If a company fails to deliver the product or service you paid for, you are protected under the Consumer Protection Act, 2019. Start by contacting the seller and checking their refund/return policy. If unresolved, file a formal complaint with the company and escalate to the National Consumer Helpline (1800-11-4000 or consumerhelpline.gov.in). As a last resort, file a case in the Consumer Disputes Redressal Commission based on the claim amount. Additional options include filing a police complaint, seeking legal help, or using social media pressure. Stay informed, check reviews before purchasing, and always keep records of transactions.

We’ve all been there—you order a product online, but what arrives is completely different from what you expected. Or you pay for a service, but the company does not fulfill its promises. If this has happened to you, don’t worry. Indian law provides strong protections for consumers under the Consumer Protection Act, 2019. This article will guide you through the steps you should take when a company fails to deliver the product or service you paid for.

Understanding Your Consumer Rights

Under the Consumer Protection Act, 2019, every consumer has the right to:

1. Right to Safety – Protection against hazardous goods and services.
2. Right to Information – Complete and accurate details about products and services.
3. Right to Choose – Freedom to select the best available product/service.
4. Right to be Heard – A platform to voice complaints and grievances.
5. Right to Redressal – Compensation and corrective action if wronged.
6. Right to Consumer Education – Awareness about consumer rights and responsibilities.

If you receive the wrong product or an unfulfilled service, you can take action based on these rights.

Steps to Take When a Company Fails to Deliver

Step 1: Contact the Seller or Service Provider

Before escalating the issue legally, try to resolve it directly with the company. Here’s what you can do:

• Call or email customer support explaining the issue.
• Keep records of all conversations, receipts, emails, or chats.
• Request a replacement or refund as per the company’s policy.

Most businesses are willing to resolve such issues to maintain their reputation.