Expired online food or medicine: complaints, compensation and safety checks in India

An allegation that an online grocery order contained expired gram flour has prompted a food-safety investigation in India and renewed attention to what customers can do when delivered food or medicine is out of date. The complaint concerns Zepto, and the investigation is not a finding against the company.

According to the Food Safety and Standards Authority of India, a customer complained on X that a delivered packet carried a use-by date of 12 September 2026. The authority sought an explanation from Zepto and ordered an inquiry.

Fast delivery does not remove the need to inspect a package after it arrives. The issue raises separate questions about refunds, compensation for harm, the duties of sellers and platforms, and the evidence a customer should keep.

Complaints, records and compensation

Supreme Court advocate and consumer-law specialist Satyam Singh Rajput says customers receiving expired food can complain against the company or seller. He says action may be available under the Consumer Protection Act 2019 and the Food Safety and Standards Act 2006. The applicable remedy depends on the facts and the law in each case.

His advice is to retain order details, invoices and evidence of the printed expiry date. Start with the seller or platform's customer service. If that does not solve the problem, customers can contact India's National Consumer Helpline on 1915 or complain through FSSAI's Food Safety Connect service.

A consumer commission is another route if the dispute remains unresolved. Rajput says it can order a refund, compensation for resulting harm and legal costs. Proven food-safety breaches may bring fines or, in some cases, licence cancellation. Supplying unsafe food can also expose those responsible to imprisonment and fines under the relevant provisions.

Health risks and the meaning of dates

Professor Monika Arora, vice-president for research and health promotion at the Public Health Foundation of India, says the risk from expired food varies with the product and its storage conditions. Moisture can encourage mould in flour, grains and spices.

She explains that toxins produced by some moulds may damage the liver, while repeated long-term exposure can increase the risk of liver cancer. Vomiting, diarrhoea and abdominal pain are among the possible immediate effects of contaminated food.

Arora distinguishes best-before dates, which describe the period of best quality, from use-by or expiry dates, after which consumption may be unsafe. If the date cannot be read clearly, or there is doubt about safety, experts advise not eating the product.

Platform and seller responsibilities

Rajput says responsibility may extend to an online platform, a seller and a manufacturer. A seller can face action for selling expired stock, while a platform may be responsible for a failure in its service. Saying that a third party sold the goods does not by itself settle the platform's liability; that depends on the particular case and applicable rules.

The 2024 FSSAI guidance described in the report asks online platforms to ensure food and drink have at least 30% of shelf life or 45 days remaining when delivered. Sellers must hold a valid FSSAI licence, and online product information should match the package.

Earlier consumer rulings illustrate the possibility of compensation, rather than guaranteeing an award in every dispute. A Hyderabad district consumer commission reportedly directed Swiggy Instamart and Keventer Agro Limited to pay a customer 20,000 rupees after expired chicken was delivered, in a case reported in June 2026.

In another reported decision, the Kangra district consumer commission in Himachal Pradesh ordered Reliance Smart Point to pay 15,000 rupees compensation and 5,000 rupees in legal costs for selling expired noodles.

Expired medicine needs particular care

Rajput says medicines are subject to stricter sale and storage controls than ordinary food, and an expired-medicine complaint may lead to action under the Drugs and Cosmetics Act 1940. Start with the e-pharmacy or selling platform; an unresolved complaint can then go to the state drug controller or a drug inspector.

Customers may also use helpline 1915 or approach a consumer commission. If an expired medicine has caused harm, medical records and other evidence can support a compensation claim. Seek medical advice first, and retain the packaging, receipt and order records rather than discarding them.

Disposal, false labels and prevention

Rajput says companies generally withdraw expired goods from shops and warehouses, destroy them or dispose of them safely, and keep records. A concern is that some sellers may instead try to put expired goods back on sale.

Changing or covering an expiry date with a new label to make old stock appear fresh is unlawful, he says. Where altered dates or misleading labelling are proved, action can follow against the seller or company. He describes food-law provisions permitting penalties from 300,000 to one million rupees for relevant false-information or mislabelling offences; the penalty depends on the offence established.

Such concerns can be reported to FSSAI, the relevant food-safety department or a consumer commission. Preventing expired stock from returning to the market remains a separate enforcement question from resolving an individual refund.

Arora warns that smell, taste and appearance cannot reliably reveal harmful toxins. Reheating food or removing visible mould does not necessarily make it safe. Understanding the difference between quality dates and safety dates is therefore important.

Check dates both when buying and before use, follow storage instructions, and do not use packages that are swollen or leaking, she advises. Online buyers cannot inspect an item before ordering, making the delivery check especially important. Knowing where to complain helps stop unsafe or falsely labelled goods being ignored and used.