Swiggy — Complaint regarding the defective product I received and the subsequent denial of replacement or refund

Address: Gurgaon

Website: www.swiggy.com/instamart

I am writing to formally lodge a complaint regarding the defective product I received and the subsequent denial of replacement or refund, despite prior assurances from customer support team. Below are the details of the issue:
# *Order Details: *
- *Product Name: * Vega EDGE-K-M Helmet
- *Order Date: * 11/07/2025
- *Order Amount: * ₹798

# *Issue Description: *
Upon receiving the product, I noticed that the visor was not fitted and was loosely supplied. When I attempted to fix it, I observed a *manufacturing defect* — the locks on the visor and the slots on the helmet were not aligned. As a result, only one side of the visor could fit into the slot, while the other side could not. Next day I also observed that one of the lock on visor was broken and it was found later on inside the carton in which product was delivered.

I immediately contacted their customer support team via the chat feature in your app and provided photos and videos clearly showing the issue. Their representative assured me that the defective product would be picked up on *12/07/2025 at 9:30 AM*, and I would be issued a refund. I was also informed that a supervisor would call me on *12/07/2025 at 9:00 AM* to address the matter. I have attached screenshots of the chat conversation for your reference.

# *Subsequent Events: *
On *12/07/2025*, no one contacted me for the return pickup, and I did not receive the promised call from your supervisor. Concerned about the lack of action, I reached out to your support team again via chat. To my surprise, I was informed that your company would *not provide a replacement or refund* for the defective product, citing company policy.

This response is completely unacceptable. I have paid the full amount for the product, and I was supplied with a defective item. It is their responsibility as the seller to ensure that the product is free from defects and to provide a resolution when issues arise. Denying a replacement or refund for a defective product is not only unethical but also a violation of consumer rights.

# *Resolution Requested: *
I request the following actions to resolve this matter:
1. *Immediate pickup of the defective product* from my address.
2. *Full refund of ₹798* to my original payment method.
3. * A penalty of Rs. 5000 on them for causing mental harassment to me.

# *Supporting Documents: *
- Photos and videos of the defective product.
- Screenshots of the chat conversation with your customer support team.

# *Legal and Consumer Rights: *
As per the *Consumer Protection Act, 2019*, I am entitled to receive a product that is free from defects. Supplying a defective product and refusing to provide a replacement or refund is a violation of my consumer rights. If this matter is not resolved promptly, I will have no choice but to escalate the issue to the *Consumer Forum* or other relevant authorities.