AC bought online not delivered, damaged or not installed? Your options in India

When an AC or geyser bought online is delayed, delivered damaged, the wrong model, or never installed, raise it first with the platform's customer support and grievance officer and the seller, within the return or replacement window stated on the order, and keep screenshots. Installation for large appliances bought online is often done by the brand's service network, so you may also need to book or chase installation with the brand. The Consumer Protection (E-Commerce) Rules, 2020 require e-commerce entities to show seller details, return and refund policies, and to run a grievance mechanism with a grievance officer. If the issue is not resolved, go to the National Consumer Helpline (1915) and then e-Jagriti.

Part of AC or geyser problem: which official route to use.

Who is responsible for what

Party	Typical responsibility	Where to find their details
Marketplace (platform)	Listing, payment, logistics if it delivers, grievance handling, return process under its policy	Order page, platform's grievance officer page
Seller	The product sold, invoice, warranty pass-through, replacement or refund under the policy	Seller name on the order and invoice
Brand (manufacturer)	Warranty and, often, installation through its service network	Warranty card, brand website
Inventory-model platform (sells its own stock)	Acts as the seller as well	Invoice

The E-Commerce Rules require the platform to display information about sellers, including their name and address, and to appoint a grievance officer (rule 4(4)) who must acknowledge your complaint within 48 hours and resolve it within one month of receipt (rule 4(5)). The Consumer Protection (E-Commerce) (Amendment) Rules, 2026 (G.S.R. 789(E), 9 September 2026), in force from 1 January 2027, add that the grievance officer must give you a copy of the complaint as recorded, and that every e-commerce entity must join the National Consumer Helpline convergence process.

Common problems and what to do

Problem	First action	Evidence
Delivery delayed beyond promised date	Raise through order page; ask for a firm date or cancellation and refund	Order confirmation with promised date
Box damaged at delivery	Note it on the delivery receipt or refuse; photograph immediately	Photos/video of box and unit
Unit damaged when unpacked by installer	Installer to record; raise replacement request within the window	Installer's report, photos
Wrong model or tonnage delivered	Do not install; request replacement	Photo of label and model plate vs order
Indoor or outdoor unit missing (split AC delivered in two parts)	Raise with the platform; do not schedule installation until both arrive	Delivery records
Installation not scheduled	Book with brand using invoice; escalate to platform if the order promised installation	Order page showing installation service
Extra installation charges not mentioned	Compare with the brand's rate card; query before paying	Rate card, bill
Refund not received after return	Ask the platform for the refund reference and timeline	Return pickup receipt

Return windows for large appliances

Platforms often handle large appliances differently from small items: a replacement-only or brand-installation-linked policy, or a short window that starts from delivery or installation. Read the policy on the product page before ordering and save a screenshot. A damaged or wrong product should be reported immediately, ideally while the installer is present, because later claims are harder to prove.

Payment, EMI and refunds

If you paid by card, keep the transaction reference. If the merchant does not resolve a failed delivery, ask your bank about its dispute process.
If you used an EMI, a cancellation should also cancel the EMI; check with the bank that no interest or processing fee remains, or that it is refunded. The EMI calculator shows what was charged.
Cash on delivery refunds may be routed to a bank account or wallet; keep the confirmation.

Before you order an AC online

Check the seller name, the return and replacement policy and whether installation is included and by whom
Check the BEE label image, tonnage and model number on the listing match the brand's site (BEE label guide)
Confirm GST is shown on the invoice (18% on room ACs from 22 September 2025)
Ensure the delivery address has access for a large box and that you will be present
Ask how extra installation items are billed (installation charges)

Escalation steps

Order page complaint, with photos. Note the ticket number.
Platform grievance officer: write with ticket numbers and the remedy you want.
Brand, for installation and warranty matters.
National Consumer Helpline (1915): many e-commerce platforms respond through it.
e-Jagriti: name the platform, seller and brand as appropriate. See consumer complaint on e-Jagriti.

Illustrative refund claim

Item	Amount (illustrative)
AC price paid	₹38,500
Installation booked through the platform	₹1,500
Bank processing fee on EMI (not refunded)	₹199
Total to be refunded	₹40,199

If the order is cancelled for non-delivery, ask for the full amount including fees charged because of the order.

FAQ

Can the platform say "contact the seller" and close my complaint?

The platform must run a grievance mechanism under the E-Commerce Rules. Ask its grievance officer to resolve or escalate, and note the reply.

The brand's installer says the box was damaged before he came. What now?

If you noted damage at delivery, the platform's logistics is involved. If not, raise a replacement request immediately with the installer's report.

Is installation part of my consumer rights if the listing promised it?

If installation was part of what you paid for or what was promised, failure to provide it can be a deficiency in service.

Sources

Department of Consumer Affairs — Consumer Protection (E-Commerce) Rules, 2020
National Consumer Helpline — 1915 and convergence with e-commerce companies
e-Jagriti — consumer complaints
Bureau of Energy Efficiency — verify label claims