Returns and Right of Withdrawal

1. Who this policy applies to

The right of withdrawal described here applies to consumers and to sole traders entitled to consumer protection. This includes individuals entering into a contract directly connected with their business where the contract is not of a professional nature for them, as determined in particular by the business activities recorded in Poland’s Central Register and Information on Economic Activity (CEIDG).

We do not offer other business customers a contractual right to return goods that are free from defects without a reason. Section 12 of our Terms and Conditions of Sale applies to those customers. Nothing in this policy limits any mandatory consumer protection applicable to your purchase.

2. Withdrawal period and notification

You have 14 days to withdraw from the contract without giving a reason. The period runs from the day you, or a person nominated by you other than the carrier, receive the goods. If one order is delivered as separate items, batches or parts, the period starts when you receive the last item, batch or part.

Send us a clear statement of your decision to withdraw before the period expires. We recommend emailing office@rogoz-audio.com. You may also send your statement to the correspondence address below. A model withdrawal form is included in the PDF linked at the end of this page; using it is optional.

To help us identify your purchase, please include your name and the product name or order number. Collecting goods in person does not change the nature of a contract already concluded at a distance.

3. Returning the goods

Send back or hand over the goods without undue delay, and within 14 days of notifying us of your withdrawal, unless we have offered to collect them. You meet the deadline by dispatching the goods before that period ends.

Goods may be returned by post or by a carrier suitable for their size, including a courier or pallet freight service. The return address is specified in your individual order terms. Please contact us if it has not been provided. Our correspondence address is not automatically the address for returning goods. Your withdrawal does not depend on prior agreement of transport arrangements.

Pack the goods securely for transport. We recommend using the original packaging, but it is not a condition of exercising your right of withdrawal.

4. Return costs

When you exercise the right of withdrawal, you pay the direct cost of returning the goods unless we have agreed otherwise or failed to provide the required information about that cost before the contract was concluded. You arrange the return shipment and obtain any shipping label, unless different collection arrangements have been agreed.

For goods too large to be returned normally by post, we provide an estimate of the direct return cost in your individual order terms before the contract is concluded.

We do not charge a restocking fee or a flat fee for exercising the right of withdrawal. Costs relating to statutory claims for goods that do not conform to the contract are handled separately, as explained under “Exchanges and statutory claims” below.

5. Condition of returned goods

We accept returns of new products and products that have been opened or lightly used to the extent necessary to establish their nature, characteristics and functioning. Opening the packaging or inspecting a product does not, in itself, remove your right of withdrawal.

You are responsible for any reduction in value caused by handling beyond what is necessary for that inspection. This does not automatically mean that the return will be refused. You are not responsible for diminished value if we failed to give you the required information about the right of withdrawal.

6. Refunds

We will refund the payments received, including delivery charges up to the cost of the least expensive standard delivery option offered for your order, without undue delay and within 14 days of receiving your withdrawal statement.

The refund will be made using the same payment method, unless you expressly agree to a different method at no additional cost to you.

Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence of dispatch, whichever happens first.

7. Custom-made products

The statutory right to withdraw without giving a reason does not apply, among other exceptions, to non-prefabricated goods made to your specifications or clearly personalised, as provided by Article 38(1)(3) of the Polish Consumer Rights Act.

If this exception applies, we explain it in the terms of your individual order before the contract is concluded. Starting production after an order is placed does not, in itself, exclude the right of withdrawal. This exception does not restrict your rights in relation to goods that do not conform to the contract.

8. Exchanges and statutory claims

We do not offer a standard voluntary exchange of products that are free from defects for a different model. This does not affect your statutory right of withdrawal or your right to request a replacement as a remedy for goods that do not conform to the contract.

If goods do not conform to the contract, you have separate statutory rights, including repair or replacement and, where the legal conditions are met, a price reduction or termination of the contract. The 14-day period described above applies to withdrawal without giving a reason, not to the deadline for reporting a problem with the goods.

Repair or replacement under our statutory liability for lack of conformity is free of charge. We agree any necessary collection arrangements and bear the cost as required by law. Please send claims to office@rogoz-audio.com. Full details are set out in section 9 of our Terms and Conditions of Sale.