A question about an order, a return, a product or your dealer account? Write to us – we reply by e-mail. You will also find many answers right below.
Questions about a specific order? In My account you can see the status of every order.
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We usually ship items in stock on the same day if you order Monday to Friday by 12:00 noon (Vienna time) – not on Austrian public holidays –, otherwise on the next working day. With prepayment we ship once your payment has arrived.
As soon as your parcel is on its way, you receive an email with the tracking number.
After dispatch, usually (working days, Monday to Friday): Austria 1–2, Germany and the other EU countries 2–5, Switzerland, the United Kingdom and all other countries 5–10. More under Shipping & payment.
Shipping costs depend on the delivery country and on whether you order as a private customer, business customer or dealer – scaled by the order value (gross for private customers, net for business customers and dealers) – or on the terms agreed with you. You see them in the cart and at checkout before you order – more under Shipping & payment.
To every country you can choose in the “Language and delivery country” menu at the top. For deliveries outside the EU, customs duties, import VAT and carrier fees may arise in the destination country; these are borne by you.
With a customer account you find the status and tracking of every order under My account → Orders. We also email you the tracking number as soon as the parcel is on its way.
If the parcel is visibly damaged, please report it to the carrier and to us as soon as possible – ideally with photos of the goods and the packaging, via Return / complaint or the contact form. Your statutory rights remain unaffected.
Dealers report transport damage via Support in their customer account.
Private and business customers pay securely through our payment provider Stripe – depending on country and customer account, for example by credit card (Visa, Mastercard), PayPal, Apple Pay or Klarna. The payment step shows which methods are available for your order.
Dealers pay with the payment methods agreed for their account: prepayment, invoice or SEPA direct debit. We charge no fees for choosing a payment method.
With payment through Stripe, when the order is completed. Your card details go directly to Stripe and never reach our servers.
You receive the invoice with the exact amount and our bank details by email. Please transfer only after that and state only the invoice number as the payment reference. We ship once your payment has arrived.
For private customers, yes: our prices are final prices including VAT, plus shipping, and the same in every delivery country; deliveries to countries outside the EU are free of VAT. Business customers and dealers see net prices plus VAT after signing in. The cart and checkout show the exact tax amount.
As a consumer you can withdraw from the purchase within 14 days of receiving the goods without giving reasons – most easily online with “Withdraw from contract”, also without a customer account. You bear the direct cost of returning the goods. Everything else under Right of withdrawal.
With a customer account, start the return from the order under My account → Orders; without an account under Return / complaint with the order number and the email address of your order. After you submit it, we check your request and tell you by email how to proceed – with a return form if needed.
Report the defect via Return / complaint (with an account, from the order) with the reason “Defective” and a short description. We are liable by law for defects present on handover for two years from handover; details under Warranty & guarantee.
With “Find a spare part” you choose brand and model and see the matching parts. On a model's page the parts are listed under “Spare parts”, on a spare part's page the models under “Fits”. If you cannot find a part, write to us with the exact model name.
“In stock” and “Only a few left”: the item is in stock and leaves our warehouse within the usual dispatch times. “Restock on its way”, “Ordered from the supplier” and “Available soon”: it is currently out of stock, new goods are ordered or announced. “Currently unavailable”: it cannot be obtained at the moment.
On the product page under “Documents” (manuals) and “Product safety” (the manufacturer's details and safety information), as far as we have them.
Register as a business customer with your company details and, if you have one, your VAT ID. After signing in you see all prices net plus VAT. We review changes to company name, VAT ID and billing address before they apply.
What counts is the delivery country – the country of your order's delivery address, not that of your billing address:
Delivery in Austria (including pickup in Vienna): always 20 % Austrian VAT, with or without a VAT ID.
Delivery to another EU member state: VAT-free (intra-Community supply) with a VAT ID of that member state confirmed by us; with a confirmed VAT ID of another state – an Austrian one included – 20 % Austrian VAT; without a confirmed VAT ID, also until it is confirmed, the VAT of the delivery country.
Delivery outside the EU: VAT-free (export supply); customs duties and import charges are borne by the recipient.
Details under Shipping & payment.
Apply via “Become a dealer” with your company details and your VAT ID. We review the application and set up your dealer account with your terms; we define the payment methods and shipping options for your account.
Report warranty cases via an RMA ticket in your customer account – one ticket per product, with a precise description of the fault. Report missing parts, wrong deliveries and transport damage of a delivery via Support. We cannot process returns without an RMA ticket or without the enclosed return form.
Whether you can order beyond the stock level depends on your customer account. Quantities not in stock go onto your backorder list. With the shipping method “Backorder – with your next delivery”, items travel without shipping costs of their own with your next regular delivery.
Via the contact form on this page, by email to esales@robitronic.com or by phone on +43 1 982 09 20. Dealers can also reach us via Support in their customer account.
