Complaints & Returns

After-sales procedure — returns and complaints

01

Very Important Formal Notice

All submissions (both returns and complaints) are accepted only electronically, via the dedicated forms available on our website.

  • Information sent by email, WhatsApp, SMS or provided by telephone is for information purposes only and does not constitute the formal submission of a withdrawal statement or the initiation of the complaints procedure.

  • Please do not send or bring goods to the company's registered-office address before completing the relevant form and receiving confirmation – unsolicited shipments will not be accepted by the warehouse.

02

Return of Goods (Withdrawal from the Contract within 14 Days)

Your right to withdraw from the contract without giving a reason depends on the purchasing method you selected:

A

Delivery by Pallet Freight (Mode B)

Who may return the goods? The right to withdraw from the contract within 14 days without giving a reason is available only to Consumers and Entrepreneurs with consumer rights (sole traders purchasing goods outside the scope of their professional activity).

How do I submit a request? Only by completing the Return Form available under the Returns tab on our website.

Return address and location: The receiving warehouse is located in Poland. You will receive the current address of the appropriate warehouse and safe-packing instructions by email immediately after the form has been approved.

Transport costs: The Buyer bears the full cost of pallet freight for the return shipment.

Preparing the engine for shipment: All operating fluids must be completely drained from the returned engine/gearbox (oil, coolant), and the goods must be securely fastened to a pallet. The goods must remain in an undiminished condition (unused).

B

Direct Delivery with On-site Inspection (Mode A)

Where a purchase is carried out by direct transport at your individual request and the contract is concluded in person after prior on-site inspection of the goods, the statutory 14-day right of return does not apply (in accordance with EU and Polish law and Section 12 of the Terms and Conditions).

Goods free from hidden defects, inspected and accepted upon delivery, cannot be returned 'on request' or because you have changed your mind.

03

Complaints Procedure (Statutory Warranty / Technical Defects)

If you discover a technical fault after installing the engine or gearbox, the complaint procedure is as follows:

Step 1

Submit the complaint using the form

Complete the Complaint Form available under the Complaints tab on our website. To enable us to assess the complaint, attach the following to the form:

Submit a complaint
  1. 1

    An itemised invoice/receipt issued in your name by a professional workshop confirming the installation and listing the new parts used (complete timing system, filters) and operating fluids.

  2. 2

    A diagnostic report from a computer scan.

  3. 3

    A video recording of the engine's first start-up confirming that the system was bled.

Step 2

Verification and transport instructions

After reviewing the documentation, we will respond to the complaint within 14 days. If a workshop assessment is required, we will provide the exact address of the warehouse/service centre in Poland to which the goods must be delivered.

Step 3

Return the goods for verification

Absolute obligation to drain fluids: Before dispatching the complaint pallet, the workshop is strictly required to drain all oil and coolant from the engine. Any leaks in transit and resulting freight penalties will be charged to the sender.

The goods must be complete, securely strapped to the pallet and have intact security seals.

⚠️ Dismantling the engine without authorisation, removing the cylinder head, carrying out repairs yourself or breaking the seals before our technical verification may result in the complaint being rejected immediately because it will no longer be possible to determine the cause of the fault.

Contact

For matters related to complaints and returns, contact us:

E-mail info@motoren24.pro