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Frequently asked questions

When will I be refunded the purchase price after returning?

Have you returned your package within 14 days according to the step-by-step plan?

Within a few days after we receive the package we will refund the purchase price to your account.

Note: Does it concern a machine with a defect for which warranty applies? Before you return your package, please contact customer service at service@vonroc.com.

My package has not been delivered, now what?

You have received the track and trace code of your package by mail. It is possible that in some cases the shipment with our parcel service DPD is delayed. Keep checking the link carefully for new delivery information.

Is there something wrong in the track and trace, or did you not receive the package for another reason? Please contact customer service. We will find out what went wrong and provide you with a solution.

Customer service can be reached in the following ways:

By phone: +31 (0) 38 422 00 40 on weekdays between 9:00 and 16:00 

Chat on the website: Reachable on weekdays between 9:00 and 16:00

WhatsApp: Reachable on weekdays between 9:00 and 16:00

E-mail: Send a message to service@vonroc.com or fill out the contact form.

My item is defect, what can I do?

Despite the fact that we produce our products with the utmost care, something can always go wrong, but even then we are happy to help you.

Your purchase is always covered by the legal warranty of two years for machines and six months for non-wearing accessories, batteries and chargers on material and manufacturing defects. In short, this means that your machine, under normal use, should not break down within two years. If the product does contain faults or we have made a mistake, we will provide a replacement.

Be careful not to lose the warranty through improper use and maintenance. Also, the warranty is void if the product is opened by the customer. Please note, read first then use! We expect our customers to read the manual carefully before use and to follow the instructions for use.

For defects and questions about warranty, please contact our customer service at service@vonroc.com.

How do I return my package?

Not entirely satisfied with your purchase? Within 14 days of receiving your product you can submit a request to return your order as a return via the return form. Then follow the steps as mentioned in the procedure below. After registering, you then have another 14 days to return your product.

Please note: Products returned must be unused and sent back in their original, intact packaging. If this is not the case, a return cannot be processed by us.

In other words: open the box carefully, look at the product as you would in a store, switch the product on but do not use it afterwards.

Is your machine defective? First contact customer service, then we will help you further.

 

RETURNPROCEDURE

Follow the steps below to quickly and easily return your item(s):

Step 1: Put the items you want to return unused and complete in the original and intact packaging.

Step 2: Use the return form to tick the item(s) you wish to return and include the return form with your order.

Step 3: Send the completed return form to customer service: service@vonroc.com. One of our employees will then send you a return label.

Step 4: Attach the return label to the package and bring the return shipment to the nearest DPD parcel shop. Please keep the proof of shipment until we have confirmed receipt.

Step 5: Once the return has been received and processed at our warehouse, you will automatically receive the refund on your account within 2 to 4 working days. If you have any questions about the return process, please do not hesitate to contact us at service@vonroc.com or +31 (0) 38 422 00 40. We will be happy to help you!

Where is my package?

After placing your order you will receive an e-mail to confirm the order. Once the package is transferred to the delivery service you will receive an e-mail containing the link to the track & trace page where you can follow the progress of your package.
Your package will usually be given to the delivery service within 1 to 2 days after placing your order and will be sent to the delivery address the next day.
If you are not at home, the package will be delivered to your neighbors or the deliveryman will attempt to deliver again the next day.

Did you not receive a track & trace link? First check your spam email box, maybe the email ended up there. Is this not the case or do you have other questions about the delivery of your package? We will be happy to help you. Please contact us at service@vonroc.com. We will get back to you as soon as possible.

See below the most frequently asked questions per category

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