Returns and cancellation policy
1. Manufacturing exclusively to order
Frager panels and components are manufactured specifically for each order. Manufacturing may include cutting to size, and the selection of thickness, colour, finish, glass, machining, accessories and other specifications requested by the customer.
Frager does not hold general stock of finished panels that would allow an already manufactured product to be freely returned to warehouse. For this reason, once the material has been produced in accordance with the confirmed order, it cannot be returned due to a change of mind, commercial convenience, over-ordering, or because it will ultimately not be used.
2. Cases in which a claim may be raised
Frager will process a claim where there is a possible non-conformity attributable to Frager or a transport incident. These include, among others:
- Manufacturing or material defect;
- Panel dimensions differing from those stated in the order confirmation for reasons attributable to Frager;
- Colour or finish different from that confirmed;
- Model, glass, machining, accessory or configuration different from that confirmed;
- Damage, knocks or breakages occurring during transport;
- Missing units, components or accessories relative to the confirmed supply.
3. Cases in which returns are not accepted
The following will not be considered grounds for return:
- A change of mind by the customer once the product has been manufactured;
- The customer's decision not to use, resell or install the material;
- An error in dimensions, colour, finish, model, glass, machining, quantity or any other specification provided or confirmed by the customer themselves;
- Incompatibilities with other elements of the works or joinery that were not previously communicated to and validated by Frager;
- Damage occurring after delivery due to improper storage, handling, machining, installation, building works or use;
- Products modified, installed, processed or handled after an evident non-conformity could have been detected.
Example: if the customer requests a panel in particular dimensions or colour, and Frager manufactures it exactly in accordance with the order confirmation, and the customer subsequently finds that they had provided an incorrect dimension or colour, no return will be accepted.
4. Checking before machining or installation
The professional customer must check the material before machining, processing or installing it, verifying in particular the model, dimensions, colour, finish, glass, machining and general condition.
Where an appreciable discrepancy exists, handling of the product must be stopped and the issue reported to Frager. Carrying out further work on material whose non-conformity was visible may prevent the acceptance of costs arising from that work.
5. Transport damage
If the packaging shows knocks, breakages, punctures, damp or other signs of damage, the customer must record a specific reservation on the carrier's delivery note before signing, and take photographs of the packaging and the goods.
The incident must be reported to Frager in writing immediately, and within 24 hours of delivery, providing the order number, photographs and a copy of the delivery note.
6. Claims procedure
The claim must be submitted in writing and include, wherever applicable:
- Order, invoice or confirmation number;
- Panel reference/model;
- Confirmed dimensions and configuration;
- General and close-up photographs;
- A specific description of the discrepancy or damage;
- Photographs of the packaging and delivery note for transport incidents;
- Contact details of the professional responsible for follow-up.
7. Assessment and resolution
Frager will review the documentation and determine whether a non-conformity attributable to manufacturing, order preparation or transport exists.
Where the claim is upheld, Frager will determine the technically appropriate solution based on the issue, which may consist of repair, supply of a component, remanufacture or replacement of the affected product, collection of the material, or a refund, as applicable.
No product should be returned to Frager's premises without prior authorisation and without following the collection or transport instructions provided by Frager.
8. Mandatory deadline for returning panels subject to a claim
Any panel whose return is requested by Frager must be returned within a maximum of 30 calendar days from the date on which the return instructions are communicated.
The opening or acceptance of a claim does not suspend the invoice due date or the obligation to pay it. Until Frager has received the affected panel, no replacement, repair or other definitive solution will be processed, except with express written authorisation.
If, by the due date, the panel has not been returned, it must be paid in full in accordance with the agreed payment terms. The claim will remain pending resolution until the material is received.
Contact
Frager España – Abelas Alexan S.L. · CIF B-15894314
Parque Empresarial, Calle A1 - Parcela B2, 15145 A Laracha, A Coruña, España
+34 981 612 887 · +34 678 275 356 · pedidos@frager.es
