Refund policy

RIGHT OF WITHDRAWAL

30-Day Right of Withdrawal

When shopping with RAW ROOTs, you normally have a 30-day right of withdrawal. This means that you may notify us that you wish to withdraw from the contract and then return the item to us.

Certain products are exempt from the right of withdrawal. If applicable, this will be stated in the product description or during the ordering process.

The withdrawal period begins on the day you, or a person designated by you, receive the goods.

If the deadline expires on a public holiday, Saturday, Christmas Eve, New Year's Eve, or other non-working day, the deadline is extended to the next business day.

If an order consists of multiple products delivered separately, or a product is delivered in several shipments, the withdrawal period begins when the final product or shipment is received.

You may only handle the product in a manner necessary to determine its nature, characteristics, and functionality.

For certain products, the right of withdrawal may not apply or may be lost. This will be stated in the order confirmation or product information where relevant.

How to Exercise Your Right of Withdrawal

If you wish to withdraw from the contract, you must send us an unambiguous statement no later than 30 days after receiving the goods.

You may do so by:

Digital Withdrawal Function

To make it easier to exercise your right of withdrawal, RAW ROOTs offers a digital "Withdraw from Contract" function.

The function is available through the "Withdraw from Contract" link in the website footer and through the link provided in your order confirmation email.

When you submit a withdrawal request through the function, you will receive confirmation of receipt by email without undue delay.

RETURNS

If you withdraw from the contract, the item must be returned to:

RAW ROOTs ApS
Gl. Kongevej 26
7442 Engesvang
Denmark

Returned items must be securely packaged. You are responsible for the item until we receive it.

We recommend keeping proof of postage and any tracking information.

Unless otherwise required by law, you are responsible for the cost of returning the item.

Important

We expect you to return the item as soon as reasonably possible after notifying us that you wish to withdraw from the contract.

The item must be returned no later than 30 days after you have informed us of your withdrawal.

Please note that we do not accept parcels sent cash on delivery.

Proof of Purchase

Please include a copy of your order confirmation or other proof of purchase.

REFUNDS

Once we receive the returned item, we will inspect it and refund the purchase amount using the same payment method used for the original transaction.

PLEASE NOTE

You may lose part or all of your refund if the value of the item has been reduced because:

  • you have used the item beyond what is necessary to determine its nature, characteristics, and functionality
  • the item was damaged while in your possession
  • the item was handled in a manner beyond what was necessary to evaluate it
  • you failed to comply with any restrictions relating to seals, hygiene products, or other product-specific withdrawal limitations

COMPLAINTS

If There Is a Problem with the Product

Your purchase is covered by applicable consumer protection legislation.

Depending on the circumstances, you may be entitled to repair, replacement, a price reduction, or a refund.

Any complaint must be justified, and the defect must not result from misuse or other damaging behaviour.

COMPLAINT RIGHTS

You Should Notify Us Within a Reasonable Time

You should notify us within a reasonable time after discovering a defect.

We recommend that complaints are submitted as soon as possible and within 24 months of purchase.

You can contact us at:

support@rawroots.eu

Depending on the situation, you will receive further instructions.

If the product must be returned for inspection, please send it to:

RAW ROOTs ApS
Gl. Kongevej 26
7442 Engesvang
Denmark

Please describe the issue in as much detail as possible.

If the complaint is justified, we will reimburse reasonable and documented return shipping costs.

If the complaint is not justified, you are responsible for all transport costs, including the return shipment after inspection. We may also charge up to DKK 200 for examining the product.

Always return items in secure packaging and keep proof of shipment and tracking information.

Please note that we do not accept parcels sent cash on delivery.