Overlays Clothing — Complaint regarding deficiency in service, unfair trade practice, and refund of purchase amount

Address: Logix City Center Mall, C Block, Pocket C, Sector 19, Noida, Uttar Pradesh 201301

I purchased a T-shirt from Overlays Clothing through their online store vide Order No. 191056. After receiving the product, I found that the size was not appropriate despite ordering according to the size chart provided by the company. Therefore, I requested an exchange.

The exchange process was extremely delayed. The company took nearly two weeks to collect the original T-shirt despite repeated emails, messages, and continuous follow-ups from my side. This caused unnecessary inconvenience, mental harassment, and a complete lack of confidence in the company's customer service.

After several follow-ups, the company finally processed my exchange and issued Exchange Order No. 192103-EX. However, when I received the exchanged T-shirt, I found that it was again not suitable for me and did not meet my expectations in terms of fit, comfort, and overall quality. Since the exchanged product was also not up to the mark, I immediately requested the company to accept its return and refund the amount paid.

Instead of resolving my genuine grievance, the company demanded an additional ₹100 as a return/service charge. Although most reputed online shopping companies do not levy such charges, I agreed to pay the amount in order to resolve the issue. As instructed, I submitted clear photographs of the T-shirt.

Thereafter, instead of processing my refund, the company first asked me to submit fresh photographs and, after I complied with all their requirements, they arbitrarily rejected my return request. They refused to accept the return and issue a refund despite my willingness to pay the ₹100 service charge. Such conduct is arbitrary, unfair, and amounts to deficiency in service and unfair trade practice under the Consumer Protection Act, 2019.

Because of the company's unreasonable behaviour, I have been left with a T-shirt that I neither like nor wish to keep, while my hard-earned money remains blocked. This entire shopping experience has been the worst online shopping experience of my life and has caused me financial loss, mental agony, harassment, and unnecessary inconvenience.

Reliefs Sought

I respectfully pray that this Hon'ble Consumer Commission may kindly:

1. Direct the opposite party to accept the return of the T-shirt.
2. Direct the opposite party to refund the entire purchase amount paid by me.
3. Award suitable compensation for the mental harassment, inconvenience, and deficiency in service caused to me.
4. Award the cost of the present proceedings.
5. Pass any other order(s) deemed fit and proper in the interest of justice.

I declare that the facts stated above are true and correct to the best of my knowledge and belief.

Place: NEW DELHI

Date: 02/8/2026

Signature of the Complainant SUNNY SINGH