Complaints and Returns

Complaints and Returns – RAF-MAR Fishing

Effective from: 03 June 2025

1. Returns (Right of Withdrawal)

In accordance with applicable consumer law, a Customer who is a Consumer has the right to withdraw from a distance contract without giving any reason within 14 days from the date of receiving the goods.

To exercise the right of withdrawal, the Customer should submit a clear statement of withdrawal by e-mail to: hurt@rafmar-fishing.pl or in writing to the Seller's registered address:

RAF-MAR S.C. Marcin Cebula, Rafał Gędłek
ul. Kłuszyńska 48, 30-499 Kraków, Poland

The goods should be returned without undue delay and no later than 14 days from the date on which the Customer submitted the statement of withdrawal.

The Customer is liable only for any reduction in the value of the goods resulting from handling them in a manner beyond what is necessary to establish their nature, characteristics and functioning. Where applicable, the goods should be returned with their accessories and documentation. The Customer bears the direct cost of returning the goods.

The Seller shall refund all payments subject to reimbursement without undue delay and no later than 14 days from the date on which the Seller receives the Customer's statement of withdrawal. The Seller may withhold the refund until the returned goods are received or until the Customer provides proof that the goods have been sent back, whichever occurs first.

The refund will be made using the same payment method that the Customer used for the original transaction, unless the Customer has expressly agreed to another method that does not result in any additional costs.

The right of withdrawal does not apply in cases provided for by applicable law, including in particular:

• products made to the Customer's individual specifications or clearly personalised,
• sealed goods which are not suitable for return due to health protection or hygiene reasons if the seal has been broken after delivery,
• goods that are liable to deteriorate or expire rapidly.

2. Complaints

The Seller is obliged to deliver goods that conform to the sales contract.

If the goods do not conform to the contract, the Customer has the right to submit a complaint. Complaints may be submitted:

• by e-mail to: hurt@rafmar-fishing.pl,
• in writing to: RAF-MAR S.C., ul. Kłuszyńska 48, 30-499 Kraków, Poland.

The complaint should include:

• the Customer's full name,
• order number or invoice number,
• a description of the defect or non-conformity,
• the preferred method of resolving the complaint, where applicable, such as repair, replacement, price reduction or withdrawal from the contract.

The Store will consider the complaint within 14 calendar days of receiving it. The Customer will be informed of the outcome by e-mail or telephone.

If the complaint is accepted, the Customer is entitled to the remedies provided for by applicable law, including repair or replacement of the goods and, where the relevant legal requirements are met, a price reduction or withdrawal from the contract.

If the complaint is rejected, the Customer will be informed of the reasons for the decision.

3. Manufacturer's Warranty

Some products may be covered by a manufacturer's warranty. Information regarding the warranty can be found in the product description or in the documentation supplied with the goods.

For products covered by a manufacturer's warranty, warranty claims may be submitted directly to the manufacturer or through the RAF-MAR Store.

4. Sending Returned or Complained Goods

Goods subject to a complaint or return should be sent to:

RAF-MAR S.C. Marcin Cebula, Rafał Gędłek
ul. Kłuszyńska 48, 30-499 Kraków, Poland

It is recommended that the parcel be properly secured and that a proof of purchase or its copy, together with a description of the issue, be enclosed where possible.

5. Contact

If you have any questions regarding returns or complaints, please contact us:

e-mail: hurt@rafmar-fishing.pl
tel. +48 12 266 06 06