> The procedure for claiming and exchanging goods

If you have any questions, concerns, or wish to exchange an item, please reach out to us via one of the following methods:

  • Contact Form: Use the built-in form on our Contact Us page (located at the top right of the website).

  • Email: You can also reach us at r.a.s.primarymail@gmail.com

Important:


Please do not send messages to redorchestrastore@gmail.com, as this email is used for internal purposes only and your message may not be seen.

Best regards,
The Ras-Store.eu Team

Return & Withdrawal Policy (Slovakia – EU Compliance)


Seller: Ras-Store, Magurská 13317/69,
974 11, Banská Bystrica,
Slovakia,

r.a.s.primarymail@gmail.com/+421909233704

1. Right of Withdrawal (14-Day Cooling-Off Period)

As a consumer within the European Union, you have the right to withdraw from your purchase contract concluded via distance communication (e.g., through PayPal or our online store) within 14 calendar days without giving any reason.

The withdrawal period expires 14 days after:

  • the day you or a third party (other than the carrier) physically receives the goods, or

  • in the case of multiple deliveries, the day of receipt of the last item.

To exercise this right, you must inform us of your decision to withdraw from the contract by an unequivocal statement (e.g., via email or postal letter). You may use the model withdrawal form below, but it is not mandatory.

Contact for withdrawal:
Email: r.a.s.primarymail@gmail.com
Address: Red Orchestra, s.r.o. , Magurská 13317/69
974 11 Banská Bystrica
Slovakia,

2. Effects of Withdrawal

If you withdraw from the contract, we will reimburse all payments received from you, including the cost of standard delivery (but not extra costs for express shipping), no later than 14 days from the day we are informed of your decision.

We may withhold the refund until we have received the returned goods, or you provide proof of having sent them back, whichever comes first.

The refund will be made using the same payment method you used (e.g., PayPal), unless otherwise agreed.

3. Return of Goods

You must send back the goods to our address without undue delay and no later than 14 days from the day you notify us of the withdrawal. You are responsible for the direct cost of returning the goods, unless otherwise agreed.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.

4. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to contracts for:

  • Custom-made or personalized items.

  • Perishable goods or those that deteriorate quickly.

  • Sealed goods (e.g. hygiene or health products) if unsealed after delivery.

  • Digital content delivered electronically, if performance has begun with your consent and acknowledgment that you lose the right of withdrawal.

5. Model Withdrawal Form (Optional)

You may use this form to notify us of your withdrawal:

To: Ras-Store
I/We hereby withdraw from the contract of sale for the following goods:
[Insert product name(s)]
Ordered on: [Insert date]
Received on: [Insert date]
Name: [Insert your name]
Address: [Insert your address]
Date:

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The procedure for exchanging goods, claiming or returning the order

Within 14 days of delivery, you may replace the goods or, in accordance with Section 7, paragraph 1, of Act no. 102/2014 Z. z. on consumer protection, to withdraw from the purchase contract without giving any reason. Below you will find a procedure for exchanging, returning and claiming.

EXCHANGE OF GOODS (CHANGE OF SIZE, EXCHANGE FROM OTHER MATERIALS)

1. In case of size change, prepare:

   a copy of the purchase receipt (invoice)
or print out this form
   the goods you want to replace
2. Book the goods you want to send in exchange. You can make a reservation by creating a new order, put the goods you want to send in the cart, and write the word "EXCHANGE" in the order note.

If you do not have the option of booking goods with an order, you can book the goods by phone or e-mail. If you book your goods by email, please wait for your booking confirmation to make sure that the goods that you want to send in exchange are in stock.

3. In the invoice or filled exchange form, mark the goods you return to us and what size you require instead.

4. Send the goods along with the invoice or form to:

Red Orchestra, s.r.o., Banská Bystrica

Magurská 69, 974 11,

Contact:

 +421909233704


DECLARATION OF LOST GOODS

1. In the event of a complaint, prepare:

   a copy of the purchase receipt (invoice)
or print out this form
   the goods you want to claim
2. In the invoice or filled out complaint form, mark the goods you want to claim and add a short description of the defect claimed.

3. Send the goods along with the invoice or form to:

Red Orchestra, s.r.o., Banská Bystrica

Magurská 69, 974 11,

Contact:

+421909233704

Please send the package using the Slovak Post, without a cash on delivery.

We do not pick up the bundles and are returned to the sender.

RETURNING THE ORDER IN THE DAYS

1. In the event of a refund of the whole order or part of it, prepare:

   a copy of the purchase receipt (invoice)
or print out this form
   all the goods that your order contains
   account number where you want to refund
2. Return the goods you wish to return with the invoice or form to:


Red Orchestra, s.r.o., Banská Bystrica

Magurská 69, 974 11,

Contact:

+421909233704