Consumer Commission orders Flipkart, Realme to refund ₹9,999 to Sangareddy woman
SANGAREDDY: The District Consumer Disputes Redressal Commission, Medak at Sangareddy, has directed Flipkart Internet Pvt Ltd and seller Manghanmal and Sons to refund ₹9,999, the cost of a Realme Narzo N55 smartphone, to complainant Vemula Swapna, within 30 days along with 9% annual interest from September 18, 2024.
The Commission, headed by Suvarna Jayasri (President) and members Gajjala Venkateswarlu and Makyam Vijay Kumar, passed the order on September 26, 2025, finding deficiency in service and unfair trade practice by Flipkart, seller Manghanmal and Sons, and manufacturer Realme Mobile Telecommunications Pvt Ltd.
Complainant’s grievance
Swapna, a government employee from Malkapur in Sangareddy, purchased a Realme Narzo N55 (Prime Blue, 128GB) through Flipkart on September 15, 2024, paying ₹9,999 plus ₹29 for packaging. She received the device on September 18 under Flipkart’s open-box delivery policy. However, she alleged that the delivery agent did not power on the phone during delivery. When she later tried to switch it on, the display showed lines and failed to start.
She approached the Realme Service Centre in Sangareddy on September 21, 2024. The service staff allegedly informed her that the phone had been opened and activated a month earlier, on August 12, 2024 well before her purchase and that its mainboard was damaged.
Commission’s findings
The Commission held that the mobile phone was defective at the time of purchase, noting that Realme itself admitted the device had been previously activated. It ruled that Flipkart failed to connect the complainant to the actual seller as required under Section 79 of the Information Technology Act, 2000, and Consumer Protection (E-Commerce) Rules, 2020.
It observed that Flipkart “did not follow due diligence in facilitating redressal and directed the buyer to the manufacturer instead of the seller,” which constituted a deficiency in service and violation of Rule 6(3) of the E-Commerce Rules.
The Commission also held Realme responsible, saying manufacturers “cannot escape liability for defective products sold through intermediaries.”
Directions
Flipkart and Manghanmal & Sons: Jointly and severally refund ₹9,999 plus ₹29 packaging fee with 9% annual interest from September 18, 2024.
Flipkart, Manghanmal & Sons, and Realme (including service centre): Jointly pay ₹10,000 as compensation for mental agony and ₹5,000 as litigation costs.
The same parties must also deposit ₹10,000 into the Consumer Legal Aid account of the Medak Commission as penalty for deceptive practices.
In case of non-compliance within 30 days, the interest rate will rise to 12% per annum.
