# “No return, no exchange”? Not for faulty goods.

> In Punjab the shop must show its return policy before you pay (section 20). But for a faulty product, no contract or notice can cut the seller's or maker's liability (section 12). Send a written notice, then go to the Consumer Court within 30 days.

- Topic: Consumer rights
- For: Citizens (buyers)
- A 12-slide carousel: https://failegal.site/media/no-return-no-exchange-not-for-faulty-goods-noreturn
- Published by FAI Legal on 2026-11-15

## First, the shop must show its policy.

Before you pay, on a sign where you buy.

> "Return and refund policy of a seller shall be disclosed to the buyer clearly before the transaction is completed by means of a sign at the point of purchase." (Punjab Consumer Protection Act 2005 · Section 20)

## Faulty? No board can stop you.

Section 12: no contract, no notice.

> "The liability of a person by virtue of this part to a consumer who has suffered damage shall not be limited or excluded by the terms of any contract or by any notice." (Punjab Consumer Protection Act 2005 · Section 12)

## What counts as faulty?

Section 4: one of four defects.

- **Made wrong** A defect in how it was built or what it is made of (s.5).
- **Designed wrong** A defect in its design (s.6).
- **No proper warning** An adequate warning was not given (s.7).
- **Breaks the warranty** It does not match the maker’s express warranty (s.8).

## Bought online? Same law.

The definition of consumer says so.

- **Covered** Online orders, teleshopping, direct selling and multi-level marketing.
- **Where** Section 2(c), Explanation, Punjab Consumer Protection Act 2005.
- **Not covered** Buying to resell, or for a commercial purpose.

## Step 1: a written notice.

Section 28: no notice, no case.

- **To whom** The maker, or a seller the law treats as one: own label, controls quality, or gives a foreign brand’s warranty (s.2(h)).
- **What to say** What is wrong, and that they fix it or pay damages (s.28(1)).
- **15 days** They must reply within 15 days (s.28(2)).
- **Keep proof** The court needs proof the notice was delivered (s.28(3)).

## The clock: 30 days.

From the day you learn it is faulty.

- **Starts** When you come to know of the defect.
- **Inside it** Send the notice, give the 15 days, then file the claim.
- **The court** Supreme Court, Civil Appeal 797 of 2017, 23 May 2023.

## Missed it? There is a hard limit.

Section 28(4), the provisos.

- **Good reason** The Consumer Court can allow a late claim for sufficient cause.
- **With a warranty** Not beyond 60 days after the warranty ends.
- **No warranty** Not beyond one year from the date of purchase.

## What the court can order.

Section 31: one or more of these.

- **Fix the defect**
- **Replace it with a new one**
- **Return the price you paid**
- **Compensation, damages and costs, lawyer’s fees included** If the only loss is that it stopped working, damages are limited to the price (or part of it) and costs (s.10).

## Quick quiz. What first?

Guess first, then swipe for the answer.

- **A. Give up, the board decides**
- **B. A written notice, then the Consumer Court**
- **C. Wait until the warranty ends**

## Answer: B. Notice first.

Then the Consumer Court, inside 30 days.

- **Keep the bill and the box**
- **Written notice, with proof it was delivered**
- **15 days for their reply**
- **Claim filed within 30 days of finding the fault**

## Sources

- Punjab Consumer Protection Act 2005 · Section 20: Return and refund policy
- Punjab Consumer Protection Act 2005 · Section 12: Prohibition on exclusions from liability

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Educational legal information, not legal advice. Every case turns on its own facts. Speak to a qualified lawyer about your situation. Review status: Pending advocate review.

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