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FAQs

Purchase, payment and duties

Koenig Maschinen ships to all countries from the company’s headquarters, located in Stattegger Strasse 80, A-8045 Graz, Austria. We only ship to companies, not to private individuals.

How can you place an order in the Koenig Webshop?

Before you can place an order in our webshop, you must create a webshop customer account by registering on our webshop. You need to provide some personal information and set a password.

Once you submit an online order, you are bound to your order for a period of seven (7) days unless we reject your order before the end of that period. You cannot change or cancel an order once it has been placed.

You will firstly receive an email acknowledging receipt of your online order. This email will be generated automatically and does not constitute acceptance of your order. Once we have accepted your online order, we will email you an order confirmation within seven (7) days of receiving your order, in which we will confirm acceptance of your order and/or provide information on the dispatch of the ordered goods. A purchase contract will only come into being once we have accepted your online order by sending an order confirmation.

The billing and delivery addresses specified for the order must be in the same country.

How do you get an offer from the web shop?

If you need an offer before placing your order, you can print your shopping cart.

Which payment conditions do you have?

In this webshop, payments can only be made in EURO.

The prices for our products are the prices specified on our webshop which are valid at the time of your order, and they shall apply FCA Graz, Austria (Incoterms 2020), including packaging. The prices specified on our webshop cannot be combined with offers or discounts. Payment shall be deemed to be made on the date on which we receive the relevant amount.

We accept the following payment methods:
(a) Prepayment: Bank transfer in advance of shipping

(a) For the prepayment option, we kindly ask you to transfer the open amount to the account specified at checkout and in the email with the order confirmation. Your order will be processed as soon as we have received your payment. We guarantee a secure payment and you receive a confirmation as soon as we have received your payment.

How is your VAT number taken into account in the webshop?

All items sold in the webshop are indicated excluding taxes. Your VAT number will be checked in this webshop using a web-based service. Please make sure that the VAT number you entered matches the selected country.

With regard to intra-community deliveries, the VAT number is checked and all subsequent actions are carried out on the basis of the delivery address you have entered.

and maintaining our machines and lines.

We offer you:

  • Instant support and troubleshooting service
  • 24/7 reachability in the event of machine failures such as repair and support with settings and adjustments
  • Fast dispatch of spare parts
  • Organization of emergency events

Service Hotline: +43 316 6901 739

Transport and delivery

How are the items shipped to your address?

Our webshop ships to addresses in Europe. We arrange the shipping of your ordered items as soon as possible and with experienced logistic partners. The delivery times depend on the stock level of the ordered items and the selected country of delivery. The actual shipping costs will be shown at check-out in the shopping cart.

Depending on the scope of delivery, the items you have ordered will be delivered in one or more packages.

We will inform you by email about the shipment and the expected delivery date of the item(s).

Is there a transport insurance?

All deliveries will be carried out in accordance with CIP (Incoterms 2020), which means we will take care of the dispatch, customs clearance, packaging and insurance up to the delivery address you have provided, but not unloading or any other service. The delivery period shall be calculated from the payment receipt date.

 

Warranty and Service

What warranty claims do you have?

We warrant that the product shall be free from design flaws and material and manufacturing defects at the point of the transfer of risk and that the product shall have the characteristics described in the technical specifications.

If the product is unusable or its use is severely restricted, we shall, at our discretion, either repair or replace it at our cost.

The warranty period is 12 months starting on the date of delivery ex works or upon any agreed acceptance of deliveries and services or upon completion of installation where we have agreed to undertake installation. The warranty shall not be extended due to repairs or replacement.

Koenig service hotline: 24 hours – 365 days a year

If you have any questions about your product, our 24-hour service hotline will be happy to help. Your contacts in Koenig’s service team have many years of experience in servicing

Installation of your machine

When purchasing your machine, you have the option of carrying out installation and start-up by yourself (a) or by experienced Koenig employees (b). In both cases you will also receive the included operating manual for your product in your desired language.

(a) If you choose to carry out the installation by yourself, we will send a free installation video in which all steps for operating the machine are simply explained.

This video includes the safe unpacking, connecting and necessary tasks before switching on the machine for the first time. In this video we also show you how to operate the machine with dough, as well as cleaning and maintenance work.

(b) If you choose installation by Koenig, you will receive an offer for this service. The offer includes travel, accommodation, installation and training of your employees on the machine in your company.

You can also place the order for installation after purchase and contact our after-sales department directly:

Service hotline: +43 316 6901 739
E-mail: service@koenig-rex.com