Woman’s pashmina shawl and pheran damaged by dry cleaner; consumer commission orders Rs 59,000 payout

The Srinagar district consumer commission has directed UClean Select Srinagar to pay Rs 59,000 to a customer after finding it deficient in service over damage to a pashmina shawl and a pashmina pheran submitted for dry cleaning, as per the judgement seen by TOI. The order, passed on September 19, 2026, directs the service provider to pay Rs 47,000 towards the value of the damaged garments, Rs 10,000 as compensation and Rs 2,000 in litigation costs.

The commission also ordered the service provider to comply within 45 days of receiving a certified copy of the order. If it fails to meet the deadline, annual interest of 12% will apply to the Rs 47,000 and Rs 10,000 amounts from the date of default until payment is realised.

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Why did the customer file a complaint?

According to the commission’s order, Jameela Rashid had submitted 18 articles, including a pashmina shawl and a pashmina pheran, to UClean Select Srinagar for dry cleaning. She paid Rs 5,970 for the service on March 26, 2024.

Rashid alleged that the garments were returned in a damaged condition. When she approached the service provider, she was allegedly assured that the shawl and pheran would either be replaced or their value reimbursed.

However, she claimed that repeated phone calls and WhatsApp messages failed to resolve the matter. She also alleged that during a visit to the service provider’s office, she saw clothes being washed with ordinary detergents and handled in an unprofessional manner.

The service provider did not appear before the commission despite receiving notice. Its right to submit a written version was subsequently closed, and the proceedings continued ex parte.

What did the commission observe?

The bench comprising President Dr Farah Deeba and member Shabnum Munshi examined Rashid’s evidence, including WhatsApp conversations with the service provider. According to the order, the messages showed that the service provider had acknowledged that its workers had caused the damage and that attempts to restore the garments had been unsuccessful.

The commission also noted that documents submitted by Rashid placed the value of the damaged pashmina articles at Rs 47,000. It found that her allegations were supported by the documentary evidence on record and that the service provider had neither responded to the complaint nor produced evidence to contest it.

“The evidence of complainant contained in affidavits CC & CCl fully substantiates the allegations contained in the petition of complaint,” the commission observed, adding that the complaint was supported by the documentary evidence submitted as annexures.

The bench further held that the service provider’s failure to respond had caused the customer mental pain, agony, harassment and financial loss.

“Verily arrogance on the part of the OP not to respond to the complaint of the complainant would surely have caused serious mental pain, agony, harassment and financial loss to him,” the commission said, concluding that the conduct amounted to deficiency in service.