Refund dispute with online seller

Summary of Events: 1. Purchase and Initial Communication: • I purchased two sarees from [Dharohar Drapes] through their Instagram page, paying a negotiated total of ₹13,000 for a peach saree originally priced at ₹6,499 and a golden saree priced at ₹9,499. I specifically chose these sarees for my wedding functions. • During the purchase, there was no mention of a “No Return or Exchange” policy, nor was there any requirement communicated to record an unpacking video upon receiving the parcel. 2. Receipt of the Sarees and Discovery of Issues: • Upon receiving the sarees on [date], I immediately noticed several issues. The sarees appeared dull compared to the images provided by the seller. The golden saree had two large tears, and threads were coming out in various places. The blouse included with the red saree was of poor quality, looking like a wrinkled piece of dupatta fabric with visible stains. • Additionally, I was shocked to discover that the length of the sarees was only 4.5 meters, which is smaller than the standard size of 5.5 meters. This detail was never acknowledged before the purchase. 3. Communication with the Seller: • I promptly communicated these issues to the seller, providing pictures and detailed descriptions of the damages and concerns. Despite the obvious defects, the seller initially resisted the idea of a refund or return, citing the absence of an unpacking video. • The seller acknowledged that the damages were caused by their tailor, and it was due to these issues that the shipment took a month to arrive. However, they still did not offer a full refund, only proposing an exchange for one of the sarees. • Despite my repeated requests to return both sarees and receive a full refund, the seller has continued to offer only partial solutions. They have insisted on exchanging one saree while refunding the other, even though both sarees are unsuitable for my wedding functions due to their poor quality and the fact that their shorter length makes them unwearable for my body type. 4. Recent Developments: • The seller’s representative, Ishan, claimed that if I did not agree to an exchange, even the refund for one saree would be impossible because I did not have an unpacking video. They have repeatedly stated that the best they can offer is an exchange, with Ishan suggesting that things could get out of his control if I continue to pursue a full refund. • Additionally, the seller has claimed that I would not be able to gain anything legally due to the lack of an unpacking video, attempting to pressure me into accepting their terms. Claims and Legal Concerns: 1. Lack of Disclosure of Return Policy: • At no point before the purchase was I informed of a “No Return or Exchange” policy. This critical information was omitted during the sales process, which would have influenced my decision to buy. 2. Failure to Communicate Need for Unpacking Video: • The seller never communicated that I would need to record an unpacking video to validate any claims of damage. This requirement was only brought up after I reported the issues, which is unfair and unreasonable. 3. Misrepresentation of Product Specifications: • The sarees received were only 4.5 meters long, a size significantly smaller than the standard 5.5 meters typically required for such garments. This detail was not disclosed at the time of purchase, leading to a product that is unsuitable for my needs. 4. Acknowledgment of Fault by Seller: • The seller has admitted that the damages were caused by their tailor, and the delay in shipment was due to these issues. Despite this acknowledgment, they are still unwilling to provide a full refund. 5. Consumer Protection Laws in India: • Under Indian consumer protection laws, I have the right to receive goods that are of acceptable quality, free from defects, and fit for the purpose for which they are intended. The sarees I received were defective and misrepresented, and the seller’s refusal to refund or exchange based on undisclosed conditions (such as the unpacking video) violates these rights. Request for Legal Assistance: I seek your legal expertise to help me claim a full refund for both sarees due to the seller’s unprofessional conduct, misrepresentation of products, and failure to disclose crucial policies before the purchase. I am also considering potential damages for the inconvenience and stress caused by this prolonged and frustrating process.