Delivery, Complaints, and Returns
At our store, we prioritize transparency and full compliance with current European Union laws. Below are the rules regarding complaints, withdrawal from the contract, and returns, updated in accordance with the requirements for 2026.
1. Damages and Issues (Complaints)
1.1. Lack of conformity with the contract: If you receive a product that is damaged or does not match the description, you are entitled to rights under the "lack of conformity of the goods with the contract" (formerly warranty). Please contact our customer service team immediately.
1.2. Response time: We commit to processing your complaint within 14 calendar days. Failure to respond within this period constitutes an automatic acceptance of the complaint.
1.3. Support: We are available to resolve any issues regarding your order or delivery in a manner that is satisfactory to you.
2. Right of Withdrawal (Returns)
2.1. Period: In accordance with EU law, you have the right to withdraw from the contract without giving any reason within 14 calendar days from the date of receiving the goods.
2.2. Simplified Return (Withdrawal Button): To simplify the process for you, we provide a "Withdrawal Button" (one-click withdrawal function), mandatory as of 2026. It is available in the customer panel and on the home page – you can use it without the need to send a separate e-mail.
2.3. Return Costs: The direct costs of returning the goods (shipping the package back to the store) are borne by the Consumer, unless the store has offered to cover them as part of a current promotion.
3. Exceptions and Restrictions
3.1. Non-returnable items: The right of withdrawal does not apply to:
- Goods made to individual specifications (personalized according to the customer's request).
- Sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery.
- Products that, after delivery, are inseparably mixed with other items.
3.2. Markings: Information regarding the lack of return eligibility due to the nature of the product is provided in the description of each specific item.
4. Contact Information
If you have any questions, concerns, or need support, please contact us:
- E-mail: getraxo@raxo.me
- Phone: 0048-883-373-955
We operate with full respect for consumer rights. Thank you for your trust!
