FAQ

You will find here the most important questions and answers about your shopping experience at PATIN-A.
If you do not find what you are looking for, please write or call - we will try to help you immediately.

• Webshop and/or retail shop
• Availability of products
• Catalogues and brochures
• Payment
• Claims & Returns
• Value Added Tax (VAT) : Prices change depending on delivery country
• Defective goods
• Minimum order value
• Time of delivery
• Customer reviews / ratings

Webshop and/or retail shop?

PATIN-A is an e-commerce company only, and does not offer on-site retail service.
PATIN-A is there for you 24/7.

Availability of products?

We always make sure to have a sufficient quantity of the entire product range in stock for you.
In the event of a product not being available in our shop it has, in most cases, already been ordered with the manufacturer and will be put online again shortly.
Should an item exceptionally not be available for bulk order, we will inform you immediately.
Most of our suppliers deliver very shortly. We will ship the remaining items free of charge as soon as they become available

Catalogues and brochures?

Customers very often ask why we do not have a printed catalogue.
There are two reasons for that:
● Printing costs would have to be apportioned to the products, and bring about a mark-up of every item in our range.
● Our product range is constantly updated and renewed. A catalogue would thus be outdated within a short time.

Payment?

To make sure that shopping with us is a carefree experience for you we offer many different payment options.
All payment options are free of charge for you.
We do hope that your favourite payment method will also be included ❤︎

Prepayment:
Immediately after placing your order you will receive a confirmation e-mail containing the bank transfer information and the amount due. As soon as your money transfer is entered into our account, we will ship your order.
➔We kindly ask customers from Germany and EU-countries (for instance Austria, France, BeNeLux-countries, Ireland, etc) to make their bank transfer on this account:
Hypovereinsbank
IBAN: DE36100208900355415171 - BIC/SWIFT: HYVEDEMM488
➔For customers from non-EU-countries (for instance Switzerland, Norway, USA, etc.), please transfer money on this account:
Deutsche Skatbank / VR-Altenburger Land
IBAN: DE1883 0654 0800 0497 9605 - BIC/SWIFT: GENODEF1SLR

PayPal:
PayPal payments in EUR are always free of charge (for you as a customer), and it only takes two clicks, since your data is conveniently secured in your PayPal account. PATIN-A can process your order immediately with direct payment via PayPal, so that you receive your shipment promptly. With PayPal you have the option to pay by credit card, direct debit, or money transfer.

Credit card:  
Payments by credit card are very popular and very easy. Just enter your card number, the expiration date and the three digit security code.

iDEAL:
This payment option is very popular in the Netherlands. As we have many customers from the Netherlands we are happy to offer it.

Bancontact:
Bancontact is the most important payment method in Belgium. If you enter Belgium as billing or shipping country this payment option will be displayed.

On Account:
Theatre companies, film production, public administrations and institutes have the option to purchase on account. However, we reserve the right to reject certain invoice requests. There is then still the possibility to receive the order by prepayment.
This applies to customers outside Germany:
Theatre and film production companies have the option to purchase on account with PATIN-A.
We will ship your items directly after receiving your order. If you order with us for the first time, and one of the aforementioned affiliations apply to you, please call us or send an e-mail prior to ordering.
The invoice will always be enclosed in your parcel, and is payable on receipt within 14 business days. This also applies to public administrations and institutes.

Claims & Returns?

This applies to private customers: Since customer satisfaction is our highest priority, we accept all product returns within 14 days. Sanitary articles though are not returnable. We appreciate your cooperation.
For returns within 14 days (from the day of delivery) you will get a refund.
Companies do not have a right of return - unless the goods are defective.

Value Added Tax (VAT): Prices change depending on delivery country?

The prices in the PATIN-A SHOP already include the German VAT of 19%.
Depending on the country of delivery, prices may be higher or lower. This is due to the different VAT rates in the individual EU countries.
For example, for Danish customers the prices are increased by 6% (Denmark has a VAT rate of 25%) and for customers from Luxembourg, the prices are reduced by 2% (Luxembourg has a VAT rate of 17%).
Companies that give us their VAT ID number will be exempt from the VAT when invoicing. The VAT cannot be removed automatically during the ordering process.

For deliveries to NON-EU countries, the German VAT is automatically removed.

Warranty terms?

Our products come with a standard guarantee of one year, and a two-year warranty from the date of purchase. PATIN-A will examine the product for eligibility of a warranty claim.
➔In case of a warranty claim:
What is being done to solve the problem?
If a warranty claim is valid, the defective product will be repaired, or replaced with an identical or similar product.
In the event that PATIN-A no longer carries the particular product, we will offer you a compensatory replacement. Where applicable, we offer financial compensation taking into account the service life of the damaged product.
➔Please refer to our terms and conditions.

Minimum order value?

PATIN-A is a specialised mail order company and strives to maintain a high standard when processing and shipping orders. For cost reasons we regret that shipping of goods under a value of 7.50 Euro is not possible.
If you do not reach the minimum order value of 7.50 Euro our basket will automatically add a minimum order surcharge of 5.00 Euro. This will disappear as soon as you have reached the minimum order value of 7.50 Euro.

Time of delivery?

We ship nationwide and internationally with UPS, GLS and DHL.
Unfortunately, we cannot speed up the dispatch but orders that reach us on working days prior to 2:00 pm CET will in most cases be packed and shipped the same day.

UPS:
UPS Standard - UPS promises a delivery time within Germany of two working days, in most cases they manage to deliver already on the next day (except Saturdays, Sundays and public holidays).
For the transport to neighbouring EU countries, UPS needs two to three working days.
UPS Expedited - this is the standard shipping to NON EU countries. The run time varies from country to country.
UPS Saver - the low-priced express shipping! If you order from us from Monday to Thursday until 2:00 pm, UPS guarantees delivery the following working day with this very low-priced express delivery. A particular delivery time cannot be taken into account with this shipping option. Deliveries abroad may take up to two days.
UPS Express - We can offer this shipping option only from Monday to Thursday as UPS does not deliver on Saturdays, Sundays and holidays. Express packages are usually delivered by 12:00 noon.
Deliveries to outlying areas and NON EU-countries may occur later or the following working day.

DHL:
We deliver at a budget price inside Germany with DHL.
Shipping light parcels with DHL is much cheaper to many countries as with UPS.
However, the shipment will take much longer.
In the categories ‚Payment‘ and ‚Shipment’ you will find detailed information about shipping costs and delivery times.

We recommend UPS if you need the goods quickly and easily.

Customer reviews / ratings?

We would be very pleased if you recommend us on the well-known portals and also rate individual products that you have bought and tested.

If you are satisfied with our service, we would be very happy about your positive rating at 'Ausgezeichnet.org' (please just click on the green names - you will be redirected to the ratings page!).
On the top left hand corner of the page, you can select either German or English.

We have been working with Google Inc. ("Google") for many years as part of the Google Customer Reviews Programme in order to provide our customers with the assurance of an excellent online shopping experience.
Your email address, order number, the delivery country and delivery date will only be transmitted to Google if you use 'Google Customer Reviews‚ by clicking on an opt in module during the order process.
By voluntarily participating in this service offered only by and via Google, you agree to the terms of use established by Google for this purpose which can be viewed here and for which PATIN-A cannot assume any liability.

If you have any questions - no matter, how many - just ask - our office hours are 11am to 4pm and if nobody answers the phone - please leave a message - we will call you back as soon as possible!

From Germany: 030 - 609 333 17
From all other countries: 0049 - 30 - 609 333 17

We are also a member of the dealers’ association Haendlerbund.