Complaints and Statutory Conformity

4.1. Seller’s statutory liability

The Seller is liable to a Consumer for a Product’s lack of conformity with the Contract under the Polish Consumer Rights Act. To the statutory extent, those rules also apply to a Sole Trader with Consumer Rights.

A Product conforms to the Contract where, in particular, its description, type, quantity, quality, completeness, functionality, compatibility, interoperability and fitness for a particular purpose accepted by the Seller conform, as do the characteristics, durability, safety and accessories that the Customer may reasonably expect, taking account of public statements and the nature of the Product.

The Seller is liable for a lack of conformity existing at delivery and revealed within two years after delivery, subject to the statutory presumption about when the lack of conformity existed. A longer period may follow from expected useful life or specific legislation.

Where a Product contains digital elements, statutory update and conformity obligations also apply as appropriate to the type and period of supply of the digital content or service.

4.2. How to make a complaint

A complaint may be sent to hello@raiziprotools.com or by post to the registered address of RAIZI TOOL POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Stargardzka 8A, lok. 53, 54-156 Wrocław, Poland.

For efficient handling, it is useful to provide: name, contact details, order number or other proof of purchase, Product name and variant, symptom description, date discovered, requested remedy and — where helpful — photographs or video. A serial number may be provided where the Product has one. Lack of a receipt, original packaging or data not required by law does not automatically result in rejection where the purchase can be shown otherwise.

If assessment requires inspection, the Seller will arrange how the Product is to be made available, collected or shipped. Costs necessary to bring the Product into conformity, including transport, labour and material costs, are borne by the Seller to the extent required by law.

The Seller responds to a Consumer complaint within 14 days of receipt, on paper or another Durable Medium, unless mandatory law requires a shorter period.

If the Seller does not respond to a Consumer complaint within the statutory 14-day period, the complaint is deemed accepted.

4.3. Repair or replacement

A Consumer may request repair or replacement. The Seller may replace where the Consumer requests repair, or repair where the Consumer requests replacement, if the chosen remedy is impossible or would impose disproportionate costs compared with the other remedy, taking account of the circumstances stated by law.

If both repair and replacement are impossible or would impose disproportionate costs, the Seller may refuse to bring the Product into conformity by those means, without prejudice to the Consumer’s further remedies.

Repair or replacement is completed within a reasonable time after the Seller is informed and without significant inconvenience to the Consumer, taking account of the nature of the Product and the purpose for which it was acquired.

If the Product was installed before the lack of conformity became apparent in a manner consistent with its nature and purpose, obligations concerning removal and reinstallation, or their cost, are performed in accordance with law.

4.4. Price reduction or termination for lack of conformity

A Consumer may make a statement reducing the price or terminating the Contract in the cases provided by law, including in particular where the Seller refused to bring the Product into conformity, failed to do so correctly, the lack persists despite an attempt, the lack is sufficiently serious to justify an immediate price reduction or termination, or it is clear from the circumstances that the Seller will not bring the Product into conformity within a reasonable time or without significant inconvenience.

The reduced price bears the same proportion to the Contract price as the value of the non-conforming Product bears to the value of a conforming Product.

A Consumer may not terminate the Contract where the lack of conformity is minor. The burden of proving that it is minor lies with the Seller to the extent provided by law.

Settlement following a price reduction or termination is made within the periods and by the method required by law. The Seller does not charge the Consumer for using a statutory remedy.

4.5. Safety and urgent reports

If a symptom may create a hazard, stop using the Product, disconnect power if this can be done safely, secure the Product against use and contact hello@raiziprotools.com. This instruction does not replace Product-specific warnings.

Please tell us promptly about any accident or serious risk involving a Product. We handle these reports and Product recalls in accordance with product-safety law.

4.6. Relationship with a guarantee

A statutory complaint is addressed to the Seller. A voluntary guarantee may provide an additional path, but using a guarantee is not a condition for relying on the Seller’s liability for conformity of goods with the Contract.