Flipkart in legal trouble for non-compliance with consumer laws

The Mumbai District Consumer Redressal Forum has imposed a Rs 10,000 fine on Flipkart and one of its sellers for refusing to accept the return of a food product deemed substandard by a customer. According to the forum, Flipkart’s “no return policy” amounted to unfair trade practice and a deficiency in service. The forum dismissed allegations against Flipkart directors due to insufficient claims of personal involvement.

The case was brought in by Goregaon resident Taruna Rajput, who purchased 13 containers of Herbalife Nutrition Fresh Energy Drink Mix (lemon flavor) from Flipkart for Rs 4,641 in October 2023. Upon delivery, she found the product’s texture and color suspicious and noted the absence of a QR code on the label, after which raised concerns about its authenticity.

However, her attempts to return the product were rejected due to Flipkart’s no-return policy.

When her repeated attempts at resolving the matter through Flipkart’s customer support bore no result, Rajput approached the consumer forum. The tribunal, led by President Samindara Surve and Member Sameer Kamble, held that Flipkart, as a marketplace, was responsible for the quality of goods sold on its platform.

“The refusal to accept the product’s return under the ‘no return policy’ constitutes an unfair trade practice and deficiency in service,” the forum observed.

Although Rajput sought Rs 50 lakh in damages, the forum rejected this claim, citing a lack of evidence proving harmful ingredients or the product being counterfeit. However, it directed Flipkart and the seller, Deepak Kashyap, to refund Rs 4,641 with 9% interest from October 21, 2023, and compensate her Rs 10,000 for legal costs.