Returns and Complaints Policy

This Policy applies to purchases made through the Autoland online store (the “Store”).

1. Seller Information

The Seller is:

Autoland Grzegorz Broniecki
Wał Miedzeszyński 41B
04-987 Warsaw
Tax ID (NIP): 9521395796
National Business Registry Number (REGON): 711687908
e-mail: autoland@autoland.net.pl
tel.: 516 066 855

2. Right of Withdrawal

A Consumer and an individual conducting business activity who enters into a contract directly related to their business activity, where the contract does not have a professional character for that person (“Entrepreneur with consumer rights”), may withdraw from a distance sales contract within 14 days without giving any reason.

The 14-day period begins on the day on which the Customer, or a third party designated by the Customer other than the carrier, takes possession of the Goods. If a single contract covers multiple Goods delivered separately, in batches, or in parts, the period begins when the Customer takes possession of the last Good, batch, or part.

The right of withdrawal does not apply to an Entrepreneur who is not an Entrepreneur with consumer rights, unless the Seller expressly agrees to accept the return.

3. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the Customer must provide the Seller with a clear statement before the expiry of the 14-day period:

  • by e-mail to: autoland@autoland.net.pl; or

  • by post to: Autoland Grzegorz Broniecki, Wał Miedzeszyński 41B, 04-987 Warsaw.

The Customer may use the withdrawal form provided at the end of this Policy, but this is not mandatory. To meet the deadline, it is sufficient to send the withdrawal statement before the 14-day period expires.

4. Returning the Goods

The Goods must be returned without undue delay and no later than 14 days from the date on which the Seller was informed of the withdrawal, to:

Autoland Grzegorz Broniecki
Wał Miedzeszyński 41B
04-987 Warsaw

The deadline is met if the Goods are sent back before the 14-day period expires. Customers are requested to package and secure the Goods appropriately for their type, size, and weight to prevent damage during transport.

The Customer bears the direct cost of returning the Goods. For bulky or palletised parts, or Goods that cannot be returned using standard postal services, the return cost depends on the weight, dimensions, collection location, and carrier rates. If a particular Good requires such transportation, information about the estimated return cost should be provided in the product offer or communicated to the Customer before the order is placed.

Please do not send cash-on-delivery returns without prior agreement with the Seller.

5. Refunds

In the event of a valid withdrawal from the contract, the Seller will refund all payments received from the Customer, including the cost of the least expensive standard delivery method offered by the Store. If the Customer selected a more expensive delivery method, the Seller will not refund the additional amount resulting from that choice.

The refund will be made without undue delay and no later than 14 days from the date on which the Seller received the withdrawal statement, using the same payment method used by the Customer, unless the Customer expressly agrees to another refund method that does not involve any additional cost.

The Seller may withhold the refund until the Goods have been received or the Customer has provided proof that the Goods have been returned, whichever occurs first.

6. Condition of Returned Goods

The Customer may examine the nature, characteristics, and functionality of the Goods to the extent that would be possible in a physical retail store. The Customer is liable for any reduction in the value of the Goods resulting from handling or use beyond what is necessary to establish their nature, characteristics, and functionality.

In the case of car parts, installation, starting or operating the component, coding, adaptation, calibration, contamination, damage to identification markings, or other actions exceeding the necessary inspection may result in a reduction in the value of the Goods.

Taking such actions does not automatically result in the loss of the right of withdrawal. However, where the value of the Goods has actually been reduced as a result, the Seller may make an appropriate deduction from the refund in accordance with applicable law.

7. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the cases specified in Article 38 of the Polish Consumer Rights Act. With regard to the Store’s product range, this may particularly include contracts concerning:

  • Goods that are non-prefabricated and made according to the Customer’s specifications or clearly personalised to meet the Customer’s individual needs;

  • Goods delivered in sealed packaging which cannot be returned after opening due to health protection or hygiene reasons, where the nature of the Goods justifies applying this exception;

  • Goods which, after delivery, become inseparably incorporated or connected with other items due to their nature.

If an exception applies to a specific product, the Customer should be informed of this before placing the order.

8. Complaints – Non-Conformity of Goods with the Contract

The right of withdrawal is separate from the Customer’s right to make a complaint.

The Seller is liable to Consumers and Entrepreneurs with consumer rights for any lack of conformity of the Goods with the contract, in accordance with the Polish Consumer Rights Act. As a general rule, this liability applies for two years from the date on which the Goods were delivered.

A complaint may be submitted:

For efficient processing, the Customer is advised to provide the order number, contact details, a description of the lack of conformity, the requested remedy, and, where possible, photographs.

The absence of a receipt or any of the above information does not automatically result in the rejection of a complaint if the purchase can be confirmed by other means.

If the Goods do not conform to the contract, the Customer may initially request that the Goods be repaired or replaced. In cases provided for by law, the Customer may subsequently request a price reduction or withdraw from the contract. If the lack of conformity is significant, the Customer may exercise these rights without first requesting repair or replacement.

The Seller will respond to a complaint submitted by a Consumer or an Entrepreneur with consumer rights within 14 days of receiving the complaint. Failure to respond within this period means that the complaint is deemed accepted.

If the Goods need to be provided to the Seller in order to assess the complaint or exercise rights arising from the lack of conformity, the Customer must make the Goods available to the Seller, and the Seller will collect them at its own expense.

The Seller bears the costs of repair or replacement in accordance with applicable law.

Before installing a car part, the Customer should verify that it matches the order and is compatible with the vehicle. If there is any doubt regarding compatibility, the Customer should refrain from installing the part and contact the Seller.

This provision does not limit any statutory rights of the Customer.

9. Withdrawal Form

To:
Autoland Grzegorz Broniecki
Wał Miedzeszyński 41B
04-987 Warsaw
e-mail: autoland@autoland.net.pl

I hereby give notice that I withdraw from the sales contract concerning the following Good(s):

....................................................................................................

Order number: ........................................................................

Date of contract: ....................................................................

Date of receipt of Goods: ..........................................................

Full name: ................................................................................

Address: ....................................................................................

E-mail address: ..........................................................................

Telephone number (optional): ......................................................

Bank account number (only if required for the agreed refund method):

....................................................................................................

Date: ........................................

Signature (only if submitted in paper form):

....................................................................................................

This Policy shall take effect on the date of its publication in the Store.