In a significant ruling that underscores the rights of online shoppers, the Trichy District Consumer Disputes Redressal Commission has directed e-commerce behemoth Amazon to pay compensation to a local resident. The order came after the platform delivered a packet of t-shirts instead of the mini projector he had ordered.
The Faulty Delivery and Failed Refund
The complainant, A. Isaac Newton, a differently-abled television mechanic from K.K. Nagar in Trichy, placed an order for a mini projector worth Rs 2,707 on July 9. He received the delivery package on July 14. Upon opening it, which he prudently recorded on video, he was shocked to find t-shirts inside instead of the electronic device he had paid for.
Newton promptly returned the incorrect items the very next day, July 15. He was initially assured by Amazon that a refund would be processed within three to five days of receiving the returned package. When the money failed to appear in his account, he contacted customer service on July 21.
The company then asked him to update his bank details, which he complied with immediately. Despite this, the refund was still not issued. In subsequent communications, Amazon took a startling turn by accusing Newton of swapping the product. Based on this allegation, the company outright denied his refund claim.
Legal Battle and Court Verdict
Feeling aggrieved and cheated, Newton sought legal counsel. A formal legal notice was sent to Amazon, following which the company refunded the original amount of Rs 2,707. However, Newton pursued the matter further, citing mental distress and deceptive trade practices. He filed a formal case in the Trichy consumer court, seeking compensation of Rs 5 lakh.
The consumer court examined the evidence, including the video of the unboxing. In an order dated November 28, the bench found Amazon, the seller (Cloudtail India), and the delivery agent (Amazon Transportation Services) jointly liable for deficiency in service and unfair trade practice.
The court directed the three parties to pay Rs 25,000 as compensation to Isaac Newton for the mental agony and hardship endured. An additional Rs 10,000 was awarded to cover his court expenses, bringing the total penalty to Rs 35,000. The court also mandated that the amount be paid within 45 days of the order, failing which an annual interest rate of 9% would be applied.
A Win for Consumer Rights in E-commerce
This ruling serves as a potent reminder of the accountability of large e-commerce platforms towards their customers. It highlights that consumers have robust recourse under the Consumer Protection Act, even when faced with corporate giants. The case sets a precedent, especially for instances where customers are wrongly accused of fraud after receiving incorrect or faulty products.
For online shoppers in India, the judgment reinforces the importance of documenting the unboxing process of expensive or crucial items. It also empowers consumers to approach consumer courts when standard grievance redressal mechanisms fail to deliver justice.
