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HOW TO MAKE A CLAIM

If a NACEX customer is not satisfied with the service we have provided them with, they may make a claim or complaint that we will deal with as quickly and efficiently as possible, in order to analyse what happened, correct it and offer them an improved service in the future. Our customers' satisfaction is our main objective.

TYPES OF CLAIMS

DELAY

If the goods have been delivered outside of the time of the service contracted without just cause, you may present a claim for late delivery within a maximum time period of 31 days.
The proof of delivery must be presented.

ABSENCE/ROBBERY

When it is determined that the complete expedition has experienced an incident of (Total or Partial) absence of goods, a claim may be made within a maximum of 7 days. In the case of a partial absence, the relevant facts must be noted at the time of delivery.
In these cases, the following must be provided:
- Invoice of contents.
- Written claim.
- Debit note for the claim amount.

ABSENCE OF CONTENTS

When the absence of goods inside the package is detected at the time of delivery, you are advised to make the claim at this precise moment. Claims for incidents involving the absence of goods may be made within a time period of 7 days from the date of delivery.
In these cases, the following must be provided:
- Photographs of the goods.
- Invoice of contents, written claim and debit note for the claim amount.

DAMAGE

When damage to the exterior part of the goods is detected, you are advised to declare so at the time of delivery. Claims for incidents due to damaged goods may be made within a time period of 7 days from the date of delivery.
In these cases, the following must be provided:
- Photographs of the goods.
- Invoice of contents, written claim and debit note for the claim amount.
- Quote for repairing or returning the goods.

OTHER CLAIMS

Incidents occurring due to other causes will have a different time period for the claim to be made based on the typology, and may be presented using any of the following customer service methods:

 900 100 000

 atencion.cliente@nacex.es

 Chat (www.nacex.es)

 Twitter (@NACEXclientes)



STEPS TO BE FOLLOWED

The process of making a claim with Nacex, via any of the official contact methods, is carried out by taking the following steps:

1. The claim is registered in a Non-Conformity report, in accordance with the requirements of the UNE-EN-ISO 9001:2015 standard, which we are certified for, determining incorrect handling in the pick up and/or delivery process.

2. A review of the handling of the goods will be carried out within 48 working hours from the presentation of the Non-Conformity report. In the event of additional information being required, a request will be made to the customer making the claim.

*3. A limited time period of 7 days is stipulated for the closure and resolution of the claim, whether it is accepted or rejected. Said communication will be carried out via the same method that was used to make the claim.

4. In the event of a refund being paid for the service, this will be handled directly by the franchise office of the customer making the claim. Payment of the claim will depend on the affected franchise office's invoicing time period.

* time periods for resolution may vary based on the kind of claim and the measures to be carried out.



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