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.
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:
- Please discontinue the distribution of the affected products
- 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
Our guiding principle, “Every deal is a good deal if both partners are satisfied,” is reflected in everything we do. With our Code of Conduct, we take things a step further and have created a foundation on which our collaboration with all our employees, partners and suppliers is based.
We guarantee that we exclusively use products that fulfil the highest quality and safety standards. Through internal quality controls, our experts ensure that all products pass strict quality and counterfeiting checks. Our products naturally correspond to the current legal requirements for product safety.
We undertake to comply with all applicable laws, regulations and provisions – in both our business and our personal activities. These also include, among others, economic sanctions and export and customs laws. Any infringement against these requirements can have serious consequences for us and the company.
We only permit the use of security staff if the company guarantees that their employees are suitably trained and monitored. This ensures that no human rights are violated. Otherwise, the use of security staff, whether privately or publicly, is prohibited.
Wentronic ensures that the human rights and core labour standards are upheld and we abide by the applicable law of the ILO (International Labour Organisation). We respect the right to freedom of association. Child labour, forced labour and exploitation are not tolerated under any circumstances. Women’s rights, ethical recruitment and legal safeguards for children and young people are observed. Laws on occupational health and safety and working hours apply and all employees are paid according to their performance and receive social benefits. We reject discrimination and harassment due to gender, ethnic background, religion or ideology.
We respect the dignity of all people and do not tolerate any discrimination. We also do not tolerate any negative effects on the rights of minorities and indigenous peoples. We respect the ban on illegal evictions and the ban on the illegal taking of land, forests and water for acquisition, development or other use. In particular, we respect and support the right to free, prior and informed consent.
We protect the personal data of our business partners and employees in accordance with national, European and international data protection laws while taking into account interests and data protection risks. Our security standard prevents unauthorised access and we also oblige our business partners to handle this data with care. We share information about Wentronic and its business activities in a legally compliant manner and manage our business records, which are assessed by an auditor, in accordance with GOBD rules (principles for the proper management and storage of books, records and documents in electronic form and for data access).
All legal provisions to protect competition are complied with and agreements with competitors are prohibited, in particular agreements on conditions and prices, as well as a regional division of markets. Improper advantages may neither be granted nor accepted. Restraint should be exercised with regard to gifts and donations in order to avoid conflicts of interest. Private and business interests are strictly separated and the use of business partners for private purposes is to be avoided.
Wentronic requires its business partners to comply with all copyright and intellectual property laws so as not to risk infringing upon the intellectual property of Wentronic or third parties.
We are committed to sustainable and responsible business activities and take into account the effects on the environment and the climate. We are also committed to reducing greenhouse gas emissions and promote energy efficiency and the use of renewable energies. We strive towards decarbonisation and contribute towards protecting the quality of water and air through the conscious handling of resources. We also undertake to carry out responsible chemicals management, which minimises the effects on people and the environment. We are committed to sustainable resource management and strive to reduce waste. We promote the reuse and recycling of materials to reduce the ecological footprint. We respect animal protection standards and are committed to preserving biodiversity. We pay attention to sustainable land use and avoid deforestation. We are committed to preserving soil quality and reducing noise emissions to protect our environment.
We support whistleblowers (informants) and protect them against retaliatory measures. Wentronic has established a reporting procedure – for business partners, suppliers and third parties. Complaints regarding misconduct or infringements against the Code of Conduct can be submitted via e-mail to compliance@wentronic.com. Wentronic will not take or permit any retaliatory measures if the report is made in good faith. If, however, retaliatory measures are suspected, these can also be reported to compliance@wentronic.com.
Wentronic respects the principles of the OECD (Organisation for Economic Co-operation and Development) with regard to serious abuses in relation to mineral extraction and mining activities. We do not directly import any raw materials, ores, intermediate products or derivatives of minerals. To ensure that this practice is also recognised throughout our supply chain, we require our suppliers and their subcontractors to take the measures necessary to abide by the international standards for raw material procurement defined by the OECD.
Our Code of Conduct, which is respected by employees, business partners and suppliers equally, is essential to comply with ethical standards and legal requirements. The obligation to comply with this Code of Conduct should be passed on along the entire supply chain in order to promote a responsible corporate culture.
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
- Large household appliances 02.01.2013
- Small household appliances 02.01.2013
- IT and telecommunications equipment 02.01.2013
- Consumer equipment 02.01.2013
- Lighting equipment 02.01.2013
- Electrical and electronic tools 02.01.2013
- Toys, leisure and sports equipment 02.01.2013
- Medical equipment 22.07.2014
- Monitoring and control instruments including industrial monitoring and control instruments 22.07.2014
- Automatic dispensers 02.01.2013
- 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 stiftung EAR under the number 36166961 as a manufacturer in the sense of the Law on Batteries. Used battery return has been taken over at Wentronic by RLG Systems AG (REBAT).
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.