Customer Service
Frequently Asked Questions
Short answers on prices, ordering, payment, shipping and returns.
This English translation is provided for convenience. Only the German version is legally binding.
Prices
Yes. All prices are net prices. In the cart and at checkout you see the goods value (net); we state shipping costs and VAT in the order confirmation and the invoice.
Volume prices apply to some items such as rubber star wheels and cassette holders; they are applied automatically in the cart. For larger quantities we are happy to prepare a quotation.
Machines, assemblies and some custom builds depend heavily on your application. Request a quotation on the product page – we will get back to you with an individual price.
Ordering and configuration
By submitting, you make an offer. The contract is only concluded with our order confirmation by e-mail – the automatic acknowledgement of receipt is not yet an acceptance. Details: How to Order.
Yes. Winding shafts (clamping length, special sleeve diameter) and clamping beams (length) are configured directly on the product page. For dimensions outside the configurators, please enquire via the product page or at info@grossmann.de.
The configurators calculate with your input. They do not replace a check of suitability for your machine. What we confirm in the order confirmation is binding. If in doubt, use our technical advice.
Yes. Select “technical advice” in the configurator, write to info@grossmann.de or call +49 340 85921 833.
Drawings and 3D views are available on many product pages. We do not currently offer CAD downloads – please request them for your product by e-mail.
No, you can order as a guest. With a customer account you can view your orders at any time.
Yes. You receive it with the order confirmation or the delivery.
Payment and shipping
At present we accept online orders from businesses only.
As a private customer you are welcome to request a quotation – write to us at info@grossmann.de. Once private customers can order online, this applies to parcel-shippable standard stock items delivered within Germany.
By bank transfer after we have accepted your order with the order confirmation. There is no online payment in the shop. Consumers pay in advance; our terms of payment apply to businesses. Details: Payment.
Parcels within Germany and the EU: below € 500 net goods value € 29.90 net per order, free from € 500 net goods value. Bulky goods are shipped by freight forwarder. The shipping costs of your order are stated in the order confirmation.
“In stock” items: delivery within 7 working days of conclusion of the contract or – with prepayment – of receipt of payment. Made-to-measure winding shafts: delivery within 8 weeks of conclusion of the contract or receipt of payment. Winding-technology assemblies (e.g. drives, web tension control, web guides) and machines are supplied to businesses only or on quotation: delivery date as per order confirmation. For businesses, the delivery date stated in the order confirmation is decisive.
We deliver to businesses in all EU member states, to consumers within Germany only. Deliveries to other countries are possible by agreement – please ask before ordering.
Returns, withdrawal and complaints
Yes, as a consumer you have a 14-day right of withdrawal. You can withdraw directly online: Withdraw from contract. You bear the direct cost of returning the goods.
No. Goods made to your specifications – e.g. winding shafts with your clamping length or clamping beams made to length – are excluded from withdrawal (§ 312g (2) no. 1 BGB). Business customers have no right of withdrawal.
Contact us at info@grossmann.de with order number, description and photos. We will tell you how to proceed. Details: Defects & Returns.
Yes. Spare knives for the QMK and SMK cassettes are in the cutting systems range. Knives are wear parts – natural wear is not a defect.