Below, we explain how to withdraw from the contract, return goods, and lodge a complaint at the RTP store. These rules apply to distance purchases of goods. Return without stating a reason and lodging a complaint are separate entitlements. The production of a product according to individual specifications may exclude return without stating a reason but does not deprive the Buyer of their complaint rights.
1 Seller and Contact
1.1. The Seller and Guarantor is Radomskie Tekstylia Przemysłowe Sp. z o.o., ul. Chorzowska 17, 26-600 Radom, Poland, KRS 0000221898, NIP 7962640120, REGON 292888128, hereinafter referred to as “RTP”.
1.2. Statements of withdrawal and complaints can be sent to info@rtp-radom.eu or to the address indicated in point 1.1. Returned goods should be sent to the same address. Telephone contact: +48 48 344 33 97, on business days from 7:00 AM to 3:00 PM.
1.3. The store is aimed at entrepreneurs. However, a natural person purchasing goods in direct connection with their business activity benefits from the statutory protection described in points 2 and 6, if the purchase is not of a professional nature for them, resulting in particular from the subject of activity disclosed in CEIDG. In these rules, such a person is referred to as a Privileged Entrepreneur. The mere provision of a NIP (Tax Identification Number) or receipt of an invoice for a company does not exclude this protection.
1.4. If the Buyer concluded the contract as a Consumer, i.e., a natural person making a purchase not directly related to their business or professional activity, they are entitled to the statutory rights described in points 2 and 6. Other entrepreneurs benefit from the contractual right of return described in point 4 and the complaint rules specified in points 5, 7, and 8.
2 Statutory Withdrawal from the Contract
2.1. The Consumer and the Privileged Entrepreneur may withdraw from a distance sales contract within 14 days without stating a reason, with the exception of orders described in point 3. The period begins from the date of taking possession of the goods by the Buyer or a person indicated by them other than the carrier. For a single contract covering multiple goods delivered separately, in batches, or in parts, the period runs from the receipt of the last good, batch, or part. For regular deliveries of goods for a specified period, it runs from the receipt of the first good.
2.2. If the Buyer was not informed about the statutory right of withdrawal, this right expires after 12 months from the end of the basic period. If they receive the information within this period, the withdrawal period expires 14 days from its receipt.
2.3. To withdraw from the contract, it is sufficient to send RTP an unambiguous statement, for example, by email or post to the details indicated in point 1.2. You may use the provided withdrawal form in PDF, but the form is not obligatory. We do not require a reason or prior consent from RTP for withdrawal. A statement sent by email does not require a handwritten signature or a qualified electronic signature. To meet the deadline, it is sufficient to send the statement before its expiry. We will confirm receipt of the statement sent by email immediately on a durable medium, e.g., in an email message.
2.4. After withdrawal, the goods must be sent back or handed over to RTP immediately, no later than 14 days from the withdrawal. It is sufficient to dispatch the shipment before the expiry of this period. The obligation to send back independently does not apply if RTP offers to collect the goods. The goods should be properly secured for transport. Do not send cash-on-delivery shipments.
2.5. The Buyer bears the direct cost of returning the goods, unless RTP has agreed to bear it or has not informed the Buyer of the obligation to bear it. For goods that cannot normally be sent back by post, we provide information about the cost of return before concluding the contract. We do not charge a fee for accepting a return or a handling fee.
2.6. We refund payments immediately, no later than 14 days from receiving the statement of withdrawal. The refund covers the price of the returned goods and the due costs of their delivery, up to the amount of the cheapest ordinary delivery method offered for the given order. In the event of partial withdrawal from an order, we settle delivery costs for the returned goods; we do not refund the cost that would be due in the same amount for the delivery of the remaining part of the order. If we have not
offered to collect the goods, we may withhold the refund until we receive the goods or proof of their dispatch, whichever occurs first.
2.7. We refund payment using the same method the Buyer used to pay, unless they expressly agree to another method that does not involve additional costs. The bank account
number is only needed if the refund is to be made by bank transfer to an agreed account.
2.8. Original packaging is not a condition for statutory withdrawal. The Buyer is responsible for any decrease in the value of the goods resulting from their use beyond what is necessary to ascertain their nature, characteristics, and functioning. This liability does not arise if RTP has not provided the legally required instruction on withdrawal. Traces of use may justify the settlement of the actual decrease in value according to the above principles.
3 Products Made According to Individual Specifications
3.1. The statutory right of withdrawal without stating a reason does not apply to non-prefabricated goods, produced according to the Buyer’s specifications or
serving to satisfy their individualized needs, in accordance with Article 38, paragraph 1, point 3 of the Consumer Rights Act. This may apply, for example, to a product made according to
individually agreed dimensions, with an individual print or the Buyer’s logo.
3.2. Marking a product as “custom order,” starting its sewing after purchase, or being out of stock are not sufficient to exclude the right of withdrawal. A standard product made according to a fixed pattern is subject to the return rules applicable to the Buyer. The mere selection of a standard variant from the offer does not automatically mean product individualization.
3.3. If personalization is an additional option, its effects apply only to orders covering the actually selected personalization. The agreed characteristics of a specific good determine the application of the exclusion. We provide information about the lack of a statutory right of withdrawal for this reason before concluding the contract.
3.4. The exclusion of withdrawal without stating a reason does not exclude complaints, especially when the goods are defective, do not correspond to the agreed dimensions or print, or
other grounds for RTP’s liability exist. We describe the complaint rules below.
4 Contractual Returns for Other Entrepreneurs
4.1. For entrepreneurs who are not Privileged Entrepreneurs, RTP grants a contractual right of withdrawal within 14 days of receiving the goods, without stating a reason. This right does not cover products made according to individual specifications or for individualized needs, as referred to in point 3.1.
4.2. The condition for this contractual return is the return of the goods in an undamaged state, allowing for resale, in original packaging and properly secured, including protective film. In case of non-fulfillment of these conditions, RTP may refuse to accept the contractual return or accept it with an appropriate reduction of the refunded amount, indicating the reason and method of settlement to the Buyer. These conditions do not apply to Consumers or Privileged Entrepreneurs exercising statutory withdrawal.
4.3. Points 2.3-2.7 apply to the submission of a statement, the deadline for returning goods, shipping costs, and payment refunds. In this case, these are the contractual conditions for the granted return. The rule for extending the period described in point 2.2 does not apply to this entitlement.
5 How to Lodge a Complaint
5.1. A complaint can be submitted by email to info@rtp-radom.eu or in writing to the RTP address indicated in point 1.1. You can also contact us by phone to arrange the method of submitting the complaint and collecting the goods. Using a specific form is not a condition for processing a complaint.
5.2. For efficient service, please provide data allowing identification of the Buyer and the purchase, the goods covered by the complaint, a description of the problem, the date of its discovery, the expected resolution, and contact details for a response. The order number or proof of purchase is helpful. We do not require only a receipt or its original. A purchase can also be proven, for example, by an invoice, payment confirmation, or correspondence. Photos may facilitate assessment but are not a mandatory attachment to every submission. The lack of an order number or purchase document in itself does not justify refusal if the purchase can be established otherwise.
5.3. We respond to complaints within 14 calendar days of receipt, by email or on paper. Failure to respond within this period means acceptance of the complaint. We also apply this principle to entrepreneurs. This is a response period, not a general period for every repair or replacement. The deadlines for fulfilling obligations result from point 6 or 8.
5.4. If the goods are needed for processing or fulfilling the complaint, we will determine the method of making them available, collecting, or delivering them. Submitting a complaint does not require prior consent from RTP. Original packaging is not a condition for processing a complaint. The rules for bearing costs depend on the basis of the complaint and are described in points 6-8.
5.5. Damage during transport should be documented with photos and a carrier’s report. The lack of a report does not deprive the Consumer or the Privileged Entrepreneur of their rights against RTP due to non-conformity of goods with the contract. We do not make their complaints dependent on compensation payment by the carrier. Do not send complained goods cash-on-delivery; the transport method is agreed upon taking into account RTP’s obligations regarding its costs.
6 Non-Conformity of Goods with the Contract
6.1. Towards the Consumer and the Privileged Entrepreneur, RTP is liable for the non-conformity of goods with the contract under the provisions of Chapter 5a of the Consumer Rights Act. Liability covers non-conformity existing at the time of delivery and disclosed within two years of delivery, unless the period of suitability of the goods for use, determined in accordance with the Act, is longer. Non-conformity disclosed within two years is presumed to have existed at the time of delivery, unless proven otherwise or the presumption cannot be reconciled with the specificity of the goods or the nature of the non-conformity. RTP cannot invoke the expiry of this period if it fraudulently concealed the non-conformity.
6.2. The Buyer may demand repair or replacement. RTP may propose the latter of these methods if the one chosen by the Buyer is impossible or would incur excessive costs. If both methods are impossible or would incur excessive costs, RTP may refuse to bring the goods into conformity with the contract. The assessment takes into account the circumstances indicated in the Act, including the significance of the non-conformity, the value of conforming goods, and the inconvenience for the Buyer.
6.3. We carry out repair or replacement within a reasonable time from being informed of the non-conformity, without undue inconvenience to the Buyer. RTP bears the costs, including transport, labor, and materials. The Buyer makes the goods available, and RTP collects them at its own expense. If the goods were installed before the non-conformity was disclosed, RTP also bears the costs of their dismantling and reassembly after repair or replacement. In case of replacement, the Buyer does not pay for the ordinary use of the replaced goods.
6.4. The Buyer may demand a price reduction or withdraw from the contract due to non-conformity if RTP refused repair and replacement under statutory rules, did not properly fulfill its obligations, the non-conformity persists despite attempts to remove it, is significant enough to immediately justify a price reduction or withdrawal, or it results from RTP’s statement or circumstances that the goods will not be brought into conformity within a reasonable time or without undue inconvenience.
6.5. The price reduction should correspond to the proportion of the value of the non-conforming goods to the value of the goods conforming to the contract. Withdrawal is not applicable if the non-conformity is
insignificant; however, it is presumed to be significant unless proven otherwise. When the problem concerns part of the goods, withdrawal may cover these goods, as well as other goods purchased together with them, if it cannot reasonably be expected that the Buyer will retain only the goods conforming to the contract.
6.6. We refund the amount resulting from the price reduction immediately, no later than 14 days from receiving the statement of price reduction. In case of withdrawal due to non-conformity, the Buyer returns the goods immediately at RTP’s expense, and RTP refunds the price immediately, no later than 14 days from receiving the goods or proof of their dispatch. We use the same payment method, unless the Buyer expressly agrees to another, without additional costs. The Buyer may withhold payment of the price until RTP fulfills its obligations regarding repair, replacement, price reduction, or withdrawal.
7 Complaints of Other Entrepreneurs
7.1. In relations with entrepreneurs who are not Privileged Entrepreneurs, RTP’s liability under warranty for physical defects is excluded on the basis of Article
558 § 1 of the Civil Code. The exclusion is ineffective if RTP fraudulently concealed the defect. It does not cover warranty for legal defects or liability for non-conformity of goods with the contract towards the Consumer and the Privileged Entrepreneur.
7.2. The above exclusion does not abolish the guarantee described in point 8 or rights arising from other legal bases, in particular claims resulting from non-performance or improper performance of the contract, if their prerequisites are met. A complaint can be lodged in accordance with point 5. In the case of a justified complaint, RTP bears the costs of delivering the defective goods and returning them after repair or replacement; for a guarantee complaint, point 8.4 applies.
8 RTP Guarantee
8.1. RTP, as the guarantor indicated in point 1.1, grants a 12-month guarantee for goods purchased in the store, counted from the date of delivery of the goods to the Buyer. The guarantee covers manufacturing defects and damage caused by the manufacturer’s fault. It also applies to products made according to individual specifications.
8.2. If a defect covered by the guarantee is disclosed during its validity period, RTP removes the defect or delivers goods free from defects. The guarantee does not cover normal wear and tear or damage caused by improper use, washing, or maintenance, inconsistent with the intended purpose and provided recommendations, or damage caused by self-modification. The mere fact of using the product or modification unrelated to the disclosed defect does not justify refusal of guarantee service.
8.3. A guarantee complaint should be submitted in accordance with point 5, describing the defect and providing information allowing the purchase and guarantee period to be established. Indicating that the Buyer is using the guarantee facilitates service. We do not require the use of a special form or original packaging.
8.4. The goods should be made available or delivered at RTP’s expense to the address in point 1.1, after agreeing on the transport method. If circumstances require the defect to be removed at the location where the goods are situated, we take this into account when organizing the repair. We fulfill guarantee obligations immediately, no later than 14 days from the delivery of the goods to RTP, and we bear the cost of returning the goods under the provisions of Article 580 of the Civil Code.
8.5. After replacement of the goods or significant repair, the guarantee period runs anew from the delivery of defect-free or repaired goods to the Buyer. In case of partial replacement, this applies to that part. In other cases, the guarantee period is extended by the time during which the Buyer could not use the goods due to a defect covered by the guarantee.
8.6. In case of non-conformity of goods with the contract, the Consumer and the Privileged Entrepreneur are entitled by law to legal remedies against RTP and at
its expense. The guarantee does not limit or exclude these remedies. The twelve-month guarantee period does not shorten the statutory period of liability for non-conformity.
The Buyer may exercise their statutory rights independently of the guarantee. The guarantee document is provided with the goods on paper or another durable medium; it can also be requested from RTP.
9 Personal Data
9.1. The administrator of data provided in connection with a return or complaint is RTP. We use the data to handle the submission and settlements, fulfill legal obligations, and establish, pursue, or defend claims, depending on the case, based on Article 6, paragraph 1, letters b, c, or f of the GDPR. In the case of a person acting on behalf of the Buyer, the basis for processing their data is RTP’s legitimate interest in conducting correspondence and exercising rights related to the contract.
9.2. The Data Protection Officer can be contacted at iod@rtp-radom.eu. Detailed information on data processing, storage periods, and applicable rights can be found in the Privacy Policy available at https://rtp-radom.eu/polityka-prywatnosci/.
