A district consumer disputes redressal commission in Mumbai has ruled that Amazon India cannot avoid responsibility for a defective television sold on its platform and must refund the buyer’s cost along with compensation and interest. The order emphasises that e-commerce marketplaces cannot claim mere intermediary status to evade liability when they actively facilitate sales and benefit commercially.
Defective TV Purchase And Failed Resolution
In the case, a Goregaon resident purchased a 40-inch Full HD LED TV for ₹16,499 in 2018 through Amazon’s online marketplace. Upon delivery, the TV suffered from poor sound, inferior picture quality and a non-functional remote control. Despite repeated complaints, emails and phone calls, Amazon neither replaced the product nor issued a refund. At one point, the company advised the customer to contact the manufacturer directly, closing the issue without resolution.
Amazon’s ‘Intermediary’ Argument Rejected
Amazon argued that it was merely an intermediary marketplace that facilitates transactions between third-party sellers and buyers, asserting that it did not manufacture or sell the product directly. The company also said that tax invoices were issued by the seller and that its role was limited to technical support under its terms of use.
The consumer commission, however, rejected this defence. It held that once Amazon chooses to host, promote and facilitate a sale, it assumes responsibility for ensuring products are defect-free and for effective post-sale support. The tribunal noted that online shoppers do not have direct contact with manufacturers; they rely on the marketplace for resolution, especially when issues arise after delivery.
Liability Findings And Compensation Ordered
The commission found Amazon guilty of deficiency in service under the Consumer Protection Act due to repeated standardised responses offering “hollow assurances” without meaningful resolution. It invoked the principle of vicarious liability, stating that the platform’s commercial benefit and direct engagement with consumers mean it cannot evade accountability.
Court’s Orders To Amazon
As part of the ruling, the commission directed Amazon to:
- Refund ₹16,499 to the complainant
- Pay 6 percent interest per annum from February 2018 until refund payment
- Pay ₹10,000 as compensation for mental agony
- Pay ₹5,000 toward legal expenses
- Ensure compliance within 45 days and allow the buyer to return the defective TV after the refund is issued
Consumer Rights And Marketplace Responsibility
This decision reinforces consumer protections in India’s online shopping ecosystem, clarifying that digital marketplaces cannot shift liability to third-party sellers when they benefit commercially and engage with buyers post-sale. It is a reminder that platforms must ensure effective grievance redressal and post-sale support rather than relying on contractual disclaimers to avoid accountability.
