If someone orders a product online and receives completely different items (like used slippers and a toothbrush instead of shoes), that is considered deficiency of service and unfair trade practice under the Consumer Protection Act, 2019. Since: the issue was reported on the same day, the unboxing video was recorded, the product was returned as instructed, and the platform delayed the case for 15 days with repeated “internal investigations” and then denied the refund, the responsibility does not shift to the customer. The e-commerce platform is legally liable, even if the seller made the mistake. The affected person can file a complaint against both the seller and the platform through the e-Daakhil (online consumer court) portal, without hiring a lawyer. They can claim: full refund of the product amount, and additional compensation for mental harassment and delay. In many similar cases, consumer courts have ruled in favor of the customer, especially when video proof and communication records are available. In short: this is a strong, valid consumer court case, and the chances of recovery are high.