FAQ

Customer Service

1. How can I contact Contrinex Customer Service?
You can contact us by email, by phone or through the online shop contact forms here.
Email: shop@contrinex.com
Phone: +41-26-460-4646

2. What are the Customer Service hours for the online shop?
Weekdays:

Mon - Thurs: 08.00-12.00/13.00-17.00 GMT + 1:00
Fri: 08.00-12.00 / 13.00-16.00 GMT + 1:00

3. Which languages do you support?
Our Customer Service team supports requests in English, French and German.

Ordering

4. I would like to buy a Contrinex product that is not available through the online shop. Where can I buy?
Please contact us for assistance either using the contact form here or by email: shop@contrinex.com.  

5. What can I do if I would like to purchase a larger quantity than the shop allows?
Please email our Customer Service team for assistance: shop@contrinex.com.  

Payment

6. How can I pay?
We accept payment via credit card (MasterCard, Visa), debit card (Maestro) and PayPal.

7. Why do I have to provide a VAT number if I purchase on behalf of a company? 
Customers with a valid European VAT number will not be charged VAT. By entering your valid VAT number when you create an account, the correct VAT calculations can be made during order processing. This will be displayed in your order summary. If for any reason it is not displayed (eg. excess traffic at VIES VAT number validation), please fill out the contact form here. Our customer service team will then contact you.

If your VAT number is not given during the check out process or your VAT number is incorrect, French VAT at standard rate will have to be charged to you.

8. What if I do not have a European VAT number?
For deliveries within the European Union, VAT will normally apply at the current French rate. For deliveries outside the European Union (e.g. Switzerland), customers are responsible for reporting/paying the import VAT and other import duties/fees to the transport company which carries out the import on their behalf.

Delivery

9. When will my order be shipped?
If you order before 12:00 noon on a working day, the available items will normally be dispatched the same day. Otherwise, the available items will be dispatched on the next working day.

Please ensure that your billing and shipping addresses are exactly correct, to avoid delays in order processing. Incorrect information may cause a delay in the processing of your order. Your order may also be delayed if additional verification of billing information is necessary.

10. To which countries can products be delivered?
Please note we only deliver within EU, Iceland, Liechtenstein, Norway and Switzerland. If you wish to receive a product in another country, please send us an email to shop@contrinex.comor use the contact form.

11. Can I assign different ship-to and bill-to addresses?
Yes, you can assign different ship-to and bill-to addresses. However, they must be in the same country.

12. What delivery service will be used for shipping the products?
We use UPS Standard for our deliveries in the available delivery areas. Based on our experience, UPS Standard fulfils most of our customers’ delivery requirements.

13. What is the estimated delivery time?
Average delivery times are shown automatically on the check-out page. The average delivery time is based on UPS estimates and does not include days in customs clearance. There may also be regional variations within a country. For more details, please visit UPS website.

14. What are the delivery costs?
Delivery costs are added and shown on the check-out page.

15. How can I track my delivery?
Once your delivery is dispatched, you will receive a delivery notice with UPS tracking number. You can track your package with UPS tracking.

16. Can I order online and pick up at your sales office?
All orders made through our online shop will be shipped by UPS. It is not possible to order online and pick up at a store.

Warranty

17. What is the warranty period?
We offer a two-year warranty. Please see General Terms of Sale and Delivery for more information. 

18. Can I return an article?
You can return any article bought from www.shop.contrinex.com within 14 days of receipt.

19. How can I return an article?
Before returning any article, please fill out the contact form by clicking here. You will receive further return instructions. The returned item needs to be intact, undamaged, unused and returned in its original packaging.

Please note, the following items cannot be returned:

  • Items purchased from other sellers than www.shop.contrinex.com
  • Items which have been altered or modified in any way not explicitly authorized by Contrinex AG. 
  • Items damaged due to the buyer’s error or negligence.

20. When can I receive the refund?
When your returned article has been received by Contrinex, a refund will be made as soon as possible within 30 days.

Terms and Conditions

21. What are your Terms and Conditions of Sale?
General Terms of Sales and Delivery for www.shop.contrinex.com can be found here.

22. What is your Privacy Policy and Access Agreement?
Our Privacy Policy and Access Agreement can be downloaded here. If there are any questions regarding the data protection policy or have any questions, please contact us at shop@contrinex.com .