Returns & complaints
Returns, complaints and withdrawal
These rules describe returns, complaints, warranty handling and withdrawal from distance contracts. Seller: Firma Kistowski Jędrzej Kistowski, Tworzanki 2, 64-130 Tworzanki, Poland, VAT ID: PL6971923087, REGON: 411503504, email: biuro@kistowski.shop, phone: (+48) 600 785 190.
1. Withdrawal from a distance contract
- A consumer who concluded a distance contract may withdraw within 14 days without giving a reason, unless a statutory exception applies.
- The period starts when the consumer, or a third party indicated by the consumer other than the carrier, receives the product.
- The withdrawal statement may be sent to biuro@kistowski.shop or by post to the seller's registered address.
2. Returning the product
- The product should be returned no later than 14 days from the day the seller was informed about withdrawal.
- The consumer bears direct return costs, including pallet or freight transport if the product cannot be returned by regular post.
- The consumer is responsible for any decrease in product value caused by using it beyond what is necessary to check its nature, features and functioning.
3. Refunds
- Refunds are made no later than 14 days after the seller receives the withdrawal statement.
- The seller may withhold the refund until the product is returned or proof of return shipment is provided.
- Refunds are made using the same payment method used in the transaction unless the customer expressly agrees otherwise and no additional cost is charged.
4. Special products and services
- The right of withdrawal may not apply to non-prefabricated products sourced or prepared according to the customer's specification or individualized needs.
- A regeneration service fully performed with the consumer's express consent may exclude withdrawal rights if the consumer was informed before service started.
- The old gearbox exchange and core settlement process is separate from statutory consumer withdrawal rights and is agreed with the order.
5. Complaints and warranty
- Complaints may be submitted by email, phone or post. Please include customer details, order or invoice number, issue description, date and photos where helpful.
- The seller reviews complaints within 14 days of receiving a complete submission or the product where inspection is required.
- Selected fully remanufactured gearboxes may be covered by up to 12 months warranty. Warranty scope and duration are confirmed in the invoice, warranty document or individual offer.
- Warranty does not cover incorrect installation, missing or improper oil, misuse, mechanical damage, unauthorized modifications or repairs.