Refund policy

RETURNS AND COMPLAINTS POLICY – MyRaw.eu

We care about your and your dog's satisfaction. Below you will find clear rules regarding returns and the complaint procedure in case something goes wrong.

1. Right of Return (Withdrawal from the Contract)

You have the right to return products purchased from us within 14 days from the moment of receiving the shipment, without giving any reason. To meet the deadline, it is sufficient for you to inform us of your decision by sending an e-mail to: kontakt@myraw.eu before the period expires.

2. IMPORTANT: When is a return NOT possible?

Due to the specific nature of our products (dietary supplements and complementary pet food), the right of return is subject to limitations resulting from Art. 38 of the Consumer Rights Act.

The right to withdraw from the contract does NOT apply to products delivered in sealed packaging if the packaging has been opened after delivery.

This means that: ✅ You can return the product if the box/jar is intact, has the original security seal, and has not been opened. ❌ We do not accept returns if you have opened the packaging, broken the seal, or damaged the lid security. We cannot re-market such a product for health protection and hygiene reasons.

3. How to make a return? (Step-by-step instructions)

If your products are factory-sealed and you wish to return them:

  1. Report the return: Write to us at kontakt@myraw.eu, providing the order number. You can use the model form (available below), but it is not mandatory.

  2. Pack the goods: Secure the products so they are not damaged in transport. Please include a note with the order number inside the package – this will facilitate the identification of your return.

  3. Send the package: Send the products back to our warehouse address: MyRaw – Returns ul. Piłsudskiego 123c 05-270 Marki, Poland

  4. Shipping cost: The direct cost of returning the goods to us is borne by the Buyer. We do not accept "cash on delivery" (COD) shipments.

4. Refunds

We will refund your funds immediately, no later than within 14 days from the day we received your statement of withdrawal from the contract. We may withhold the reimbursement until we receive the item back or until you provide proof of sending it back. We will make the refund using the same payment methods that were used by you in the original transaction (e.g., refund to a payment card, Tpay/BLIK), unless you have expressly agreed to another solution.

5. Complaints (Product Defects)

If the received product is defective (e.g., the packaging was damaged in transport, the product has the wrong consistency, or the expiration date has passed), you have the right to file a complaint.

  1. Take photos: If the defect is visible (e.g., cracked packaging), take photos of the damage.

  2. Contact us: Write to kontakt@myraw.eu. In the content, enter the order number, briefly describe the problem, and attach photos.

  3. Consideration: We will consider your complaint within 14 days.

  4. Resolution: If the complaint is accepted, we will replace the product with a full-value one or refund your money. In this situation, shipping costs are borne by the Store.

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MODEL WITHDRAWAL FORM (complete and return this form only if you wish to withdraw from the contract)

To: POLIMER P.S.A. (MyRaw.eu) ul. Piłsudskiego 123c 05-270 Marki, Poland Email: kontakt@myraw.eu

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

(Name of the product / Order number)

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s): (only if this form is notified on paper)

Date: ___________________

(*) Delete as appropriate.