Refund policy

At Raizi Protools, customer satisfaction and trust matter to us. Eligible customers may withdraw from a purchase without giving a reason under the applicable rules. We cover the direct return costs arising under the statutory rights and make refunds under the applicable rules. The sections below distinguish statutory withdrawal from our additional voluntary return scheme.

This Policy covers statutory withdrawal and additional voluntary returns. The voluntary conditions do not limit statutory rights. Statutory rights always take precedence, including rights where a Product does not conform to the Contract.

1. Products that may be returned

Additional voluntary returns. We accept only new, unopened products. Final-sale products are excluded from this additional scheme.

Statutory withdrawal. A Consumer and, to the statutory extent, a Sole Trader with Consumer Rights may withdraw from a distance Contract. Opening packaging does not by itself remove this right, and a final-sale label is not a statutory exception in itself.

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.

2. Return periods

Additional voluntary returns. We accept returns within 14 business days from delivery of the shipment.

Business days are Monday to Friday, excluding public holidays in Poland. This additional period does not shorten the statutory time for giving notice or returning the Product.

Statutory withdrawal. As a rule, the period for sending a withdrawal statement is 14 calendar days.

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.

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.

If the statutory rules give the Customer longer to send the Product back than the additional voluntary scheme, that statutory period remains available.

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. Product condition

Additional voluntary returns. We accept both defective and non-defective products under this scheme provided they are new, unused, in their original packaging and complete with all original tags and accessories.

Statutory withdrawal and conformity claims. These requirements concerning new or unused condition, original packaging, tags and accessories are not conditions for exercising statutory rights. For statutory withdrawal, the Customer is liable only for actual, justified diminished value resulting from handling beyond what is necessary to establish the Product's nature, characteristics and functioning. Opening packaging does not automatically remove the right or result in a predetermined deduction.

4. How to make a return

Additional voluntary returns. To start this procedure, contact hello@raiziprotools.com with your order number. Once the request is approved, we will send return instructions. Please include proof of purchase or the order confirmation and protect the shipment appropriately.

Statutory withdrawal. You may send an unequivocal statement by email to hello@raiziprotools.com or by post to the Seller's address in section 6. You may use the model withdrawal form, but it is optional. Prior approval, an RMA number, a particular carrier or an original purchase receipt is not required for valid statutory withdrawal. Order details help us identify the Contract; omitting information not required by law does not invalidate an unequivocal statement.

5. Return shipping costs

Additional voluntary returns. For approved returns, we provide a free prepaid return label, which can be downloaded and printed after return approval. We do not charge a restocking fee.

Statutory withdrawal. For the current catalogue, the Seller bears the direct return cost following statutory withdrawal. Prior contact is for organising free transport, not obtaining permission to withdraw. We do not charge a restocking fee; any diminished value is assessed only under section 3.

6. Return address

Address for returns and correspondence concerning withdrawal:

RAIZI TOOL POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. Stargardzka 8A, lok. 53
54-156 Wrocław, Poland

Additional voluntary returns. Please do not send goods before contacting us and receiving instructions from our customer-service team. Include the order number and a description of the matter. We may ask for photographs or other information to help us assess the request.

These additional-procedure requirements do not make valid statutory withdrawal or compliance with the statutory return deadline conditional on our permission or instructions.

7. Refunds

Additional voluntary returns. Refunds under this scheme are made within 14 business days after we receive the returned goods, using the same payment method used for the purchase. Shipping costs are not refunded unless the return results from our error.

The 14-business-day period after receipt of the goods and exclusion of original outbound shipping costs in the preceding paragraph apply only to the additional voluntary scheme.

Statutory withdrawal.

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.

8. Exchanges

We are happy to offer exchanges. To proceed, return the original purchase under an applicable return right and place a new order.

This return-and-reorder option does not replace a statutory conformity claim. Where a Product does not conform to the Contract, remedies including repair, replacement, price reduction or withdrawal, subject to the statutory conditions, arise under law. The conditions or expiry of the additional voluntary scheme do not limit those rights. See Complaints and Conformity of Goods with the Contract for details.

9. Contact details

For return questions, email hello@raiziprotools.com. We usually respond within 24 hours. Customer-service hours: Monday–Saturday, 08:00–17:00.

Using the voluntary procedure does not waive statutory rights. If a request is a valid statutory withdrawal, we do not make it conditional on voluntary-return approval. More favourable terms applicable when a particular Contract was concluded remain effective; this update does not limit rights acquired under earlier orders.