Every return or complaint starts with a message to us. Write to us through the contact form with your order number, a short description and photos. We review each case and then send you the instructions and the return address. Parcels sent without our instructions are not accepted and are returned at the sender’s cost.
1. Check the parcel when it arrives
- Check the packaging in front of the courier. If it is damaged, opened or wet, ask the courier to write a damage report — or refuse the parcel.
- Open the parcel and check the parts on the day of delivery.
- Report transport damage within 48 hours of delivery, with photos of the outer packaging (all sides and the shipping label), the inside of the parcel, the part and the damage, and the courier’s damage report if there is one.
- Keep the packaging and the part as delivered until the case is closed — the carrier may need to inspect them.
When the transport damage is confirmed, we send a replacement or refund the damaged part and its delivery cost.
2. Wrong part sent by us, or a defective part
If you received a different part than the one you ordered (a different catalog number), or the part has a manufacturing defect, contact us before fitting it. After we confirm the case, we arrange the exchange or the refund, including the delivery costs.
A part delivered with the catalog number you ordered is not a wrong part, even if it does not fit your vehicle. Please check the catalog number for your car (VIN) before ordering — if you are not sure, ask us first and we will help.
3. Business customers
For purchases by businesses, parts can be returned or exchanged only in these cases:
- transport damage reported within 48 hours of delivery (section 1);
- a wrong part sent by us (section 2);
- a manufacturing defect confirmed by us or the manufacturer, on a part that has not been fitted.
Other returns — a part ordered with a wrong catalog number, a part that is no longer needed or does not fit the vehicle — are not accepted. The statutory warranty for defects (rękojmia) is excluded for business customers (Art. 558 of the Polish Civil Code). For a confirmed defect we replace the part or refund its price, at our choice; we are not liable for fitting or removal costs, vehicle downtime or lost profits.
4. Private customers (consumers)
Withdrawal within 14 days
A consumer may withdraw from a contract concluded online within 14 days of receiving the parts, without giving a reason. This right is given by law (the Polish Consumer Rights Act, implementing EU Directive 2011/83/EU) and cannot be excluded by a store’s rules. These are the conditions:
- Tell us within 14 days of receiving the parts — through the contact form or by post (a model form is attached to the Terms of Service). We then send you the return address.
- Send the parts back within 14 days of telling us, well packed — preferably in the original packaging.
- You pay the cost of sending the parts back. For large or heavy parts and pallet shipments this cost can be significant.
- Fitted, connected, coded or used parts lose their value. A part that has been installed in a vehicle, connected to its electrical system, coded or programmed, filled with fluids, or that shows marks of installation (tool marks, scratches on mounting points, broken seals) can no longer be sold as new. You are liable for this loss in value, and the deduction can be as high as the full price of the part. Check parts only as you would in a shop — without fitting them.
- Missing or damaged original packaging, labels or protective covers also reduce the value of a part; we deduct the resulting loss.
- We refund the payment, including the original standard delivery cost, within 14 days of receiving your statement, using the same payment method. We may wait until the parts are back with us or you have shown that you sent them.
- The right of withdrawal does not apply to parts made or modified to your individual specification (for example cut to length, painted or coded at your request).
Parts that do not conform with the contract
Consumers are also protected by law for two years when goods do not conform with the contract. Report it through the contact form; you may ask for repair or replacement, and in the cases set out by law a price reduction or withdrawal. Normal wear, incorrect installation and use in a vehicle the part is not intended for are not a lack of conformity.
The rules in this section apply to consumers and to sole traders buying for purposes that are not professional for them. They do not limit any right such a customer has under mandatory law.