When buying online, you are promised hassle free return and
easy refund policy, but in case of refunds, companies often ignore emails,
refuse returns and delay communication to avoid refunding the paid amount. If
you are suffering from such an issue, then knock the doors of District Consumer
Disputes Redressal Forum Indore and seek justice with compensation for mental
harassment by the company.
Resolving one such case and helping an aggrieved customer,
the forum president Omprakash Sharma and member Sumitra Hatiwala ordered Eureka
Forbes to refund full amount of the product and compensation of Rs 5,000.
The case was filed under Section 12of the Consumer
Protection Act, 1986 by resident of Samwad Nagar, Navlakha square.
Plaintiff Vivek Verma, son of Surrendra Verma, had ordered Aquaguard
Smart Plus 6-Litres RO+UV+MTDS Water Purifier from Eureka Forbes Ltd through an
online marketplace. The product costing Rs 9,499 was ordered on November 3,
2018.
The product was delivered on November 11, 2018 costing Rs
9,539 including shipping and delivery charges by Eureka Forbes. In the order
details, the company quoted its hassle free return and refund policy quoting, “We
offer you a No Questions Asked Return Policy, to provide you with a worry free
shopping experience, when you choose to make a full payment on
eurekaforbes.com. If you are unsatisfied with the item, you may conveniently
return it, in its original packaging for a refund.”
When the plaintiff installed the RO purifier and tried to
filter water, the product failed to soften the hardness of water. “We called
the engineer to check the product and he found some error, because of which the
purified water was still hard,” Verma said.
Unsatisfied with the product, the plaintiff decided to return
the product for a full refund. He wrote an email to the company requesting
return and refund.
The plaintiff did not receive any response. He wrote several
emails but received no proper response. “On December 6, 2018, I sent a notice
to the company demanding return and refund, but the company kept delaying and
giving excuses,” Verma said.
Finally, left with no other option, the plaintiff approached
consumer forum. After hearing both the sides of case, the forum found Eureka
Forbes at fault and ordered the company to refund the full amount of product,
i.e. Rs 9,499. The refund amount has to repaid back with interest of 9 percent
per annum from December 6, 2018.
Further, compensation for improper service causing mental
harassment to the consumer was ordered of Rs 3,000. For other charges including
forum charges, the forum ordered company to pay Rs 2,000.