FAQ – Frequently Asked Questions

You can place available products directly in the shopping cart via the shop and then order them at checkout. Depending on the product, the shipping method, delivery address, payment method and possible additional costs are checked during the ordering process.

Yes. For products that require extensive advice, larger quantities, freight goods or technical configurations, you can request an individual quote in advance. Please use our contact form for this and include as much as possible article numbers, quantities, delivery address and the intended area of application.

To the contact form

We review bulk orders and quantity requests individually. Whether a quantity price is possible depends on the product, manufacturer, stock level, delivery route and the desired quantity.

• Please state the desired articles or article numbers.
• Please specify the required quantities.
• Please send the delivery address and, if available, your company details.

Promotions and discounts may be limited in time. Active offers are communicated directly in the shop, on product pages, in promotion areas or in the newsletter. If you have a discount code, you can enter it at checkout.

Yes. The GEMA Shop is aimed at both private customers and specialist tradespeople, companies and technically interested buyers. Business customers should provide their complete company details at checkout or when requesting a quote.

The available payment methods will be displayed to you at checkout. Depending on the country, shopping cart, device, and payment provider, different options may be available, for example PayPal, Klarna, credit card, Apple Pay, Google Pay, or Shop Pay.

Discount codes can be entered at checkout in the designated discount or voucher field. If a code is not accepted, please check the spelling, validity, minimum order value, and possible product restrictions.

The invoice will be provided after the order or after internal processing. If you have questions about an invoice, please contact us with your order number and complete customer data.

Yes. After a successful order, you will receive an order confirmation at the email address provided at checkout. Please also check your spam or promotions folder if the email is not immediately visible.

We deliver within Germany and to EU countries. For deliveries outside the EU, please contact us before ordering so that we can check whether shipping is possible for the specific product and destination country.

The delivery time depends on the product, stock availability, shipping method, and delivery address. Parcel goods are generally delivered faster than freight forwarding goods. International deliveries may take longer depending on the destination country and product.

Express shipping is available for parcel goods within Germany at an additional cost, provided that the product, stock availability, and shipping method are suitable. For freight forwarding goods or particularly large items, express shipping is generally not available as standard.

Large, heavy, or bulky products are generally delivered by freight forwarding. This may include, for example, boilers, storage tanks, larger complete packages, or particularly bulky system components.

For freight forwarding goods, please ensure that the delivery address is easily accessible and that a telephone number is provided for coordinating the delivery.

Shipping costs depend on the product, weight, volume, shipping method, delivery address, and, if applicable, pallet or freight forwarding requirements. The final shipping costs will be displayed in the shopping cart or at checkout.

Individual products or promotions may be offered with free shipping. If a product is delivered free of shipping costs, this is indicated on the product page or at checkout. For all other products, the shipping costs displayed during the ordering process apply.

If pickup is available for your order, this option will be shown at checkout or can be arranged in advance with our customer service. Please only pick up goods once the pickup has been confirmed.

As soon as shipment tracking is available, you will usually receive the tracking information by email. Depending on the shipping method, tracking may differ for parcel shipments and freight shipments.

Use the search and filters in the shop by manufacturer, product type, spare part type, model series, item number, SKU, or MPN. Information from the nameplate, the operating manual, or an exploded view is particularly helpful.

To help us process your inquiry faster, please include as much of the following information as possible:

• Manufacturer and model
• Nameplate photo
• Item number, manufacturer number, MPN, or EAN, if available
• Photo of the defective or sought-after spare part
• Year of manufacture or model series, if known
• Brief description of the problem

This is sometimes possible, but the verification then takes longer. Without an item number, we need as precise information as possible about the device, manufacturer, model, nameplate, and the component you are looking for. Photos often help significantly.

We can only verify binding compatibility if sufficient technical information is available. Please do not rely solely on visual similarity when it comes to spare parts. Manufacturer specifications, model series, nameplate, item numbers, and technical design are decisive.

Depending on the manufacturer and product group, original parts or compatible spare parts may be available. Whether a part is original, compatible, or alternatively suitable is indicated in the respective product description and the manufacturer's specifications.

Yes. We will help you select suitable products and system components. The better your information, the more targeted our assistance can be.

• Product group or desired system
• Building type and area of application
• Existing system or desired new installation
• Performance range, storage size, or connection data, if known
• Photos, nameplates, or existing documents

No. Our consultation helps with product selection and orientation, but does not replace proper planning, heat load calculation, chimney inspection, hydraulic design, or installation by a specialist company.

Output specifications in the shop are for orientation. For a safe design, building data, heat load, insulation standard, hot water demand, buffer tank, existing system, and operating mode should be considered.

Some products or systems may in principle be relevant for funding programs. Whether funding is possible in a specific case depends on the product, system, building, application, funding program, and the respective applicable conditions.

Please always check funding options before purchasing and before implementation with the relevant authorities or a qualified energy consultant.

We can assist with product selection and general technical questions. For binding statements regarding chimney, flue system, draft requirements, fire protection, or acceptance, the responsible chimney sweep or specialist planner must be involved.

Technical data, product data sheets, installation instructions, operating instructions, or other documents can be found, if available, directly on the respective product page in the technical data or documents & downloads section.

A separate form is available for withdrawal. Please use the withdrawal form and provide all required order details completely.

To the withdrawal form

Please do not return goods unchecked or carriage forward. Contact us first or observe the current return conditions. The goods should be returned unused, complete, and preferably in the original packaging.

To the return conditions

Please check the delivery immediately upon receipt. Visible damage should be noted directly with the delivery person or carrier and photographed. Then report the damage to us with the order number, photos, and a brief description.

Please contact us with the order number, item number, and a brief description. Photos of the packaging, delivery note, and the received item will help us resolve the issue quickly.

Items that have already been installed, used, or damaged cannot always be treated like unused goods. Please carefully check before installation and commissioning whether the product is correct and complete.

A customer account can be helpful, but it is not mandatory in every case. Benefits include easier repeat purchases, saved customer data, order overview, and easier access to order information.

You will usually receive information about the order status and shipment tracking by email. If you cannot find any tracking information, please contact us with your order number.

To be safe, only purchase through the official GEMA shop pages and check unusually cheap offers, unknown domains, or suspicious payment requests particularly carefully. If you are unsure, please contact us before making a payment.

Manufacturer information, safety data, and product-related notices are displayed on the respective product page where required and available. Please also note the product documents, installation instructions, and manufacturer specifications.

You can reach us via the contact form, by email, by phone, or via WhatsApp.

• Phone: +49 (0)39262 8787 - 20 / 21 / 23 / 12
• Email: verkauf@gema-net.de
• WhatsApp: +49 (0)17660429928

To the contact page

Please send the appropriate information directly if possible, depending on your concern:

• Order number for questions about an order
• Item number or product link for product questions
• Photos, nameplate, or technical documents for spare parts
• Delivery address for shipping or quote questions
• Invoice number for questions about an invoice

You can find our current contact details and opening hours on our contact page. Outside of our telephone availability, you can send us a message at any time via the contact form or by email.