Change In Colour Of Garment Ordered, Thiruvananthapuram District Commission Holds Ajio Liable

Brief Facts:

The Complainant purchased a kurtha from Ajio.com and opted for cash on delivery. The kurtha, priced at Rs. 828/-, had a change in colour upon its first wash. The Complainant made several attempts to communicate this issue to Ajio through both email and phone, but no response was received. Feeling aggrieved, the Complainant filed a consumer complaint in the District Consumer Disputes Redressal Commission, Thiruvananthapuram, Kerala (“District Commission”) against Ajio. Ajio didn't appear before the District Commission for the proceedings.

Observations by the District Commission:

The District Commission examined the Copy of the receipt for payment of kurtha and the actual kurtha. It held that the evidence clearly showed faded colour in parts. It held that the Complainant paid Rs. 828/- via cash on delivery for the kurtha, and subsequent washing caused a noticeable change in its colour. Despite attempts to notify Ajio, it failed to respond or rectify the issue.

The District Commission held that this non-response from Ajio left the Complainant's deposition unchallenged. Therefore, it held that this lack of action on the part of Ajio constituted a deficiency in service which obligated Ajio to address and resolve grievances raised by consumers.

Consequently, the District Commission directed Ajio to either provide a new kurtha of the same size and colour or refund Rs. 828/- to the Complainant. Additionally, Ajio was directed to pay Rs. 1500/- as compensation to the Complainant for the inconvenience caused and Rs. 1000/- towards the cost of the proceedings.

Case Title: S. Mini vs AJIO

Case Number: 144/2023

Date of Pronouncement: 19/04/2024