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Customer Order management

1. Order confirmation and entry into production

Upon receipt of the order, Frager will provide a confirmation including the reference, configuration and main product details. The customer must review this confirmation and report any error or change they wish to make within 24 hours.

Once the order has entered production, any modification or cancellation may be refused or made conditional on payment of the costs already incurred.

2. Manufacturing and delivery times

Lead times stated in quotations, order confirmations or commercial communications are estimates based on production and transport planning. Unless a binding date has been expressly agreed in writing, these lead times are indicative only.

Frager will inform the customer whenever a significant issue arises that could materially affect the expected lead time.

3. Shipping costs

Transport costs, where applicable, will be indicated in the offer, quotation, order confirmation or invoice. Additional costs may apply for special orders, urgent deliveries, island destinations or areas with particular logistical conditions, and these must be communicated to the customer before acceptance.

4. Receipt and transport damage

At the time of delivery, we recommend checking the external condition of the packaging and the number of parcels. If any knocks, breakages, damp, punctures or other signs of damage are observed, this must be recorded on the carrier's delivery note and photographs must be taken before unpacking.

  • Report the incident to Frager as soon as possible, within 24 hours of delivery.
  • Attach the order or invoice number, photographs of the packaging and the product, a copy of the delivery note showing the reservation made with the carrier, and the carrier's label.
  • Keep the packaging and the product until receiving instructions from Frager.

5. Incomplete or incorrect deliveries

If the order received does not match the order confirmation or components are missing, the customer must contact Frager, stating the order reference and providing photographs where necessary. Frager will review the issue and communicate the applicable solution.

6. Contact

Frager España — Abelas Alexan S.L. · Parque Empresarial, Calle A1 - Parcela B2, 15145 A Laracha, A Coruña · pedidos@frager.es · +34 981 612 887 · +34 678 275 356.