Murraya — Complaint against Muraya for Deficiency in Service, Wrongful Withholding of Refund, and Unfair Trade Practice

Website: www.shopmurraya.com/?srsltid=AU7gw4XgASw7OC4_OWeIKf9ThXzTNKSU7f0Lqdg7G_icZPhCpQKzXTQe

​I placed an order with Muraya for two suit pieces totaling ₹10, 782 (Order 112903). Due to preference/ quality issues, I raised a valid return request for both items as per the company's return policy.
​Muraya scheduled and dispatched their authorized reverse-logistics pickup agent to collect the parcel from my registered address on [30th September 2026].
​Upon arrival, I handed over both suits to the pickup executive. I requested that the items be packed and sealed in my presence. However, the pickup agent categorically refused, explicitly informing me that as per their protocol, parcels are not packed at the doorstep and must be sealed at their local hub/office.
​Acting prudently and in good faith, I immediately reported this operational non-compliance to Muraya’s customer support team via a timestamped voice note, informing them that the items had been handed over and that their agent refused doorstep packing.
​Subsequently, on checking with Muraya about refund MurrY claimed they received only one suit piece at their warehouse. On this pretext, they issued a partial refund of only ₹4, 011 rs upand refused to refund the remaining ₹6711,
​When I contested this, Muraya absolved themselves of responsibility, blaming me for handing over the parcel without doorstep sealing—disregarding the fact that the agent was their appointed representative and that I had already placed this breach on record immediately upon handover.
​Grounds of Complaint:
​Vicarious Liability: Under the Consumer Protection act, Muraya is directly and vicariously liable for the acts, omissions, and representations of the logistics partner and delivery personnel they contracted.
​Deficiency in Service & Unfair Trade Practice: Penalizing a consumer for the procedural failure or potential pilferage by the company's own courier partner amounts to a gross deficiency in service and an unfair trade practice.
​Reliefs Sought:
​Immediate refund of the withheld balance amount of ₹[, 6, 711 along with interest.
​Appropriate compensation for mental harassment and litigation expenses incurred due to this dispute.
​List of Enclosures/Evidence:
​Copy of original invoice / order confirmation showing both items and total payment of ₹10, 782
​Return pickup confirmation / tracking details.
​Screenshot / audio file of the timestamped voice note sent immediately to customer support.
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​chat transcripts where Muraya denied the remaining refund.