Your Rights as a Consumer: Cheated by a Brand? Here’s What You Can Do

That sinking moment hits fast. Your stomach drops. Your face gets hot. You worked hard to earn that amount you’ve spent, even if it’s just ten rupees, and now you are staring at the tampered ingredient list of the product, the damaged appliance or sulking over the delivery status of an order that is never going to arrive.

You call customer care. Forty-five minutes on hold. Three transfers. When someone finally answers, it’s a flat “company policy” before the line goes dead.

Most people stop there. They complain to friends, post a bad review, and let it go. Brands count on this. They expect you to be worn out, short on time, or unsure of your next step.

What they don’t advertise is this: you’re not powerless. Consumer courts in India handle lakhs of cases every year, and every day, customers often win them. People have been awarded compensation for sums as small as ₹3 and as high as crores. The process does work if you know how to approach it.

This Article will guide you on what to do when you are cheated by a brand.

Six Common Consumer Issues and How to Handle Them

1. Products That Are Faulty and Refused for Replacement

What usually happens: You buy something, it doesn’t work properly, and the brand either blames you or says the warranty does not apply.

What helps:

• Hold on to your bill, warranty card, and any service records
• Always raise complaints by email. Calls don’t leave a paper trail
• If there’s no response within 30 days, file a complaint with the National Consumer Helpline at 1800-11-4000 or through consumerhelpline.gov.in
• A manufacturing defect gives you the right to a refund or replacement under the law, even if 30 days have passed
• Once a complaint is formally registered, many companies suddenly become responsive. If they still refuse, the consumer court is the next step.

2. Online Orders That Never Reach You or Arrive Incorrectly

What usually happens: You order one product and receive something else, or nothing arrives at all.

What helps:

• Record a video while opening packages, especially for costly items
• Save screenshots of order details, product descriptions, and chat conversations
• Raise the issue with the platform first. Most have designated grievance officers
• If that doesn’t work, approach the National Consumer Helpline
• For larger sums, a police complaint for fraud may also be appropriate

These issues are far from rare. In 2024, Flipkart alone received over 1.6 lakh complaints, with Amazon close behind. Many of these cases do get resolved when pushed through proper channels.

3. Services Paid For but Poorly Delivered or Abandoned

What usually happens: You pay for a service such as a course, home repair, or subscription, and it turns out to be substandard or stops altogether.

What helps:

• Keep copies or photos of agreements and contracts
• Send a legal notice if required. Templates are easy to find
• “No refund” clauses do not automatically protect companies if services were not delivered as promised
• File a case in your district consumer forum for claims under ₹1 crore

Consumer forums often side with buyers when services fail to match what was promised, regardless of refund policies printed in fine print.

4. Unexpected Charges and Billing Issues

What usually happens: Your bill includes charges you never approved, or your card keeps getting debited after cancellation.

What helps:

• Take screenshots when cancelling subscriptions or services
• Check bank statements regularly
• Request a chargeback through your bank or card provider
• Report unauthorised charges to the National Consumer Helpline
• For larger fraud cases, file a complaint on cybercrime.gov.in

RBI rules make it clear that customers should not bear payment gateway charges. Courts have ruled against companies for adding such fees repeatedly.

5. Misleading Ads and False Claims

What usually happens: A product promises far more than it actually delivers.

What helps:

• Keep the packaging and promotional material
• Take photos of claims made online or in stores
• Report misleading ads to the Advertising Standards Council of India
• File a consumer complaint since false advertising is a legal violation
• If a brand makes specific claims about performance or features and fails to meet them, compensation can be claimed.

6. Harassment by Recovery or Collection Agents

What usually happens: You receive repeated calls for a debt you’ve already paid or never owed.

What helps:

• Send a written complaint to the bank with proof of payment
• Report the issue through the RBI complaint portal
• File a police complaint if harassment continues
• Consumer courts also allow claims for mental harassment

Banks and recovery agents must follow strict rules. Calls outside permitted hours, threats, or contacting workplaces are violations. Keep records of everything.

How to File a Complaint as a Consumer, Step by Step

Start with the company:

Send a clear email explaining the issue and stating what you want. Give them 30 days to respond.

Escalate internally:

Contact the company’s grievance officer if needed.

Approach the National Consumer Helpline:

Call 1800-11-4000 or file online. They forward the complaint and track responses.

Move to the consumer court if required:

District Forum: up to ₹1 crore

State Commission: ₹1 crore to ₹10 crore

National Commission: above ₹10 crore

Cases can be filed online through edaakhil.nic.in. A lawyer is not required for smaller claims.

Your Rights Under the Law

The Consumer Protection Act, 2019, gives you the right to safety, clear information, fair pricing, and compensation for loss or harassment. It applies to online shopping, education, healthcare, housing, and services.

Mistakes That Often Cost Consumers Their Case

• Discarding receipts
• Relying only on phone calls
• Waiting too long to complain
• Treating “company policy” as final
• Giving up halfway through

Final Thoughts

You don’t have to quietly accept being cheated. The system exists to protect consumers, but it only works if you use it. Yes, it requires effort. You’ll need to save records, send emails, and spend some time filing complaints. But many issues are resolved before they ever reach court.

Every complaint also makes it harder for companies to repeat the same behaviour. It protects the next buyer, too.

So the next time a brand tries to take advantage of you, don’t stop at venting or leaving a bad review. Take action. Your rights matter. Use them.