Formal Legal Escalation: Incomplete Delivery, Unjust Refund Rejection & Violation of Consumer Rights – Order No. 232127231601696640

[pranitakumaridas]

Dear Meesho Grievance & Legal Team,
I am writing this email as a formal escalation and legal notice precursor regarding a clear case of incomplete delivery, wrongful denial of refund, and violation of consumer rights in relation to the below order:
Order Number: 232127231601696640
Product: URBAN Poly Cotton 3D Printed Curtain (7 Feet)
Quantity Ordered: 1 Set (2 curtain pieces for one window)
Payment Mode: Prepaid
Customer Name: Pranita Das
1. FACTUAL BACKGROUND (UNDISPUTED FACTS)

1. I ordered one complete curtain set, which as per the product listing explicitly contains two curtain pieces for a single window.
2. I received only ONE curtain piece, making the delivery materially incomplete.
3. On the same day of delivery, I raised the issue via the Meesho app under the reason:
   
   Received incomplete product (missing quantity / accessory)​
4. The app accepted my complaint, confirming that:
5. • The request was within the allowed time, and
   • The issue was valid as per Meesho’s own workflows.
6. Despite this, Meesho later rejected the request, citing:
   
   “Return / Exchange not available as the 7-day return period has expired.”​

This response is factually incorrect, logically flawed, and legally untenable.
2. CORE ISSUE: THIS IS NOT A “RETURN” CASE
Let me state this unambiguously:

• I am NOT returning the product.
• I am NOT seeking an exchange.
• I am seeking a refund for the item that was NEVER DELIVERED.

Invoking a “7-day return window” in a case of short delivery is a gross misapplication of policy and demonstrates a fundamental misunderstanding of consumer law.
3. LOGICAL INCONSISTENCIES & SYSTEMIC FAILURE
Your own platform contradicts your rejection:

• If I were not eligible, the app would not have allowed me to raise the complaint at all.
• The complaint was raised within the system-defined timeframe.
• Rejecting it later while claiming “time expired” is arbitrary and opaque.

This creates a false illusion of grievance redressal, where consumers are allowed to raise complaints but are denied resolution without reasoned justification.
4. LEGAL VIOLATIONS UNDER INDIAN LAW
Your actions violate multiple provisions under Indian consumer protection laws, including but not limited to:
a) Consumer Protection Act, 2019

• Deficiency in Service (Section 2(11)) – Failure to deliver the complete product paid for.
• Unfair Trade Practice (Section 2(47)) – Charging full consideration for goods not delivered.
• Right to Seek Redressal – Arbitrary denial without adjudication.

b) Legal Principle of “Unjust Enrichment”

• Retaining payment for goods never supplied constitutes unlawful enrichment.

c) E-commerce Rules, 2020

• Marketplace entities are jointly responsible for ensuring:
• • Accurate delivery
  • Timely grievance resolution
  • Transparent complaint handling

Failure to refund for an undelivered item is a direct breach of these obligations.
5. SERIOUS CONCERNS ON Meesho’s GRIEVANCE HANDLING
The response I received reflects:

• Mechanical reliance on scripted replies
• Zero application of logic or case-specific review
• Absence of human judgment
• Denial of natural justice

This raises serious concerns about whether Meesho operates an effective grievance redressal mechanism as mandated by law, or merely a procedural façade.
6. CLEAR QUESTIONS THAT REQUIRE WRITTEN ANSWERS
I formally request written answers to the following:

1. How can Meesho legally retain payment for an item that was never delivered?
2. How does a “return window” apply when no return is involved?
3. Why was my complaint accepted by the app if I was allegedly ineligible?
4. Where is the documented policy that allows Meesho to deny refunds for short delivery?
5. Who reviewed my case, and on what grounds was it rejected?

7. DEMAND FOR IMMEDIATE RESOLUTION
I hereby demand the following within 7 calendar days from receipt of this email:

• Immediate refund for the missing curtain piece (₹299 or applicable amount), OR
• Delivery of the missing item at no additional cost, AND
• A written explanation addressing the above points.

8. NEXT STEPS IF UNRESOLVED
If this matter is not resolved within the stipulated time, I will be constrained to:

• File a formal complaint with the National Consumer Helpline (NCH)
• Initiate proceedings before the District Consumer Disputes Redressal Commission
• Escalate the issue publicly across appropriate platforms as a matter of consumer awareness

This email may be treated as documentary evidence of Meesho’s refusal to resolve a legitimate grievance.
I expect Meesho, as a major e-commerce platform, to act with fairness, legality, and basic commercial ethics, rather than hiding behind misapplied policies.
I await your reasoned and lawful response.

Best regards,
Pranita Das