Return and Complaint Policy
Damaged Products and Other Issues
We make every effort to ensure that our products reach you in perfect condition. However, if you receive a damaged, faulty, or incorrect product, please contact our Customer Service Department immediately.
Procedure in case of a damaged or faulty product:
- Contact: Get in touch with us via email at getraxo@raxo.me or by phone at +48 883 373 955, providing your order number and a description of the problem.
- Documentation: Prepare photos of the damaged product and packaging, which will help us quickly identify the issue.
- Resolution: After verifying your report, we will offer a replacement product, repair, or refund.
Exceptions and Non-Returnable Products
Some products cannot be returned due to their nature or legal regulations. Such products include:
- Personalized products: Goods made to the customer's individual order.
- Perishable goods: Food items and other products with a short expiration date.
- Hygiene products: Items delivered in sealed packaging that cannot be returned after opening for hygiene or health protection reasons (e.g., cosmetics, underwear).
Exchanges and Refunds
Exchanges
If you wish to exchange the purchased product for a different one (e.g., different size, color, or model), please contact us within 14 days from the date of receiving the shipment.
Exchange procedure:
- Notification: Inform us of your desire to exchange via email or phone.
- Product shipment: Send the product back to our address along with a completed exchange form.
- New product: After receiving the shipment, we will send you the new product or inform you of further steps.
Refunds
You have the right to return a product without giving any reason within 14 days from the date of its receipt.
Return procedure:
- Notification: Contact us to inform about your intention to return.
- Return form: Fill out the return form available on our website and include it with the shipment.
- Send back the product: Send the product to our address: 41-811 Zabrze, ul. LEGNICKA 33
- Customer Service Office Hours:
- Monday – Friday: 9:00 AM – 5:00 PM
- Saturday – Sunday: Closed
Thank you for your trust, and we encourage you to contact us in case of any problems. Your satisfaction is our priority!
