Legal information notice: this article provides general information and isn't a substitute for advice from a qualified lawyer.
The item arrived, but it isn’t what it claimed to be: a “branded” product with the wrong logo, a fake “original” phone accessory, packaging that doesn’t match, or a supplement or cosmetic that looks wrong. This guide is only about the case where you received a counterfeit or fake product. If your item simply never came or your refund is missing, see the separate guides linked at the end — the remedies differ.
Under the Consumer Protection Act, 2019, you can seek a refund or replacement for a counterfeit or defective product, and compensation for loss and harassment. Sellers can be ordered to refund the price and pay compensation. On an e-commerce platform, the Consumer Protection (E-Commerce) Rules, 2020 require a grievance officer, who must acknowledge your complaint within 48 hours and resolve it within one month. If that fails, you can escalate to the consumer commission, and the Central Consumer Protection Authority (CCPA) handles wider misleading-trade concerns.
Photograph the item, packaging, labels, and batch numbers, keep the invoice and order ID, and record an unboxing video if you can. Don’t throw anything away.
Use the order’s return or report option and describe the problem exactly: counterfeit, not the advertised brand, with evidence attached.
If the standard process fails, email the platform’s grievance officer with your order ID, evidence, and your demand for refund and compensation. Expect acknowledgement within 48 hours.
Register on the National Consumer Helpline (1915, or consumerhelpline.gov.in). It forwards your complaint to the company and seeks a resolution.
File a complaint on e-Jagriti within two years of the cause of action. You can do this without a lawyer.
Where the product is unsafe — a fake charger, cosmetic, or food item — stop using it, and mention any injury or damage clearly, since safety harm strengthens both a compensation claim and a wider report. If the brand owner is identifiable, notifying them can also help, as they often pursue counterfeit sellers themselves.
| What Happened | Where to Look |
|---|---|
| Received a fake or misrepresented product | This guide: platform complaint, grievance officer, NCH, consumer commission |
| Paid but nothing arrived | Our guide on products not delivered after payment |
| Returned the item and the refund hasn't come | Our guide on refunds not received |
Platform complaints and the National Consumer Helpline are free. A consumer commission filing carries a small fee depending on the claim value.
Yes. You can file and represent yourself. A lawyer is optional and more useful for larger claims.
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Find a Civil Lawyer on VidyodaySee also wrong product delivered, how to file a consumer complaint online, and our complete online shopping fraud guide.
Yes. You can seek a refund or replacement and compensation under the Consumer Protection Act, 2019.
Both may be answerable depending on the facts; start with the platform’s grievance officer and pursue the seller if needed.
The grievance officer must acknowledge within 48 hours and resolve within one month under the E-Commerce Rules.
Photos, packaging, invoice, order ID, and ideally an unboxing video showing the problem.
If the seller knowingly sold fakes it can overlap with fraud, but the consumer route (refund and compensation) is usually the practical remedy.
Stop using it, note any harm, and mention it in your complaint; safety issues strengthen your case.
Generally within two years of the cause of action.
This article is for general information only and does not constitute legal advice. Time limits and fees can change — confirm current rules on the e-Jagriti portal.
