Raja Trading | The Urban Garden Store

What should I do in case of a damaged parcel at the door? 

If the package is damaged or the box looks opened, please inform the driver immediately and refuse the package! If you do accept the parcel, we ask you to take 5 high-quality photos of the damaged package at the door in the presence of the delivery driver. If possible, with the delivery man in the background. In order to settle possible claims, you will need a signed form on receipt of a damaged parcel from the delivery service. Only in this case can we claim on our transport insurance for you. After that, please contact us as soon as possible. 

What should I do with a damaged product? 

If the product you ordered is damaged or the packaging has been opened and a part of your order is missing, immediately take 5 high-quality photos of the damaged or missing product still in the packaging. It is very important here that the packaging materials and the packaging method are as clear as possible in the photo. Only then will we be able to claim on our transport insurance for you. Please contact us as soon as possible afterwards. 

What should I do to cancel a purchase? 

It may happen that after you have purchased a product you find out that you would actually have liked to order another product. In that case, contact us within 14 days of receiving the products to return or exchange the purchase. The product can only be returned unused and, if possible, in the original packaging. You can use the model withdrawal form below for this purpose. From the moment of cancellation, you must return the product within 14 days. The product must therefore be returned to us no later than 28 days after you received it. 

In this case, the costs of returning the product are always at your own expense. As soon as we have received the product back, we will refund you the purchase amount including shipping costs within 14 days. In principle, the refund will be made via the same means of payment you used during checkout. Refunds will only be made via another payment method if you agree to this at our request. 

What can I not return or exchange as a consumer? 

Unfortunately, it is usually not  possible to exchange or return items ordered exclusively according to your specifications. This concerns items that are not prefabricated and are manufactured based on an individual choice or decision by the consumer, or are clearly intended for a specific person; 

The same applies to articles that spoil quickly or have a limited shelf life; 

Also hygienic items or items with a health risk cannot be returned if the seal has been broken.

Model withdrawal form: 

Model withdrawal form (only complete and return this form if you wish to withdraw from the contract) 

- To: [ name of entrepreneur]
[ geographic address entrepreneur]
[ fax number of entrepreneur, if available]
[ e-mail address or electronic address of entrepreneur] 

- I/We* hereby inform/share* you that I/We* have concluded our agreement concerning
the sale of the following products: [product designation]*
the supply of the following digital content: [digital content designation]*
the supply of the following service: [service designation]*,

- Ordered on*/received on* [date of order in the case of services or receipt in the case of products].
- [Name of consumer(s)]
- Address consumer(s)]
- [Signature of consumer(s)] (only if this form is submitted on paper) 

* Delete what does not apply or fill in what is applicable.

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