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Eureka Forbes avoids refund & return, Consumer Forum ordered return, refund & Compensation


When buying online, you are promised hassle free return and easy refund policy, but in case of refunds, companies often ignore emails, refuse returns and delay communication to avoid refunding the paid amount. If you are suffering from such an issue, then knock the doors of District Consumer Disputes Redressal Forum Indore and seek justice with compensation for mental harassment by the company.
Resolving one such case and helping an aggrieved customer, the forum president Omprakash Sharma and member Sumitra Hatiwala ordered Eureka Forbes to refund full amount of the product and compensation of Rs 5,000.
The case was filed under Section 12of the Consumer Protection Act, 1986 by resident of Samwad Nagar, Navlakha square.
Plaintiff Vivek Verma, son of Surrendra Verma, had ordered Aquaguard Smart Plus 6-Litres RO+UV+MTDS Water Purifier from Eureka Forbes Ltd through an online marketplace. The product costing Rs 9,499 was ordered on November 3, 2018.
The product was delivered on November 11, 2018 costing Rs 9,539 including shipping and delivery charges by Eureka Forbes. In the order details, the company quoted its hassle free return and refund policy quoting, “We offer you a No Questions Asked Return Policy, to provide you with a worry free shopping experience, when you choose to make a full payment on eurekaforbes.com. If you are unsatisfied with the item, you may conveniently return it, in its original packaging for a refund.”
When the plaintiff installed the RO purifier and tried to filter water, the product failed to soften the hardness of water. “We called the engineer to check the product and he found some error, because of which the purified water was still hard,” Verma said.
Unsatisfied with the product, the plaintiff decided to return the product for a full refund. He wrote an email to the company requesting return and refund.
The plaintiff did not receive any response. He wrote several emails but received no proper response. “On December 6, 2018, I sent a notice to the company demanding return and refund, but the company kept delaying and giving excuses,” Verma said.
Finally, left with no other option, the plaintiff approached consumer forum. After hearing both the sides of case, the forum found Eureka Forbes at fault and ordered the company to refund the full amount of product, i.e. Rs 9,499. The refund amount has to repaid back with interest of 9 percent per annum from December 6, 2018.
Further, compensation for improper service causing mental harassment to the consumer was ordered of Rs 3,000. For other charges including forum charges, the forum ordered company to pay Rs 2,000.


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