Claims Policy

At MOBENIA, we ensure that all our products leave the factory in perfect condition after undergoing a rigorous quality control process. Packaging is specifically designed for each case, with special attention given to protecting the most fragile components. However, during transport or unloading, rough or improper handling could cause damage to the product. For this reason, it is essential to follow the procedures outlined below to manage any issues with the received goods.

AESTHETIC VARIABILITY OF PRODUCTS
Acceptance of the order implies agreement with the natural aesthetic variability of melamine surfaces, including tone, grain, and knots. These differences are not considered defects and, therefore, do not constitute grounds for a claim. For guidance, examples can be consulted on our website.

View the development of designer melamine boards at: www.mobenia.com/finishes

GOODS RECEIPT PROCEDURE

1. Inspection at the time of delivery:
   • If the box shows any scratches, dents, or damage—no matter how minor—this must be noted on the delivery slip with the phrase “BOX DAMAGED.”
   • If visible damage to the furniture is detected, it must be noted on the delivery slip with the phrase “VISIBLE DAMAGE.”
   
   
2. Inspection after delivery:
   • If the packaging appears to be in good condition but damage is discovered upon unpacking, you have a maximum of 14 calendar days to report the issue.
   
   
   • If no observations were made on the delivery slip and the issue is not reported within this timeframe, the transport insurance will not cover the damage.


3. Late claims:
   • No claims will be accepted after 15 days from the date of receipt of the goods.
   • If the claim or replacement request was not noted on the delivery slip at the time of delivery and is submitted after 15 days, the corresponding cost will be invoiced.

HOW TO SUBMIT A CLAIM
To properly manage a claim, please follow these steps:

1. Contact MOBENIA within the established timeframe, either by phone at +34 977 713 391 or by email to the sales representative who handled your order, or to info@mobenia.com


2. Provide evidence by sending photographs of the damaged product and its packaging.


3. Describe the issue clearly in your email, including the order reference and a detailed explanation of the damage.

We appreciate your cooperation in this process, which allows us to provide better service and resolve any issues effectively and satisfactorily.