Return Request Rejected
Platforms sometimes reject valid return requests with vague reasons like 'quality check failed' or 'item doesn't match return policy' without specifying what exactly failed — this is challengeable, especially if you have evidence (unboxing photos/video) contradicting their stated reason.
What Is It
A rejected return is not final — you are entitled to ask for the specific reason in writing and challenge it with counter-evidence. Platforms cannot arbitrarily reject a return within the policy window without a verifiable basis.
When To Use It
Challenge the rejection if: the stated reason ('used', 'tampered', 'not as ordered') doesn't match your unboxing evidence; you weren't given a clear, specific reason at all; or the rejection came after unusually long inspection delays.
Step-by-Step Process
- 1Request the exact rejection reason and any inspection photos/report in writing from the platform.
- 2Submit your own unboxing photos/video as counter-evidence if they contradict the stated reason.
- 3Escalate to the platform's Grievance Officer citing the specific mismatch between their reason and your evidence.
- 4File with the National Consumer Helpline (1915) if the platform doesn't respond satisfactorily.
- 5For high-value items, proceed to consumer court via e-Daakhil.
Documents Required
- Rejection notice/message from the platform
- Your unboxing photos/video
- Original order confirmation and return request
- Any inspection report provided by the platform
Fees
Free through platform escalation and the National Consumer Helpline; nominal for consumer court.
Processing Time
Grievance Officer response: up to 1 month. Consumer Helpline mediation: a few weeks. Consumer court: several months.
Important Tips
- Always record an unboxing video for orders above a value you'd be upset to lose — it's the single strongest piece of evidence against an unfair rejection.
- A rejection reason of just 'quality check failed' with no specifics is weak and worth challenging directly.