Under the Consumer Protection Act, 2019, if a shopkeeper sells goods that are defective, counterfeit, or accompanied by misleading information, the customer has the right to return the item, have it replaced, or claim a refund.

It often happens that people purchase goods from the market only to discover later that the items are defective or expired. In such instances, customers approach the shopkeeper to request an exchange or a refund; however, shopkeepers frequently outright refuse to accept the return of the goods. Some shops even display signs stating, "Sold goods will not be returned," leaving customers feeling helpless and confused.

However, consumers do not need to suffer any loss in such cases, as the law grants them the full right to take action against such practices. Therefore, let us now explain how you can file a complaint with the Consumer Forum if a shopkeeper refuses to replace defective goods.

Under the Consumer Protection Act, 2019, if a shopkeeper sells goods that are defective, counterfeit, or accompanied by misleading information, the customer has the right to return the item, have it replaced, or claim a refund. This rule applies to both online and offline purchases. Furthermore, if a shopkeeper refuses to comply, such refusal is deemed a violation of the law.

If a shopkeeper refuses to replace the defective goods supplied to you, you can register a complaint through the National Consumer Helpline. To do so, you must first visit the official portal at https://consumerhelpline.gov.in/public/ to register, and subsequently, file your complaint.

Additionally, you can file a complaint by calling 1800-11-4000 or 1915. For online complaints, you may also submit an application through the 'E-Jagriti' portal. On this platform, you are required to provide full details regarding your complaint and upload necessary supporting documents, such as the bill, warranty card, or photographs of the product.

If you prefer not to file a complaint online, you may visit the Consumer Forum in your district to file a case in person; there, you will be required to submit all relevant documents along with a written application. The District Consumer Forum adjudicates cases involving claims of up to ₹2 lakh only. Furthermore, if your complaint is found to be valid, you may be entitled to a refund, a replacement, and compensation.

Additionally, it is worth noting that complaints are filed at different levels depending on the value of the goods or services in question. Minor cases are heard at the district level, whereas cases involving larger sums must be taken to the State or National Commission.