Pepperfry Limited - Pepperfry Modular Kitchen

Recommendation: Not Upheld | Medium: General Public

The ASCI had approached the advertiser for its response in addressing the grievances of the complainant and forwarded the details of the complaint, verbatim, to the advertiser with a request to respond to the same. The advertiser was offered an option to seek an Informal Resolution (IR) of the complaint by modifying or withdrawing the claim in the advertisement, or alternately to substantiate the claim with supporting data. The advertiser was also offered an opportunity for a telecon with the ASCI Secretariat, which they did not avail and submitted their response. The advertiser in their response stated that the claim carries an asterisk and that the scope of coverage including inclusions, exclusions, and component-wise applicability, is specified on the same webpage. The 20-year warranty is valid and actual part of the overall coverage and does not imply that the entire product carries an unconditional 20-year warranty. The advertiser shared the link to the warranty terms page on their website. The Consumer Complaints Council (CCC) viewed the Website advertisement (https://www.pepperfry.com/form/modular-furniture.html?type=hover-modular), considered the complaint and the advertiser’s response. The CCC observed that the “20 years warranty” claim is accompanied by an asterisk, indicating that certain conditions apply. The scope of the warranty including what is covered and excluded is specified on the same webpage. The advertisement does not imply that the entire product has a 20 year warranty. The claim applies to specific components, with some items covered as per the original manufacturer’s warranty, and the asterisk communicates to consumers that coverage varies across components. Based on these observations, the CCC concluded that the claim, “20 years warranty*”, is not misleading, and hence not in contravention of Chapter I of the ASCI Code. This complaint was NOT UPHELD.