Are you an aware customer? Do you check the parameters relating to quality and quantity before making the purchase? If you are the kind of person who examines things, you should examine products too before purchasing them. Let me discuss some things relating to the rights of customers and how you can utilize those rights.

Always insist on a bill

Many customers have the attitude of 'what's there in a bill'? But this attitude should not be present when you purchase a product. A bill is proof that the product has been purchased by you. You can get a refund or exchange on showing the bill if you have been given a faulty product. Also be sure that you get a proper bill for the product, and not a false bill. A proper bill is printed, with the name of the store on the top and should have the manager's/owner's signature at the bottom. You can show a proper bill in a court of law as proof of purchase. Many people make the mistake of not demanding a proper bill for products that are not costly. But this has attitude to change. Always demand and keep bills safe. They will come in handy if you want an exchange or refund. Check up expiry date of the product before purchase and insist on a warranty card too if you are purchasing an electronic product.

Read the terms and conditions before purchasing

Normally a product brochure contains the terms and conditions of the product. It will tell you what rights you have on the product and when you can demand an exchange. The terms and conditions will also tell you in what circumstances an exchange will not be granted. If you are buying a costly product, be sure to read the brochure on the terms and conditions of the product.

Keep the packing safe

Keep the brochure and packing of the product safe. Make a packet where you can store such things. Don't dispose off the packing covers/boxes of your fridge and washing machines. Keep them in your store room. Even if you do not ever go in for a refund or exchange, these boxes will help you carry your fridge/washing machine in case you shift your residence.

Check the warranty/guarantee slip

Many parents are concerned whether a product is safe for kids and family members. A safe product has an 'ISI' or 'eggmark' mark on it. Also check up on how much guarantee/warranty the product has. Faulty products can be replaced within the guarantee/warranty period.

Check the ingredients on food products

Always check up the ingredients on the box before purchasing a food product. There may be some ingredients in it that may not be suitable for you or your family member.  Also check up the expiry date of the food product. Never by a food product after the expiry date on it.

When you can make your complain

You can make a complain if

  • The product is faulty.
  • If you have to make payment more than the maximum retail price.
  • If the product has caused an injury to you or your family member.
  • If you are not happy with the after sale service.

What you can expect after your complain

You can expect the following things in case you make a complain

  • Repair of the faulty product.
  • Replacement of the faulty product.
  • Full refund if the product cannot be replaced.
  • Compensation for damages incurred on using the faulty product.

How to make an appeal

The first thing you have to do if you get a faulty product is to send a notice to the company. If the company does not resolve your grievance in a reasonable amount of time, approach the consumer court in your district. Once you appeal to the court it will take 21 days for the4 court to decide if your request is justified. If so, the court will hear your case. If you are not happy with the decision at the district level authorities you can approach the state level authorities and if you are still not happy, you can approach the national level authorities. You will have to submit a written complain to the authorities.  Also mention the following details in your complain

  • Your name and full address
  • Your main grievance relating to the product.
  • The address of the store from where the product was purchased.
  • Mention whether the company/store was able to solve your problem or not.
  • Ask for a reply within a time limit period.
  • Attach copies of the bill, warranty slips etc.
  • Keep a copy of the complain with yourself.




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