Customer Service
Defects, Complaints & Returns
If something is wrong: your rights and how to get a solution quickly.
This English translation is provided for convenience. Only the German version is legally binding.
Your rights in case of defects
The statutory liability for defects applies to all products. If goods are defective on delivery, you can first demand subsequent performance – repair or replacement. If this fails, you can withdraw from the contract or reduce the price and, under the statutory conditions, claim damages.
Business customers
- Limitation: 12 months from delivery (exceptions in GTC § 9)
- Merchants: notify defects without delay (§ 377 HGB) – obvious defects within 7 days of delivery
- Subsequent performance at our choice
Consumers
- Limitation: 2 years from delivery
- You choose between repair and replacement (§ 439 BGB)
- We bear the costs of subsequent performance (e.g. return shipping) for justified complaints
Not a defect
Impairments due to natural wear in the course of intended use – in particular of knives, blades, knife rings and rubber star wheels – and damage arising after the passing of risk from improper installation, operation or maintenance, or from incorrect dimensional or operating data supplied by the customer, are not defects. If improper installation is due to defective assembly instructions, your rights in respect of defects remain unaffected (§ 434 (4) BGB).
We only give an additional guarantee (§ 443 BGB) if it is expressly agreed in writing, including its terms. Your statutory rights apply in any case.
How to make a complaint
01Report the complaint
Write to info@grossmann.de with the order or invoice number, the item concerned and a short description of the fault. By phone you can reach us at +49 340 85921833.02Attach photos
Photos of the defect, the type plate or article number and – for transport damage – the packaging help us decide quickly.03Review and return number
We review your report and tell you by e-mail how to proceed – if needed with a return number (RMA) and the return address.04Return
Send the goods back well packed, quoting the return number. For justified complaints we reimburse consumers’ return shipping costs.05Repair, replacement or refund
We repair, replace or refund – depending on the case and your statutory rights.
Returns
Please do not return goods without prior notice so that we can match them to your complaint. Your statutory rights remain unaffected.
Return address unless otherwise notified: Grossmann GmbH i. Gr., Am Waggonbau 12, 06844 Dessau-Roßlau, Germany.
If, as a consumer, you want to return goods that are not defective, use your right of withdrawal (not for custom-made goods).