Customer Service

Returns Processing

Our products are subjected to regular and careful quality controls. If an item should nevertheless not meet your expectations, we will of course take back the goods in an unbureaucratic manner.

In order to be able to guarantee a fast and uncomplicated reversal, we ask you to note the following: In case of warranty claims or wrong deliveries we will take over the return of the goods within Germany. For this purpose, please log in to your myWentronic account. Under the menu item [Returns] the further procedure is explained.

If there are any questions on the topic of returns, please send an email to us at service@wentronic.com. We`ll be happy to help!

Guarantee and warranty

The guarantee is provided by the manufacturer and is a voluntary service of the manufacturer. The length of the guarantee period therefore varies. The guarantee event must occur within this time period.

The warranty is prescribed for the dealer by law and, for new purchases of consumer goods, is always 24 months.

The legal warranty applies when the currently reported defect was already present at the point at which the risk was transferred (delivery of the purchased item). Here the purchaser has the burden of proof. If the defect in a purchased product occurs within the first 6 months after the transfer of risk, the law assumes in favor of the purchaser (if it is the consumer) that the defect already existed when the risk was transferred.

Product safety

Subject:
Goobay® 7-port SuperSpeed USB hub including power supply unit, item number: 67836
Goobay® 9-port SuperSpeed USB hub including power supply unit, item number: 67834

Goobay® USB hubs with item numbers 67836 and 67834 are recalled immediately for safety reasons. A metrological test has shown that the power supply units supplied with the abovementioned products do not comply with the Low Voltage Directive of the CE standard. There is a risk of electric shock for users under unfortunate circumstances. The products must not continue to be used!

Although we are so far unaware of any incidents, we ask our customers to return the affected products immediately. Please check your stock for the Goobay 7-port SuperSpeed USB hub with item number 67836 and the Goobay 9-port SuperSpeed USB hub with item number 67834 and stop selling the products immediately.

To return the products, please contact our customer service via the e-mail address wentronic-rueckruf@wentronic.com.

We apologise for the inconvenience.

WorldConnect AG has determined that the country adapters “SKROSS® Europe to UK” and “SKROSS® Combo World to UK” from certain, clearly definable production series and in extremely rare cases (0.002% of all “Europe to UK” adapters sold were objected to) may have a production defect. Specifically, a contact pin can become loose when pulled out and get stuck in the socket. This can pose a safety risk in the form of a possible electric shock if the contact pin is pulled out of the socket with bare fingers or unsuitable tools. We are not aware of any cases of injury. Only adapters “SKROSS® Europe to UK” with WorldConnect AG article number 1.500207 or 1.500207-1, and “SKROSS® Combo World to UK” with WorldConnect AG article number 1.500208 from production weeks 34 to 49 of the year 2013 with production code “1334” up to and including “1349” are affected by this error. The safety of customers has the highest priority for WorldConnect AG. We have therefore decided on our own initiative to replace every adapter from these series with a new adapter free of charge.

Download als PDF

For reasons of safety we are recalling the following products. The LED light bulbs listed below, purchased from us in the period between 29.04.11 and 15.03.12, may be affected by an production error:

Article 30427 LED light bulb G9 Ambient 360° 150LM
Article 30428 LED light bulb G9 Classic 360° 160LM
Article 30429 LED light bulb G9 Daylight 360° 155LM

Affected are only the LED illuminants as shown and described above, in the sales period 29.04.11 to 15.03.12. (schon oben)
In order to avoid any inconveniences, the following measures are absolutely imperative:

  1. Please discontinue the distribution of the affected products
  2. For crediting return the products back to Wentronic with the note: Recall „LED light bulb G9Series I; 30427, 30428, 30429“

After receiving the returned products you will get credit for your goods. Please send us your new order with your need for the products to be replaced. As a replacement we offer the following LED G9 light bulbs:

“30462 LED light bulb G9 Ambient II 360° 210LM
30461 LED light bulb G9 Daylight II 360° 220LM”

EU Declaration of Conformity

In the EU Declaration of Conformity, the manufacturer or, if located abroad the EU, his authorized representative or importer / quasi-manufacturer in the EU confirms, that any product he places on the market, complies with the essential health and safety requirements of all relevant European directives, so it is compliant with them. The EU Declaration of Conformity is the basis for the CE marking when applying CE directives.

At Wentronic you will find the EU Declaration of Conformity of each article by entering the respective article number or the name of the product in the search. The document is located below the item description in the Downloads area.

Code of Conduct

We build on the long-standing experience and abilities of our selected suppliers in order to abide by the quality standards that apply to us. We want our suppliers to manufacture according to the latest standards of technology. At the same time, we expect the products to correspond to the agreed specifications and patterns. We consider it very important that our products are free of faults that could represent an impairment to the health, life and property of people. Applicable legal requirements on product safety are observed in all conscience and our products are free of banned substances and meet the currently applicable legal requirements.

For us, it is a matter of course to abide by the laws of the countries in which we operate. This applies regardless of any threatened penalties. Unlawful conduct infringes upon the interests of the company. Loss of reputation, prosecution, or loss of orders are possible consequences here. Lawful conduct thus also serves to protect the employees as well as the company. All of our employees are obligated to seek information about the laws and regulations that apply to them and abide by these.

We respect and support the observance of internationally recognized human rights.

Our employment of employees is based on human rights as well as the Fundamental Principles and Rights at Work of the International Labour Organisation ILO. Wentronic does not tolerate child labor or forced labor in any form or any exploitation. During hiring and employment, the legal regulations on the protection of children and young people apply here. Furthermore, the valid occupational health and safety regulations apply to all employees. Employees are free to terminate the employment relationship while observing the periods of notice.

We object to unequal treatment or degradation based on gender, race, or background, religion or ideology, and other discriminatory conduct. We do not tolerate any discrimination or harassment of our employees.

The observance of the legal regulations to protect competition must be ensured at all times. No coordination takes place with our competitors. In particular, condition and price agreements, and the regional division of markets are not permitted.

The accepting of benefits can represent a high risk for our company and our employees. For this reason, unauthorized benefits are to be neither granted nor accepted.

Restraint should be exercised when accepting and giving gifts and donations. This may under no circumstances be in a form that means acceptance by the recipient must be concealed or he is obliged to provide a considerable service in return. There should be a strict division of private and business interests. Our activities may not be used to derive private benefits. The hiring of business partners for private purposes is to be avoided wherever possible. Business partners may not be given preference due to private interests.

Wentronic expects its business partners to abide by all applicable laws with regard to copyright and other intellectual property and not to knowingly and deliberately infringe upon the intellectual property of Wentronic or third parties.

Every individual employee contributes to putting our principles into practice. Like all of our processes, these principles are subject to constant renewal and adaptation to new circumstances and influences. Correspondingly, all employees are called upon to contact their manager or other responsible employees in confidence in the event of any ambiguities, questions, or suggested amendments.

Wentronic is oriented towards continuous national and international growth. This takes into account the shared interests of all those involved. For this reason, great importance is placed on the environment and public health in all investment and business decisions. Wentronic aims to continuously improve all processes by abiding by applicable legal regulations and provisions in the field of waste management, emissions, and water in its collaboration with its customers and suppliers so that waste from the business process can be prevented or reduced wherever possible. We expect this to the same degree from our business partners.

The construction products directive

The construction products directive (CPR/CPD) 305/2011/EU
The EU Directive prescribes safety and health targets for products, being permanently installed in buildings and that may have an impact on the safety or other essential properties or characteristics of a building, which include, in particular, the freedom from pollutants and the fire behavior.

Our range currently includes exclusively non-assembled installation cables, which have been compulsorily tested since 01 July 2017 in accordance with the harmonized EU standard EN 50575.This applies in short to
– Power cords and cables,
– Control and communication cables,
– Fiber optic cables,
– Coaxial cables
in case they are intended for installation in the building industry.

Only “bare” cables and lines, as they are termed so-called meterware, are affected, but not those with further components such as, for example, Connectors. Such products can also be tested on a voluntary basis in accordance with EN 50575.

However, this requires the individual case decision and cannot be assumed as standard.

The technical state EN 50575: 2014 + A1: 2016, as amended, applies to goods which have been put into the market or have been manufactured for the first time AFTER 1 July 2017.

Goods which are in contact with the scope of the Construction Products Directive or which could theoretically be installed in buildings but which are NOT approved for permanent installation in buildings, are clearly shown in the product description.
Ex.: “This product is not approved for permanent installation in buildings.”

Products that have been tested according to the Construction Products Directive are marked with an extended CE marking and include a Declaration of Performance (DoP) in addition to the EU Declaration of Conformity (DoC).

Practical guideline in identification of lighting

The new EU Decree 874/2012/EU for identification of lighting comes into effect on September 1, 2013. The decree contains new requirements for packaging in order to provide information to the consumer on the energy efficiency classification of a product or on measured energy consumption in kWh per 1000 hours.

The requirement for identification is satisfied by putting a new energy label on the product packaging. With Wentronic, you obtain this new energy label and the in-depth information on energy consumption associated with it in the form of a CSV file, in which all relevant technical data on the corresponding article is additionally provided.

  • The following products are concerned by the decree:
    Lamp/system voltage non-directional light
    Lamp/system voltage directional light
    Lamp/low voltage directional light
    Lamp/low voltage directional light

According to our knowledge, further identification requirements only concern products that have been imported after 09.01.2013 and cleared by Customs. These products had to undergo further tests corresponding to Decree 1194/2012/EU and then bear an extended energy label.

Goods that were brought to market by our company before 09.01.2012, cannot and did not have to show this information according to our state of knowledge at the time. This applies to the required information in catalogs and online media.

For a better overview of the articles concerned, Wentronic ha created clear delimitations: the old article number has no further use. The succeeding article is issued with a new article number. These are only products that are concerned by the new EU decree and are designated by a corresponding energy label.

Note: This guideline is not legal advice but merely an interpretation of the EU directives and decrees that exist for us. Under no circumstances does it constitute legal advice!

The REACH EU Chemical Decree

The REACH EU Chemical Decree (registration, evaluation, authorization and restriction of chemicals) regulates, among other things, the use of so-called SVHCs (substances of very high concern) and PAHs (polycyclic aromatic hydrocarbons), which are commonly used in rubber manufacturing.

Wentronic knows the relevant requirements on industry/commerce and has already carried out various projects under conditions of exceptional avoidance of these substances. As a commercial company, we constantly endeavor along with our suppliers to keep improving the properties of our products so that they are free of substances that present a risk. According to Article 3 of the REACH Decree (EU) 1907/2006, Wentronic is neither a producer nor an importer of these substances, nor brings such substances into contact with their products. Our company imports finished products into the EU that in individual cases may contain ingredients subject to registration in a proportion of more than 0.1% by weight. The following substances may be concerned here:

Name EG number CAS number
Dibutylphthalat 201-557-4 84-74-2
Benzylbutylphthalat 201-622-7 85-68-7
Bis(2-ethylhexyl)phthalat 204-211-0 117-81-7
Diisobutylphthalat 201-553-2 84-69-5

Under normal conditions and compliant use, these substances are not released in a concentration that is determined to be a health risk.

Disposing of electrical devices (WEEE)

The European WEEE directive (waste, electrical and electronic equipment) have been drawn up for disposal of electronic waste. Manufacturers of electrical and electronic devices must identify their products with a special symbol and take it back free of charge. Electronic waste is not to be disposed of with household refuse, but is to be separately given to the local waste management unit in appropriate collection and return systems. Wentronic assumes responsibility, and works on a daily basis, for environmentally sustainable disposal of old devices and electronic waste. We are registered with the Electrical Used Equipment Register (EAR) under Number 82898622.

WEEE 2012/19/EU

For clarity‘s sake, the Guideline 2002/96/EC of the European Parliament and the Council of 27 January 2003 on waste electrical and electronic equipment has been amended in essential respects. The new Guideline 2012/19/EU took effect on 13 August 2012. Nothing will change regarding Wentronic GmbH‘s registration and its related registration number. All existing labeling obligations continue to exist unchanged; products falling under the WEEE Directive must be permanently marked with a waste bin symbol and a bar underneath, as well as a unique manufacturer identification. At Wentronic GmbH, this is provided via our registered trade marks „Clicktronic,“ „Cabstone,“ „Tecxus,“ „Goobay,“ or „Fixpoint.“ International trade partners must check the transition periods and labeling obligations in their own countries.WEEE implementation is not uniform within the EU. It is up to the individual countries, and each Member State passes its own implementation regulations for disposal.

As of now, old electrical appliances have to be taken back by retailers. This obligation shall only apply for small appliances no larger than 25 cm. Stores with a retail sales area exceeding 400 m² must take equipment back. The regulation shall not apply to smaller retailers and trades people’s businesses.

  • Registration will be harmonised throughout Europe.
  • While there will be only one form, it must be submitted in each country a product will be put into circulation.

Companies may appoint authorized representatives for their different national registrations – both for E-commerce sales, as well as for normal export of their products. This regulation will also cover Internet commerce in future.

Energy-saving lamp broken?

What you can do now! Protect the environment with Goobay lamps

As producer of compact fluorescent and LED energy saving lamps we care not only for lowest possible energy consumption and longer life time. We also pay attention to your safety and feel responsible for environmental protection. For producing our products we attach great importance, all parts can be recycled. Support us and contribute to waste reduction by disposing broken lamps environmentally friendly.

We only use slight amounts of amalgam (bound mercury) for producing lamps and completely waive liquid mercury. In case of glass breaks pollutants cannot evaporate – so there are no risks to health or pollutions for human and environment.

Instructions:
1. Disconnect the product completely from mains by unplugging the mains plug or switching off product or mains fuse.
2. Ventilate the room for around 15 minutes by opening the window and closing the room door from ouside. ◦Amalgam vapors will be eliminated.
◦Amalgam is a stabile mercury compound – it is only gaseous during operation at temperatures around 100°C. When cooling down, it changes back into solid condition.
3. Let the lamp cooling down during this time.
4. Remove remaining parts from the base, where necessary.
5. Dispose shards with broom and shovel or suitable gloves. For small parts ideally use disposable wipes or tape. Never use a vacuum cleaner, because the fan disperses finest particles inside the room!
6. Clean the breaking point at the ground with a moist cloth, where necessary.
7. Close all parts, contacted with mercury, carefully in a container and mark it with the following warning note: „Attention, rests of mercury of compact fluorescent lamps can be contained“
8. Enter the container to your public collection point.

Disposal Instructions

According to the European WEEE directive, electrical and electronic equipment must not be disposed with consumers waste. Its components must be recycled or disposed apart from each other. Otherwise contaminative and hazardous substances can pollute our environment.

You as a consumer are committed by law to dispose electrical and electronic devices to the producer, the dealer, or public collecting points at the end of the devices lifetime for free. Particulars are regulated in national right. The symbol on the product, in the user`s manual, or at the packaging alludes to these terms.With this kind of waste separation, application, and waste disposal of used devices you achieve an important share to environmental protection.
WEEE Directive: 2012/19/EU WEEE No: 82898622

Compact flourescent lamps may not be disposed with consumers waste! They contain slight amounts of hazardous mercury and must be disposed in professional way.

Energy-saving LED lamps ontain no harmful substances, but on the basis of their valuable resources must be supplied to recycling. They can be collected in the same containers like compact fluorescent lamps. Enter your no longer functioning lamps simply to collection points of your municipal waste management operation or commercially. Other collection points in your area, please visit: www.lichtzeichen.de/sammelstellen.html

Hazardous substances in devices and parts (RoHS)

The EU Directive on restricting hazardous substances in devices and parts, and the “China RoHS” management methods for controlling pollution caused by electronic information products regulations provide a limiting value for lead, mercury, cadmium, hexavalent chrome, polybrominated biphenyl and polybrominated diphenyl ether. Every manufacturer and importer has to rate his products for these substances and since 2008 may only offer RoHS-compliant goods. Wentronic allows no compromise, and subjects all products in its own range that present a health risk to measurement of corresponding substances. This expressly includes flame retardants such as polybrominated diphenyl ethel (DecaBDE). All products assessed by Wentronic have been assessed as RoHs-compliant and have been clearly within the limiting values since 2006.

2011/65/EU DIRECTIVE OF THE EUROPEAN PARLIAMENT AND COUNCIL on limiting use of certain hazardous substances in electrical and electronic devices (RoHS II)

Since January 2013, the new RoHS II Directive 2011/65/EU applies, which replaces the previous 2002/95/EC.Producers and importers now have to prove the conformity of covered products by CE marking and declaration of conformity. A separate Importers Declaration is therefore no longer necessary.

The substance prohibitions were not change in comparison to the old RoHS Directive, so that all values stay valid.

For implementation, the following deadlines apply:

Device class Deadline

  1. Large household appliances 02.01.2013
  2. Small household appliances 02.01.2013
  3. IT and telecommunications equipment 02.01.2013
  4. Consumer equipment 02.01.2013
  5. Lighting equipment 02.01.2013
  6. Electrical and electronic tools 02.01.2013
  7. Toys, leisure and sports equipment 02.01.2013
  8. Medical equipment 22.07.2014
  9. Monitoring and control instruments including industrial monitoring and control instruments 22.07.2014
  10. Automatic dispensers 02.01.2013
  11. Other EEE not covered by any of the categories above. 22.07.2019

New is the open class 11, which will also include cables and previously exempt products in future. Wentronic GmbH makes no compromises and keeps the required limits also voluntarily for products, covered by classes with transition period already now. Product labeling will be done in time to the deadlines for implementation.

Returning batteries in accordance with the Law on Batteries

Since the end of 2009, every consumer is obliged to return used batteries and power packs according to Paragraph 11 of the Law on Batteries. Batteries and power packs may not be disposed of with household refuse. They can instead be disposed of free of charge at every collection and return location provided for this purpose. Batteries and power packs obtained from Wentronic can of course be sent back to us or disposed of after use. Wentronic GmbH including all its own brands is registered with the Federal Environment Agency under Number 21000097 as a manufacturer in the sense of the Law on Batteries. Used battery return has been taken over at Wentronic by CRR Deutschland AG. Please arrange the removal of used batteries using the appropriate form:
>> download form (PDF)

Environmentally-compatible design of Energy-using Products (EuP)

With the European Ecodesign Directive (Energy-using Products), improved energy efficiency and environmental sustainability of electrical devices is monitored. The target is to save energy and other resources in manufacturing, operation and disposal. All products sold by Wentronic since 2011 correspond to the EuP regulations and save power on a daily basis. Our laptop power unit parts, lights and tools, among other things, help to lower standby power consumption in households on a daily basis.