A Door-to-Door Mixer Grinder, a Plain Paper Bill and a Burned Motor

Rights affected:

• Right to be informed: no proper bill, no dealer address, no warranty card, and a claimed ISI mark that may not be genuine.
• Right to safety and quality: the product failed in 20 days, which is not reasonable for a new mixer grinder.
• Right against unfair trade practice: a 'free' extended warranty that was actually a paid subscription is a misleading representation.
• Right to redressal: the seller's disappearance does not remove the family's remedy.

Liability: under the Consumer Protection Act, 2019, both the seller and the manufacturer can be proceeded against. The seller is liable for misleading claims and defective goods. The manufacturer cannot fully escape by saying the seller was unauthorised if the product genuinely carries its brand and was manufactured by it; product liability covers defective products. However, the family must show the product is genuine - the serial number, packaging and any purchase record help.

Important qualification: if the unit is a counterfeit or stolen institutional model, the manufacturer's liability becomes disputed, and the case against the seller becomes the stronger one. The family should not assume the manufacturer is automatically liable; they should file against both and let the evidence decide.

Evidence to collect now:

1. The handwritten bill, the UPI transaction record and the seller's contact details.
2. Photographs of the mixer, serial number, packaging and the burned motor.
3. The service centre's written estimate and its statement that the seller is not authorised - ask for this in writing or record the name and date of the person who said it.
4. The subscription form and bank statement showing ₹199 debits.
5. A written complaint to the manufacturer's customer care by email, with a copy kept.

Steps:

1. Cancel the subscription mandate through the UPI or bank app and ask the bank in writing to stop future debits; claim a refund of debits taken without clear consent.
2. Send a written complaint to the seller and manufacturer, asking for replacement or refund and compensation for the repair estimate. Keep proof of dispatch.
3. Register on the National Consumer Helpline for mediation; this is free and often faster than litigation.
4. File before the District Consumer Commission if mediation fails, using the e-Daakhil portal. The limitation period is two years from the cause of action, so there is no need to rush into a poorly prepared filing.
5. Claim specifically: refund or replacement, ₹2,200 repair cost, compensation for mental agony and litigation cost.

Timeline: a mediation attempt within 2–4 weeks; commission filing thereafter. Keep every acknowledgement.

Lessons:

• Buy from an authorised dealer and check the dealer's address and GST details on the bill. A doorstep 'offer' with no proper bill is a warning, not a bargain.
• Never pay a business to a personal UPI account without a proper invoice. Payment records matter in a dispute, but a personal account makes tracing the seller harder.
• Claimed ISI marks should be verified. A mark printed on a carton is not proof; look for the licence details and check the product listing.
• Read any 'free' form before signing. Free extended warranties often hide a subscription mandate. Check the bank statement for small recurring debits.
• Keep the warranty card and bill in one place, and photograph them.

For the community: the self-help group or residents' association can keep a list of authorised service centres and circulate a simple checklist before festival sales. Consumer clubs in schools can practise reading a bill and identifying missing details.

Reasoning: the family's strongest protection is not bargaining skill but documentation. The cheapest price from an untraceable seller became the most expensive purchase once the motor failed.