The Bengaluru 1st additional district consumer disputes redressal commission has directed Amazon Seller Services Pvt Ltd to refund ₹38,990, along with interest, to a customer who received a Bellavita perfume set instead of an Insta360 Ace Pro 2 Action Camera ordered through the e-commerce platform.
In
an order passed on 5 June 2026, the commission held Amazon liable for deficiency in service and directed the company to refund the purchase amount with 6% annual interest from the date of filing of the complaint until realisation. The commission also awarded ₹2,000 towards litigation costs.
The complaint was filed by Bengaluru resident S Chiragvendra under Section 35 of the Consumer Protection Act, 2019.
Camera Ordered, Perfume Delivered
According to the complaint, Mr Chiragvendra placed an order for an Insta360 Ace Pro 2 Action Camera on Amazon India on 12 July 2025, paying ₹38,990. The product was delivered on 14 July 2025.
However, upon opening the package, the complainant allegedly found a Bellavita perfume set instead of the camera he had ordered.
The buyer immediately contacted Amazon on 15 July 2025 and filed a complaint, seeking resolution of the issue. He alleged that despite repeated communications with customer support and subsequent escalation of the matter, the company failed to provide either the correct product or a refund.
The complainant also issued a legal notice on 21 July 2025. When no satisfactory response was received, he approached the consumer commission seeking a refund, compensation for mental agony and reimbursement of legal expenses.
Amazon's Defence
Amazon contested the complaint and argued that the case suffered from non-joinder of a necessary party because the product had been sold by an independent third-party seller, Clicktech Retail Pvt Ltd, which had not been impleaded in the proceedings.
The company maintained that it merely operated the e-commerce platform and acted as an intermediary between buyers and sellers.
Amazon further submitted that its records showed the camera had been delivered correctly on 14 July 2025 through an OTP-secured delivery process. According to the company, the shipment was dispatched in tamper-proof packaging and delivery confirmation was sent to the customer through registered communication channels.
The company stated that after the buyer reported receipt of a wrong product, an internal investigation was conducted through its abuse risk investigation (ARI) mechanism. Based on shipment-weight records, scanning details and delivery verification, Amazon claimed that no discrepancy was found in the fulfilment process and, therefore, the refund request was rejected.
Amazon also argued that it could not be held responsible for alleged defects or delivery disputes relating to products sold by third-party sellers on its platform.
Commission Rejects Amazon's Stand
After examining the pleadings and documentary evidence submitted by both sides, the commission found that it was undisputed that the complainant had paid ₹38,990 for the camera and that the order had been delivered on 14 July 2025.
The commission noted that the complainant had produced photographs showing the Bellavita perfume set received in the package. It observed that Amazon had not specifically denied the authenticity of the photographs and had primarily relied on its defence that it was only an intermediary.
The bench observed that Amazon is a widely recognised and trusted e-commerce platform and that consumers place orders relying on the goodwill and reputation associated with the brand.
The commission said the complainant had ordered a camera but received an entirely unrelated product and that Amazon failed to adequately resolve the grievance. It further held that the company's reliance on technical objections regarding non-joinder of the seller could not absolve it of responsibility in the circumstances of the case.
Deficiency in Service Established
Holding that Amazon had failed to provide the product ordered by the consumer and had not satisfactorily addressed the complaint, the commission concluded that the company's conduct amounted to a deficiency in service.
"The complainant paid a sum of ₹38,990 and the opposite party is liable to refund the amount," the commission said while allowing the complaint.
Directions Issued
The consumer commission directed Amazon to:
- Refund ₹38,990 to the complainant;
- Pay interest at 6% per annum from the date of filing of the complaint until payment;
- Pay ₹2,000 towards litigation costs; and
- Comply with the order within 30 days and file a compliance report within 45 days.
The commission also directed the complainant to return the Bellavita perfume set to the commission.
The ruling is another reminder that e-commerce platforms may face consumer liability when customers are unable to obtain effective redressal for incorrect deliveries, particularly where the product delivered is entirely different from what was ordered.
(Consumer Complaint No.102/2025 Date: 5 May 2026)
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