Defective Product
A product you bought is broken, faulty, or not working as advertised.
What this generally means
Under consumer protection law, sellers and manufacturers are responsible for products that are defective or don't match what was advertised.
Your journey
You Are Here
You're trying to understand what to do about a defective product. That's a good first step.
Understand Issue
Read through what this situation generally means and what your options are.
Gather Documents
Collect the evidence and paperwork that will support your case.
Contact Resource
Reach out to the most relevant authority, helpline, or legal aid service.
Escalate If Needed
If the first contact doesn't resolve things, escalate to a higher forum or authority.
Follow Up
Track your complaint's status and keep records of every response you receive.
Common next steps
- 1Contact the seller or manufacturer with proof of purchase and describe the defect.
- 2Ask for repair, replacement, or refund as per warranty terms.
- 3If unresolved within a reasonable time, file a complaint via the National Consumer Helpline (1915).
- 4Escalate to the District Consumer Disputes Redressal Commission if needed.
Useful documents
- Purchase receipt or invoice
- Photos/videos of the defect
- Warranty card
- Written communication with the seller
Relevant authorities
- National Consumer Helpline
- District Consumer Disputes Redressal Commission
Frequently asked questions
What if I no longer have the receipt?+
Bank statements, order confirmation emails, or warranty registration can often serve as proof of purchase.
How long do I have to file a complaint?+
Generally, consumer complaints should be filed within two years of the issue arising, though this can vary.
Verified resources
National Consumer Helpline (1915)
Toll-free helpline (8AM-8PM) for consumer grievances on products, services, refunds, and e-commerce. Also reachable via SMS/WhatsApp on 8800001915, or the alternate toll-free number 1800-11-4000.
District Consumer Disputes Redressal Commission
Local forum for filing consumer complaints up to prescribed value limits. File electronically via the e-Daakhil portal, or find your district commission's contact via your state's consumer affairs department.
e-Daakhil Portal
NCDRC's online portal to file consumer complaints electronically without visiting a forum in person, now operational across all states and UTs.