Frequently Asked Questions (FAQ)
Products
We offer a range of handles to suit different preferences and requirements.
For more detailed information, please see our product pages.
KLASSIKER 220
Ergo hard handle: 24 pairs
Ergo soft handle: 23 pairs
Anatomical hard handle: 20 pairs
Anatomical soft handle: 20 pairs
For information on all other packaging units, please feel free to contact us by email at info@ossenberg.com or by phone on +49 5971-980460.
Forearm crutches do not have an expiry date in the conventional sense. However, a service life of two years should not be exceeded.
Any continued use of the forearm crutches beyond this period is the responsibility of the user.
If you are an end consumer and purchased your walking aid from a specialist retailer, you can return it there for proper disposal.
Alternatively, the walking aid can be disposed of as bulky waste or taken to a recycling centre.
How often a prescription for forearm crutches can be issued depends on the individual's medical needs. Please contact your treating doctor for further information.
Clean walking aids only with a soft cloth and lukewarm water. For heavier soiling, a mild cleaning agent may also be used.
Do not use cleaning agents containing solvents, as these may damage the coating and plastic components.
Walking aids may be shortened by specialist retailers. Height-adjustable walking aids can be shortened by a maximum of 10 cm in the lower section, while non-adjustable walking aids can be shortened individually in the lower section by the specialist retailer.
Please note that if the specialist retailer makes any other modifications to the walking aid, our warranty obligations will no longer apply.
Almost all walking aids can also be shortened by us. For modifications that go beyond shortening, please send us a completed measurement sheet. We will then check whether a customised version is possible.
The correct handle height is difficult to determine based on body height alone. It should therefore always be measured individually.
The patient should stand upright wearing normal outdoor shoes, with their arms hanging loosely by their sides.
The distance from the wrist to the floor is the key measurement for determining the correct handle height of the walking aid.
Orders
You can place an order as follows:
By fax: +49 4321 995757
By email: info@kowsky.de
By phone: +49 4321 99570
Our order form is also available as a download.
Using our “Improved Service” form, you can provide an email address to which we will automatically send an order confirmation after each order.
This allows you to check whether we have received your order and which items have been recorded. We will be happy to send you the form by email or fax upon request.
Changes to an order or the delivery address are only possible to a limited extent. Once the order is already in production, no further changes can be made.
Please therefore check your order carefully after receiving your order confirmation and contact us immediately if you wish to make any changes.
Items can only be cancelled if they are stock items or if items requiring production have not yet been manufactured.
For orders with a net goods value of less than €150.00, we reserve the right to charge a service fee of €25.00.
For orders with a net goods value of €890.00 or more, we deliver free of charge within Germany.
Shipping
- Shipping costs: €7.24 per carton
- Packaging costs: €4.39 per carton
- Free delivery within Germany: for orders with a net goods value of €890.00 or more (excluding packaging costs)
Please note that shipping costs for deliveries outside Germany may vary depending on the country and region.
Our products are manufactured to order, so dispatch times may vary depending on the current order situation.
Once dispatched, delivery with trans-o-flex usually takes 1–2 working days.
If you have any questions about an existing order or are planning a new order, please feel free to contact us by email at info@kowsky.de or by phone on +49 4321 995710 for information on current delivery times.
Within Germany, orders are delivered by trans-o-flex. International orders are shipped with DHL.
Delivery times depend on the order quantity and the selected shipping provider. If you have any questions about the delivery status of your order, please feel free to contact us.
Yes, express shipping with various delivery times is available. For further information, please contact us when placing your order by email at info@kowsky.de or by phone on +49 4321 995710.
Yes, we also ship our products internationally. Shipping costs depend on the country and region and are available on request.
Using our “Improved Service” form, you can provide us with an email address for shipment tracking.
As soon as your order has been dispatched, DPD will keep you updated on the current status of your shipment.
We will be happy to send you the form by fax or email upon request.
Logo printing
With logo printing, your company logo is applied to the walking aids using a pad printing process. The logo is printed in one colour, either white or black depending on the colour of the plastic, on a maximum area of 40 × 20 mm. The print is scratch-resistant under normal use.
For printing, we require your logo with a resolution of at least 300 dpi, preferably as a PDF or EPS file. Before production, you will receive a proof for approval.
Logo printing is available for standard crutches (item 22).
The minimum order quantity is 4 packaging units per crutch model.
The surcharge is €0.50 per piece. There is no charge for creating the printing plate.
Logo printing is available for orders of at least 4 packaging units per crutch model. Different colours can be mixed within one packaging unit; however, different handle options cannot be mixed.
For printing, we require your logo as a PDF or EPS file.
The maximum print area is 40 × 20 mm (width × height).
Accounting
You can request invoices from us by phone or email.
If you wish, we can also send all your invoices to you by email. Please use our “Improved Service” form for this purpose.
The following payment terms are available:
- 10 days with 2% discount, 30 days net
- SEPA business-to-business direct debit with 3% discount
- Payment in advance
If you are a member of a purchasing cooperative, we can also arrange billing through the cooperative for you.
Once we have received your return, we will issue a credit note, which will initially be credited to your customer account.
For direct debit payments, the credit will be offset against the next invoice amount to be debited.
If you pay your invoices yourself, you can offset the credit amount against your next invoice and reduce the amount payable accordingly.
Alternatively, you can provide us with your bank details in writing so that we can transfer the amount back to you.
Returns
If you would like to return an item, please first register the return with us by email at service@kowsky.de.
Please use the returns form supplied with your order and state the reason for the return as well as the items you wish to return. If you no longer have the returns form, you can download it from our website.
In the case of an unjustified complaint, the return shipping costs are borne by the customer. If a credit note is issued, we also deduct a 30% handling and restocking fee from the value of the goods.
Packages sent carriage forward will not be accepted by our goods receiving department.
If you would like to make a complaint about an item, please first contact us by email at service@kowsky.de.
It is helpful if you send us photos of the affected item together with a brief description of the problem by email. Many complaints can be clarified in advance in this way, helping to avoid unnecessary returns.
Our team will be happy to discuss the next steps with you directly.
When goods are returned, the return shipping costs are borne by the customer.
If a credit note is issued, we also reserve the right to deduct a handling and restocking fee of 30% of the value of the goods.
For further information, please see “How do returns work?”.
Our products are generally excluded from exchange.
If you have ordered an item that you would like to return and replace with another item, you can return it for a credit note and then place a new order.
Please register returns in advance by email at service@kowsky.de. Return shipping costs are borne by the customer. If a credit note is issued, we also reserve the right to deduct a 30% handling and restocking fee from the value of the goods.
Please also note that shipping costs will be charged again for the new order.
Returns are generally only possible within 6 months of delivery.
Custom-made products, discontinued items and items delivered more than 6 months ago are excluded from return.
Items that have been modified or damaged by the purchaser cannot be returned either.
You will not receive a separate confirmation when your return arrives at our premises.
Once the parcel has been delivered by the shipping provider, please allow us a few days to process your return.
Once we have received your return, we will issue a credit note, which will initially be credited to your customer account.
For direct debit payments, the credit will be offset against the next invoice amount to be debited.
If you pay your invoices yourself, you can offset the credit amount against your next invoice and reduce the amount payable accordingly.
Alternatively, you can provide us with your bank details in writing so that we can transfer the amount back to you.
Other
If, despite our high quality standards, a justified material defect occurs, Kowsky GmbH & Co. KG is entitled, within the 12-month warranty period, to either repair the defective goods or replace them with defect-free goods at its own discretion.
Kowsky GmbH & Co. KG accepts liability under the German Product Liability Act exclusively for the initial placing of our products on the market. We only agree to the reuse of a product if the product concerned has previously been inspected by us.
Kowsky GmbH & Co. KG provides its customers (resellers and specialist retailers) with a one-year warranty. The warranty period begins when the goods are delivered and not when the goods are sold to the end consumer.
The warranty applies exclusively to our commercial customers. End consumers therefore have no warranty claims against Kowsky GmbH & Co. KG.
No guarantee is provided.
If you are not yet a customer, please complete our master data form and send it to us by email at info@kowsky.de or by fax to +49 4321 995757.
We can only provide you with pricing information or accept orders once we have received the completed master data form.