Step 1: Get the facts and a date, in writing
Ask the seller for the container or Bill of Lading number, the Bill of Entry number and date, the port or ICD, the current status, and the manufacturer's BIS licence or application number. Then ask for two dates in writing: the expected delivery date, and the date after which they will refund you if the goods have not been delivered. A seller acting in good faith will usually give both. Keep the conversation on email or WhatsApp so there is a record. Save your order, quotation, invoice and payment receipts in one place. If the seller changes the story, for example first saying the goods are "at the port" and later "in a bonded warehouse", note the dates; our guide to bonded warehouses and re-export explains what each stage means.
Step 2: Agree who pays for the delay
Container detention, port storage and warehouse rent can add up during a long hold. These are the importer's costs to manage with the shipping line, port and warehouse, and each comes with an invoice. Before agreeing to wait, ask the seller to confirm in writing that none of these charges will be passed on to you, or exactly what will be. Do not pay any further amount without a proper invoice, and never pay an "extra" to have goods cleared. Legitimate customs duty is paid by the importer through ICEGATE, not in cash to an individual. If anyone asks you for an unofficial payment, decline and keep a record; a complaint can be made to the Commissioner of Customs of that port or on CPGRAMS (pgportal.gov.in).
Step 3: If the date passes, send a formal notice
If the promised date passes without delivery or refund, send a short, polite formal notice by email and, if possible, by registered post or courier. State what you ordered and when, what you paid (with dates and amounts), what was promised, that it has not been delivered, and that you ask for delivery by a specific date or a full refund within, say, 15 days. Attach copies of your order and receipts. Keep the tone factual. This notice is useful later because it shows you gave the seller a fair chance. Many disputes end here, because the seller would rather refund than face a complaint.
Step 4: National Consumer Helpline and e-Daakhil
If the notice does not work, call the National Consumer Helpline on 1915, which can take up the grievance with the business. If that fails, you can file a consumer complaint online on e-Daakhil (edaakhil.nic.in). Under the Consumer Protection Act 2019 and the 2021 jurisdiction rules, the District Consumer Commission hears complaints where the amount paid is up to ₹50 lakh, the State Commission from ₹50 lakh to ₹2 crore, and the National Commission above ₹2 crore. You can file where you live or work, and the complaint should be filed within two years of the cause of action. The Commission can order a refund, compensation and costs under section 39. Commissions aim to decide cases within three to five months, though timelines vary.
If the furniture is finally delivered
Long holds mean more handling, so inspect every piece before you sign. Photograph any damage and write it on the delivery challan. Check that what has arrived matches your order. If something is damaged, ask in writing for repair or replacement and a date. If you have already started a complaint, tell the Commission if the goods are delivered, so the case reflects what is actually owed. Most importers want to deliver and keep their customers; being clear and organised makes it easier for both sides.