In a consumer dispute case, a man from Hyderabad ordered a Tommy Hilfiger Analog watch worth Rs 15,495 on Myntra but received a watch of a different brand named ‘Abbas’ instead. Upon receiving the wrong product, the customer promptly contacted Myntra for a return and refund. Initially, Myntra assured cooperation, but later cited issues with product quality and lack of evidence, refusing the refund.
Frustrated by the response, the customer filed a complaint with the District Consumer Disputes Redressal Commission (DCDRC) in Udupi, Karnataka, naming both Myntra and TITAN Company Ltd (parent company of Tommy Hilfiger India) as respondents. Myntra defended itself, claiming intermediary status under Section 79 of the IT Act and denying liability. However, TITAN failed to appear before the Commission.
After hearing the arguments, the DCDRC ruled in favor of the complainant, holding both Myntra and TITAN jointly responsible. The Commission ordered them to refund the full amount for the watch, along with 10 percent annual interest. Additionally, they were directed to pay Rs 20,000 as compensation to the customer for mental distress and litigation expenses.
The case highlights consumer rights protection and accountability in online transactions, emphasizing the responsibility of e-commerce platforms and suppliers in ensuring accurate and satisfactory deliveries.