Customer Service & Warranty

Customer Service phone +31 (0)592 248 128
Customer Service: service@roxxor-international.com 

Warranty:

Our supplied products are developed according to the specifications required by the customer's daily use as a aesthetic design and/or perfect functionality.

Rights

This warranty gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction.

Products covered

The ROXXOR International warranty guarantees for our products. And used as written in our products user manual as add or labelled on the boxes, and to be seen on our website.

How long coverage lasts

The coverage of this warranty last for 1 year from the date of your purchase of the items covered by this warranty.

Early designs

Fashion products can be produced up to 2 years after introduction, and can be ordered on request, notice that colours and design can be change due to its handcraft ship. Let us know your wishes we will study the possibilities.

Demo models, samples

If we show a sample or a model, it is possible that the original future models can differ from the sample or model as shown.

Non warranty claim to

  • Scratches and brakeage, at normal use.
  • A little dark point in the bone china product, les than size 2mm Ø
  • An incorrect treatment, or not follow the instructions of use.
  • Handmade painting of the designs or colour settings.
  • Bone-china or porcelain thickness.
  • Not in the original packaging and or dirty.
  • Any warranty on an article when the invoice is incomplete paid, from the delivered goods.

Shipping & Delivery

Shipping

We ship the products in stock the same day after a clear payment. BtoB Retailer, Hotel, and Restaurant owners who apply for a credit line, will have a written confirmation. Orders are shipped within 3 - 4 working days or as per the delivery date agreed. At the time of the order confirmatin and delivering of the shipment the subject to the courier company or post office norms are applied. If the ship to address provided is far from the city or the courier service is not availble to that partiqular location then it takes maximum of 15 working days.

Delivery

We provide tracking number after shipping your box, pallet shipment kindly contact our customer service. We dispatch the products through UPS, DHL, Fedex, DPD, TNT or Rotra services. Delivery of our services will be confirmed on your mail ID as specified during registration. For any issues in utilizing our services you may contact us.

For International buyers

Orders are shipped and delivered through registered speed post only. Delivery of all orders will be to registered address of the buyer as per the credit/debit card only at all times(Unless specified at the time of Order). Exagle.in is in no way responsible for any damage to the order while in transit to the buyer.
*If needed to provide the shipment cost are exclusive Cost for export document

How the delivery charge is calculated for multiple units and some products

We won't take any extra shipping charges to most of the products. Box shipping charges vary from 07,00 - 55,00 Euro 25kg maximum depending on the shipping location and weight of the products you purchased. For multiple products ordered from the same category the programme adds up the weight of all the units ordered and charges a single delivery fee.

Delivery areas - Delays - Shipment costs

Delivery dates and shipment costs are communicated for every order whilst placing the order. These will also be confirmed by e-mail after the order has been placed. Within the NL and the European countries you have the choice between a normal or express delivery. Express delivery costs are calculated depending on the country, size, weight and quantity ordered.

If you are not in when the goods are delivered, the driver will put a card through your door. If the product is delivered via TNT / UPS / DHL (small products under 30kgs) they will automatically attempt a second delivery on the next business day (free of charge).

You can also optain for an upgrade delivery: choose a morning or an afternoon slot or a Saturday morning for a small additional charge (amount indicated on the card).  If your order is delivered via courier (Rotra) you will have to call them and re-arrange another delivery.

If one or several items are not in stock when placing your order, the delivery times will be extended as indicated in your shopping basket.  Outside European Union, customs duties and local taxes will be borne by the recipient.

Returns & Replacements on returns & refunds policy on standard goods that aren't damaged:

Please contact us to discuss a return or exchange within 14 working days starting on the day after the day on which the goods are received. Any goods returned must be packed undamaged and in their original packaging.

Your will receive an retour number from our customer service. Roxxor may claim refund to the Customer in case of damaged products or goods which have been used and sent without applying reasonable care. You will be asked to send the products in return to the address below:

ROXXOR-INTERNATIONAL   
INDUSTRIEWEG 9 • 9422 CX • SMILDE • NEDERLAND   
Phone +31(0)592-248128   
info@roxxor-international.com

To avoid any excess charges by returning the product(s) to our Dutch  warehouse, we can organize a courier service to pick up the goods. The amount that will be charged is based on the cost of the transport between the customers address and our Smilde warehous address only. The fixed prices for returning un-wanted products are as follows:

  • € 8,00 Import for small/light parcels (<3kg). Pre-paid returns label to be taken to your nearest post office
  • € 25,00  for small/light parcels (<10kg)
  • € 39,00  for small parcels (10-20kg)
  • €100,00 for large products to be returned on palette.

*Price can varies duo agents transport cost country's or valuta fluctuations.You are also able to organise the return yourself, at your cost to the address mentioned above.

How long will delivery take and what does it cost?
Delivery cost for standard delivery in:

  • EU Country is approx. 10% of the total order Value.
  • For non EU Countries. approx. 15% of the total order value.

Shipment of availble products in Europe will take approx. 6-8 working days.
(9 am-5 pm local time)

  • Pallet shipment on request.
  • Items will normally be dispatched on the next day.
  • On special request we are able to serve you with deliveries during the weekend.
  • Delivery charges are the same whatever the weight of the package.

Where do we deliver?
Roxxor is shipping daily standard to:

  • Belgium, Denmark, France, Germany, the Netherlands, Italy Scandinavia.

We are not able to deliver to VAT-free areas, or to PO Box addresses, or army barracks outside of the country in question. Some remote places may take an extra 1-5 days on top of the delivery times given above.

We deliver to your warehouse doorstep - directly to the shipping address you have provided. If the first attempt fails the parcel(s) will be taken to the nearest parcel courier's office and the recipient receives a notification card indicating where to go or whom to contact for the delivery.

How do I track the progress of my order?
You will get a parcel tracking number in our shipment notification email. If you are registered as a customer with a email address at Roxxor, you can go to the My Account page and My purchases to track your order. The order status will tell you the progress of your order. You can also control the courier's tracking reference sent to your email address, so you can track your delivery and find out exactly where it is and when to expect it.

Can I get my item sent to another address?
Yes, when you place your order you can choose to have it shipped to an address that is different to that of your billing address, if the address is in the same country. Please note however, that once your order has been placed you can no longer change the shipping or billing address for that order.

What happens if I'm not in to receive my delivery?
Deliveries are made between 9am and 6pm your local time from Monday to Friday, excluding public holidays. If you're not at the delivery address we will retry to deliver your package, the courier will leave a card with their phone number. Contact the courier call centre within 48 hours to rearrange your delivery. If you don't contact them within few days, they'll send your package back to us, return cost are always for t he customer. When we receive your shipment in return, Roxxor will contact you to update the status of the order and control the shipment address, if needed Roxxor can ship the order again, transport cost are for the buyer. Any proforma, or pre payment by we'll refund as well from your credit or debit card. We're not able to resend orders that have been returned to us with no notification - you will need to place a new order.

Returns & Replacement
Merchandise ordered through the online shop cannot be exchanged.
If the product is damaged or do not correspond with how the product was presented on Roxxor Online Shop, you have the right to enter a claim. 

Please contact customer service at info@roxxor-international.com with a photograph of the damage/error within 3 days of having received the goods. When we have received the product and approved the claim you will be informed and a new product will be sent to you.

Consumers can return the product within 30 days of purchase,  return as follows.

Business customers and re-selling items, can return after the next steps.

  • Step 1. Contact info@roxxor-international.com / Or call +31 (0)592 248 128.
  • Step 2. You get assigned a service number which you can use in our communication.
  • Step 3. Send a description of the problem and possibly a digital photo by email.

Please note that we are working with natural products that are subject to color and shape changes, many of our products are hand-crafted, small dots in porcelain, or unevenness in wood, metal is therefore not covered under warranty.

If partly incorrect by using through the products first steps not followed of first maintain ace , or daily wrong use. For questions do ask our customer service.

  • Step 4. Returns you from abroad?

No: Go to step 5.
Yes: please contact customer service. Indicate that you want to return from abroad.

  • Step 5.

Repack the item with the packing slip (a copy of) the bill in a solid package. Request a return label and stick it on the packet and send it as you have selected with the return service.

Once Roxxor-International received your return has been processed, you will receive an e-mail. The email tells you when you receive a refund or replacement item.

If you want to return multiple items indicate this by e-mail, or by telephone.
Returns can be sent to our central warehouse in Smilde, Netherlands Industrieweg 9 9422CX.

For any question feel free to contact our customer service.

Ordering

  1. Select your product
  2. Make a account, and select a password
  3. for any question, contact our customer service, prices are different for consumer, and for wholesaler.

If you are a wholesaler or like to become one, send us your company details.

Payment, Pricing & Promotions

  1. All prices are in Euro. excl. VAT.(TAX)  for Business with VAT registration, Consumer prices are incl. VAT (TAX).
  2. Prices are subjected to change. Prices are ex Warehouse the Netherlands, will be entitled to adjust prices agreed upon in the event of increases in cost-determining factors.
  3. Forwarder are responsible for all costs, after the order is released. Customs, duties, are the responsibility of the contractor.

Viewing Orders and update account information

  • check in with your account and you can:
  • see your old order
  • you can print your new or old orders
  • replace the same order again
  • checking the status of your order
  • find the track and trace number
  • download the new catalogue, or update your customer information