RWGMETAL attaches great importance to the quality and conformity of its products. In case of problems, we offer our customers a simple and transparent complaint and return process that complies with the current regulations of the European Union as well as the provisions of the CMR Convention for international road haulage.

1. Conditions for returning products
Right to cancel

According to EU Directive 2011/83/EU, the customer has the right to withdraw from the purchase contract within 14 calendar days of receipt of the goods without giving any reason.

condition of the returned product
Return is only possible if the product is in an intact condition, i.e. it has not been used, is complete and undamaged, including the original packaging and all accessories.

restrictions on return
Custom-made products (e.g. products with special dimensions, colors outside the RAL palette or special technical parameters) are excluded from return unless the product has defects or does not correspond to the order.

withdrawal procedure

To withdraw from the contract, please contact us by email at info@rwgmetal.com or via complaint form and return the product. The product should be properly packaged to avoid damage during transport.

Refund
After receiving and inspecting the returned product, RWGMETAL will refund the amount to the account indicated by the customer within 7 working days.

2. Complaints and warranty
Warranty period
We offer a 24-month warranty on all products offered by RWGMETAL. The warranty covers manufacturing defects and hidden defects that occur during normal use.

complaint report
To report a complaint, please contact us by email at info@rwgmetal.com or via complaint form. Please provide the following information:

– order or invoice number,
– Exact description of the defect or damage,
– Photos to document the damage (if applicable).

complaint procedure
The complaint will be examined within 3 working days of receipt. If the complaint is accepted, RWGMETAL will offer one of the following solutions:

– Repair of the defective product,
– Replacement of the product with a new one,
– Reimbursement of the entire purchase price.
– Shipping costs in case of complaint

If the complaint is accepted, RWGMETAL will cover the shipping costs for repairing or replacing the product.

3. Liability for transport according to the CMR Convention
All international shipments from RWGMETAL comply with the requirements of the CMR Convention:

product security during shipping
RWGMETAL ensures that the goods are protected during transport. Shipments are prepared according to CMR standards and packaging norms to avoid damage.

Reporting of Transport Damage
In case a product is damaged during transport, the customer should report the damage to the carrier upon receipt of the goods and immediately inform RWGMETAL. The complaint must include the CMR consignment note number and photos of the damage.

Complaints about transport damage
If a transport damage claim is submitted and accepted, RWGMETAL will take over the claim procedure with the carrier and provide appropriate compensation or exchange the product in accordance with the CMR regulations.

responsibility for international transport of goods
RWGMETAL undertakes to monitor the status of shipments and to inform customers of the progress of the delivery until the goods reach their destination. In case of problems such as damage to the goods during transport, RWGMETAL will make every effort to solve the problem quickly and effectively in accordance with the CMR regulations.

4. Contact and support
If you have any questions or need assistance with returns, complaints or shipping, please contact our customer service:

E-Mail: info@rwgmetal.com
Phone: + 49 179 6982 492
Phone: + 48 533 301 7111

Customer service opening hours: Monday – Friday, 8:00 a.m. – 16:00 p.m.