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After-sales service and complaints

Our After-Sales Service is here to assist you with your enquiries, from handling complaints to repairing your equipment. To ensure your enquiry is dealt with promptly and efficiently, please follow the procedures set out below.

Transport claim: receipt of goods

If you notice any problems upon delivery, you must act very quickly to ensure that your claim is valid.

It is vital that you check the condition of your delivery straight away to ensure your straights are protected.

Each pallet must be carefully inspected upon arrival.

1. Routine checks

Check the entire contents of the delivery immediately upon receipt.

2. Detailed documentation

Indicate any specific reservations on the consignment note, - Reference(s) of the product(s) concerned - Damage noted - Quantity involved Otherwise, there is no recourse against our transporters, who will refuse to consider your claim.

3. Preservation of evidence

Please hand the completed CMR to the driver and make sure you keep a copy.

Critical deadlines for reporting a claim without reservation (photograph must be sent):

- Standard delivery: within 48 hours.

- Order from stock / distribution centre: 72 hours maximum

Reporting procedure:

1. Please let us know as soon as possible by email.

2. You must include a copy of the relevant waybill.

3. Please attach photos of the damaged product.

Important: Unless a reservation is noted on the consignment note, a claim will only be accepted in exceptional circumstances and only if it is made within the time limits specified above. Any claim lodged after the deadline will be rejected.

Quality and guarantee claims

If you notice any fault or defect in a product covered by the guarantee, you will find the information you need to report the issue below.

Documents required to complete your application:

- Proof of purchase: End customer’s invoice or Tubesca-Comabi order/invoice number.

- Description: A detailed description of the problem encountered.

- Essential photos:

- View of the product defect.

- Photo of the label (EAN code and date of manufacture).

- For references beginning with 0009xxxx: A photograph of the serial number is required.

A return to the factory for experts can be arranged to determine whether the guarantee applies. If the fault is not covered (wear and tear, misuse), we will send you a repair quote.

Product Return Policy

Return requests due to an ordering error or a product that does not meet your needs are subject to certain conditions.

1. Stock replenishment

Not covered unless agreed in advance by contract

2. Product return: customer error

Time limit: Requests must be made within 15 days of delivery.

Transport: You are responsible for the cost of returning the goods, via the transport of your choice.

Financial terms: A credit note will be issued with a minimum deduction of 20 per cent (to cover inspection and restocking costs). An additional discount may apply depending on the condition of the product.

3. Items not accepted for return

Certain equipment cannot be returned due to their specific nature or customised configuration.

- Special products: Bespoke manufacturing or customised configurations

- MODUL Access: All references beginning with 059%

- Non-exhaustive list