FAQ
Frequently Asked Questions
Reverse Charge (EU)
If you are a VAT-registered business in the EU and wish to apply the reverse charge mechanism, please contact us at info@atov.de.
Warranty
What warranty do ATOV products come with?
All ATOV products come with a lifetime "no questions asked" warranty. If your unit develops a fault at any point, we will repair it free of charge.
During the first 2 years after purchase, this is covered by the EU legal guarantee — we cover all shipping costs in both directions. After 2 years, the lifetime warranty applies: shipping the unit to us is at your cost, and we cover the repair and return shipping.
To make a warranty claim, contact us at support@atov.de with a description of the issue and your proof of purchase.
Returns & Refunds
What is your return policy for EU customers?
As an EU customer you have the right to return any unwanted item within 14 days of receiving it, no reason needed. Items must be unused and in original packaging. Return shipping costs are at your expense. Once we receive the item we will issue a full refund including original shipping costs within 14 days.
To initiate a return, contact us at info@atov.de.
What is the return policy for customers outside the EU (UK, USA, Canada, Switzerland)?
We accept returns for defective items only for orders outside the EU. If your item arrives damaged or faulty please contact us at support@atov.de within 14 days of receiving it and we will arrange a solution.
Change-of-mind returns are not available for international orders.
I received a defective item — what do I do?
Contact us at support@atov.de with a description of the problem and your order number. We'll sort it out quickly — within the first 2 years we cover all shipping costs, after that we cover repair and return shipping and you cover sending it to us.
Shipping
Where do you ship from?
We ship from Berlin, Germany.
Do you offer free shipping?
Yes — all orders over €100 ship free within Germany and the EU. For orders under €100, shipping costs are calculated at checkout.
For international orders flat rate shipping applies regardless of order value:
- Switzerland: €39
- United Kingdom: €25
- USA: €45
- Canada: €49
What about customs and import duties for international orders?
All international shipments outside the EU are sent under Incoterm DAP (Delivered at Place). This means any customs fees, import taxes or duties applicable in your country are the responsibility of the recipient and are not included in our shipping charge. Your carrier will contact you to arrange payment before delivery if applicable.
How long does delivery take?
- Germany: 2–4 business days
- EU: 3–7 business days
- Switzerland: 4–7 business days
- United Kingdom: 4–7 business days
- USA & Canada: 5–10 business days
Delivery times start from the shipping date.
Pre-orders
How do pre-orders work?
Pre-orders are charged in full at the time of ordering. You will receive a confirmation email with an estimated shipping date. We will notify you by email as soon as your order ships. If for any reason we are unable to fulfil your pre-order, you will receive a full refund.
Products
What is the difference between DIY and Assembled versions?
Assembled units are fully built, tested and ready to use straight out of the box.
DIY kits contain all the components needed to build the unit yourself. They are aimed at builders with basic soldering skills — if you are comfortable with through-hole soldering you should have no trouble. Full build documentation is included. If you get stuck, reach out to us at support@atov.de and we'll help.
Firmware
How do I update the firmware on my ATOV device?
Full firmware download links and step-by-step update instructions for all our products can be found on our Firmware Updates page.
Payment
What payment methods do you accept?
We accept all major credit and debit cards via Shopify Payments, as well as PayPal. Prices are displayed in your local currency and converted from EUR at current market rates.
Do you offer discount codes?
Yes. If you have a discount code, enter it at checkout. Codes are one use per customer and cannot be combined with other discounts or promotions. Subscribe to our newsletter at atov.de to receive a 5% discount on your first order.