A missing 20 grams of washing powder has cost FMCG major Hindustan Unilever a total of ₹50,000. A consumer court has ruled in favour of a customer who discovered that a ₹10 pouch of Surf Excel Easy Wash weighed significantly less than the amount printed on its packaging, highlighting the strict enforcement of fair trade practices.
How the Shortfall Was Discovered
The dispute traces back to September 2020 in Ramnagar, located in the Nainital district of Uttarakhand. A local resident, Gyan Chand Garg, purchased several ₹10 packets of Surf Excel Easy Wash from a neighborhood shopkeeper. Upon returning home, he decided to weigh one of the completely sealed pouches.
The printed label on the packaging clearly stated a net weight of 90 grams. However, the weighing scale revealed that the packet contained only 70 grams of detergent, leaving a shortfall of exactly 20 grams. Following this discovery, Garg issued a legal notice to both the manufacturing company and the entities involved in the supply chain. When he received no response to his grievances, he escalated the matter by filing a formal complaint with the district consumer commission.
Company Defends Its Packaging
During the legal proceedings, Hindustan Unilever presented multiple arguments in its defence. The company contended that the complainant had failed to prove the authenticity of the product, arguing that counterfeit goods are often sold in that specific region. To verify the product, they stated that complete details regarding the batch number and packaging were necessary.
The consumer goods manufacturer further argued that any disputes regarding weight and packaging should strictly fall under the jurisdiction of the Legal Metrology Act, rather than being heard by a consumer commission. Additionally, the company pointed out that the customer had not arranged for the product to be tested by an officially recognized laboratory, and suggested that specific storage conditions could potentially cause variations in the final weight of the detergent.
The Courtroom Weighing Test
To settle the conflicting claims, Hindustan Unilever itself requested a physical examination of the packet during the hearings. Consequently, in December 2022, the complainant brought the intact, sealed pouch directly to the district consumer commission.
In a decisive moment, the packet was weighed on an electronic kitchen scale in the clear presence of lawyers representing all parties. The scale displayed exactly 70 grams. Crucially, the legal representatives for Hindustan Unilever did not raise any immediate objections to the weighing methodology, nor did they dispute the results at that time. The company was later unable to mount a separate legal challenge against this courtroom demonstration.
State Commission Upholds Verdict
The legal battle eventually reached the state consumer commission. The higher authority firmly stated that it had been clearly proven that a product with deficient weight was sold to the customer, constituting a direct case of unfair trade practice. The commission affirmed that the initial decision made by the district body was entirely correct.
The state commission also provided clarity on the jurisdictional arguments, ruling that rights granted under the Consumer Protection Act function independently. It emphasized that a consumer commission cannot be barred from hearing a case simply because the core issue involves product weight.
Final Payout Breakdown
The financial penalties underwent some revision during the appeals process. Initially, the district commission had awarded the customer ₹50,000 as compensation, ₹10,000 to cover litigation expenses, and had imposed a separate ₹50,000 fine directly on Hindustan Unilever. It had also advised the customer to approach the Central Consumer Protection Authority (CCPA).
The state commission modified this relief package. It maintained the ₹10,000 litigation cost but adjusted the compensation amount to ₹40,000. Furthermore, it completely removed the separate ₹50,000 fine that had been levied on the company, and struck down the directive involving the CCPA. As a result of this final order, Hindustan Unilever is required to make a total payment of ₹50,000 to the aggrieved customer.
