After-Sales Service

It can be left outside temporarily, but prolonged outdoor storage is not recommended in order to prevent premature wear and tear.

No, Tubesca-Comabi does not have any of its own stores.

Our products are available through a network of partner distributor and retailers.

If you have any specific enquiries or would like advice on the solution best suited to your needs, please contact our Customer Relations Centre via our contact form. We will support you throughout the process and put you in touch with the right person if necessary.

Tubesca-Comabi has two production sites in France (Trévoux and Ailly-sur-Noye) and designs its equipment in accordance with strict quality, safety and regulatory compliance requirements.

Your sales representative will be able to provide you with information on the availability and lead times for the products you require.

Always work on stable ground, check the assembly before use, observe the specified maximum load and use appropriate personal protective equipment (PPE) such as a harness or helmet.

It is essential to inspect the part in question and replace it if there is any doubt whatsoever as to its structural integrity.

It depends on how it is used, how well it is maintained and the storage conditions. Well-maintained equipment can last for many years.

The items must be properly secured, protected from impact and arranged in such a way as to prevent them from becoming misshapen during transport.

All products must undergo three types of inspection: a pre-use inspection (before first use), a daily inspection (visual, before climbing onto the equipment) and a thorough periodic inspection. These checks must be recorded in the company’s safety register.

Once we have received your complete application:

1. An initial assessment is carried out by our after-sales service
2. If necessary, we may ask you to return the product to our workshop for assessment
3. Following the assessment:

• If the guarantee applies: the product will be repaired or replaced

• If the guarantee does not apply: you will be provided with a repair quote

Use clean water and a soft cloth or brush. Avoid abrasive or corrosive products that could damage the aluminium or its surface finishes. The use of harsh products is not recommended. Only mild cleaning products are recommended to protect the materials.

Yes. As part of our CSR initiative, we have created the ‘Responsible Product’ label, designed to identify equipment with a low environmental impact throughout its life cycle.

This label is awarded on the basis of an assessment against 14 criteria, including the use of recycled materials, recyclability, the reparability of products, local manufacturing and the reduction of unnecessary packaging.

To find out which products are involved and learn more about our environmental approach, please see our CSR policy.

Corporate social responsibility is at the heart of our industrial activities. We are committed to reducing the environmental impact of our operations, promoting safe and responsible working conditions, and developing sustainable products that meet the needs of professionals.

To find out more, please visit our page on our CSR approach.

Yes, some of our equipment may be eligible for financial assistance or grants offered by organisations such as the Health Insurance – Occupational Risks, the Carsat or other occupational health and safety bodies.

Eligibility criteria vary depending on the current campaigns and the type of equipment involved. We invite you to find out about the schemes currently in place or to view our range of eligible products directly on our product pages.

You can find all our instruction manuals available to download for free on our website.

For even greater convenience, visit our YouTube channel and watch the assembly videos.

Please note that the manufacturer’s instruction manual must be kept at the location where the product is used.

Yes, the products are designed and manufactured to meet European standards andin force and applicable standards relating to working at height and professional equipment. Depending on the product range in question, our products comply with the requirements of standards such as EN 131 (ladders), EN 14183 (step ladders), EN 1004-1 (scaffold towers) and specific standards relating to platforms and safe access. For further information, please visit our ‘Standards and Quality’ page.

The choice depends on the working height, the duration of the job, the type of ground and the nature of the tasks to be carried out. It is important to opt for a solution that complies with current standard and is suited to the intended use (occasional, intensive, indoor or outdoor).

The lead time depends on the complexity of the project, technical approvals and manufacturing constraints. An estimated timeframe is provided when the quote is drawn up.

Equipment should be stored in a dry, well-ventilated place, sheltered from the elements, ideally on a stable support to prevent any warping.

Your account manager will be in charge of following this up. Please have your order number to hand when making any enquiries.

Cracks, deformation, severe corrosion, abnormal play in fittings or visible wear are all indicators that replacement is necessary.

Our products are guaranteed against any manufacturing defects for the period stated in our catalogues.

The guarantee covers:

• Repair

• Or the replacement of faulty parts

The following are excluded:

• Wear parts

• Wear and tear resulting from a lack of service, impacts, mishandling or unsuitable use,

• Any use that does not comply with the stipulated terms of use.

No refunds or associated costs will be covered.

Important: Proof of purchase (invoice or delivery note) must be kept and presented for any claim under the guarantee.

Interventions carried out under the guarantee do not extend its original term.

The guarantee will only be honoured once the defective product or part has been returned to the Seller, at the Buyer’s expense. Coverage is provided only once the fault has been confirmed by a diagnosis.

In the event of a complaint, the Purchaser may under no circumstances defer payment or withhold any of the sums due.

In addition to the provisions set out in Article 6 of the General Terms and Conditions of Sale, our equipment is guaranteed, in accordance with our catalogues (unless otherwise agreed), against any defects in manufacture or materials.

• In the event of a dispute relating to transport (damage or missing goods), reservations must be noted on the consignment note, the receipt or the carrier’s CMR document and must be clearly specified, i.e. they must state the reference, the quantity and a description of the dispute.

• If you have raised unspecified reservations (for example: crushed parcel, broken ladder), you then have 72 hours from the date of delivery to clarify and provide further details (specify) regarding the dispute by registered post with acknowledgement of receipt: to specify your reservations, you must state in your letter the product reference, the quantity and a description of the damage.

• Notify the carrier (by registered post) and Tubesca-Comabi’s customer service team by email at [email protected] for products from the Ailly-sur-Noye production site, or at [email protected] for products from the Trévoux production site, specifying the delivery note number and the name of your distributor if you are an end user.

In the absence of any reservations regarding quality or quantity on the carrier’s delivery note, the claim will be rejected in accordance with French law (Article L 133-3 of the Commercial Code), which applies and does not recognise latent damage.

General disclaimers or statements such as “subject to unpacking” have no legal validity and will not be taken into account by either the transport insurers or our company.

When we discontinue production of one of our references, we undertake to ensure the availability of spare parts for a period equivalent to the guarantee period stated in the catalogue (minimum 2 years).

If the part in question is listed in the kit content of our catalogue, please contact your distributor to place an order. If not, please visit our online shop by clicking on the following line: https://boutique.tubesca-comabi.com

Yes, the regulation requires it. Under the Labour Code, only persons who have received training and have access to an instruction manual may erect, dismantle or inspect scaffolding. Authorisation from the employer is required.

No, that is strictly forbidden. Mixing different brands invalidates the scaffolding’s compliance with standards and the manufacturer’s guarantee, and makes you liable in the event of an accident.

All our products comply with decrees, standards or labels. You can find further details in our latest article or download our inspection sheets for lightweight access equipment: ladders, step ladders and platforms.

I’ve made a mistake with my order; I’d like to cancel it, or the product isn’t suitable for me.

Returns will not be accepted without the prior written agreement of the seller's sales department. If the return is accepted by the seller's sales department, the following conditions will apply:

• Returns will not be accepted without an authorised return notice. Please ask customer services for the return note before the return.

• Items in new condition, in their original packaging and delivered less than 15 days ago

• Postage and packaging to be paid by the Buyer

The credit will only be issued once the goods have been received and checked:

• if the equipment is new: a standard 20 per cent discount is applied

• if the equipment is damaged: a 50% deduction is applied

• Bespoke products: under no circumstances will hoop ladders, MODUL’ACCESS products, made-to-order products, non-catalogue products, or accessories and spare parts be accepted for return or exchange.

Depending on the condition of the returned product, the credit note may be refused if the item cannot be restocked. In such cases, we may offer the option of disposal or return at the customer’s expense.

If your product has a quality defect and is under guarantee, we will take it back at our expense to be examined on our site and to analyse the defect. If the diagnosis confirms that we are liable, the product will be repaired or replaced free of charge and the shipping paid.

If, on the other hand, the diagnosis confirms that we are not liable, a quote for repairs will be drawn up: please refer to the ‘REPAIRS’ section.

To ensure your request is processed quickly and efficiently, certain details are essential when you make your declaration:

• A copy of the invoice or the order number

• A detailed description of the problem encountered

• Photos of the product in question (overview and close-up of the fault)

• A photo of the product label showing the reference, the barcode (Gencod) and the date of manufacture

For certain products (references beginning with 0009xxxx), the serial number must also be provided.

Any incomplete application may result in longer processing times.

After-sales service contact form

Yes, our products are sold in many countries through our network of partners and distributors.

Depending on your location and the nature of your project, we can put you in touch with the most suitable contact person. Please do not hesitate to contact our sales team with any enquiries regarding international deliveries or projects. Sales enquiry form

To diagnose a problem or provide a solution, our technical support is available Monday to Friday from 9am to 12pm and from 2pm to 5pm. Our customer service and after-sales teams are staffed by professionals trained in the technical aspects of Tubesca-Comabi products.

• Lightweight and aluminium scaffold towers (ladders, step ladders, platforms) : [email protected]

• Access, mobile platforms and steel facade scaffolding : [email protected]

• Export : [email protected]

*For ladders, step ladders, PIRLs and scaffold towers, the cost of returning the product to our premises is borne by the customer and must be arranged through your distributor, who must provide you with a reference number to be included with the product.

Please return the product to the following address: TUBESCA-COMABI Customer Services, Route de Boves, 80250 Ailly-sur-Noye.

The product will be analysed and a quote will be drawn up if the product is repairable.

If you do not accept our quote, your product will be destroyed unless you request otherwise. The product may be returned to you at your expense.

*Ladder lift must be returned to the following address: TUBESCA-COMABI After-Sales Service, Route de Saint Bernard, 01600 Trévoux. If the repair quote is refused, we will charge for one hour's labour + postage.

We would like to remind you that all deliveries (even those made directly to your customer) must be rigorously checked when unloading:

• Checking the number of parcels,

• Checking the details of your goods against the consignment note,

• Checking the condition of goods received, even if they are wrapped in cling film.

We also recommend that you keep a copy of the completed and signed transport document (delivery note, CMR), as well as any evidence supporting your claim (photographs, packaging, etc.).

Unless specific and detailed reservations are made at the time of delivery, no claim may be made against the transport.

Yes. Your distributor or our sales department can provide you with a detailed quotation tailored to your requirements. Quote request form