Flipkart Fined for Refusing Return of Substandard Product in Mumbai Consumer Forum Ruling
MUMBAI: In a significant consumer rights decision, the Mumbai District Consumer Redressal Forum has imposed a fine of Rs 10,000 on Flipkart and one of its sellers for their refusal to accept the return of a food product deemed substandard by a customer. The forum ruled that Flipkart’s "no return policy" constituted an unfair trade practice and represented a deficiency in service.
The case was initiated by Taruna Rajput, a resident of Goregaon, who in October 2023 purchased 13 containers of Herbalife Nutrition Fresh Energy Drink Mix for Rs 4,641. Upon receiving the product, Rajput raised alarms regarding its texture and color, as well as the absence of a QR code, which cast doubt on its authenticity. When she sought to return the product, her requests were flatly denied due to the company’s stringent no-return policy.
Frustrated by her attempts to resolve the issue through customer support, Rajput escalated the matter to the consumer forum. Led by President Samindara Surve and Member Sameer Kamble, the tribunal emphasized that Flipkart, as an online marketplace, holds responsibility for the quality of the goods available on its platform. The forum stated, “The refusal to accept the product’s return under the ‘no return policy’ constitutes an unfair trade practice and deficiency in service.”
Although Rajput sought a staggering Rs 50 lakh in damages, the forum turned down this claim, citing insufficient evidence of harmful ingredients or counterfeit status. Nonetheless, it ordered Flipkart and seller Deepak Kashyap to refund the original purchase amount with interest and pay an additional Rs 10,000 to cover legal costs. This ruling highlights the growing expectation for e-commerce platforms to uphold consumer rights and engage in fair trade practices.
