New phone or laptop defective? How to get a replacement or refund in India
Updated 2026-10 · General information, not legal advice.
A defect in a new device is covered by the warranty and consumer law. The key is to record each service visit and to ask for replacement or refund when repairs keep failing.
When to use this
- The device has a defect within warranty
- The same fault returns after repairs
- The seller or service centre blames you for the damage
Step by step
- 1
Keep every document
Bill, warranty card, serial or IMEI number, job sheets and photos or video of the defect.
- 2
Use the seller's return window
If it is within the return or replacement window, ask the seller or platform for a replacement or refund straight away.
- 3
Escalate to the manufacturer
Write to the manufacturer's grievance officer with the job sheets, asking for replacement or refund.
- 4
Send a notice and file at the Consumer Commission
Send a legal notice to the seller and manufacturer, then file at e-Jagriti for replacement, refund and compensation.
Key facts
- Ask the service centre to write your complaint on the job sheet
- Time limit at the Consumer Commission is 2 years
- Name both the seller and the manufacturer
Get your free action plan
Tell us what happened. We show your options, draft the letters and track every deadline.
Common questions
Can I get a refund for a phone that keeps failing?
You can ask for replacement or refund, and a record of repeated repairs strengthens the claim.
What if the company says it is physical damage?
Ask for the inspection report in writing and get an independent opinion.