer and contact details. The officer must acknowledge your complaint within 48 hours and redress it within one month.
- No unfair cancellation charges. A platform cannot charge you for cancelling unless it bears similar charges when it cancels an order on its own.
- No refusing refunds for faulty goods. A seller cannot refuse to take back goods or refund you if the goods are defective, deficient or spurious, not as advertised, or delivered late against the stated schedule.
Change of mind vs something wrong
As in a shop, there are two different situations. Our no exchange no refund guide explains this for counter purchases; online it works the same way:
Change of mind. You ordered the wrong size, the colour looks different on your screen, or you no longer need it. Whether you can return it depends on the seller’s policy shown at checkout. Many listings offer a return window; some categories, such as innerwear, cosmetics or customised items, are often marked non-returnable. If the policy said no returns, you generally have to accept it.
Something is wrong. The item is broken, fake, a different product, missing parts, or noticeably not what the listing described (“pure cotton” that is polyester, “handwoven” that is power-loom). Here the seller cannot hide behind a “non-returnable” tag. The same goes for a delivery that arrives well after the date you were promised.
Dark patterns to watch for
In 2023 the Central Consumer Protection Authority issued guidelines listing dark patterns, design tricks that steer buyers into choices they did not intend. Common ones to look out for:
- False urgency: “only 2 left” or countdown timers that reset.
- Basket sneaking: an insurance, donation or add-on quietly added to your cart.
- Drip pricing: a low price on the listing and extra charges appearing at the last step.
- Subscription traps: easy to start, hard to cancel.
- Confirm shaming: wording that makes you feel guilty for declining an offer.
Remove anything you did not choose before paying, and report persistent tricks on the National Consumer Helpline.
Before you buy: five checks
- Read the return policy for that listing, not the platform’s general page. Policies differ between sellers on the same app.
- Check who the seller is. A seller name and address you can identify is a good sign; an unnamed seller is a reason to slow down.
- Check the official marks that apply offline too: a BIS registration number on chargers, a hallmark and HUID on gold, and a GI or handloom label on textiles.
- Screenshot the listing and policy. Pages can change after a dispute starts.
- Prefer payment methods with a clear refund route. If you pay by UPI, read our UPI fraud guide first; never share a PIN to “receive” a refund.
After delivery: what to do if something is wrong
Record the parcel as you open it, especially for phones and electronics. If something is wrong, act within the return window even if you are still deciding. Raise the issue in the app with photos and a short, specific description. If the app rejects it, write to the grievance officer and mention that the goods are defective or not as described. Keep every message.
If the platform still does not help, use the National Consumer Helpline (toll-free 1915 or the online portal), which handles a large share of e-commerce complaints and forwards them to the company. As a last step you can file a case before the District Consumer Commission through e-Jagriti. Our consumer complaint guide walks through each stage.
Refunds: what to expect
Refunds usually go back to the original payment method. For cash-on-delivery orders, the platform will ask for a bank account or UPI ID; enter it only inside the official app, never through a link sent by a “support agent” on WhatsApp or a phone call. Fake refund calls are a common scam. A genuine platform does not need your PIN, OTP or screen-sharing to send you money.
Medicines, electronics and used goods online
A few categories need extra care when bought online:
- Medicines: buy only from pharmacies that show their licence and ask for a prescription where needed. Our guide on how to check if a medicine is genuine explains the QR code on top brands and what the bill should show.
- Used and refurbished electronics: marketplace listings vary widely. Our guide to buying a second hand laptop lists the checks for papers, serial numbers, batteries and device locks.
- Helmets and safety products: check the BIS licence number in the listing and on the product when it arrives; our ISI helmet guide shows how.
Online or local?
Online shopping is convenient and sometimes the only option for a particular item. But for textiles, stone, jewellery and anything you need to touch or test, buying in person in Kota can save a return altogether. Our guide to why buy local in Kota weighs both sides honestly, and our warranty vs guarantee guide explains what to check on electronics wherever you buy them.
Frequently asked questions
Can an online seller refuse a return if the policy says 'non-returnable'?
For a change of mind, yes: the policy shown before purchase applies. But the E-Commerce Rules say a seller cannot refuse to take back goods or refund if they are defective, deficient, spurious, not as advertised, or delivered late against the stated schedule.
How long does an online platform have to answer my complaint?
The E-Commerce Rules require the platform's grievance officer to acknowledge a complaint within 48 hours and redress it within one month of receiving it.
Is cash on delivery treated differently?
Your rights are the same however you pay. Cash on delivery makes refunds slower, because the money has to be sent back to a bank account or UPI ID, so keep the order details and delivery proof.
What is a dark pattern?
A design trick that pushes you into something you did not intend, such as a pre-ticked add-on, a fake countdown timer or a subscription that is hard to cancel. The Central Consumer Protection Authority issued guidelines against dark patterns in 2023.
Where do I complain if the platform does not help?
Use the National Consumer Helpline (1915 or the online portal), which works with many e-commerce companies. After that you can file a case with the District Consumer Commission through e-Jagriti.
Sources
Editorial team
The Kota Market team writes and updates the shopping guides on this site and corrects them when readers point out errors.
