Repair service for end customers

One of a kind: The ROOR repair service

We deliberately do not sell short-lived, disposable products, but individual, unique glass items that will accompany their owners throughout their lives. As our products are handmade by professional glassblowers, we also have the necessary expertise to carry out any repairs professionally.

This takes time and we decide whether a repair is possible or economically viable.

Defective, dirty, sharp-edged, unrepaired glassware will not be returned to the sender for safety reasons. However, they can be collected from the Frankenthal store during opening hours by prior arrangement (storage period = 3 months after receipt). This request must be noted by the customer on the repair order!

Unfortunately, not all pipes and unique glass items can be repaired. 

A repair gel guarantee is NOT provided!

After the repair & stove firing, old traces of use / limescale deposits in the glass may become more visible.

Important! Due to customs relevant circumstances (customs clearance in Germany of used glass unique items & pipes) we cannot offer or accept repairs/conversions from countries outside the EU (e.g. USA, Canada, GB, Australia, Switzerland, Norway).

Small parts & accessories (e.g. clear heads, center parts, clear diffusers etc.) are NOT repaired!

If you your absolutely clean defective pipe/ or Acc. directly to our store in Frankenthal and pick it up again, we will be happy to provide you with a replacement device for the duration of the repair against a deposit.

Repair costs

The cost of a repair depends on the damage and the nature of the glass product (wall thickness, cut size, etc.). 

We do NOT provide information on costs or options by remote diagnosis via telephone or e-mail/photo only!

We will gladly send you a non-binding Quotation by telephone, when we have the unique piece of glass absolutely clean in Frankenthal!

Please simply make a note on the completed form in block letters. Repair order do!

  We ship repairs only by cash on delivery with DHL 

Repair specifications & procedure:

1. The glass object to be repaired must be perfectly clean (no adhesive residue, dirt or other adhesions!) are present here.
2.  
3. Otherwise we will always charge €50 for cleaning or refuse to carry out a repair. We will inform you of this by telephone.
   
4.  
5. -> Never clean ROOR products in the dishwasher or with a brush (wire)! Also do not use dishwasher tabs or isopropanol.
   
6.  
7. In addition, make sure that the packaging is extremely careful so that no further damage can occur during shipping. Please do not use textiles for packaging! Our tip: plenty of clean bubble wrap and additional clean paper/cardboard to stabilize the delivery in the box.
8. Absolutely the
   

   Repair order Completely and in block letters (incl. e-mail address + telephone number). If desired, with a note for a non-binding cost estimate by telephone.

9. We generally do not accept parcels that are not prepaid!