How Ordering Works
Rawrawk products are built to order in small batches. There is no automated shopping cart on this website. You send us an enquiry, we reply by email with a personalised shipping quote and an invoice you can settle by card or by bank transfer, and your build enters the queue once payment is received. All prices, shipping costs, duties, and delivery estimates are confirmed in writing in that quote before you pay anything.
If you pay by card, the charge is taken by our regulated payment provider — we do not handle or store your card details at any point. Card payments typically give more buyer protection than a plain bank transfer, but the exact rights depend on your card type, country of residence, and the provider's rules.
Shipping Origin
All Rawrawk products are shipped from Portugal.
International Shipping
We ship within the EU, UK, US, and to selected international destinations.
For deliveries outside the EU, customers are responsible for any import duties, taxes, customs fees, brokerage charges, or other charges imposed by their country. These charges are not included in the product price or shipping cost unless we have stated otherwise in writing in your quote.
Rawrawk does not cover or reimburse these charges.
If an order shipped outside the EU is refused, abandoned, or returned because import duties, taxes, customs fees, or delivery charges were not paid, the customer will be responsible for any shipping, return shipping, customs, storage, handling, or courier costs incurred.
These reasonable costs may be deducted from any refund. Where the returned product requires inspection, repackaging, or resale processing, a restocking fee may also apply, up to a maximum of 30% of the order value. This restocking fee does not apply where you are exercising a statutory right of withdrawal, or where the product is faulty, damaged, incorrect, or not as described.
Your Right to Cancel (EU & UK)
If you are a consumer resident in the EU or the UK, you have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving any reason. To exercise it, tell us in a clear statement — email hello@rawrawk.com is fine — before the 14 days expire. You then have a further 14 days to return the goods.
We reimburse all payments received from you, including standard outbound delivery costs, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back or you have supplied proof of return, whichever is earlier.
Beyond the statutory 14 days, Rawrawk voluntarily extends this to 30 days (see below). The voluntary extension is offered in addition to, and does not limit, your statutory rights.
Note: the statutory right of withdrawal may not apply to goods made to your individual specification or clearly personalised. Where a build is standard-configuration, we do not rely on this exemption.
Returns and Exchanges
Return Eligibility
In addition to the statutory rights above, Rawrawk offers a voluntary return or exchange window of 30 days from delivery.
To qualify for the voluntary 30-day window, products must be returned in original, undamaged, resaleable condition, with all accessories and original packaging where reasonably possible.
Customers may carefully inspect and test the product, but Rawrawk may deduct any loss in value caused by damage, misuse, missing parts, or handling beyond what is necessary to inspect or test the product.
Legal Guarantee of Conformity
Separately from returns, every Rawrawk product carries the statutory legal guarantee of conformity. For consumers resident in Portugal this is three years from delivery under Decreto-Lei n.º 84/2021. For consumers resident elsewhere in the EU or in the UK it is at least two years, according to the law of your country of residence.
During this period, if a product does not conform to the contract — including through a manufacturing defect — you are entitled to repair, replacement, a price reduction, or a refund, in accordance with applicable law. Contact us at hello@rawrawk.com. Nothing in this policy limits these rights.
How to Initiate a Return
Please contact us at hello@rawrawk.com with your order number and reason for the return. We will provide instructions on how and where to send your return.
Return Shipping Costs
For eligible EU and UK returns, Rawrawk provides free return shipping where this is stated on the product page or confirmed in your quote.
For returns from outside the EU and UK, customers are responsible for return shipping costs unless the product is faulty, damaged, incorrect, or not as described.
If the return is due to an error on our part, such as an incorrect or defective product, Rawrawk will cover the reasonable cost of return shipping.
Refunds
Once your returned item is received and inspected, we will notify you by email regarding the approval of your refund.
If approved, your refund will be issued to the bank account used for the original payment. Where you are exercising your statutory right of withdrawal, we refund within 14 days as set out above; for voluntary returns, refunds are typically processed within 5–10 business days.
Rawrawk may deduct any loss in value caused by damage, misuse, missing parts, or handling beyond what is necessary to inspect or test the product.
Damaged or Defective Products
If your product arrives damaged, defective, incorrect, or not as described, please contact us as soon as possible at hello@rawrawk.com.
Please include your order number, photos, and a description of the issue. We will assess the problem and arrange a repair, replacement, refund, or other remedy in accordance with applicable consumer law.
Exchanges
Exchanges are subject to product availability.
If you would like to exchange an item, please contact us at hello@rawrawk.com to arrange the exchange.
Shipping fees for exchanges may be the customer's responsibility unless the exchange is due to a faulty, damaged, incorrect, or misdescribed product.
Contact Information
For any questions or assistance related to shipping and returns, please contact us at hello@rawrawk.com.