FAQ
On this page, you will find answers to frequently asked questions about orders, spare parts, repair services, shipping, returns, and contact.
General Questions
Who is abxone?
abxone is a sole proprietorship, operated by Marcel Hombach under the trade name abxone. We offer spare parts, accessories, and repair services for gaming hardware.
Is abxone an official dealer or repair partner of Sony, Microsoft, Nintendo, or Valve?
No. abxone is an independent provider and has no official connection to Sony, Microsoft, Nintendo, Valve, or other brand owners. Brand, product, and model names are used solely to describe compatibility or the repair item.
How can I reach customer service?
You can reach us by email at info@abxone.de, by phone at +49 2294 9889857, or via WhatsApp at the same number.
What are the service hours?
Our customer service is available Monday to Friday from 08:00 to 17:00.
How quickly does abxone respond?
We generally respond within 24 to 48 hours on business days.
Questions about Spare Parts and Accessories
Are the offered spare parts original parts?
Unless a product is expressly labeled as original goods, it is not an original product of the respective brand owner. The product description provides information on the type and origin of the respective item.
What does "compatible with" mean?
The indication "compatible with" means that the spare part or accessory is suitable for the named device or model. It is not an original product of the manufacturer.
How do I know if a spare part fits my device?
Please carefully check your device's model number, product images, and item description before purchasing. If you have any uncertainties, please contact us beforehand.
What should I consider before installation?
The installation of spare parts may require technical expertise. Please ensure you have the necessary knowledge and tools before starting the installation. In case of uncertainties, we recommend consulting a specialist company.
Can I return spare parts?
Returns and cancellations are subject to our cancellation policy. Please note that parts that have already been installed, damaged, or improperly handled may lead to a claim for compensation.
What happens if I install a spare part incorrectly?
Improper installation can lead to damage to the spare part or the device. In this case, warranty claims may be limited. abxone assumes no liability for damages resulting from improper installation.
Is there a guarantee or warranty on spare parts?
The statutory liability for defects applies. No further guarantees are granted unless explicitly stated in the offer.
Questions about Repair Services
What is a repair service?
With a repair service, you send your defective device to abxone. We inspect and repair the device and then send it back to you. You do not receive a new device or a replacement device.
Do I buy a new device when I order a repair?
No. You are only purchasing the repair service. Your own device will be repaired and returned to you.
How does a repair work?
After placing your order, you will receive information on how to send in your device. Upon receipt of the device – and after payment in advance – processing begins. After the repair is completed, the device will be sent back to you.
Who bears the cost of the inbound shipping?
The shipping of your device to abxone is borne by you as the customer, unless otherwise specified on the respective product page.
Is return shipping included?
Information on return shipping can be found on the respective product page or during the ordering process.
When does the processing time begin?
The processing time begins upon receipt of your device at abxone. If you have chosen advance payment as the payment method, the processing time will also only begin after payment has been received.
How long does a repair take?
Unless otherwise stated on the product page, the processing time is usually approx. 5 to 7 business days after receipt of the device.
What happens if another defect is found?
If additional damage or extra costs are identified during the inspection of your device, we will inform you in advance. Additional work will only be carried out with your express consent.
What happens if a repair is not possible?
If a repair is not possible, we will inform you and discuss further steps with you.
Can I cancel a repair?
The right of withdrawal for services may expire under certain conditions. If you expressly agree that abxone begins the repair before the end of the withdrawal period, and the service has been fully rendered, the right of withdrawal expires. Further information can be found in our cancellation policy.
Why do I have to confirm that abxone can start the repair before the expiry of the withdrawal period?
This confirmation is legally required. It allows us to start the repair immediately upon receipt of the device. Without this consent, we would have to wait for the 14-day withdrawal period before we are allowed to act.
Questions about Shipping and Delivery
Where does abxone ship to?
We ship within Germany and to the European countries selectable in the checkout.
How much are the shipping costs within Germany?
Shipping costs within Germany depend on the weight of the order:
- 0.0001 kg to 0.2 kg: €2.99
- 0.2001 kg to 0.8 kg: €5.59
- from 0.8001 kg: €7.49
For orders over €69.00, shipping within Germany is free.
How much are the shipping costs to other European countries?
Shipping to other European countries costs a flat rate of €14.99.
How long does delivery take?
Within Germany, delivery usually takes 2 to 4 business days. To other European countries, delivery usually takes 5 to 7 business days.
Is self-collection available?
Self-collection is possible by prior arrangement. Please contact us to schedule an appointment.
What applies to repairs for inbound and return shipping?
The inbound shipping of your device to abxone is borne by you as the customer, unless otherwise specified on the product page. Information on return shipping can be found on the respective product page or during the ordering process.
Questions about Payment
Which payment methods are offered?
We offer the following payment methods: PayPal, PayPal Express, credit card, Apple Pay, Google Pay, Klarna Sofortüberweisung (instant bank transfer), Klarna Rechnung (invoice), Klarna Ratenkauf (installment plan), SEPA direct debit, advance payment by bank transfer, and cash payment upon collection.
Why don't I see all payment methods at checkout?
The actual available payment methods may vary depending on the order value, delivery country, payment provider, and credit check. Not all payment methods are available in every situation.
When will an order with advance payment be processed?
For advance payment by bank transfer, the processing of your order begins after the payment has been received in our account.
Is cash payment possible?
Cash payment is only possible for agreed self-collection.
Questions about Returns and Cancellations
How long can I cancel an order?
You can cancel an order within 14 days of receiving the goods without giving any reason. Further information can be found in our cancellation policy.
Who bears the return shipping costs?
The customer bears the costs of the return shipment.
Is there a restocking fee?
No, we do not charge a flat-rate restocking fee.
How does the self-service returns portal work?
Returns can be conveniently requested via our self-service returns portal. You can find access to it in your order confirmation or on our website.
Are custom-made or modified products excluded from the right of withdrawal?
Custom-made, personalized, or products modified according to customer specifications may be excluded from the right of withdrawal. Please check the respective product description or contact us with any questions.
What applies to repair services?
Special notes on the right of withdrawal apply to repair services. Further information can be found in our cancellation policy and in the FAQ answers on repairs above.
Contact for further questions
If your question has not been answered, please contact us.
abxone
Marcel Hombach
Sole proprietorship, operating under the trade name abxone
Birken 12
51597 Morsbach
Germany
Email: info@abxone.de
Phone: +49 2294 9889857
WhatsApp: +49 2294 9889857