Incident Policy
Before accepting the parcel, ensure the condition of the packaging is checked in the presence of the courier. Without opening the package, carefully inspect this is intact, looking for any signs of damage such as tears, dents, or others.
Depending on the damage to the packaging, these are the steps you should take:
Superficial damage: indicate “PENDING REVIEW”.
If any superficial damage to the packaging is noted, write 'PENDING REVIEW' on the delivery note and describe the issue in detail. It is also advisable to take photos.
If an electronic delivery note is being used, make sure that the carrier writes it down in sufficient detail before departure.
Please note that sometimes the packaging may show "superficial" damage that does not imply damage to the goods.
WARNING! This delivery note is the only way to make a claim against the transport company for the damage caused during the journey. It is in actual fact the only opportunity to make a claim.
Once you have received your order, check the product. If you find any damage or loss of materials, even if the packaging is in good condition, please inform our team.
Damaged goods: do not accept the order.
If the product appears damaged, refuse the package, do not sign the delivery note and make the corresponding complaint.
Claim for damaged or non-received orders
In the event of any of these circumstances, please follow these steps:
- Deadline: You have a 7 working days period from the date of delivery to notify us about any incident.
- Complaint via email: Send an email to tecrostar@tecrostar.com
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- Indicate your order reference code: Compuesta únicamente por letras, por ejemplo ‘XFHHJRMIB’.
- Detailed description: Explica con claridad el tipo de daño o incidencia que has encontrado en el producto.
- Attach photos showing the damage: from different angles, both of the product and the packaging.
Once we receive your complaint, our team will evaluate your case and contact you as soon as possible to inform you of the further action to follow.
Both the transport company and Tecrostar will not be responsible for any damage caused if the claim is past the deadline or is not stated on the delivery note.