1. Shared contact for returns and complaints

We accept all reports concerning returns, withdrawal from the contract, complaints, damaged shipments and core-deposit items at the following shared address:

Contact us before sending the item. Include the order number and seller’s name in your message. We will reply with the correct shipping address and further instructions. The address depends on the seller responsible for the order.

2. Withdrawal from the contract and return of goods

As a rule, a consumer who has entered into a distance contract may withdraw from it without giving a reason within 14 days of receiving the goods. This right may also apply to a natural person conducting business activity where the statutory conditions are met in the particular case.

To meet the deadline, it is sufficient to send a clear statement of withdrawal before the deadline expires to [email protected]. We do not require the use of an external online form.

What should the message include?

• order number;
• the buyer’s full name or business name;
• the seller’s name shown with the order;
• the product name or number and the quantity being returned;
• a clear statement of withdrawal from the contract;
• contact details enabling us to reply.

Condition of returned goods

The buyer may inspect the nature, characteristics and functioning of the goods in the same way as they could in a physical store. However, the buyer is liable for any reduction in value caused by handling beyond what is necessary for such an inspection.

Please return the goods complete, properly protected and, where possible, with the original packaging, accessories and documentation. The absence of the original packaging does not in itself exclude the statutory right of withdrawal, but the packaging must protect the goods from damage.

Return shipping costs

The buyer bears the direct cost of returning goods following withdrawal from the contract, unless the seller has agreed to bear it or the return results from the seller’s error. In the case of a complaint, the appropriate seller bears justified complaint-handling costs in accordance with the law.

3. Refunds

The appropriate seller will refund the payments received without undue delay and no later than 14 days after receiving the statement of withdrawal, subject to the rules arising from applicable law.

The seller may withhold the refund until the goods are received or proof of return is provided, whichever occurs first.

Proof of return should make it possible to link the shipment to the correct order, the returned goods and the address specified for that return. A dispatch receipt that cannot be linked to a specific return may need to be supplemented.

After receiving the shipment, the seller checks its contents, completeness and the condition of the goods. If the shipment does not contain the returned goods or their value has been reduced due to handling beyond what was necessary for inspection, the seller may claim the appropriate amount or compensation from the buyer.

As a rule, the refund is made using the same payment method used for the purchase, unless the buyer agrees to another method that does not involve additional costs. If the buyer chose a delivery method more expensive than the least expensive standard option offered for the order, the seller is not required to refund the additional cost of that option.

4. Complaints — goods not conforming to the contract

The seller identified in the order is responsible for the goods’ conformity with the contract. In consumer sales, the seller’s liability for a lack of conformity generally lasts for 2 years from the date the goods are delivered, unless the law or a longer shelf life provides otherwise.

The consumer may request repair or replacement. In circumstances provided by law, the consumer may also request a price reduction or withdraw from the contract. The seller responds to a consumer complaint within 14 days of receiving it.

Complaint form

You may use the form in your preferred format and send it to [email protected]:

Include with your complaint

• the order number and seller’s name;
• a description of the problem and the date it was noticed;
• the remedy requested;
• photos or a recording showing the problem, if they may assist with assessment;
• proof of purchase or other information that confirms the purchase;
• the completed PDF or XLS form, if used.

Wait for instructions before sending goods covered by a complaint. Once the seller has been identified, we will provide the correct address and information about the next steps.

Complete information speeds up the review. However, the absence of a form or receipt cannot automatically deprive a consumer of statutory rights if the purchase and the validity of the complaint can be demonstrated in another way.

5. Damaged shipment

If the packaging or goods are damaged, inspect the shipment in the courier’s presence where possible and ask for a damage report. Take photos of the packaging, shipping label, protective materials and damaged product.

Send the report and photos without delay to [email protected], and include the order number and seller’s name. Courier documentation helps establish what happened during transport and pursue claims against the carrier.

6. Return and exchange of core-deposit items

Before returning a removed part covered by a remanufacturing programme, write to [email protected]. We will confirm whether the product qualifies for a core-deposit return, identify the seller and provide the correct address.

Core return rules

• the buyer bears the cost of returning the core unless the seller states otherwise;
• the core must be returned complete and in the packaging in which the new part was delivered, if required by the manufacturer’s programme;
• the deposit is refunded after the core is accepted by the manufacturer or the operator of the remanufacturing programme;
• the assessment may cover completeness, type of wear and suitability for remanufacturing;
• mechanical damage, missing integral components, or alterations such as cracks, drilling, damaged threads or bending may result in refusal of the core;
• the time required to assess the core and refund the deposit depends on the conditions of the manufacturer or programme operator.

Important: the deadline and detailed core return conditions may vary depending on the product, manufacturer and seller. Report the return as soon as possible and obtain confirmation of the address and conditions for the specific order before shipping.