Amazon refusing refund for damaged Sony TV after return window expired – advice needed
In India
Last Updated:
Oct 23, 2025
I purchased a Sony TV (Order ID 403-9174960-1545138) from Amazon India in September 2025. Due to home renovations, I opened the box on 29/09/2025 and found the TV physically damaged. Amazon refused return/replacement, citing that the “return window expired” on 14/09/2025. Sony India confirmed in writing that refund/replacement for physical damage must be handled by the dealer (Amazon/Dawntech Electronics), and their technician’s damage report clearly states “new set found damaged, installation not done.”
I have already registered a grievance with the National Consumer Helpline (No. 7924956). I am now planning to file a complaint on e-Jagriti (Consumer Commission portal) against Amazon India and Dawntech Electronics.
My question:
What is the best legal strategy – seek full refund + compensation, or negotiate partial settlement?
How strong is my case under the Consumer Protection Act, 2019?
Can I also claim costs for harassment/delay?
Looking for guidance or representation from an experienced consumer protection lawyer in Mumbai.
I have already registered a grievance with the National Consumer Helpline (No. 7924956). I am now planning to file a complaint on e-Jagriti (Consumer Commission portal) against Amazon India and Dawntech Electronics.
My question:
What is the best legal strategy – seek full refund + compensation, or negotiate partial settlement?
How strong is my case under the Consumer Protection Act, 2019?
Can I also claim costs for harassment/delay?
Looking for guidance or representation from an experienced consumer protection lawyer in Mumbai.
Lawyer Answers
ADV HARPREET SINGH AND ASSOCIATES
Oct 20, 2025
Oct 20, 2025
Greetings of the day, This is ADVOCATE HARPREET SINGH from HIGH COURT OF J&K.
1. You must not delay on sending a legal notice to both the dealer and Amazon.IN - actual liability is to be decided later.
2. In your respective state and your region, there are many lawyers who are experts on Consumer Protection Act; if you have recorded the box opening then your case is 100% strong, and otherwise the only option is to present your case to the dealer and ecommerce operator.
3. As to what is the best legal strategy - the Indian laws say 'Let the buyer be aware' - the onus of checking the condition of goods ordered online within reasonable time falls on you. If you cannot prove that the damage was beforehand, then any relief is subject to the conscience of the Seller and he can only give you relief at his goodwill.
4. There can be no costs for harassment and delay as you have admitted that the box was opened much later.
Feel free to reach us for more details.
1. You must not delay on sending a legal notice to both the dealer and Amazon.IN - actual liability is to be decided later.
2. In your respective state and your region, there are many lawyers who are experts on Consumer Protection Act; if you have recorded the box opening then your case is 100% strong, and otherwise the only option is to present your case to the dealer and ecommerce operator.
3. As to what is the best legal strategy - the Indian laws say 'Let the buyer be aware' - the onus of checking the condition of goods ordered online within reasonable time falls on you. If you cannot prove that the damage was beforehand, then any relief is subject to the conscience of the Seller and he can only give you relief at his goodwill.
4. There can be no costs for harassment and delay as you have admitted that the box was opened much later.
Feel free to reach us for more details.
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