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Frequently asked questions

FREQUENTLY ASKED QUESTIONS

WHEN WILL I RECEIVE A RETURN A REQUESTED REFUND?

The order amount will be refunded to your account as soon as possible, but within two weeks at the latest. We are dependent on our payment partners and the banks for the execution of this. After we have requested a refund, it takes on average a few working days before the order amount is returned to your account. 

WHEN WILL MY ORDER BE DELIVERED?

We always strive to have your order delivered to you within 2 working days after receipt of payment, within the Netherlands. This provided the product is available from the supplier and the order must be delivered to the mainland of the Netherlands. 
Note: For deliveries, we are also dependent on our shipping partner. We cannot be held responsible for any errors, damage or delays caused by the shipping partner. What we can do is find out what the hand is. You create a ticket for this.

CAN I RECEIVE MY PARCEL VIA A PICKUP POINT?

Would you like to order something, but are you unable to receive your parcel at home or at work? You can also pick up your parcel at one of the more than 2800 DHL Benelux Service Points. Some of these locations are also open in the evening, on weekends or 24/7 and there is a good chance that you will find one or more pickup points within a few kilometres of your home. Your parcel will be delivered at a pick-up point nearby.

NOTE: The maximum dimensions for shipment via a DHL ServicePoint are 80x50x35 cm (l-b-h). The maximum weight is 20 kg.

1) During the ordering process, select the shipping option; Delivery via DHL SERVICEPOINT.
2) If you have a pickup point in mind, you can clearly indicate it in the NOTE field during the ordering process. 
3) Otherwise, we will select a pickup point near you ourselves.

CAN I ALSO SEND THE AMOUNT OF THE INVOICE BY POST?

No, you can't send the money. We are not responsible for any funds sent by you. You can, however, prepay the invoice by bank or pay the amount in cash as soon as you pick up the products. For orders to be delivered it is possible to pay by means of cash on delivery.

CAN I GET MY MONEY BACK FOR PRODUCTS BOUGHT IN THE STORE?

Unfortunately, because this has been abused in the past, we no longer offer it. Of course we can exchange your product for another product(s) or provide you with a voucher for the same amount.

IS IT ALSO POSSIBLE TO ORDER LARGE QUANTITIES?

Of course that's possible. Please contact us and we will be happy to make you a tailor-made offer.

HOW DO I GET THE LOWEST PRICE GUARANTEE?

  • The article should be identical.
  • The price difference must be controllable by Raja Trading.
  • The warranty must be claimed within five days of purchase.
  • The guarantee only applies to prices found at another garden centre.
  • The warranty does not apply to product sets or composite products.
  • The warranty does not apply to offers, sales, clearance sales & seasonal sales.
  • The warranty does not apply to a competitor's price guarantee or prices resulting from individual negotiations.
  • In case of suspicion of abuse or fraudulent actions Raja Trading has the right to reject the claim for this price guarantee.

WHAT ABOUT THE WARRANTY CONDITIONS OF THE PRODUCTS?

We apply the warranty conditions of the respective manufacturers or wholesalers. Should a defect occur, please contact us.

WHAT SHOULD I DO IF I AM NOT SATISFIED WITH A PRODUCT?

It is of course annoying if you are not satisfied with the product you have purchased. In that case we ask you to contact us as soon as possible. This can be done by e-mail, regular mail and/or by telephone. Our staff will then contact you shortly to solve the problem to everyone's satisfaction.

If you are not satisfied with our handling you can always contact the mediation department of Stichting Webshop Keurmerk where Raja Trading is affiliated. If, for any reason, the attempt at mediation does not lead to a satisfactory solution, it is ultimately possible to submit your dispute to an independent Dispute Commission (SGC).

WHAT DO I HAVE TO DO TO CANCEL A PURCHASE? 

It is possible that after purchasing a product you find out that you actually wanted to order another product. In that case, please contact us within 14 days of receipt of the products to return or exchange the purchase. The product can only be returned unused and, if possible, in its original packaging. You can use the model revocation form below. From the moment of cancellation you must return the product within 14 days. In this case, the costs of returning the goods are always for your own account. As soon as we have received the product back or you have provided us with a proof of delivery, we will refund the purchase price including shipping costs within 14 days after your cancellation. If we do not receive a product or proof of delivery within 14 days, we will wait with a refund. In principle, we will repay you using the same method of payment that you have used to pay for your order. Repayment by another means of payment is only possible if you agree to it at our request.

CAN I RETURN OR EXCHANGE SPECIALLY ORDERED OR ELECTRICAL PRODUCTS?

Unfortunately, it is usually not possible to return items specially ordered for you. If your order has a product for which this applies, we always inform you in good time. Since incorrect use of electrical equipment, including light sources, can lead to a malfunction, they cannot be returned or exchanged.

Click here for the Returns Form.

HOW DOES SECURE CONNECTION WORK? 

An SSL certificate provides a secure encrypted connection between a server and a client. This prevents a third party from intercepting the information between the two computers. This allows you to order and pay in complete safety, without any third party being able to see this. You can see that you are on a secure page, if you see a lock in the top left corner of the address bar.

HOW DO YOU DEAL WITH PRIVACY?

Your personal data will be included in the customer database of Raja Trading B.V. and will only be used for the processing of your order. All known personal data will be used in accordance with the Data Protection Act (Wpb). This information is for our own use only and will not be provided to third parties in any way whatsoever other than for the shipment of your order. 

Read more about our Privacy Policy here. Your personal data will be included in the customer base of Raja Trading B.V. and will only be used for the processing of your order. All personal data known to us will be used in accordance with the Dutch Data Protection Act (Wpb). This information is for our own use only and will not be provided to third parties in any way whatsoever other than for the shipment of your order. 

TARIFFS

All rates listed on the webshop are inclusive of 21% VAT.

GENERAL TERMS AND CONDITIONS

Read more here for our General Terms and Conditions Webshop Raja Trading BV.

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