Company refusing missing item claim due to “no unboxing video”. Is this legal?

[User_dbe96f20]

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User_dbe96f20
PARTICIPANT
May 2, 2026 at 9:40 am

Hi everyone,

I need some advice regarding a recent order issue with an online brand called Ghar Soaps.

I placed an order on 27 April 2026. There was an offer stating that if I buy 4 products, I would receive 3 free gifts. When I received the package, I only got 2 free gifts instead of 3.

I contacted their support and shared clear photos of everything I received. However, they are refusing to help and are insisting on a “complete unboxing video from a sealed package” as mandatory proof. The problem is, this requirement was never mentioned anywhere during the purchase, and like most customers, I did not record an unboxing video.

They are now saying they cannot proceed without it, even though:

* I have provided photos of all items received
* They should be able to verify from their dispatch/packing records
* The offer was clearly advertised

This feels unfair because they are denying a valid claim based on a condition that was never disclosed beforehand.

My questions:

1. Is it legally valid for a company to deny claims due to lack of an unboxing video if it wasn’t clearly stated in advance?
2. Does this count as “deficiency in service” or “unfair trade practice” under the Consumer Protection Act, 2019?
3. I am planning to file a complaint with the National Consumer Helpline — is that the right next step?
4. Is it worth escalating further to a consumer court for a small-value claim like this?

Would really appreciate guidance from anyone who has dealt with similar situations or has legal knowledge.

Thanks in advance!

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