• Shop: www.rawood.eu
• Contact: info@rawood.eu,
  tel. +48 510 603 510 / +48 510 617 510.
• Correspondence address: Aleja Jana Pawła II 1, 21-500 Biała Podlaska.
• Returns/product return address (withdrawal and complaints): ul. Długa 2, 21-500 Biała Podlaska.

• Orders are placed via the Order Form (shopping basket) or – for non-standard items – by way of offer, after submitting an Inquiry Form/contact request.
• You can create an Account (including via social login) or purchase as a guest.
• The Sales Contract is concluded when you receive an email confirming that your order has been accepted for processing.
• The contract content is made available through the publication of the Terms and Conditions and the order confirmation email.

• Wood is a natural material – variations in grain and shade as well as minor irregularities are possible.
• Humidity, temperature and sunlight can cause minor changes in shape and dimensions.
• Photos may appear differently depending on monitor settings and lighting conditions.
  If you are unsure about the colour, we recommend ordering colour samples.
• Details (e.g. wood grades, characteristics) are available in product descriptions and in the sections: What we make from and Wood.

• Payment methods: bank transfer, electronic payments/card (Przelewy24), PayPal.
• Standard payment deadline: 7 calendar days from the conclusion of the contract (unless otherwise agreed).
• Instalments: available via Przelewy24 (e.g. mRaty or bank instalments) – subject to availability and the decision of the financing entity.
• Split payment: 60% upon order placement + 40% top-up payment before dispatch (or – if otherwise agreed – before handover).
• The top-up payment (split payment) is due before the order is dispatched.
  The payment deadline is 7 days from receipt of the email payment request; failure to pay may result in a delivery delay.

• Standard information on delivery costs, deadlines and methods is available in the product tabs and on the pages “Processing time” and “Transport“.
• The total delivery time consists of production + transport.
• Most orders are fulfilled within 2 to 14 weeks. Orders with a more complex production process may take up to 25 weeks.
• Maximum order processing time (production): up to 25 weeks from payment receipt, unless the contract provides otherwise.
• A change in deadline due to important reasons beyond the Seller’s control is possible (e.g. delays in raw material deliveries, breakdowns, supply chain disruptions, carrier strikes, force majeure) – we will communicate the new deadline.
• If the Seller is delayed, the Customer may set an additional deadline; after it expires without result, the Customer may withdraw from the unperformed part of the contract (subject to statutory exceptions).
• Transport options (indicative): standard (up to 5 business days), with carry-in (up to 15 business days), with carry-in and assembly (up to 20 business days) – depending on the product and availability.
• Receiving the consignment: checking and completing a damage report upon delivery is recommended; the absence of a report does not waive statutory rights, but facilitates the procedure.
• Failure to collect and other breaches of customer obligations may result in liability under general principles (e.g. costs of an uncollected consignment).

• A complaint can be submitted in writing to Al. Jana Pawła II nr 1, 21-500 Biała Podlaska or by email: info@rawood.eu.
• A complaints form is available at this LINK.
• To speed up processing, please send RaWood photos of the damage and packaging along with your order number.
• Product return for complaints: ul. Długa 2, 21-500 Biała Podlaska.
• Recommended: include a description of the problem, date, your request (repair/replacement/price reduction/withdrawal) and contact details – this speeds up the process.
• We respond to complaints no later than within 14 days.
• Statutory liability depends in part on the date of contract conclusion (pre/post 1 January 2023 regime) – in brief: the consumer has statutory remedies in the event of non-conformity of the goods with the contract.

• The warranty is additional liability, independent of the consumer’s statutory rights.
• Period: 2 years from delivery of the product.
• Scope: defects that existed or arose from causes inherent in the product at the time of handover.
• The Customer may request repair or replacement; the Guarantor may propose an alternative solution where justified (cost/impossibility).
• Exclusions: including mechanical damage after handover, consequences of improper use/maintenance, exposure to high temperatures/chemicals, flooding, modification by unauthorised persons, use contrary to intended purpose.
• Natural wood characteristics – knots, differences in grain and shade are inherent properties of the material and do not constitute a product defect.
• Natural colour changes – changes in wood colour and structure due to light and the passage of time are typical characteristics of a natural material and do not constitute a product defect.
• Territory: Poland and the European Union.

Detailed care and maintenance guidelines, compliance with which is a condition for maintaining the warranty, are available at: Care.

• Standard rule: A consumer may withdraw from a distance contract within 14 days without giving reasons.
• Important exception: No right of withdrawal for products manufactured to individual specifications or customised to customer requirements (e.g. products that are not standard pieces of furniture).
• Withdrawal statement: in writing or by email.
• Product return: ul. Długa 2, 21-500 Biała Podlaska.
• Refund of payment: within 14 days (the Seller may withhold the refund until the product is received or proof of return is provided).
• The Customer bears the direct costs of return (for oversized items these may be higher).
• You may use the model withdrawal form (not mandatory).

• Reviews may concern products and the shop; they must be honest and lawful.
• A product review may only be submitted for products actually purchased – the Seller takes verification measures (including order verification / post-purchase link).
• The Seller may contact the review author in case of doubt.
• Comments/appeals regarding reviews may be submitted in a manner analogous to the complaints procedure.

• Contact point: info@rawood.eu (PL/EN).
• Content considered illegal may be reported, including a justification and location (e.g. URL).
• The Service Provider may moderate content (manually or using tools), acts objectively and proportionately, and informs about decisions and appeal options.

• B2B provisions apply exclusively to customers who are not consumers (with exceptions for sole traders in the case of non-professional contracts – in accordance with the Terms and Conditions).
• In B2B relationships, the Seller may have the right to withdraw from the contract within 14 days, and liability for defects/non-conformity may be excluded.
• B2B arrangements may also include liability limitations and jurisdictional provisions set out in the Terms and Conditions.

• The consumer may use out-of-court dispute resolution methods (including mediation/conciliation/arbitration) – information and a search engine for authorised entities are available on the UOKiK website.
• The EU ODR platform for online dispute resolution is also available.

• The Terms and Conditions may be amended for important reasons (e.g. law, payments, delivery, cybersecurity). For continuing contracts (e.g. Account), notification rules and the right to terminate the contract apply.
• Contracts are concluded in the Polish language; matters not regulated are governed by Polish law, with consumer protection in the country of habitual residence maintained where applicable.