Hyderabad Commission Orders Amazon Refund In iPhone Case
HYDERABAD: The District Consumer Disputes Redressal Commission–I, Hyderabad, has directed Amazon India Retail and its listed seller Clicktech Retail to refund a consumer after a failed product delivery dispute involving a mobile phone order.
The case was filed by a Hyderabad-based software employee who purchased an iPhone 13 (128 GB, pink) through the Amazon mobile application on September 29, 2024, for Rs. 42,999. The order was fulfilled by Clicktech Retail, listed as the seller on the platform. The payment was completed via credit card, and the package was delivered the same day using OTP verification.
According to the complaint, the consumer opened the package shortly after delivery and recorded the unboxing. Instead of the ordered iPhone, he found an Amazon Basics USB-C hub inside the package. He immediately contacted the delivery agent and later raised a complaint with Amazon customer support, submitting photographs and details of the mismatch.
Amazon initiated an internal investigation and set a resolution deadline of October 4, 2024. However, on October 16, 2024, the company closed the complaint without issuing a refund or replacement. The company cited OTP-based delivery confirmation as the reason for denying the claim. The complainant continued to escalate the issue through emails and social media but received no resolution.
After no response from the grievance officer, the consumer filed a formal complaint through the e-daakhil portal. Notices were issued to the opposite parties, but they did not appear before the Commission or submit any written response.
Based on the evidence submitted, including order details, photographs, call logs, and email records, the Commission found deficiency in service and unfair trade practice. It observed that the consumer had paid the full amount but did not receive the ordered product.
The Commission ordered Amazon and the seller to refund Rs. 42,999 with 9% annual interest from the date of purchase. It also awarded Rs. 20,000 as compensation and Rs. 5,000 towards litigation costs. The parties were given 45 days to comply with the order.
