In the event that a product is damaged during the delivery process, it is important to follow the proper steps to file a damage claim. This article outlines the necessary actions and requirements to ensure a smooth and efficient claim process.

Filing a Damage Claim

If you receive a damaged product, you can open a case for a damage claim by emailing customerservice@tgo.lk within 24 hours of the product being delivered or returned. Timely reporting is crucial, as claims submitted after this period may not be considered.

Required Documentation

To support your damage claim, please include the following in your email:

1. Relevant Images: Provide clear photographs of the damaged products, highlighting the specific areas of damage.
2. Package Materials: Include images of the outer and inner package materials, showing the waybill ID. This helps us verify the shipment and assess the nature of the damage.

Responsibilities and Guidelines

The delivery company is responsible for damages to the outer package during transit. However, the sender's responsible for ensuring that the inner packaging meets our established guidelines. Proper inner packaging is essential to protect the product from damage during shipping. If the sender fails to package the items according to our guidelines, the damage claim will be disregarded.

By adhering to these procedures, you can help us expedite the claim process and ensure that any issues are resolved promptly. We appreciate your cooperation and understanding in maintaining a smooth and reliable delivery experience.