FAQ

General

What is a voucher supposed to do?

A voucher is the proof of payment after having bought a function activation for an Auerswald product from one of our distribution partners.

If your product, e. g. your ITC system, has a direct Internet connection, your voucher can be redeemed directly in the product. The manual exchange would not be necessary.

Voucher Center

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What kind of payment is accepted?

We accept payment via PayPal, with credit card or by debit note.

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What are the shipping costs?

Please refer to our shipping cost list.

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What is the delivery time?

After receiving your payment, your order will be processed and sent as soon as possible. Depending on the dispatch service, shipping usually takes one or two working days, to abroad correspondingly longer.

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Does a minimum or maximum amount exist for my order?

Minimum or maximum amounts are oriented to the payment service provider’s modalities respectively depend on credit limits granted for partners.

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To which countries do you ship?

We deliver hardware exclusively to the EU and Switzerland. Please refer to the [complete list].

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How can I declare a revocation?

If you want to revoke the purchase, please fill in the Cancellation form and send it back to us.

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How does a repayment work in case of a return?

As soon as we will have received and processed your returned goods, we’ll send you an e-mail confirmation. We will refund the amount incl. shipping cost usually within a few working days (latest within 14 days). In case you have paid via PayPal, we’ll refund the amount to your PayPal account.

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Can I resend an ordered product (hardware or voucher) if I don’t like it?

Yes, within 14 days after date of purchase. A voucher can only be returned if the voucher code has not yet been converted to an activation code in the Voucher Centre.

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How and how long can I revoke a purchase?

You can revoke your purchase within 14 days in writing (e.g. letter, fax, e-mail) without giving reasons or by returning the goods. The period shall begin when revocation instruction will have been received in writing, but not prior to the receipt of the goods by the customer.

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How can I cancel my order?

Since orders will be processed as soon as possible, cancellation is only possible within a very short time after having sent the order. If you want to cancel your order, you should call us immediately by phone (+49 5306 9200-225) because an e-mail might not be processed quickly enough.

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I have forgotten my password, what next?

Please visit the page https/login.auerswald.de and in the Login box please click “Forgot your password?” and enter your e-mail address. We’ll send an e-mail with a link to a new password assignment to this address. Please note that you will only receive this link if you have really been registered.

Please contact our sales department via e-mail: vertrieb@auerswald.com

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How can I change my name or my address?

Please contact our sales department via e-mail: sales@fontevo.com

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