Lawn edger FAQs

Completing Your Order: Problems and Solutions

If you are unable to complete your order, this may be due to your security software or browser settings.

Solutions:

Ensure that our website is allowed in your browser settings.
Try again to continue your purchase.

If the issue persists, please do not hesitate to contact our support team. We are happy to assist you in resolving the problem so you can complete your order smoothly.

Our shop uses the latest technology, ensuring a seamless ordering process. However, if any errors occur, we would appreciate your support in helping us improve.

Thank you for your cooperation!

If you wish to cancel an order you have already placed, please contact us immediately via our contact form.

Under what conditions can I cancel my order?

We can only cancel your order under the following conditions:

You have ordered items with an extended delivery time (between 4 and 12 business days), and this delivery period has not yet expired.
You have pre-ordered goods with a delivery date more than 12 business days in the future.

Important:

If the order has not yet been shipped (which usually happens very quickly), we can stop the shipping process and cancel your order.
However, if the order has already been dispatched, cancellation is no longer possible.

In this case, you have the option to refuse the package upon delivery. The shipping provider will automatically return the package to our warehouse. Once we receive the return, we will process it as a regular return and refund the amount you paid.

To the payment options

Payment via Bank Transfer (Prepayment)

If you choose to pay via bank transfer (prepayment), please transfer the total order amount to our bank account. As soon as we receive your payment, your order will be shipped immediately.

Payment Process:

Select "Bank Transfer/Prepayment" as your payment method during checkout.
After confirming your order, you will receive an email with all necessary payment details.
Transfer the total amount of your order to our bank account.

Important: Please include the following details in your transfer:

Order number
Your full name (as used for the order)
(e.g., Max Mustermann 1234567890)

These details are essential to ensure quick processing of your order. Please also include this information in online banking transfers.

Important Notes:

Due to processing times between banks, it may take 4-5 business days for your payment to reach us.
Our bank operates in Euros (€). If you transfer from a different currency, additional fees may apply.

Your bank details will be provided after your order is placed and will also be included on your invoice.

Incorrect Delivery – What to Do

Despite our careful order processing, it may very rarely happen that you receive the wrong item. If this occurs, please contact us immediately via our contact form.

Please provide the following details:

The item and variant you originally ordered.
The item you received instead.

The incorrectly delivered item can be returned free of charge via DHL using the return label we provide. Please make sure to note on the return form that you received the wrong item.

Delivery Times and Shipping Options

For logistical reasons, we currently do not offer express shipping or same-day delivery.

The items available in our shop are usually delivered within 2-4 business days after your order has been received.

Due to the dimensions of the Rasenkantenboy shipment, delivery to parcel lockers is unfortunately not possible. We appreciate your understanding.

Shipping costs at a glance

When will my order be delivered, and how is it shipped?

Once your order has been shipped, you will receive an email with the tracking number. You can also view this number in your customer account after logging in.

Simply log in to your account to access all details regarding your shipment.

If you have any questions, our support team is happy to assist you. You can reach us by phone, WhatsApp, or email. We will handle your request as quickly as possible.

Contact us at: info@rasenkantenboy.de

Yes, pickup is certainly possible by prior arrangement. Please contact us via email, phone, or WhatsApp to schedule an appointment. We look forward to hearing from you.

Email: info@rasenkantenboy.de

As soon as we hand over your order to the shipping provider, you will receive a shipping confirmation via email. This email will include a tracking number, allowing you to monitor the delivery status on the shipping provider's website.

If your order contains items with different shipping dates, you will receive a separate tracking number for each package.

In the rare event that an item is unavailable, we will inform you immediately and refund any payments made if necessary.

Shipment Tracking Shows Delivered, but You Haven’t Received Your Order?

Does your tracking information indicate that your order has been delivered, or are there missing items listed on the delivery note?

Please contact our support team immediately at info@rasenkantenboy.de or via our contact form. We will get back to you as soon as possible.

Important: You must contact us within two weeks of the recorded delivery date according to the tracking information. After this period, we are unable to obtain further details from the shipping provider.

In some cases, you may be required to submit an affidavit confirming the loss of your shipment despite the recorded delivery. This document is necessary for our shipping provider. We will send you the form via email—please complete and return it with your signature. The shipping provider typically takes 2–4 weeks to review the case. We will notify you as soon as we receive an update.

Damaged Package Delivery - What to Do

If your package arrives damaged, please address the issue with the delivery person and ensure the damage is noted at the time of delivery.

We Need Your Cooperation!

If your package is visibly damaged upon arrival, please file a damage claim with the shipping provider (e.g., DHL). Here’s what to do:

Take the damaged package and all its contents to your nearest post office or the shipping provider’s location. Alternatively, you can submit a damage claim via email, providing sufficient photos and a detailed description of the damage.
Explain at the location that your package arrived damaged. You will receive a damage claim form to fill out. Have the form stamped and signed by the postal officer or staff member.
The damaged package will be left at the office, and you will receive a written confirmation.

The shipping provider will investigate the damage and inform us of the results. We will notify you promptly. Please note that the investigation by DHL, UPS, or other providers may take up to 4 weeks.

IMPORTANT: The damage must be reported to the shipping provider within 7 days of receiving the package. After this period, no complaints will be accepted.

Missed Delivery - What to Do

If you're not at home when your package is delivered, no worries! The shipping provider will leave a pickup card in your mailbox, allowing you to collect your package from the designated pickup point.

Important: Only the registered recipient is authorized to collect the package. Don't forget to bring your ID!

If the package has been left with a neighbor, you will find an information card in your mailbox with all the necessary details.

If no card is available, you can use the shipping provider’s portal along with your tracking number to get more information about the delivery.

Important: Packages will be available for pickup at the collection point for 7 working days. Please make sure to collect your package on time.

Thank you!

Your tracking information will be sent to your registered email address. Additionally, you can always view the tracking number in your customer account on our website.

Simply log in to your account to get all the details about your shipment.

If you have any questions, feel free to reach out to us. Contact us by phone, WhatsApp, or email. Our support team will assist you as soon as possible.

Email: info@rasenkantenboy.de

Germany: We offer reliable and fast delivery within Germany.

Europe: We offer shipping to the following European countries: Austria, Netherlands, France, Belgium, Denmark, Luxembourg, Poland, Sweden, Portugal, Spain, Italy.

For shipping to other European countries, we are available upon request. This includes countries such as: Czech Republic, Slovenia, Slovakia, Lithuania, Latvia, Greece, Finland, Estonia, Bulgaria, Croatia, Hungary, Romania, Bosnia and Herzegovina, Serbia, Macedonia, Montenegro.

Export to Third Countries: We also offer shipping to Switzerland, Norway, and Liechtenstein. Worldwide deliveries are also available upon request.

Please contact us if you have any questions about shipping options and costs to other countries.

We reserve the right to charge standard shipping costs for returns if the order value, after deducting the return costs, falls below the threshold for free shipping.

Example: In Germany, shipping is free for orders with a value of 90 €. If you order two items priced at 45 € each and return one item, we reserve the right to refund the amount for the returned item minus the standard shipping costs.

Please note that in this case, the refund will be adjusted based on the remaining value of the goods and the shipping costs.

Data Protection – It is very important to us!

The protection of your personal data is our highest priority. All data we collect is used and processed exclusively in accordance with the applicable data protection laws and in line with our privacy policy.

We place great importance on not handing over your data to unauthorized parties. For this reason, we take data protection very seriously and ensure that your information is always handled securely and confidentially.

For more information, please refer to our detailed privacy policy.

Data protection

Forgot your password? No problem!

If you have forgotten your password, you can easily generate a new one using the "Forgot Password" feature. An email with the new password will be sent to the email address you used to create your account.

If you have a new email address or no longer remember the original one, you can simply create a new user account and continue enjoying all the benefits.

es, your security is very important to us. All personal data, such as your address and credit card or payment details, are encrypted using SSL and are secure during transmission.

Your data is used exclusively for processing your order, payment, and marketing activities within the framework of your registration in the RKS Vertrieb customer account.

Our website is fully secure, as indicated by the "https" and the closed lock symbol before our domain www.rasenkantenboy.de.

When registering, you create a personal customer account that will simplify the ordering process for you in the future. Once you have created an account, you can log in with your password for every subsequent order, so you won't need to enter your details again. Your name, email address, as well as your shipping and billing addresses, will be securely stored in your account. You can easily access this information during the checkout process.

To subscribe to our newsletter, please visit our homepage and enter your email address in the designated field.

If you already have a customer account with us, you can directly subscribe to the newsletter through your account. Simply go to the "Newsletter" section and check the box. Don't forget to click "Save" afterward.

Congratulations! You are now subscribed to our newsletter and will receive all important updates and offers directly in your inbox.

There are two easy ways to unsubscribe from our newsletter:

Unsubscribe via the Newsletter Email:

When you receive the next newsletter via email, simply scroll to the bottom of the email. There, you'll find a link that allows you to unsubscribe directly.

Unsubscribe via Your Customer Account:

Log in to your customer account and go to the "Newsletter" section. You can unsubscribe by unchecking the box. Don't forget to confirm your changes by clicking "Save."

We respect your decision and will promptly process your request.

Returns and Refunds

If the product doesn't meet your expectations and you’re not satisfied with it, no problem!

You can return the item within two weeks and receive a full refund.

Here’s how:

Please contact our support team via email at info@rasenkantenboy.de and indicate that you wish to return the item. Ensure that the item is unused and returned in its original packaging.

For further details, please refer to our cancellation policy.

Important Note: Please be aware that processing returns may take up to two weeks.

As soon as we receive your return, we will refund the purchase price as quickly as possible, but no later than within 14 days. The refund will be processed using the payment method you used for the order.

The return shipping costs are to be borne by the customer. We recommend using DHL, as this shipping provider offers a reliable service at affordable prices.

Return and Adjustment of Shipping Costs

We reserve the right to charge the standard shipping costs for returns if the order value, after deducting the return shipping costs, falls below the threshold for free shipping.

Example: In Germany, shipping is free for orders over €90. If you order two items worth €45 each and return one item, we reserve the right to refund the amount for the returned item minus the standard shipping costs.

Important Note:
Please note that in this case, the refund will adjust the value of the remaining goods as well as the shipping costs to ensure the free shipping threshold is not exceeded.

Rosinksi & Grett Gbr
Am Kleikamp 2
33442 Herzebrock-Clarholz
Germany

Claim and Quality Issues

If your item has a defect, please email us photos and a detailed description of the issue. Please note "Claim" in the subject line.

Our expert team will review the photos and description and decide whether the complaint is justified. If so, you will receive further information on whether the item will be repaired, replaced, or refunded.

Processing a claim usually takes about 1-2 weeks.

Important Information:

A quality defect, material flaw, or manufacturing defect occurs when, for example, a gear breaks during normal use or the item no longer rotates.

The warranty covers material and manufacturing defects. If a problem arises during normal use within the warranty period, you can file a claim for the product.

In the case of a valid claim, the item will be repaired if possible. If this is not possible, the product will be replaced.

If we consider the claim unjustified (e.g., due to improper use or careless handling), the claimed product will be returned to you. In some cases, we may offer special conditions for the exchange. We will inform you promptly in such cases.

If an item was delivered to you already defective or damaged, we sincerely apologize.

Please contact us immediately via our contact form or by email and send us photos of the defect. We will review and address your issue as quickly as possible.

Please note that we can only assess the defect within 7 days after delivery (according to the tracking information – delivery date).

If the defect is reported after the 7-day period, we must assume that the item was damaged during use. In this case, please contact our support team. The claims process will then be activated, which typically takes 1-2 weeks.

Business hours

Mo - Sa 10 - 18 o´clock

So - closed

Contakt

Rosinski & Grett Gbr

Am Kleikamp 2
33442 Herzebrock-Clarholz
Germany

Germany:

Mobile: +49 (0190) 1712899

email: info@rasenkantenboy.de

FAQs about the Rasenkantenboy