The District Consumer Disputes Redressal Commission in Mohali has directed a dry-cleaning firm to pay ₹63,494 to a customer whose branded jacket, purchased in Canada, was allegedly returned in a damaged condition. The commission held that the company’s conduct amounted to a deficiency in service.
The complainant stated that he had entrusted the jacket to the firm for professional cleaning. According to his complaint, the garment was returned wet, stained and extensively damaged, making it unusable. He consequently sought reimbursement of its purchase price and compensation for the inconvenience and distress caused by the incident.
A bench comprising commission president S K Aggarwal and members Paramjeet Kaur and Lieutenant Colonel Jasbir Singh Bath considered the complaint. The panel directed the dry-cleaning firm to pay ₹53,494, representing the rupee equivalent of 795 Canadian dollars, which was recorded as the jacket’s original purchase price.
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The commission also awarded the customer ₹10,000 as compensation for mental agony and harassment and towards litigation expenses incurred while pursuing the dispute. Together, the reimbursement and additional compensation brought the total amount payable by the company to ₹63,494.
In its order, the commission noted that the firm had agreed to reimburse 795 Canadian dollars but failed to make the payment. It held that withholding the agreed amount, despite acknowledging the price of the damaged jacket, constituted a service deficiency and justified additional compensation for the complainant.
The ruling reinforces the responsibility of service providers to exercise reasonable care while handling customers’ belongings and to honour commitments made after damage occurs. Consumers who receive damaged goods after a paid service may approach the appropriate consumer commission with relevant bills, receipts, photographs and communication records supporting their claim.
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