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Frequently asked questions (FAQ)

Product

We offer different handles for every taste and every hand.
For more detailed explanations please have a look at our detailed pages.

On the one hand you can find our auxiliary numbers in our print price list and on the other hand you can find all necessary information about our auxiliary numbers in the REHADAT auxiliary directory: https://www.rehadat-gkv.de/

Classics 220
Ergo hard grip:              24 pairs
Ergo soft grip:                23 pairs
Anatom. Hard grip:      20 pairs
Anatom. Soft grip:        20 pairs

For all other packaging units please contact us by mail info@ossenberg.com or by telephone at +49 5971-980460.

Forearm walking aids do not have a MHD in the true sense of the word. However, a useful life of two years should not be exceeded. Beyond this time, the further use of the forearm crutches is the responsibility of the user.

If you are an end user and have purchased your walking aid from a specialist dealer, you can also return it there and have it disposed of. Alternatively the going assistance can be disposed of over the bulky refuse or building yard.

Please ask your doctor about prescribing walking aids, as this is user-dependent and can vary.

Please clean walking aids only with a soft cloth and lukewarm water, with stronger contamination if necessary with a mild detergent. Please do not use solvent-containing cleaners, since these dissolve the coating and damage the plastic!

Walking aids may be shortened by the specialized trade. Height-adjustable walking aids can be shortened in the lower part by max. 10 cm and non-adjustable walking aids in the lower part individually by the specialized trade itself. Please note that with other changes of the going assistance by the specialized trade, the warranty obligation of our side expires.

Almost all walking aids can be shortened by us. For changes that go beyond a shortening, please let us have a completed Dimension sheet to come. We will then check a possible special design.

Based on the body height it is generally difficult to judge which grip height is the right one. Daher ist es wichtig die genaue Griffhöhe richtig auszumessen. Dafür stellt der Patient sich, mit normalen Straßenschuhen, aufrecht hin und lässt die Arme hängen – das Maß, gemessen vom Handgelenk bis zum Boden, ist schließlich das auschlaggebende Maß für die Griffhöhe.

Orders

You can order as follows:

By Fax:                 05971-9804616 (Order form also here available as download)
By Mail:                bestellung@ossenberg.com
By phone:            +49 5971-980460
In Online Shop:  https://shop.ossenberg.com/

About our form „improved service“ you can give us an e-mail address to which we send an order confirmation after each order.
So you can be sure that we have received your order and check what we have received.
The form can also be sent to you by fax or e-mail on request.

A subsequent change of the order or the delivery address is only conditionally possible.
If the order is already in production, no further changes are possible. Therefore we ask you to check your order again after receiving your order confirmation and to contact us immediately if you wish to make any changes.

Items can only be cancelled if they are in stock or, in the case of a production item, if it has not yet been produced.

For orders with a net order value below 50,- Euro we reserve the right to charge a minimum quantity surcharge of 5,50 Euro.
There is a free house limit, this is 450,00 € net goods value. In addition, we deliver free house within Germany.

Shipping

Our shipping costs are 9,80 € per box.
From 450,00 € net value of goods we deliver free of charge within Germany.
Please note that the shipping costs to foreign countries may vary depending on the country and region.

Our articles are made to order, so the shipping time may vary depending on the order situation. After shipping DPD needs another 1 - 2 working days for delivery.
If you have an open order or want to place a new order, please contact us by mail info@ossenberg.com or by telephone at +49 5971-980460 to discuss the current delivery times.

Within Germany, delivery is made by DPD.
Foreign orders may be sent by DHL.

DPD usually delivers 1 - 2 working days after shipment - except Saturdays.

We offer four different delivery times for express shipping. For more detailed information please contact us by mail when placing your order info@ossenberg.com or by telephone at +49 5971-980460, connection with us.

International shipping is quite possible, but here the shipping costs vary depending on the country and region.

About our form „improved service“ you can send us an e-mail address for shipment tracking. As soon as your order is in transit, DPD will keep you informed about the location of your order. We will gladly send you the form by fax or e-mail on request.

Logo print

We offer you the possibility to have your company's own logo printed on the arm cuffs of the forearm crutches using a pad printing process. The logo printing is possible on all 220 models. Please contact us for further information and conditions.

Logo printing is available from a minimum order quantity of 4 packaging units. The colors, but not the handle variants, can be mixed within one packaging unit.

For printing we need a PDF or EPS file of your logo. The printing size is 40 mm x 20 mm.

Accounting

Invoices can be requested by phone or e-mail. We are also happy to send you your invoices by e-mail. Please use our form „improved service“.

The following payment methods are available to you:

  • 10 days 2 % discount, 30 days net
  • SEPA Corporate Direct Debit 3 %
  • Delivery against prepayment

If you are a member of a cooperative, we can also deposit the account through the cooperative for you.

After receiving your return we will issue a credit note which will be booked to your customer account for the time being.
In the case of direct debit payments, your credit note will be offset against the debit of the next invoice amount.
If you are a self-payer, you can offset the credit note amount against your next invoice and reduce the invoice amount accordingly.
Alternatively, please send us your bank details in writing for a refund.

Returns

If you would like to return an item, please report your return by mail service@ossenberg.com or by telephone at +49 5971-980460 with us. For the return please use the enclosed return receipt and note the reason for return and which articles you want to return.
If you do not have the return voucher, you can request it by mail or phone.

If the complaint is unjustified, the return costs will be charged to the customer. If a credit note is issued, a 30% handling and restocking fee will be deducted from the value of the goods. Unfree packages are not accepted by our goods receiving department!

If you would like to complain about an article, please contact us in advance by mail service@ossenberg.com or by telephone at +49 5971-980460.

It is helpful if you send us pictures of the article you want to complain about and a short description of the problem directly by mail. Many complaints can thus be clarified in advance, which can prevent uneconomical returns. Our staff will be happy to discuss the following procedures with you.

In the case of a return of goods, the return costs are at the expense of the customer. In addition, we retain a 30% handling and restocking fee in case of a credit note.
- see also "How does the return shipment work?"

Is an exchange possible?

Our products are generally excluded from exchange.
If you have ordered an item that you want to return and replace with another one, you can send this item back for a credit note and order a new one for a fee.

Please note the returns in advance by phone at +49 5971-980460 to register. In addition, the return costs are at your expense and in the case of a credit note we retain a 30% handling and restocking fee of the value of the goods. Please also note that with a new order you will have to pay shipping costs again.

Articles whose delivery is more than 6 months in the past, as well as custom-made products and discontinued articles, are excluded from return. Likewise a return of articles, which were changed or damaged by the buyer, is not possible.

You will not receive a separate notification when we have received your return from the parcel service. As soon as your return has been delivered to us, we need a few days to process it.

After receiving your return we will issue a credit note which will be booked to your customer account for the time being. In the case of direct debit payments, your credit note will be offset against the debit of the next invoice amount. If you are a self-payer, you can offset the credit note amount against your next invoice and reduce the invoice amount accordingly.
Alternatively, please send us your bank details in writing for a refund.

Miscellaneous

If, despite the highest quality standards, a justified defect of quality should occur in our production, Ossenberg GmbH is entitled, within the framework of a 12-month warranty, to choose between repairing the defective item or replacing it with a defect-free subsequent delivery.

Ossenberg GmbH assumes the liability according to the product liability law only for the first - in - circulation - bringing our products into circulation. We only agree to a reuse if the product has been previously tested by us.

Towards our customers (=resellers/specialized trade) we take over a warranty with a period of one year. The warranty begins with the delivery of the goods and not from the sale of the goods to the end user!
Our warranty period is therefore not valid for the end user. Warranty claims cannot be asserted.

If you are not yet a customer with us, please fill out our master data file  and let us do this by mail info@ossenberg.com or Fax +495971-8904616 to be sent to. Only then can we give you price information or take your orders. Alternatively, you can also register directly in our Online shop register. After checking your data, we will create you in our customer file.