Ernakulam consumer panel orders retailer to pay compensation for delivering faulty phone

The Ernakulam District Consumer Disputes Redressal Commission has ordered an online retailer to pay a total compensation of ₹70,000 to a resident of Kacheripady, Ernakulam, for delivering a defective and old mobile phone and cheating him by terming it as a brand new device.

The compensation included ₹55,000 that the consumer had paid for the phone, ₹10,000 towards misrepresentation and causing mental agony to him, and ₹5,000 as the cost of proceedings.

The order dated April 30, 2025 issued by the panel led by D.B. Binu, president of the panel, said that the online retailer had allegedly showcased the mobile as a brand-new smartphone with warranty. Instead, they delivered an old, used, and defective handset of the 2021 model without accessories.

The authorised service centre had informed the complainant that there was no valid warranty for the device. The online retailer later admitted that they dealt with refurbished units, which was not disclosed at the time of the sale, it said.

The panel found that a refund was not made despite the consumer returning the device and issuing repeated reminders. The non-delivery of the promised product and failure to refund the amount despite the return of goods amount to deficiency in service under Section 2(11) of the Consumer Protection Act, 2019. The opposite parties consciously refrained from filing their version even after serving the notice. Thus, the allegations stand unchallenged, according to the order.

Published - June 04, 2025 09:23 pm IST