Power Tools Holding

1. Orders & Shipping

Where is my order?

• If your order has been marked as delivered by DPD but has not arrived, please contact our support team.
• If your order is delayed, you can track it via the shipping confirmation email or your account.

My parcel was shipped, but I haven’t received it yet. What should I do?

• Check the tracking link in your confirmation email.
• If it has been a long time since shipping, please contact our support team for assistance.

I received an incomplete order, what should I do?

• Sometimes, orders are shipped in multiple packages. Check your order confirmation.
• If an item is missing, contact customer support with your order details.

My package was left outside without permission.

• If your package was left at the door without authorization, please report it to customer service immediately.

Can I change or cancel my order after placing it?

• We process orders quickly, so changes or cancellations may not always be possible.
• Contact us as soon as possible, and we will assist if the order has not yet been processed.

Can I return or exchange a product?

• Yes, most products can be returned within 14 days of purchase.
• Items must be in their original condition and packaging as well as unused.
• Contact customer service for return instructions. 

2. Product Issues & Troubleshooting

My product arrived damaged. What should I do?

• Take pictures of the damage and contact customer support immediately.
• We will assess the issue and arrange for a replacement if necessary.

My machine is defective or arrived broken. What should I do?

• If your machine does not work, please contact support for troubleshooting.
• If it arrived broken, we will provide a replacement.

How do I replace the spool of my grass trimmer?

• Follow the instructions in the manual.
• If you need further assistance, check our video tutorials or contact support.

Why is my high-pressure washer causing power outages?

This can have a few reasons:

1. Electrical overload: Your household wiring may not support the washer’s power demand.
    Solution: Test other heavy appliances to see if they cause the same issue.
2. Extension cord issues: A long or thin extension cord can cause voltage drops.
    Solution: Use a fully unrolled, high-capacity extension cord.
3. Device malfunction: The washer may have a short circuit or a faulty component.
    Solution: Check if the plug, cable, or unit feels warm. If so, stop using it and contact support.

My submersible pumps float switch is not working. What can I do?

• Check for obstructions preventing movement.
• Ensure the power supply is stable.
• If it only works when manually triggered, it may be defective—contact support.

My heater lamp (PH502AC) is not working. How can I fix it?

• Ensure the power source is working.
• Check if the bulb is securely in place.
• If the issue persists, contact support for a replacement.

Why is my silent compressor making noise?

• While labelled as “silent,” compressors still produce some noise.
• If the noise level is excessive, check for loose parts or contact support.

My hydraulic pump isn’t working. What should I check?

• Ensure all connections are secure and check for leaks.
• Refer to our troubleshooting database for specific fixes. (Helpdesk : VONROC)
• If issues continue, contact support.

3. Payments & Discounts

I bought an item last week, and now it's discounted. Can I get a refund for the difference?

• Unfortunately, we cannot offer refunds on price differences after purchase.
• However, we regularly offer promotions, so keep an eye on future discounts.

What payment methods does VONROC accept?

• We accept major credit cards, PayPal, Klarna, and bank transfers.
• For country-specific payment options, check the checkout page.

I did not receive my invoice. Where can I find it?

• You can download your invoice from your account under “My Orders.”
• If you didn’t receive an email with the invoice, contact support.

4. Delivery & Returns

Why was my package left outside without permission?

• Our couriers are instructed to follow delivery instructions.
• If this happens, contact our support team to report the issue.

I received the wrong product. What should I do?

• Contact customer service with your order details.
• We will arrange for a return and send the correct item.

How long does delivery take?

• Standard delivery times vary by location. You can check estimated delivery times on the product page.
• Once shipped, you will receive a tracking number to monitor your package.

5. Warranty & Support 

How do I register for my VONROC product warranty? 

• Some products require registration for an extended warranty. 
• You can register via our website under the “Warranty” section. 

I lost my 2-year warranty card. Can I still activate my warranty? 

My product is defective. What should I do? 

• If your product is faulty, contact customer support with your order details. 
• We may ask you to send a short video demonstrating the issue.