A district consumer disputes redressal commission in Mumbai has ruled that Amazon India cannot avoid responsibility for a defective television sold on its platform and must refund the buyer’s cost along with compensation and interest. The order emphasises that e-commerce marketplaces cannot claim mere intermediary status to evade liability when they actively facilitate sales and benefit commercially. Defective TV Purchase And Failed Resolution In the case, a Goregaon resident purchased a 40-inch Full HD LED TV for ₹16,499 in 2018 through Amazon’s online marketplace. Upon delivery, the TV suffered from poor sound, inferior picture quality and a non-functional remote control. Despite repeated complaints, emails and phone calls, Amazon neither replaced the product nor issued a refund. At one point, the company advised the customer to contact the manufacturer directly, closing the issue without resolution. Amazon’s ‘Intermediary’ Argument Rejected Amazon argued that it was merely an intermediary marketplace that facilitates transactions between third-party sellers and buyers, asserting that it did not manufacture or sell the product directly. The company also said that tax invoices were issued by the seller and that its role was limited to technical support under its terms of use. The consumer commission, however, rejected this defence. It… Read MoreBusiness Archives – Trak.in – Indian Business of Tech, Mobile & Startups
