Returns & Complaints
How to Submit a Complaint?
All complaints regarding products or the online store can be submitted:
- in writing to the address: ul. Nędzy Kubińca 105c, 34-511 Kościelisko, Poland;
- by email to: contact@ragidog.com.
Products returned as part of a complaint should be sent to: ul. Nędzy Kubińca 105c, 34-511 Kościelisko, Poland.
What to Include in Your Complaint?
We recommend that your complaint includes the following information:
- Details and circumstances regarding the subject of the complaint, in particular the type and date of the defect or non-conformity with the contract;
- Your request – e.g., how you would like us to bring the product into conformity with the contract, a statement requesting a price reduction, withdrawal from the contract, or any other claim;
- Your contact details – this will help us process your complaint faster.
The above requirements are only recommendations and do not affect the validity of complaints submitted without them. If your contact details change while your complaint is being processed, please inform us immediately.
You may attach evidence to your complaint, such as photos, documents, or the product itself.
We may also contact you to request additional information or evidence (e.g., photos) if this will help us resolve your complaint more quickly.
When Will You Receive a Response?
We will respond to your complaint without undue delay, and no later than within 14 calendar days from the date we receive it.
Legal Framework for Complaints
The legal basis and scope of our liability for product conformity are governed by generally applicable laws, in particular the Polish Civil Code, the Consumer Rights Act, and the Act on Provision of Electronic Services of 18 July 2002.
There are two types of liability for product conformity:
- Statutory liability of the Seller – this is the liability arising from applicable law (e.g., the legal warranty for defects). This liability cannot be excluded for consumers.
- Contractual liability (e.g., commercial warranty granted by a warrantor) – this is additional liability that applies if the product is covered by a warranty. The warranty may be granted by a third party other than the Seller (e.g., the manufacturer). Detailed warranty terms are set out in the warranty card or other warranty documentation.
Below you will find detailed regulations regarding the Seller’s statutory liability – depending on the type of product (movable goods, digital content, or digital services) and the date the contract was concluded (before 2023 or from 2023 onwards):
| Complaints for movable goods purchased under a sales contract concluded with the Seller before 1 January 2023 are governed by the Polish Civil Code (as in force until 31 December 2022), in particular Articles 556–576. These provisions define the Seller’s liability towards the Customer if the product has a physical or legal defect (statutory warranty). The Seller is obliged to deliver a product free from defects. | Complaints for movable goods (including movable goods with digital elements), except for movable goods that serve solely as carriers of digital content – purchased under a sales contract concluded with the Seller from 1 January 2023 onwards – are governed by the Consumer Rights Act (as in force from 1 January 2023), in particular Articles 43a–43g. These provisions define the Seller’s liability towards the consumer in the event of non-conformity of the product with the sales contract. | Complaints for digital content or digital services, or movable goods that serve solely as carriers of digital content – purchased under a sales contract concluded with the Seller from 1 January 2023 onwards, or before that date if the delivery of such product was to take place or took place after that date – are governed by the Consumer Rights Act (as in force from 1 January 2023), in particular Articles 43h–43q. These provisions define the Seller’s liability towards the consumer in the event of non-conformity of the product with the sales contract. |
Returns & Withdrawal from the Contract
Download the withdrawal form template (PDF)
Right of Withdrawal for Distance Contracts
If you are a consumer, you have the right to withdraw from a contract concluded online within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) take physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g., a letter sent by post or email). You may submit your statement, for example:
- in writing to: ul. Nędzy Kubińca 105c, 34-511 Kościelisko, Poland;
- by email to: contact@ragidog.com.
A sample withdrawal form is provided in Annex 2 to the Consumer Rights Act and is also available as an appendix to our Terms and Conditions. You may use this template, but it is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period expires.
Effects of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for additional costs arising from your choice of a delivery method other than the cheapest standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever occurs first.
Returning Goods
If you have received the goods, please return them to us at the following address without undue delay, and in any event no later than 14 days from the day on which you communicated your withdrawal to us:
ul. Nędzy Kubińca 105c, 34-511 Kościelisko, Poland
The deadline is met if you send back the goods before the 14-day period has expired.
Costs of Return
You will bear the direct cost of returning the goods.
Liability for Diminished Value
You are only liable for any diminished value of the goods resulting from handling the goods beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Important Note for Entrepreneurs
The consumer rights set out in this notice also apply from 1 January 2021 to buyers who are natural persons entering into a contract directly related to their business activity, provided that the content of the contract indicates that it does not have a professional character for that person, in particular based on the subject of their business activity as registered in the Central Registration and Information on Business Activity (CEIDG).