Consumer panel fines store Rs 10,000 for not exchanging backpack

TNN Ludhiana: The district consumer disputes redressal commission has directed a retail store chain to pay Rs 10,000 compensation to a customer after it allegedly failed to exchange a backpack he had purchased. The commission has also ordered the store to refund the Rs 899 invoice amount to complainant Hardip Singh, a resident of Gondwal village in Ludhiana district, within 30 days from the date of receipt of the returned product. The complainant has been directed to hand over the backpack to the store within the stipulated time.According to the complaint, Hardip Singh purchased a backpack for his son from the store on Aug 30, 2023. He stated that the store had assured him that the product could be exchanged within 14 days of purchase, and exchange conditions were printed on the backside of the invoice. On Sept 1, 2023, the complainant visited the store to exchange the bag for a different colour. However, he alleged that the store refused to exchange the item despite the exchange terms agreed upon at the time of sale.He said he repeatedly requested the store to allow the exchange, but each time, the request was denied. The complainant stated that on Sept 2, 2023, he sent an e-mail to the customer service of the company seeking the exchange within the stipulated time as per invoice conditions, but he did not receive a response. He claimed to have suffered mental pain, harassment, and inconvenience due to what he described as deficiency in service by the store. In his complaint, he demanded a refund of Rs 899 with 12% annual interest from the date of purchase, compensation of Rs 50,000, and Rs 11,000 as litigation expenses.Upon receiving the notice, the store representative appeared and submitted a written statement. It was argued that the product could only be replaced by the manufacturer, who had not been made a party to the case by the complainant. The store cited its terms and conditions, stating that original invoice, product tags, and warranty card were essential for any return or exchange. It was also pointed out that all exchange and return was to be handled exclusively by the manufacturer and not by the store under any circumstances.During the proceedings, the complainant submitted his affidavit and supporting documents, reiterating his allegations. The opposite party, however, did not produce any evidence in its defence, despite the commission granting multiple opportunities, including a last and final chance, along with imposition of Rs 500 as cost for non-compliance.The commission observed that since the store had failed to submit evidence, the complainant's assertions remained unrebutted. After examining available material, the commission concluded that it was appropriate to direct the complainant to return the backpack within 15 days of receiving the order. It also directed the store to refund the Rs 899 invoice value within 30 days from the date it receives the product back from the complainant.In addition to the refund, the commission ordered the store to pay a composite compensation of Rs 10,000 to the complainant.