Consumer Court To Lexus India: Refund Customer 1 Crore Or Replace Hybrid Luxury Car

A state consumer commission has ordered a full refund or replacement for a luxury hybrid SUV after repeated faults went unresolved. The Chhattisgarh State Consumer Disputes Redressal Commission has directed the manufacturer and seller to either supply a new vehicle of the same model or refund Rs 1,01,31,174.

What really happened?

The case stemmed from a purchase made in October 2023. The car could not be registered for nearly six months because documents were not supplied on time - a delay the commission held against the company. Soon after delivery, the buyer reported starting issues and sudden shutdowns while on the move.

When the vehicle was finally inspected, a battery drain and current leakage were recorded. The car was shipped for repair and returned after months, yet the starting issue persisted. It was also delivered back with dents and scratches, which further weakened the company’s defence that the problem had been resolved.

In its findings, the bench observed that the persistence of the defect despite multiple repair attempts constituted evidence of a manufacturing flaw.

The company’s argument that the buyer was not a consumer was rejected on the grounds that the vehicle was used personally by the complainant’s company head.

The order requires compliance within 45 days, with the refund or replacement to be executed promptly and at the seller’s cost, including fresh registration if a new unit is supplied.

The faulty car was the RX 350h luxury hybrid SUV

Several reports misidentified the model as “TG350h.” That badge does not exist in the brand’s line-up. The variant sold in India is the RX 350h, positioned below the RX 500h F Sport.

The RX range is priced between roughly Rs 96 lakh and Rs 1.18 crore ex-showroom, aligning with the amount paid by the complainant and confirming which model is affected by the ruling. Buyers tracking the case should note this correction to avoid confusion over the specific vehicle involved.

This is not the first time a consumer forum has intervened decisively in a high-value car dispute, but the details here explain the strong ruling. There was a long registration delay, a safety-critical defect that risked stalling, and an extended service period with no resolution.

The commission also criticised how the company managed post-sale service, including the selection of the workshop and the quality of repairs. The ruling emphasised that when faults remain consistent and documented repair attempts fail, the evidence points toward an inherent manufacturing defect rather than user negligence.

Documentation is critical

For luxury car owners, the case highlights the importance of documentation. Keeping clear records of each complaint, repair order, and service visit can make or break a case if disputes arise.

Courts rely heavily on written evidence rather than verbal assurances. Consumers are advised to record dates, job card numbers, and odometer readings each time a vehicle is returned for the same issue.

The company now has two options: comply with the order by replacing the vehicle or refunding the full amount with applicable interest. The commission has made it clear that registration expenses and any related charges must be borne by the seller if a replacement is issued.

If a refund is chosen, interest will continue to accrue until payment. Either way, the order sends a clear message that even premium automakers are accountable for post-sale service and product reliability.