FAQs

1. How can I cancel my order?

If you wish to cancel your order, please contact us immediately at spareparts-support(at)roto-frank.com.  As soon as an order has been entered into our system, it will be processed in our warehouse shortly afterwards. Orders that have already been paid for cannot usually be canceled. Orders that have not been paid for can be canceled. 

2. How can I return my order?

As there is no returns slip enclosed in our parcels, please send us an e-mail to spareparts-support(at)roto-frank.com to request a return. Please have your order, invoice or delivery note number ready. Then wait for further instructions from your customer advisor. 
Unfortunately, we cannot always offer to take back faultless goods. Returns must always be checked on a case-by-case basis and there is no legal entitlement.  

Please remember to send the goods with sufficient postage, otherwise we will not be able to accept your return.

3. How is the refund made in the event of a return?

You will be refunded to your original method of payment as soon as we have received and checked the returned goods. Roto reserves the right to retain a portion of the purchase price for restocking when returning faultless goods. 

4. Are there any costs for me in the event of a return?

Please note that Roto cannot cover the shipping and restocking costs for the return of faultless goods. The exact amount depends on the product. Roto will only pay the full amount if the goods are incorrect or damaged. Costs for return shipment will only be borne if Roto is at fault. 

5. Can I return custom-made products?

Please note that goods made exclusively for you cannot be returned. 

6. To which adress do I return my package?

Please send the hardware parts to:

Roto Frank Professional Service GmbH
Ersatzteil-Service
Wilhelm-Frank-Platz 1 
70771 Leinfelden-Echterdingen 
Germany 

Please send products for roof window parts to: 

Roto Frank DST Produktions-GmbH
Wilhelm-Frank-Straße 38-40
97980 Bad Mergentheim
Germany