Consumer · 8 minute read
Online order refund not received? How to get your money back
Returned or cancelled an online order and the refund never came? Here is what the law says, who to complain to, in what order, and what a consumer case costs.
Written by JJ Social Media Team
Published 17 October 2026
AT A GLANCE
• Complain in writing to the app or website first and keep the ticket number.
• The platform's grievance officer must acknowledge within 48 hours and resolve within one month.
• Next, the free National Consumer Helpline 1915 or consumerhelpline.gov.in.
• Then the District Consumer Commission: no filing fee if you paid up to ₹5 lakh, file online on e-Jagriti.
• The platform and helpline steps are optional: you can go to the commission directly.
Law as of 17 October 2026. This explainer reflects Indian law and court rulings as they stood on that date. Laws change, so check the current position or ask a lawyer before relying on it.
Online order refund not received? The short answer
If your online order refund has not been received, first raise a written complaint with the shopping app or website, and keep the reference number. Every e-commerce company must have a grievance officer. The law says this officer must acknowledge your complaint within 48 hours and resolve it within one month. If that does not work, you can complain to the free National Consumer Helpline on 1915, and after that, file a case in the consumer commission (often called the consumer court).
This guide explains what the law says about online refunds, the steps people usually take, where to complain, and what it costs. It explains the general process only. For advice on your own case, speak to a lawyer or your District Legal Services Authority, which gives free legal aid to people who qualify.
Your right to a refund when you shop online
The Consumer Protection Act, 2019 covers online shopping just like shopping in a store. It says that buying goods "online" or "offline" both count. So if you buy from an app or website for your own use, you are a "consumer" under the Act.
The Consumer Protection (E-Commerce) Rules, 2020 add special duties for online sellers and shopping platforms. In simple words:
- A seller cannot refuse to take back goods or refuse a refund if the item is defective, deficient (not up to the promised standard) or fake, if it is not as described or advertised, or if it was delivered later than the stated delivery date. A late delivery caused by events nobody could control, such as natural disasters, is an exception.
- Once a refund request is accepted, the platform must pay it within a reasonable time, following RBI and other applicable rules.
- The platform must show its return, refund, exchange, warranty and delivery terms clearly, along with how to complain.
- No cancellation charges can be imposed on you for cancelling after you confirm a purchase, unless the platform bears similar charges when it cancels on its own.
Not every return is a legal right. If the product is fine and you simply changed your mind, it usually depends on the return policy shown on the platform. The protections above apply when the product was faulty, fake, not as described, or late.
Refund not received: the usual steps, in order
Say you returned a pair of shoes worth ₹2,500 three weeks ago. The app shows "return picked up" but the money has not come back. People usually go step by step. These steps are not compulsory: you can go to the consumer commission directly, but trying the platform first gives you a record.
- Check the order page and your bank. Look at the refund status and the date shown. Check your bank or UPI statement, and the app's wallet if you chose it as the refund method. Save screenshots.
- Complain in writing to the platform. Use the help section, chat or email. Ask for a complaint or ticket number.
- Escalate to the grievance officer. Every e-commerce platform must display the name and contact details of its grievance officer, often on a "Grievance Redressal" or "Contact us" page. The officer must acknowledge your complaint within 48 hours and resolve it within one month.
- Complain to the National Consumer Helpline. Call 1915 or file on consumerhelpline.gov.in. This step is free and can be tried before any court case.
- File a case in the consumer commission if the problem is still not solved. You can file online on the e-Jagriti portal.
Keep everything: the order invoice, return pickup receipt, chats, emails, ticket numbers and bank statements.
National Consumer Helpline 1915: how it helps
The National Consumer Helpline (NCH) is run by the Department of Consumer Affairs, Government of India. It helps settle complaints before any court case. You can reach it in several ways:
- Toll-free number 1915 (8 am to 8 pm, all days except national holidays)
- WhatsApp on 8800001915
- The website consumerhelpline.gov.in, the NCH app and the UMANG app
Complaints can be made in 17 languages. Many companies, including large e-commerce platforms, have voluntarily partnered with the helpline. When they have, your complaint is sent straight to the company, which replies through the helpline. The helpline cannot force a company to pay, but it often gets a response faster than a court case.
A change is coming. Amendments to the E-Commerce Rules, notified in September 2026 and coming into force on 1 January 2027, say every e-commerce entity must become a partner of the helpline's convergence process. They also require the grievance officer to give you a copy of your complaint as recorded.
Filing a consumer case for a refund
If the platform and the helpline do not solve the problem, you can file a complaint in the consumer commission. There are three levels, and which one you use depends on how much you paid for the goods or services:
| Value of goods or services | Where to file | Filing fee |
|---|---|---|
| Up to ₹5 lakh | District Commission | Nil |
| Above ₹5 lakh up to ₹50 lakh | District Commission | ₹200 to ₹1,000 |
| Above ₹50 lakh up to ₹2 crore | State Commission | As set by the rules |
| Above ₹2 crore | National Commission | As set by the rules |
Most online refund disputes are small, so they usually go to the District Commission with no filing fee. You can file where you live or work, not only where the company is based. You can file online on e-jagriti.gov.in, and you do not need a lawyer to file, though many people take legal help.
You normally have two years from the date the cause of action arose (for example, when the refund was due and not paid). A commission can accept a late complaint if you show sufficient cause for the delay. The commission can order a refund, compensation and costs. The Act asks commissions to try to decide a case within three months of the company receiving notice (five months if goods need lab testing), but this is a target, not a guarantee.
Some people send a written legal notice to the company first. The Act does not require this for a consumer complaint, but it can create a clear record and sometimes leads to settlement.
What the law says
| Law | What it says, in short |
|---|---|
| Consumer Protection Act, 2019, section 2(7) | "Buying" goods includes online transactions, so online shoppers are consumers. |
| Section 2(47)(viii) | Refusing to take back defective goods and refund the price within the period on the bill, or within 30 days if none is stated, is an unfair trade practice. |
| Section 69 | A complaint must be filed within two years of the cause of action; a delay can be allowed for sufficient cause. |
| E-Commerce Rules, 2020, rule 4(5) | Grievance officer acknowledges within 48 hours, resolves within one month. |
| Rule 4(10) | Platform must pay accepted refunds within a reasonable time, as per RBI rules. |
| Rules 6(3) and 7(4) | Sellers cannot refuse returns or refunds for defective, fake, not-as-described or late goods. |
Be careful: refund scams
People waiting for a refund are a common target of fraud. Fraudsters post fake "customer care" numbers online, then ask you to share an OTP, scan a QR code or install a screen-sharing app "to process the refund". Getting money back never requires you to enter your UPI PIN or share an OTP. Use only the help section inside the official app or website. If you have already lost money this way, read our guide on what to do in the first hour after online fraud, and call the cyber fraud helpline 1930.
If your payment itself failed but money was debited from your account, that is a different problem. Contact your bank, since RBI has separate rules and timelines for failed transactions.
Quick answers
How many days does an online refund take in India?
The E-Commerce Rules do not set a fixed number of days. They say accepted refunds must be paid within a reasonable time, as per RBI rules. Each platform shows its own refund timeline. If it is crossed, complain in writing and escalate to the grievance officer.
Where can I complain if my online order refund is not received?
First the platform and its grievance officer. Then the National Consumer Helpline (1915 or consumerhelpline.gov.in). If still unresolved, the District Consumer Commission, which you can approach online through e-Jagriti. You do not have to use the helpline before filing a consumer case, but it is free and often quicker.
Is there any fee to file a consumer complaint?
Calling 1915 is free. In the consumer commission, there is no filing fee where the value of the goods or services paid for is up to ₹5 lakh.
Can I get compensation as well as the refund?
The consumer commission can order compensation and costs in addition to a refund, depending on the facts of the case. Whether it does is for the commission to decide.
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This article is for information and awareness, not legal advice. For your own case, consult a qualified lawyer or your District Legal Services Authority. Spotted a mistake? Tell us at jagrukjantaaofficial@gmail.com and we will correct it.
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