Legal Notice to E-Commerce Company for Refund Format
An e-commerce refund notice is a written demand to an online platform or seller to refund money for an order that never arrived, came defective or was wrongly cancelled. It relies on the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and works best after you have already used the platform’s grievance officer.
When to send this notice
Use this notice when you have paid for goods or services on a marketplace or a brand’s own website, the order was not delivered, was defective or different from what was advertised, or the refund promised to you has not arrived. Send it to the platform and the seller together, with the order details, payments and your earlier complaint references.
Statutory basis
Under Section 2(47) of the Consumer Protection Act, 2019, an unfair trade practice includes refusing, after selling goods or rendering services, to take back defective goods or withdraw deficient services and refund the price within the period stated in the bill or, if none, within thirty days. Defects and deficiency are defined in Section 2(10) and 2(11). Under the Consumer Protection (E-Commerce) Rules, 2020, e-commerce entities must appoint a grievance officer who acknowledges a complaint within 48 hours and redresses it within one month (Rule 4(5)), and must make refunds in line with Reserve Bank of India directions. A consumer can file a complaint before the District Consumer Commission under Section 35 of the 2019 Act, online if desired, where the value of the goods or services paid does not exceed the District Commission’s limit (Rs. 50 lakh under the 2021 jurisdiction Rules), within two years of the cause of action (Section 69). The National Consumer Helpline (1915) offers pre-litigation assistance, and the Central Consumer Protection Authority can act against unfair trade practices.
[ON THE LETTERHEAD OF THE ADVOCATE / CONSUMER]
By Registered Post A/D & Email
Date: [DD/MM/YYYY]
To,
1. [Name of E-Commerce Entity / Platform], [Registered Office Address]
Attention: Grievance Officer
2. [Name of Seller as shown on the invoice], [Address]
Subject: Notice demanding refund of Rs. [Amount] for Order No. [___] under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
Sir/Madam,
Under instructions from my client, [Consumer Name], of [Address] ("my client"), I serve upon you the following notice:
1. That on [DD/MM/YYYY], my client placed Order No. [___] on [platform/website] for [product/service] and paid Rs. [Amount] by [UPI / card / net banking / cash on delivery], transaction reference [___].
2. That [the order was never delivered / the product delivered on (date) was defective, damaged or materially different from the listing, in that (describe) / the order was cancelled by you but the refund has not been credited].
3. That my client raised complaints with your customer care and grievance officer on [dates], ticket nos. [___], but no refund or satisfactory resolution has been provided within the time allowed under the Consumer Protection (E-Commerce) Rules, 2020.
4. That your refusal to refund the price is deficiency in service and an unfair trade practice under the Consumer Protection Act, 2019.
I therefore call upon you to refund Rs. [Amount] to my client’s original payment source, with interest at [__]% per annum from the date of payment, and to pay Rs. [Amount] as compensation for harassment and litigation cost, within fifteen (15) days of receipt of this notice, failing which my client shall file a complaint before the District Consumer Disputes Redressal Commission and approach the Central Consumer Protection Authority at your risk, cost, and consequences.
[Advocate Name / Consumer Name]
[Enrolment No. / Contact] Replace every [placeholder] with your own details before use.
How to send this legal notice
From draft to proof of delivery and the next legal step.
Save the order confirmation, invoice, payment proof, product photos and chat or email threads with the seller.
Raise a complaint with the platform’s grievance officer and note the ticket number and date.
Wait for the acknowledgement and resolution period under the E-Commerce Rules, and try the National Consumer Helpline (1915) in parallel.
Send the notice to the platform’s registered office and the seller, quoting the order and ticket numbers and demanding refund and interest.
For card or UPI payments, also raise a dispute or chargeback with your bank or card issuer.
If the refund is still not paid, file a consumer complaint within two years of the cause of action.
Frequently asked questions
Who should I send the notice to, the platform or the seller?
Send it to both. The platform is bound by the E-Commerce Rules and runs the payment and grievance process, while the seller may be liable for the goods. Name each in the notice and attach the invoice.
How long does a platform have to resolve a complaint?
Under Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer must acknowledge your complaint within 48 hours and resolve it within one month of receipt.
Is a legal notice needed before a consumer complaint?
No. Section 35 of the Consumer Protection Act, 2019 does not require a prior notice. A notice is still useful because it records your demand and sometimes settles the dispute without the cost of a case.
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From template to tracked notice
Draft from approved formats, dispatch with delivery proof, and get reminded before the reply window closes, then turn an unanswered notice into a case in one click.