How to submit a complaint: Complaints are accepted exclusively electronically via the complaint form available in the "COMPLAINTS" section of the Seller's website. Submissions sent by email, online messenger (e.g. WhatsApp), SMS or made by telephone are for information purposes only and do not formally initiate the complaints procedure.
Response deadline: The Seller will respond to a Consumer's complaint within 14 days after it has been submitted correctly and completely via the website form.
Duty to deliver the Goods, preparation for transport and collection address:
Verification requirement: Making the Goods available and delivering them to the Seller for detailed technical verification is a necessary condition for examining the complaint and determining the cause of the fault.
Packing method: The Buyer is required to prepare and hand over the complete Goods safely packed on a pallet.
Place and address of collection: Technical verification takes place in Poland. The exact address of the relevant receiving warehouse/service centre in Poland will be provided to the Buyer (at the email address stated in the form) after formal acceptance of the submission made via the website form. Sending the Goods to the Seller's registered-office address without authorization, or without first submitting the form and arranging collection, will result in refusal of the shipment.
Absolute duty to drain operating fluids: Before handing over or sending an engine/gearbox for complaint verification, the Buyer (or workshop) is strictly required to drain the unit completely of all operating fluids added during installation (engine/gearbox oil and coolant) and secure the Goods against leaks. Any fluid leak during transport that results in freight penalties or damage to other shipments is charged entirely to the Buyer.
Outcome of verification and costs of an unjustified complaint:
If the Seller's technical assessment shows that the fault arose for reasons not attributable to the Seller (including an installation error by the workshop, failure to replace the timing system, operation without oil/fluids, overheating, unapproved modifications, chip tuning or broken seals), the complaint will be rejected as unjustified.
If the complaint is rejected, the Buyer is required to cover the cost of returning the pallet and the cost of the diagnostic verification/technical assessment at the Seller's workshop hourly rate. The Goods will be released to the Buyer after these amounts have been paid.
Unauthorized repairs and broken seals: Unauthorized repairs, dismantling of the block/cylinder head, or breaking seals before verification by the Seller constitute grounds for rejecting the complaint because the cause of the fault can no longer be determined objectively.
No on-site service: The Seller does not provide an "on-site technician visit" service.