<![CDATA[This study aims to analyze the mechanism of business actor liability for consumer losses caused by defective products and its conformity with Law Number 8 of 1999 concerning Consumer Protection. This research employs an empirical legal method with a qualitative approach, utilizing primary data obtained through interviews and secondary data derived from literature studies. The object of this study focuses on the handling of consumer complaints at PT. One Home Miss Life during the period of January 2025 to March 2026. The results indicate that the company has implemented a product replacement mechanism as the primary form of liability, with 65.7% of cases resolved through full unit replacement and 27.1% through spare part replacement. Normatively, this mechanism aligns with Article 19 of the Consumer Protection Law and the principle of strict liability, where the burden of proof is not imposed on consumers. However, in practice, several obstacles remain, including administrative requirements, suboptimal internal coordination, and limited replacement stock, which create a gap between legal provisions and their implementation. This study concludes that although the business actor’s liability generally complies with consumer protection principles, improvements in procedural aspects are still necessary to enhance effectiveness and legal certainty for consumers.]]>
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