Returns and complaints

Returns and complaints

Some of the products sold in our store have a manufacturer’s warranty. If a defect is detected in the equipment covered by the warranty, contact the nearest service point indicated in the warranty card or on the manufacturers’ websites. It is a very quick complaint process, which allows you to bring the equipment back to working order in the shortest possible 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 submitting complaints.

Exceptions to the right to withdraw from the contract were included by the legislator in Art. 38 of the Consumer Rights Act.

Article 38 of consumer rights

Exclusion of the right to withdraw from a contract concluded off-premises or remotely


in which the subject of the service is a non-prefabricated item, manufactured according to specification

the consumer or serving to meet his individual needs;

Reklamacje produktów do samodzielnego montażu:

Before picking up the package, always check that it has not been damaged in transit. If the packaging has visible external damage, we recommend that you refuse to accept the shipment and then contact us by phone: + 48 888 444 746.

After paying the COD amount and confirming receipt of the package, it is possible to open the package in the presence of the courier – if discrepancies are found, a discrepancy report is prepared, which is the basis for a subsequent complaint.

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

Send us the product you want 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 the account number to which the refund will be made (depending on the decision made by the store).
Within 14 days of receiving the shipment, we will inform you by e-mail or by phone about the result of the complaint procedure.
If the complaint is considered positively, within 7 working days from the date of making the decision, we will compensate for the costs incurred by you by: repairing the advertised product, sending a new product or refund.
If the complaint is considered unjustified, we will provide you with a detailed justification of the decision made and within 14 working days we will send back the advertised product at our expense. In the case of payment by credit card, the refund will be made to the card.

If you have any doubts, please contact us at the following e-mail address: or by phone: +48 888 444 746. We will provide you with tips on how to make a complaint quickly and easily.

Assembly service complaint:

In accordance with the applicable law in our country, the ordering party has the right to advertise the assembly service. The conditions for a correct complaint in our company are:

1. Complaints about the assembly service must be made up to three days from the date of completion of the assembly service.

2. The basis for the complaint can not be items that could be used by third parties to enforce a complaint.
3. Each time our fitters, after the assembly service is completed, require an inspection of the work performed and the goods, and the completion of the acceptance protocol by the ordering party. This protocol is executed in 2 copies. The condition for considering the complaint is to attach a photocopy of the acceptance report.
4. Complaints should be submitted in writing to the company’s address or by e-mail by sending an e-mail to your order manager and attaching the e-mail address to the message
5. Rapdach Sp. Z O.O. is not responsible for damage caused by external factors such as weather conditions, e.g. strong wind, sudden temperature changes, extremely high or low temperatures for our conditions.
6. An order with an assembly service not paid in full is not subject to complaint.
7. Rapdach Sp. Z O.O. has 90 days from the date of receipt of the complaint to consider it.

Return of products

In accordance with applicable regulations, within 10 calendar days from the date of delivery of the ordered goods, you have the right to return them without giving reasons as part of withdrawing from the contract, according to the general rules resulting from the provisions on concluding distance contracts. This applies only to consumer sales, so it applies only to sales to a natural person who makes a purchase for purposes unrelated to professional or business activity.

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

If you want to return a product:

Return the purchased product in undamaged condition and in the original packaging with all its contents.
Attach to the shipment a written statement in which you will include the desire to return the product, as well as the account number to which the refund will be transferred.
Within 3 working days of receiving your shipment, we will check the condition of the delivered product (if it has no signs of use, if it has not been damaged or destroyed, if it is in the original packaging with all its contents).
If we do not note any contraindications, we will send information to your e-mail address about the positive consideration of the return of the product. A refund will be made to the attached account number within 7 days. In the case of payment by credit card, the refund will be made to the card.

If your return of the product is rejected (due to damage to the product or signs of use), we will send you to the e-mail address provided information about not accepting the return of the product. Within 7 working days, we will send the product back to the indicated return address, covering the cost of shipping.

Rapdach Sp. Z O.O
Ptaszkowa 957
33-333 Ptaszkowa
Tel: +48 888 444 517