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Returns and complaints

Some of the products sold in our store have a manufacturer's warranty. If you discover a defect in equipment covered by the warranty, contact the nearest service center, indicated on the warranty card or on the manufacturers' websites. This is a very fast complaint process, which allows you to bring the equipment back to working order in the shortest time.

Note: please keep the proof of purchase (receipt or invoice) and the original packaging until the end of the warranty period - they are the basis for claims.

Exceptions to the right of withdrawal are included by the legislator in Article 38 of the Law on Consumer Rights.

Article 38. consumer rights

Exclusion of the right of withdrawal from a contract concluded off-premises or at a distance


In which the subject of the service is a non-refabricated item, produced to the consumer's specifications

consumer or serving to meet his individualized needs;

Complaints of self-assembly products:

Before receiving the package, always check whether it has been damaged in transit. If the package has visible external damage, we recommend that you refuse the package and then contact us at + 48 888 444 746.

After payment of the amount of collection and receipt of receipt of the package, it is possible to open the package in the presence of the courier - in case of discrepancies, a protocol of discrepancies is drawn up, which is the basis for a later complaint.

If the purchased goods turn out to have manufacturing defects or are inconsistent with the description, please follow the complaint procedure below:

  1. Send us the product you wish to complain about, enclosing a written statement, in which you describe the detailed reasons for the product complaint, the form of compensation, as well as the return address and account number to which a refund will be made (depending on the store's decision).
  2. Within 14 days of receipt, we will inform you by e-mail or telephone about the result of the complaint procedure.
  3. If the complaint is accepted, within 7 working days from the date of the decision, we will compensate you for the costs incurred by: repairing the advertised product, sending a new copy of the product or refunding your money.
  4. If the complaint is considered unjustified, we will provide you with a detailed justification of the decision and within 14 working days we will send the advertised product at our expense. In the case of payment by credit card, the refund will be made to the card.

If in doubt, feel free to contact us at e-mail: paulina@rapdach.com or by phone: +48 504 877 885. We will give you instructions on how to make a complaint quickly and smoothly.

Complaint of installation service:

According to the applicable laws in our country, the ordering party has the right to complain about the assembly service. The conditions for a correct complaint in our company are:

1) The complaint of the installation service must be made within a maximum of three days from the date of completion of the installation service.
(2) The basis of the complaint can not be objects that could be used by third parties to force a complaint.
(3) Each time our assemblers, after the completion of the assembly service, require visual inspection of the completed work and goods, and the completion of the acceptance protocol by the customer. This protocol is made in 2 copies. The condition for consideration of complaints is to attach a photocopy of the protocol of receipt of work.
4th Complaints should be reported in writing to the address of the company or electronically by sending an e-mail to your order supervisor and attaching the e-mail address mateusz@rapdach.pl to the message.
5th Company Rapdach Sp. z o.o. is not responsible for damage caused by external factors such as weather conditions such as strong wind, sudden change of temperature, extremely high or low temperature for our conditions.
6. company Rapdach Ltd. has 90 days from the date of receipt of the complaint to consider it.

Return of products

In accordance with current regulations, within 10 calendar days from the date of delivery of the ordered goods, you have the right to return them without giving reasons within the framework of withdrawal from the contract, according to the general rules under the regulations on concluding distance contracts. This applies only to consumer sales, so it applies only to sales to an individual who makes a purchase for a purpose unrelated to professional or business activity.

The returned product must not bear traces of use - each item must be complete and factory-packed, the goods delivered in the original packaging in unaltered condition. If this condition is not met, the product will not be accepted.

If you wish to return the product:

  1. Send back the purchased product in undamaged condition and in the original packaging with all its contents.
  2. Include with the shipment a written statement stating your desire to return the product, as well as the account number to which the refund will be transferred.
  3. Within 3 working days of receiving your shipment, we will check the condition of the returned product (whether it bears no signs of use, whether it has not been damaged or destroyed, whether it is in its original packaging with all its contents).
  4. If we do not note any contraindications, we will send to your email address information about the positive consideration of the return of the product. A refund will be made to the enclosed account number within 7 days. In case of payment by credit card, the refund will be made to the card.

If your product return is rejected (due to damage to the product or signs of use), we will send you an email to the indicated email address informing you that the product return is not accepted. We will send the product back to the indicated return address within 7 business days, covering the shipping cost.