Wrong Product Delivered
Receiving an entirely different product than what you ordered — wrong brand, wrong model, or a completely unrelated item — is one of the clearest and easiest complaints to win, since the mismatch is immediately verifiable against your order confirmation.
What Is It
This differs from a 'defective product' complaint — here the item itself is not what was ordered at all, which under consumer law is treated as a failure to deliver the contracted goods, entitling you to a full refund or correct replacement, not just a repair.
When To Use It
Use this immediately upon opening the package if the item's brand, model, size, or category is entirely different from your order confirmation — don't delay past the platform's return window.
Step-by-Step Process
- 1Photograph the received item next to the order confirmation/invoice showing the mismatch clearly, before touching or using it.
- 2Raise a 'wrong item received' return request in-app immediately — this category usually gets priority pickup.
- 3If the platform delays pickup or disputes the mismatch, email the Grievance Officer with your comparison photos.
- 4Escalate to the National Consumer Helpline (1915) if not resolved within the platform's stated timeline.
- 5For a repeated pattern or high-value item, file a consumer court case via e-Daakhil.
Documents Required
- Order confirmation/invoice showing what was ordered
- Photos of the item actually received
- Return request screenshots
- Platform correspondence
Fees
Free through the platform and National Consumer Helpline; nominal fee for consumer court.
Processing Time
Wrong-item pickups are usually prioritized: 2-5 days. Full refund post-pickup: 5-10 business days typically.
Important Tips
- Do this before removing any packaging tags or seals — an opened/used wrong item is harder to get a full refund for.
- 'Wrong item' complaints are typically resolved faster than quality disputes since the mismatch is objectively verifiable.