Refund policy
RIGHT OF WITHDRAWAL
30 day right of withdrawal
When you shop at RAW ROOTs, you normally have a 30-day right of withdrawal, during which you can inform us that you regret the purchase and then return the item to us.
Some goods are not covered by the right of withdrawal, and this will appear in the ordering process.
The right of withdrawal runs from the day you received the item. If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following weekday. In the case of several different items ordered in one order but delivered individually, or an item delivered in several batches, the period runs from the receipt of the last item or batch.
After receipt, you may only handle the goods in a way that allows you to determine the nature, properties and way in which they function.
There is no right of withdrawal on some goods, or you may lose your right of withdrawal. We will notify you in the order confirmation if there are goods for which the right of withdrawal does not apply, e.g. due to the nature of the goods, or where you may lose your right of withdrawal by breaking seals.
In order to exercise the right of withdrawal, you must notify us of this by means of an unequivocal statement no later than 30 days after receiving the goods.
RETURN
If you regret the purchase, the goods must be returned to:
Raw Roots
GL Kongevej 26
7442 Engesvang
Denmark
When returning, you should ensure that the goods are securely wrapped. You are responsible for the package/goods yourself until we receive them. Therefore, save the postal receipt as well as any track and trace number. You must pay the costs yourself when returning the item when you regret it.
IMPORTANT
We expect you to send the goods as soon as possible after you have given notice of cancellation, and you must send them back no later than 30 days after you have canceled.
Note! We do not receive packages sent by cash on delivery.
Documentation for your purchase and return form
You must enclose a copy of the order confirmation or other documentation for your purchase.
Refund
When we receive the item, we check it and you will be reimbursed the amount you paid to us at the time of purchase.
The amount is always transferred to the same means of payment with which you paid for the purchase. For example, if you have paid by card, the purchase amount will be refunded to the payment card you used for the purchase.
NOTE
You may lose your purchase amount, in whole or in part. This happens if the value of the goods has deteriorated because
- you have actually used the product,
- it has been damaged while you were in charge of it
- you have handled the goods in a way other than what was necessary for you to determine the nature, characteristics and way of functioning of the goods
- you have not followed the restrictions in the right of withdrawal that result from sealing, product type, etc
Complaints
If there is something wrong with the product
Your purchase of covered by the Sales Act, including the defect rules. This means that you can either get a defective item repaired, exchanged, your money back or a discount, depending on the specific situation.
It is of course a requirement that the complaint is justified and that the defect did not arise as a result of incorrect use of the product or other damage-causing behaviour.
RIGHT OF COMPLAINT
You must contact us within a "reasonable time"
You must advertise within a "reasonable time" after you have discovered the lack of the item. We recommend that you advertise as soon as possible, and within 24 months.
You can advertise by contacting us via email to support@rawroots.eu
Depending on the specific situation, you will receive further instructions.
The item must be sent to:
Raw Roots
GL Kongevej 26
7442 Engesvang
Denmark
When you return the item, please also state in as much detail as possible what the problem is.
If the complaint is justified, we will of course reimburse your reasonable shipping costs for sending the item back to us. Otherwise, you must cover all transport costs yourself, including our freight costs for returning the item after examination, and we can charge you an amount of up to DKK 200.00 for examination of the item.
Remember that the item must always be sent in proper packaging and receive a receipt for dispatch. You are responsible for the package/goods yourself until we receive them. Therefore, save the postal receipt incl. information about freight costs and any track and trace number.
Note! We do not receive packages sent by cash on delivery or similar.