Commercial Guarantee and Service

5.1. Commercial guarantee — scope and guarantor

Tools and accessories offered in the Store carry a 24-month commercial guarantee from the date of purchase. The same period covers battery components sold as part of a Product or as a separate accessory.

The guarantor in Poland is RAIZI TOOL POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Stargardzka 8A, lok. 53, 54-156 Wrocław, Poland. Claims are accepted at hello@raiziprotools.com.

The guarantee is a voluntary obligation of the guarantor. It does not exclude, limit or suspend the Consumer’s statutory rights against the Seller for lack of conformity of the goods with the contract.

5.2. How the guarantee is handled

We assess every claim using its description, proof of purchase, Product identification and—where helpful for diagnosis—photographs or video. We may ask for the Product to be transferred safely for inspection.

Where the assessment confirms a defect covered by the guarantee, the primary remedy is a free repair, including labour and required parts. The guarantee does not mean automatic, immediate Product replacement. If repair proves impossible, the Guarantor will propose an appropriate further solution without limiting the Consumer’s statutory rights.

For a confirmed defect covered by the guarantee, RAIZI bears the agreed transport cost: DPD is arranged for Products other than BigDog, while BigDog is collected individually through SUUS. Do not send the Product before receiving transport instructions.

5.3. Assessment and exclusions

The guarantee does not cover natural wear of consumable items or damage caused by use contrary to the intended purpose or instructions, unauthorised modification, improper transport or an external event. This does not exclude a material or manufacturing defect or the Seller’s statutory liability.

We complete our obligations under the guarantee without undue delay, and no later than 14 calendar days after the Product is delivered to the Guarantor.

5.4. Service in Poland

We are here to help. A service request may be sent to hello@raiziprotools.com.

It is useful to provide proof of purchase, model and serial number, a symptom description, the circumstances and photographs or video. The scope and cost of paid diagnosis must be disclosed before a paid obligation arises.

If the matter is not covered by statutory liability or a valid guarantee, a paid repair requires disclosure of the scope and price, or how it is calculated, and Customer acceptance before the service is carried out.

Consumable items are not automatically excluded from statutory liability. Their natural wear may not be a lack of conformity, but a material or manufacturing defect, or failure to meet agreed durability, is assessed under law and the Contract.

Claims for lack of conformity under statutory rights are handled independently of the guarantee. Under that process, repair or replacement must take place within a reasonable time after the Seller is informed of the lack of conformity, and without significant inconvenience to the Consumer.