A Telangana consumer has won a legal battle after a shoe company rejected his warranty claim for a pair of Rs 12,999 shoes that developed visible damage within just two months of purchase.
The Rangareddy District Consumer Disputes Redressal Commission found the company deficient in service and guilty of an unfair trade practice, directing it to pay nearly Rs 21,000 to the customer.
Shoes Developed Problems Within Two Months
The 45-year-old consumer purchased the shoes in October 2025 for Rs 12,999.
According to his complaint, the footwear developed visible peeling and other damage within two months despite being used carefully and appropriately.
The customer approached the company seeking a warranty claim, pointing out that the product was still within the company’s specified warranty period.
However, the company rejected the claim, describing the damage as “regular wear and tear”.
Company Failed To Provide Technical Evidence
The consumer then approached the district commission, alleging deficiency in service and unfair trade practices.
A key issue before the commission was whether the company had sufficient evidence to classify the damage as normal wear and tear.
The commission noted that the company did not provide a technical inspection report or other supporting material to substantiate its claim.
The consumer, on the other hand, had submitted photographs showing the condition of the shoes.
The commission observed that simply describing a defect as regular wear and tear, without supporting technical evidence, was not sufficient to justify rejection of the warranty claim, particularly when the problem had appeared within a short period after purchase.
Company Did Not Properly Contest The Complaint
The commission also noted that despite receiving notice, the company failed to properly contest the complaint.
Based on the documents submitted by the consumer and the absence of sufficient contrary evidence, the commission concluded that the warranty claim had been rejected without adequate justification.
It held that the company had not only provided deficient service but had also resorted to an unfair trade practice.
Customer Gets Rs 20,999
The commission decided that asking the company to conduct another warranty assessment at this stage would not provide an effective remedy.
Instead, it ordered the company to refund the full purchase price of Rs 12,999.
The consumer was also awarded Rs 5,000 for mental agony and inconvenience caused by the handling and rejection of his warranty claim.
Another Rs 3,000 was awarded towards litigation costs.
The total amount comes to Rs 20,999, or almost Rs 21,000.
The customer has been directed to return the shoes to the company after receiving the refund.
What This Means For Consumers
The ruling highlights that companies cannot necessarily reject warranty claims simply by labelling product damage as normal wear and tear.
Where a product develops problems soon after purchase, consumers can seek an explanation and supporting evidence for the rejection, particularly when the product remains within the stated warranty period.
The case also shows that consumer commissions can examine whether a company’s warranty decision amounts to deficiency in service or an unfair trade practice.
Summary
A Telangana man who bought Rs 12,999 shoes saw them develop visible damage within two months. The company rejected his warranty claim, calling it regular wear and tear, but failed to provide technical evidence supporting that decision. The Rangareddy consumer commission ordered a Rs 12,999 refund, Rs 5,000 compensation and Rs 3,000 litigation costs, totalling Rs 20,999.
