How to Claim Compensation for a Damaged Product Delivered by Flipkart: Real Consumer Case Example (2025)

When e-commerce platforms like Flipkart deliver a damaged product and fail to resolve the issue, consumers often feel helpless. However, the Consumer Protection Act, 2019 provides a clear legal remedy. You can claim compensation when a damaged product is delivered and the seller ignores your complaint.

This article explains how to claim compensation for a damaged product delivered by Flipkart, using a real judgment from the District Consumer Commission, Ranga Reddy (2025) as a practical example.

Background: Consumer Received a Damaged Samsung Refrigerator

A consumer from Hyderabad (name changed for privacy) purchased a Samsung refrigerator worth ?14,490 from Flipkart on 1 June 2023.

After the refrigerator was delivered and installed, the consumer found:

·         A visible dent on the refrigerator body

·         Damage to the compressor base

·         Cooling issues

The product was clearly delivered in damaged condition.

The consumer immediately filed a return request, expecting a quick replacement.

Repeated Delays and Failed Resolution by Flipkart

Instead of resolving the issue, the consumer experienced the following:

·         Contacted customer care more than 30 times

·         Technician visit kept getting postponed

·         Flipkart asked him to wait until 13 June, then 25 June

·         After promising a replacement, they suddenly rejected the replacement request

The consumer also contacted Samsung.
Their technician visited on 3 June 2023 and 4 June 2023 and confirmed:

·         There was a dent on the product

·         Warranty cannot be provided if the body is damaged

·         The consumer must contact Flipkart for replacement

This established that the damage existed at the time of delivery.

Despite complaints, follow-ups, and even a grievance filed with the National Consumer Helpline, the issue remained unresolved.

Why the Case Became a Compensation Case (Not a Refund Case)

While the consumer originally asked for replacement/refund, the matter later turned into a compensation-only case, because:

·         The consumer did not attend hearings for a long time

·         He failed to file evidence affidavit

·         He continued using the refrigerator for more than a year

Due to these factors, the Commission could not order a replacement or refund.
However, they could award compensation for the negligence and inconvenience.

What the Consumer Commission Found

From the material available on record, the Commission concluded:

·         The refrigerator was delivered in a damaged condition.

·         Samsung’s technician confirmed the dent, proving physical damage at delivery.

·         Flipkart made repeated promises but failed to resolve the issue.

·         Flipkart informed the Commission that they were “willing to resolve,” yet took no steps.

·         The complainant’s absence and lack of evidence prevented relief such as replacement/refund.

Therefore, Flipkart was held responsible for the damaged delivery.

Samsung (Opposite Party No. 2) was not held liable because the issue was related to delivery damage, not manufacturing defect.

Final Judgment (30 July 2025)

The Commission ordered:

·         Flipkart to pay ?5,000 as compensation for delivering a damaged product and failing to resolve the complaint.

·         All other claims (refund, replacement, higher compensation) were dismissed due to lack of evidence and long delay.

·         Complaint against Samsung was dismissed.

Time for compliance: 45 days.

What This Case Teaches Consumers

This case offers important lessons for anyone seeking compensation from Flipkart or any e-commerce platform:

1. Document the damage immediately

Take photos, videos, and note the exact delivery date and time.

2. File a complaint quickly on e-Jagriti

This is the official portal for filing consumer complaints in India.

3. Upload all proof

Invoices, photos, technician reports, emails, complaint numbers.

4. Attend hearings or submit evidence affidavit on time

If the consumer had done this, compensation could have been much higher, possibly full refund + replacement.

5. You can seek compensation even if you continue using the product

But the relief may be limited (like in this case, ?5,000).

How You Can Claim Compensation for Damaged Delivery from Flipkart

If you receive a damaged product:

Step 1 – Take photos/videos immediately
Step 2 – Raise a return request in the Flipkart app
Step 3 – Email Flipkart and the seller with all evidence
Step 4 – Complain on National Consumer Helpline (1800-11-4000)
Step 5 – If unresolved, file a case on e-Jagriti under
Defective Goods ? E-commerce ? Damaged Product Delivered

You can claim:

·         Compensation

·         Refund (if product unused)

·         Litigation costs