Returns and Claims Policy for IKEA Goods Transportation

At Movemate Logistics Pvt. Ltd., we are committed to providing exceptional service to our clients and customers. We understand that despite our best efforts, there may be instances where concerns or issues arise with respect to consignment in transit. To ensure that such matters are addressed promptly, fairly, and transparently, we have developed this Claim Policy.

Scope

• This policy deals with customers issues with respect to damaged / missing consignments during transit of products.
•  During transportation, if any article gets damaged, wet, chipped off, broken, or dented, it is covered under Movemate’s transit risk coverage.
• Glass, mirrors, ceramics, stones, and live plants are not covered under risk coverage and are shipped only at the buyer’s or consignee’s risk.
• This policy is applicable for select shipments which originate from IKEA stores only.
• This policy is valid for shipments which have not opted out of transit risk coverage.

Documentation Requirements

• Customers should inspect outer boxes upon receipt and document any visible damage on the delivery receipt.
• Take pictures of damaged articles and share them with your claim application.
• Customers must submit the Consignment Note Number  (LR Copy) and the IKEA Tax Invoice in the claim application.

Reporting Procedure

• Customers must report all claims regarding damage or missing articles to Movemate within 24 hours of receipt of goods; claims submitted after this period won’t be accepted.
• In extraordinary circumstances, customers can request an extension of the claim period up to 7 days by reaching out to Movemate Support within 24 hours of delivery.
• To submit claims, customers should contact the Movemate Customer Support Team at 9266888777 or 9266222333, or drop an email to support@movemate.in
• Customer can also submit all claims using the following link: https://movemate.in/claims-support/ 

Investigation Process

• The Grievance Redressal Team will review the details shared by the customer.
• The investigating team may request an onsite inspection or conduct a video call survey.
• Within 7 working days, all investigations will be completed, and the resolution will be communicated to the customer.

Compensation

• The Movemate Risk Management Team may offer repair, replacement, or monetary compensation based on the extent and nature of the damage.
• The maximum compensation for goods is 100% of their value.
• Any amount paid for delivery services is  non-refundable once the goods have shipped from the origin.

Exclusions

• Customers must register their complaints within 24 hours of receiving the goods. Claims submitted after this period will be rejected, subject to company discretion.
• Improper documentation, assembly of packages, or unavailability of original packaging may lead to claim rejection.

Customer Responsibilities

• In Case of Damaged Delivery:

• • • Inspect the outer packaging of all received packages at the time of delivery. If any outer box damage is identified, follow this procedure:
    • Document the outer packaging damage on the delivery document and allow the delivery team to leave.
    • Make a video while unboxing the damaged box and take pictures of the damaged articles.
    • After capturing pictures/videos, repack the article in the original IKEA packaging.
    • Share all data with the Movemate Team while submitting your claim application.
• In Case of Missing Articles Delivery:
  • • Check the count of packets received against the number of packets written in the delivery document. If any shortages are found, mention them while signing the POD (Proof of Delivery) and immediately connect with Movemate Support.
    • After receiving the delivery, compare your material against the purchase invoice received from IKEA. Report any deviations to Movemate Support within 24 hours of delivery.
    • List the missing articles and submit them along with the IKEA invoice and Consignment Note (LR Copy) to the Movemate Support Team.
    • If internal content is missing, share unpackaging videos with the Movemate support team for verification.

Claims Processing

• Damaged product approved for replacement, will be collected from Customer’s place. Upon receipt at Origin city articles, Movemate will be purchased within 48 Hrs. & same will be dispatched to destination. Transit time of replacement will be same as the original delivery timelines to respective destination.
• In case of refunds, it will take 7 days to get it transferred in customer’s account.
• In case of Out-of-stock articles, Movemate shall purchase the product as soon as it is back in stock.
• In case of discontinued product, refund of product value will be offered.

Dispute Resolution   

• Customer can raise disputes regarding claim settlement with Movemate, customer can escalate the details of their claim to grievance@movemate.in

Policy Review

• State that the claim policy is subject to periodic review and may be updated to reflect changes in company procedures or industry standards. Movemate Reserve the right to make any such changes as and when warranted.