In today’s consumer-driven economy, the purchase of goods is often accompanied by the risk of receiving faulty or defective products. While returning defective products is widely recognized as a consumer right, many individuals choose not to exercise this option, often due to perceived inconvenience, lack of knowledge about return policies, or underestimating the long-term consequences. This study investigates the hidden costs of not returning faulty products from the consumer perspective in the urban areas of Thane and Mumbai. Utilizing a mixed-method approach, including surveys and in-depth interviews with a diverse sample of consumers, the research examines the financial, psychological, and practical implications of retaining defective goods. The findings reveal that consumers who do not return faulty products frequently incur indirect costs, such as increased maintenance expenses, reduced product lifespan, and, in some cases, compromised safety. Psychological impacts, including frustration, dissatisfaction, and erosion of trust in brands and retailers, were also significant. Additionally, by failing to report product defects, consumers inadvertently contribute to a cycle in which manufacturers lack feedback on quality issues, potentially perpetuating substandard products in the market. The study also identifies demographic and behavioural factors influencing non-return decisions, such as age, income, education level, and awareness of consumer rights. The research emphasizes the broader implications of these hidden costs, highlighting how individual choices can affect both personal finances and the wider marketplace. It underscores the need for increased consumer awareness regarding return policies and the importance of simplifying and promoting accessible return mechanisms. By bringing attention to the often-overlooked consequences of retaining faulty products, this study offers valuable insights for policymakers, consumer rights organizations, and businesses seeking to enhance customer satisfaction, accountability, and product quality. Ultimately, understanding the hidden costs of non-return behaviour provides a comprehensive perspective on consumer decision-making, contributing to strategies that protect consumers and encourage more responsible market practices in Thane, Mumbai, and similar urban contexts.
Ms. Alisha Serrao (Fri,) studied this question.