Policy on the management of disputes and complaints
This policy sets out the procedure for handling complaints and disputes between TUBESCA COMABI and its business customers. It applies to any complaint relating to an order, a delivery, a product or a service.
Article 1 — How to make a complaint
Any complaint can be submitted via the dedicated contact form, which can be accessed from your customer account at www.tubesca-comabi.com under the ‘My complaints’ section, or by email depending on your range of products:
• Lightweight access, mobile platforms and aluminium scaffolding: [email protected]
• Access platforms, mobile platforms and steel facade scaffolding: [email protected]
Information required: order or invoice number, a detailed description of the problem, and a photograph of the product in question and its label (reference, Gencod, date of manufacture or serial number).
Article 2 — Transport-related complaints
In accordance with Article 5 of the General Terms and Conditions of Sale, all deliveries must be thoroughly checked upon unloading (number of packages, details as per the delivery note, condition of the goods, which should also be filmed). In the event of a dispute relating to transport (damage, missing items), any reservations must be clearly noted on the consignment note, the receipt or the CMR document, specifying the details (reference, quantity, description of the damage).
If the reservations raised are unspecified, a period of 72 hours from the date of delivery is granted to clarify them, by registered post with acknowledgement of receipt sent to the transport operator and by email to [email protected].
In the absence of any reservations on the receipt, the claim is, in principle, rejected, in accordance with Article L.133-3 of the Commercial Code, which does not recognise hidden damage.
On a commercial and exceptional basis, TUBESCA-COMABI may nevertheless agree to investigate a transport claim reported without reservation, provided that an email is sent within the following time limit, including a photograph of the damaged product and a copy of the consignment note:
— 48 hours for standard delivery
— 72 hours for an order from stock/distribution centre
After this period, any claim will be rejected. This tolerance remains a commercial discretion and does not constitute an acquired right for the Purchaser.
Article 3 — Quality complaints
All quality claims must include: the end customer’s invoice or the Tubesca-Comabi order/invoice number, a detailed description of the incident, and a photograph of the product and its label (reference, barcode, date of manufacture). The item may be returned to the factory for assessment to determine whether it is covered by the guarantee; a repair quote will be provided if the guarantee does not apply.
Article 4 — Reporting an accident
In the event of an accident involving one of our products, please contact us immediately at: [email protected] (cc: [email protected]), providing the following details: a description of the incident, the order/invoice number, a photograph of the product and its label, and the collection address if a return is required following an EXPERT. Telephone: 04 74 00 90 90 (Quality Manager).
Article 5 — Acknowledgement of receipt
An automatic confirmation of receipt will be sent to you by email as soon as you submit your complaint. A TUBESCA COMABI adviser will deal with your enquiry as soon as possible.
Article 6 — Handling of complaints
TUBESCA COMABI undertakes to deal with your complaint as soon as possible following receipt of all the necessary information. You can track the progress of your claim in real time via your customer portal.
Article 7 — Conditions for take-back
Return requests due to customer error must be made within a maximum of 15 days of the delivery date. Returns must be made via the transport operator of your choice, at your own expense. A credit note is issued at a discount of 20 per cent of the net value excluding VAT as invoiced (unpacking, inspection, restocking), which may be increased depending on the condition of the product. The credit note may be refused if the product is damaged and cannot be returned to stock: in this case, a request for authorisation to dispose of the product or for the customer to collect it at their own expense will be made.
The following are excluded from any returns: made-to-measure products or customised configurations, as well as Modul'Access references beginning with 059.
Returns are not accepted, unless otherwise agreed in writing.
Article 8 — Retention of data relating to disputes
Data collected in the frame of the handling of complaints is retained for the duration of the dispute, plus a period of 5 years corresponding to the limitation period applicable to commercial relations between businesses (Art. Article L110-4 of the Commercial Code).
Article 9 — References
For disputes relating to transport and reservations upon delivery, please refer to Article 5 of the Terms and Conditions of Sale. For disputes relating to the product guarantee, please refer to Article 6 of the Terms and Conditions.
Date of the last update to the dispute resolution policy: 1 September 2026