What can I do if an online seller refuses to refund a defective product?

First, make sure you've raised the complaint formally through the platform's own grievance mechanism, and keep records of all your communications, photos of the damaged product, and your order/payment confirmation — this documentation will matter if you need to escalate.

If the seller and platform still don't resolve it, you can file a consumer complaint before the District Consumer Commission, alleging deficiency in service and unfair trade practice. E-commerce platforms and sellers can be pursued together, and consumer forums allow you to file the complaint in the commission having jurisdiction over where you reside, not necessarily where the seller is based.

For smaller claims, this process is designed to be accessible without necessarily needing a lawyer, and can typically be filed online. Given the relatively low cost and effort involved, it's usually worth pursuing formally rather than giving up after the seller's refusal, especially if a meaningful amount of money is involved.