Consumer forum directs Puma to refund ₹12,999 over rejected shoe warranty claim
HYDERABAD: The District Consumer Disputes Redressal Commission, Ranga Reddy, has directed Puma Sports India Pvt Ltd and its Sarath City Capital Mall store to refund ₹12,999 to a Hyderabad resident after rejecting his warranty claim for damaged shoes.
The commission also ordered the company and store to pay ₹5,000 as compensation and ₹3,000 towards litigation costs. It directed the complainant to return the shoes after receiving the refund.
Manish Kumar bought the shoes for ₹12,999 on October 2, 2025. About two months later, he noticed peeling and damage to the sole and cover material.
Kumar approached the Puma store on December 6 to claim warranty. The store told him the damage was due to “regular wear and tear”.
He contacted Puma customer support the next day and shared photographs of the damaged shoes. After several reminders, he escalated the matter to the company’s CEO on December 21 and followed it up again on December 26.
Kumar later approached the National Consumer Helpline. Puma again rejected his claim, citing its replacement and exchange policy, according to the commission’s order.
The consumer had sought the technical basis or an inspection report for rejecting his warranty claim.
Commission examines warranty exclusions
The commission examined Puma’s warranty policy, which listed exclusions including improper care, misuse, accidents, neglect, damage to laces, induced tears, fading caused by detergents and products beyond the warranty period.
However, the panel noted that “regular wear and tear” was not separately listed as an exclusion under the policy.
The commission also considered photographs submitted by Kumar showing visible peeling and damage to the shoes.
Puma and its store failed to file their written version within the stipulated 45-day period. The commission subsequently proceeded to decide the complaint without their response.
The commission partly allowed Kumar’s complaint and directed Puma and its store to refund ₹12,999 with 9% annual interest from December 6, 2025, until realisation.
The order gave the company and store 45 days to comply. Kumar was directed to return the shoes after receiving the refund.
