Returns and Withdrawal

3.1. Who has the statutory right to withdraw

A Consumer who concluded a distance Contract may, as a rule, withdraw within 14 days without giving a reason and without incurring costs other than those provided by law. To the statutory extent, this right also applies to a Sole Trader with Consumer Rights.

For a Product sale, the period runs from when the entitled Customer or a third party indicated by that Customer, other than the carrier, takes physical possession. Where one Contract covers several Products delivered separately, in lots or in parts, the period runs from possession of the last Product, lot or part.

To meet the deadline, it is sufficient to send an unequivocal statement before it expires. The Customer may use the model form but is not required to do so.

If the Seller did not correctly inform the Customer about the right to withdraw, the period expires 12 months after the end of the basic 14-day period. If the Seller gives the required information during that additional period, the period expires 14 days after the information is received.

3.2. How to submit a statement

A statement may be sent:

• by email 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.

It is useful to include the name, email address used for the order, order number, Product and date of receipt. Omission of data not required by law does not invalidate an unequivocal statement, but the Seller may ask for information necessary to identify the Contract and safely make the refund.

3.3. Effects of withdrawal and refund

Following effective withdrawal, the Seller refunds all payments received from the entitled Customer, including the cost of the least expensive ordinary delivery method offered for the order. The additional cost of a more expensive method chosen by the Customer is not refunded beyond the cost of the least expensive method.

The refund is made without undue delay and no later than 14 days after receipt of the withdrawal statement, using the same payment method as in the original transaction unless the Customer expressly agrees to another method that does not cause the Customer to incur costs.

The Seller may withhold the refund until it receives the Product back or the Customer provides evidence of sending it back, whichever occurs first, unless the Seller has offered to collect the Product.

3.4. Returning the Product and direct cost

The entitled Customer returns the Product no later than 14 days after notifying the Seller of withdrawal, unless the Seller offered collection. The deadline is met if the Product is sent before it expires.

Returns are received at: RAIZI TOOL POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Stargardzka 8A, lok. 53, 54-156 Wrocław, Poland, Monday to Friday after the dispatch method has been arranged. Before sending, please write to hello@raiziprotools.com with the order number and Product.

For the current catalogue, the Seller bears the direct return cost following statutory withdrawal. For Products other than BigDog, we provide a DPD return shipment or agree reimbursement of the documented, reasonable cost of another tracked shipment. BigDog collection is arranged and paid individually through SUUS.

We recommend using a tracked shipment and retaining proof of dispatch until the return has been settled. This helps establish the parcel’s route, but a valid withdrawal is not conditional on choosing a particular carrier or obtaining an RMA number.

3.5. Liability for diminished value

To preserve the Product’s full value, please return it complete, clean and without installation or use beyond the examination ordinarily possible in a physical shop. The Customer is liable only for actual diminished value resulting from handling beyond what is necessary to establish the Product’s nature, characteristics and functioning.

Opening the packaging does not by itself automatically result in loss of the right to withdraw or a predetermined deduction. Any diminished value must correspond to the Product’s actual condition and be justified.

3.6. Statutory exceptions

The right to withdraw does not apply to the supply of a non-prefabricated item made to the Customer’s specification or serving the Customer’s individual needs.

Selecting a standard variant, length or quantity available in the Store is not by itself equivalent to making a Product to an individual order. If an exception applies, the Customer must be clearly informed before placing the order.

3.7. Withdrawal, complaints and voluntary returns

Withdrawal does not replace a complaint. A defective Product or one that does not conform to the Contract may be reported under “Complaints and Conformity of Goods with the Contract” regardless of expiry of the 14-day withdrawal period.

The Seller does not offer an additional voluntary return right beyond statutory withdrawal unless an express offer, campaign or individual order confirmation states otherwise. Such an offer does not limit statutory rights.