Introduction
Buying a product that turns out to be defective is one of the most frustrating consumer experiences. Whether it’s a mobile phone, home appliance, vehicle, or any other product — if it has a manufacturing defect or does not work as promised, you have the right to file a complaint in the Consumer Court.
What Is a Defective Product?
Under the Consumer Protection Act, 2019, a product is defective when it does not conform to the manufacturer’s own standards, has a manufacturing or design defect, is not safe for normal use, or does not match the description on the packaging or advertisement.
Steps Before Filing
Step 1: Contact the Seller and Manufacturer
Report the defect to the seller and manufacturer. Request repair, replacement, or refund. Get a complaint reference number. Give them 15-30 days to resolve.
Step 2: Get the Product Inspected
For significant claims, get the product tested by an accredited laboratory or technical expert. A test report showing the defect is strong evidence.
Step 3: Send a Legal Notice
Send a formal Legal Notice to the seller and manufacturer stating the defect, date of purchase, amount paid, and relief sought.
Step 4: File Consumer Complaint on e-Jagriti
File the complaint at e-jagriti.gov.in with all evidence attached.
Documents Required
- Purchase bill / invoice
- Warranty card
- Photographs of the defective product
- Test or inspection report (if available)
- Legal notice and postal proof
Product Liability Under CPA 2019
The Consumer Protection Act, 2019 introduced a new chapter on Product Liability. Manufacturers, product service providers, and product sellers can all be held liable for harm caused by a defective product.