FAQs

Account FAQs

Can I set up an account as an individual and order products for private purposes?
No, unfortunately, we only sell to registered legal entities. All new business partners will undergo a compliance check.

I forgot my password. What do I do?
If you click on the ‘Login/Sign up’ tab on top of the page, you will be taken to the page that allows you to log in. Under the password field is a ‘Forgot Password?’ link. When you click on it, it will take you to ‘Reset Password Request’ page. Enter in your email address and click ‘send email.’ You will then receive a password recovery email. If this doesn’t work, please contact us.

I need assistance in choosing the right selenium product for my application purpose.
Please, contact us.

Ordering FAQs

How does the buying process work in the EU?
After registration, we will check your details and contact you personally. You will receive the purchase contract by email. After payment of the invoice, we will ship the products to the address you have requested. The incoterms CIP apply. Upon receipt of the goods, please download the form "entry certificate", fill in the relevant data and return the signed and dated form to us. If the entry certificate is not sent back to RETORTE GmbH, we will have to charge you with VAT.

How does the buying process work outside the EU?
After registration, we will check your details and contact you personally. You will receive the purchase contract by email. After payment of the invoice, we will ship the products to the address you have requested. Please check, which incoterms apply regarding destination country of delivery. The buyer is responsible for the customs clearance of the goods in the importing country. 

What is a "confirmation of arrival"/ "Entry Certificate"? Why is it necessary within the EU?

By German law, to deliver goods exempt from VAT, we must prove the successful delivery at the customer in another EU member state.  
The certificate must include the following information:

• Recipient´s name and address
• Quantity and commercial name of the products (in case of vehicles: the vehicle identification number too)
• Place and month of receipt of the goods or the end of the transport in the member state
• Date of issuance of the certificate
• Signature of the customer
  

You find a template of the entry certificate here.

Why is it necessary to sign the "Regulation on the Prohibition of Chemicals" prior to purchase?
As your supplier we want to make sure that your colleagues and you are safe. The selenium products of Retorte are highly toxic. By German law, Retorte as a company, is obliged to make sure that any customer of Retorte is capable to treat and process the materials in a responsible way. We will send you the document after purchase order.

How do I pay for my order?
All your orders have to be paid in advance via bank transfer. You will find the payment details on your digital invoice, which we send to you via email.

What is the return policy?
Please contact us for further information, here.
You can find our general terms and conditions, here.

How much will I be billed for shipping?
The table below will give you a rough idea of the shipping costs you can expect

Destination Country	Incoterms	Average Costs*
Germany	CIP	50 Euro
Within EU	CIP	100 Euro
The U.S.	DAP	150 Euro
Asia	DAP	150 Euro

*Average costs only indicate estimated shipping costs.

Can I also order bigger quantities than shown in the webshop?
Yes, please get in contact with us, here.

-    Aurubis Group