The Srinagar Consumer Commission has held online marketplace Snapmint liable for deficiency in service and unfair trade practice after a customer received a broken induction cooktop of a different brand than the one he ordered. The commission ordered the platform to either replace the product or refund the purchase amount of ₹1,819 and to pay the complainant a compensation of ₹22,000.

Chronology of the grievance

Hamid Gulzar placed an order in 2023 for a Pigeon brand induction cooktop through Snapmint, paying a total of ₹1,918, including an EMI of ₹516. Upon unboxing, he discovered that the appliance was not only broken but also a different brand and model from what he had paid for. He immediately lodged a complaint with Snapmint, requesting a replacement.

Snapmint asked Gulzar to submit an unboxing video, which he did, and assured him that the issue would be resolved within a few days. However, no corrective action was taken. After a month, an agent from Snapmint contacted him for the pending EMI, prompting Gulzar to raise his grievance again. The agent offered empty assurances, and the platform continued to ignore the complaint.

Commission’s examination and verdict

During an open‑court inspection, the commission found the induction cooktop non‑functional and not matching the brand and model ordered. Snapmint neither appeared before the commission nor filed a written defence, further weakening its position. The commission directed Snapmint to either replace the defective unit with a new one of the exact brand and model or refund the amount paid. Additionally, the platform was ordered to pay ₹20,000 for mental agony, harassment and distress, plus ₹2,000 in litigation costs.

Wider implications

This ruling underscores that e‑commerce platforms can be held accountable for delivering products that deviate from the promised specifications. It sends a clear message that mere verbal assurances are insufficient; companies must resolve consumer grievances promptly or face liability for service deficiency and unfair trade practices. The decision strengthens consumer protection in India’s rapidly expanding digital marketplace and may encourage stricter compliance across the sector.

Guidance for consumers

Consumers facing similar issues can contact their state consumer helpline (Jammu & Kashmir: 1800‑180‑7114) or the National Consumer Helpline at 1915. Maintaining records of all communications and filing complaints promptly can accelerate redressal.