ROOG Store Return Policy

Last update: 17.11.2025

This Return Policy defines the rules for withdrawal from the agreement, returns, and complaints regarding products purchased at the ROOG store (https://roog.store), in accordance with Polish law, European Union law, and international sales principles.

1. RIGHT OF WITHDRAWAL – 14 DAYS

1. The Consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

2. The 14-day period is calculated from:

   • The day the product is delivered to the customer.

   • In the case of an order involving multiple products – from the date of delivery of the last item.

3. To exercise the right of withdrawal, you must send a statement to the following e-mail address: contact.roog.store@gmail.com

4. The statement can be prepared independently or by using the withdrawal form available at the end of this document.

2. RETURN CONDITIONS

1. The product must be returned in the following condition:

   • Intact and undamaged.

   • Complete.

   • Without signs of use.

   • In original packaging (if possible).

2. The Customer bears the cost of shipping the returned goods.

3. Returns should be sent to: Wiece 11/C, 60-638 Poznań, Poland

4. Packages sent "Cash on Delivery" (COD) will not be accepted.

3. REFUNDS

1. The refund will be processed within 14 days of receiving the returned goods.

2. The refund is made using the same payment method used by the customer (unless the customer agrees to another form).

3. The Seller may withhold the refund until the goods are received.

4. EXCEPTIONS – NON-RETURNABLE PRODUCTS

According to Art. 38 of the Consumer Rights Act, the right of withdrawal does not apply to:

1. Products made to individual order.

2. Personalized products.

3. Opened products which, for hygienic reasons, cannot be resold.

4. Products damaged by the customer.

5. Services fully performed before the expiry of the withdrawal period.

5. COMPLAINT PROCEDURE (WARRANTY)

1. The Customer has the right to file a complaint if the product is:

   • Defective.

   • Not as described.

   • Damaged.

2. Complaints should be reported via e-mail: contact.roog.store@gmail.com

3. The report should include:

   • Full name and contact details.

   • Order number.

   • Description of the defect.

   • Photos showing the defect.

4. The complaint will be processed within 14 days.

5. In case of a positive consideration of the complaint, the Seller will perform one of the following:

   • Repair the product.

   • Replace it with a new one.

   • Lower the price.

   • Issue a refund (if the defect is significant).

6. INTERNATIONAL RETURNS

1. International customers may withdraw from the contract under the same conditions as customers in Poland.

2. The Customer is responsible for:

   • Return shipping costs.

   • Customs duties.

   • Any import taxes.

3. The Seller does not accept packages sent "Cash on Delivery" (COD).

4. Delivery time for international returns may be longer than for domestic returns.

7. PRODUCTS DAMAGED DURING TRANSPORT

1. In case of damage to the parcel, a damage report should be drawn up with the courier.

2. Complaints regarding damage in transit are processed in accordance with the carrier's procedure.

8. RETURN ADDRESS

Michał Mendel Address: Wiece 11/C, 60-638, Poznań, Poland

E-mail: contact.roog.store@gmail.com

Phone: +48 600 353 698

9. WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract)

I, …………………………………………….., hereby inform about my withdrawal from the sales contract of the following product: …………………………………………………………………………………

Date of purchase: ……………………………………….

Date of receipt: ……………………………………..

Full name: ………………………………………

Address: …………………………………………………………………….

E-mail: …………………………………………………………………….

Phone: …………………………………………………………………..

Order number: ……………………………………..

Signature (only if the form is sent in paper version):

………………………………………………………

Date: ………………………………………………….

The Return Policy is effective from the moment of publication on the website.