Noida Woman Wins Consumer Battle Against Myntra
In a significant victory for consumer rights, a woman from Greater Noida successfully challenged e-commerce giant Myntra Designs Pvt Ltd after the company failed to process a refund for six lehengas she returned. The District Consumer Disputes Redressal Commission (DCDRC) ruled in her favor, directing the company to provide a full refund with interest and pay compensation for the mental harassment caused.
The Frustrating Return Process
The complainant, Archana Shukla, had ordered eight lehengas from two different brands via the Myntra platform on January 20, 2024. While two of the garments fit properly, six were either the incorrect size or did not match their online descriptions. When she contacted Myntra customer care to initiate a return, she was informed that no courier services were available for pick-up from her residence.
Instead, the company instructed her to personally deliver the return package to their nearest warehouse. Following these instructions meticulously, Shukla travelled to the company's warehouse in Haryana and handed over the six lehengas on February 1 last year. She obtained a deposit slip as proof of the delivery.
From Refusal to Legal Redressal
Despite confirming the receipt of the consignment, Myntra did not process the refund of Rs 7,009. When Shukla followed up, the customer care team informed her that, according to their internal records, the lehengas had been mysteriously "returned to the customer". After her repeated attempts to secure a refund failed, she was left with no choice but to seek legal recourse.
Shukla filed a formal complaint with the consumer commission on April 11 this year, alleging a clear deficiency in service. The commission issued notices to Myntra, but the company did not submit any response. Consequently, the matter was heard ex parte on September 18.
The Consumer Court's Verdict
After a thorough review of the evidence presented by Shukla—including purchase receipts, communication records with the company, and the crucial warehouse deposit slip—the bench comprising President Anil Kumar Pundir and Member Anju Sharma ruled in the consumer's favor.
The commission found Myntra guilty of unfair trade practices and directed the company to:
- Refund the principal amount of Rs 7,009 within 30 days.
- Pay an interest of 6% per annum from the date the complaint was filed.
- Pay Rs 2,000 as compensation for mental agony and harassment.
- Pay an additional Rs 2,000 towards litigation expenses.
This case highlights the importance of the Consumer Protection Act in safeguarding the rights of online shoppers in India and serves as a reminder to e-commerce platforms to uphold their service commitments.
