Hyderabad: The District Consumer Disputes Redressal Commission, Ranga Reddy, ruled on a complaint filed by Hyderabad resident Manish Kumar against Puma Sports India Pvt Ltd and its store at Sarath City Capital Mall over the rejection of his warranty claim for a pair of ₹12,999 shoes.Kumar bought the shoes on Oct 2, 2025. About two months later, he noticed peeling and damage to the sole and cover material. When he approached the Puma store on Dec 6 to claim warranty, he was told the damage was due to “regular wear and tear”.Kumar contacted Puma’s 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 Dec 21 and followed it up again on Dec 26.He later approached the National Consumer Helpline. The order stated that Puma again rejected the claim, citing its replacement and exchange policy. Kumar had sought the technical basis or inspection report for rejecting his claim.The commission examined Puma’s warranty policy, which listed exclusions including improper care, misuse, accidents, neglect, laces, induced tears, fading caused by detergents and products beyond the warranty period. However, it noted that “regular wear and tear” was not separately listed as an exclusion.The panel also considered photographs showing visible peeling and damage. Puma and its store failed to file their written version within the stipulated 45-day period, following which the commission proceeded to decide the matter without their response.The commission partly allowed the complaint, directing Puma and its store to refund Kumar the ₹12,999 purchase price with 9% annual interest from Dec 6, 2025, until realisation. It also ordered them to pay ₹5,000 compensation and ₹3,000 towards litigation costs. Kumar was directed to return the shoes after receiving the refund, with 45 days given for compliance.
