Incident management

How to manage an incident?

It is the customer's responsibility to review the order once it has been delivered. If you find it damaged, incorrect, or missing products or parts, you must notify us within 24 hours of receiving it. It is very important to report the incident within this timeframe to ensure a quick and efficient resolution. After this time, we will be unable to replace it.

Send an email to info@procomobel.com with as much information as possible about the incident (including images of the damaged product and the original packaging). You can also use our contact form.

Deliveries without assembly:

If you notice any damage on the exterior of the package or believe it may be damaged, it is very important to report it to the shipping company immediately and refuse delivery if you deem it appropriate.

If the delivery is made with TAMDIS: sign the delivery note as NON-CONFORMING, indicating in Observations that the box was not in good condition.

Deliveries with assembly:

In the case of deliveries with assembly, the company will also request the client or recipient's signature on the Tamdis delivery note in the corresponding box: CONFORM or NON-CONFORM.

If any incident (of any kind) is found when assembling the product, the customer/receiver must indicate NON-COMPLIANT and make a comment in the Observations section with as much detail as possible. Ask Tamdis assemblers to take photographs of the packaging and not to remove it.

What do we need to be able to manage your incident?

  1. You must inform us within 24 hours of receiving the order.
  2. You must not throw away the original packaging.
  3. You must send us photos of the damaged product and its packaging.

Once the above information has been verified and the damage confirmed, we will replace the product and schedule a pickup for the damaged product using the same shipping company. The cost of pickup and reshipment will be borne by Procomobel.

For pickup, it is essential that the product be disassembled, in its original packaging, and with all its parts.

If you have any additional questions, please contact our customer service team by emailing info@procomobel.com or calling +34 673 537 340.