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Returns & complaints

Returns, complaints and withdrawal

These rules cover returns, complaints, warranty and withdrawal from distance contracts. Seller: FIRMA KISTOWSKI SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, Tworzanki 2, 64-130 Tworzanki, Poland, VAT ID PL6972416719, email biuro@kistowski.shop, phone +48 600 785 190.

1. Withdrawal from a distance contract

  1. A consumer may withdraw within 14 days without giving a reason unless a statutory exception applies.
  2. The period starts when the consumer or their designated third party receives the product.
  3. Send the statement to biuro@kistowski.shop or the seller’s registered address before the deadline.

2. Returning the product

  1. Return the product no later than 14 days after notifying the seller.
  2. The consumer bears direct return costs, including pallet or freight transport.
  3. The product must be secured for transport; the consumer is responsible for reduced value caused by excessive use.

3. Refunds

  1. Refunds are made within 14 days of receiving the withdrawal statement.
  2. The seller may wait until the product or proof of return is received.
  3. The original payment method is used unless another free method is expressly agreed.

4. Special products and services

  1. Withdrawal may not apply to products sourced or prepared to an individual specification.
  2. A fully performed remanufacturing service may be exempt after the consumer’s prior express consent.
  3. Old gearbox exchange and core settlement are agreed separately with the order.

5. Complaints and warranty

  1. Submit a complaint by email, phone or post with the order or invoice number, issue description, date and helpful photos.
  2. The seller responds within 14 days after receiving a complete submission or the product if inspection is required.
  3. Selected fully remanufactured gearboxes have up to 12 months warranty. Incorrect installation, unsuitable oil, misuse, mechanical damage or unauthorised repairs are excluded.