Withdrawal from the contract

Returns and complaints

Withdrawal from the contract

As a Consumer you have 14 days to change your mind, without giving any reason, counted from the day you received the goods. You do not have to explain why, and you do not need our approval — it is enough that you inform us of your decision before the deadline expires.

We apply the same rules to an Individual Entrepreneur, that is a person running a business for whom the purchase is not of a professional nature.

Report a return Report a complaint
Step by step

How to withdraw from the contract

Under the Act of 30 May 2014 on Consumer Rights you may withdraw from a distance sales contract within 14 days, without giving any reason. Your statement must unambiguously express the intention to withdraw — we do not require any particular form.

  1. Submit your statementThe easiest way is the withdrawal function „Withdraw from contract here” or the return form in your customer panel. You can also write to sklep@mtuning.pl or send us a letter.
  2. Get your acknowledgementWe confirm receipt of your statement on a durable medium — by e-mail, together with the date and time it was submitted.
  3. Send the goods backYou have 14 days from submitting the statement. What counts is the date you send it, not the date it reaches us.
  4. Get your money backWe refund within 14 days of receiving your statement, using the same method you paid with.
Model withdrawal form

Using the model form (Annex 2 to the Terms and Conditions) is optional — a statement made in any other unambiguous form is equally effective.

Deadlines

Deadlines and returning the goods

  1. The 14-day withdrawal period runs from the day on which you, or a third party other than the carrier indicated by you, took possession of the goods. If the order was delivered in parts, it runs from taking possession of the last part.
  2. To meet the deadline it is enough to send the statement before it expires.
  3. Send the goods back without delay, and no later than 14 days from the day on which you withdrew from the contract. To meet the deadline it is enough to send the goods back before it expires.
  4. The direct costs of returning the goods are borne by the Consumer.
  5. Because of the weight and dimensions of some parts, returning them may cost more than a standard parcel — large items sometimes have to be sent on a pallet. It is worth checking this before choosing a carrier.
Return address MTuning Sp. z o.o.
ul. Morgowa 85A, 35-323 Rzeszów, Poland
Settlement

Refunds

  1. We refund all payments received from you without delay, and no later than 14 days from the day we receive your statement of withdrawal.
  2. We also refund the delivery costs, up to the amount of the cheapest delivery method we offer. If you chose a more expensive method, the difference is not refunded.
  3. The refund is made using the same method of payment you used, unless you expressly agree to a different solution — in any case you bear no charges for it. If you report the return through the electronic form, we send the funds by the chosen method to the account you provide.
  4. If we have not offered to collect the goods ourselves, we may withhold the refund until we receive the goods back or until you provide proof of sending them back, whichever event occurs first.
Condition of the parcel

Condition of the returned goods

You may examine the goods the same way you would in a physical shop — look at them, measure them, offer them up to the car. You are liable only for any diminished value of the goods resulting from using them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning. Simply opening the packaging does not take away your right to return.

To make the return quick and free of deductions, we ask — but do not require as a condition of accepting the return — that you:

  • send the goods back in their original packaging, if you kept it
  • include the complete contents: instructions, gaskets, bolts and small accessories from the set
  • pack the parcel so that it is protected in transit and does not get damaged on its way to us
  • enclose something that links the parcel to the order — the order number or a copy of the proof of purchase
Parts already fitted

If a part has been fitted and used in a car, its value usually drops — in that case we may reduce the refund proportionally. We do not refuse the return because of it, but it is worth making sure the part fits before you install it.

Business customers

Business returns (B2B)

The rules below apply only to Entrepreneurs buying within their professional activity. We do not apply them to Consumers or to Individual Entrepreneurs, who have the rights described above.

  1. An Entrepreneur has no statutory right of withdrawal from a distance contract. A return is possible after prior arrangement with the Seller.
  2. A return arranged with the Seller is accepted provided that the goods are sent back:
    1. in their original, undamaged packaging;
    2. with the complete contents, as at the time of purchase;
    3. with no traces of assembly or use;
    4. together with proof of purchase or the order number.
  3. In the case of a return of goods by an Entrepreneur for reasons other than a defect in the goods or an error on the part of the Seller, the Seller reserves the right to deduct a handling fee for processing the return (a restocking fee) amounting to 5% of the value of the returned goods. The fee covers the costs of receiving the goods, verifying their condition and returning them to stock.
  4. Goods brought in to individual order and goods made to the Customer's specification are not subject to return.
When goods are faulty

Complaints

We are liable to the Consumer and the Individual Entrepreneur for the lack of conformity of the goods with the contract on the terms resulting from the Act of 30 May 2014 on Consumer Rights. We are liable for a lack of conformity existing at the time of delivery and disclosed within two years from that moment. Towards an Entrepreneur we are liable for defects on the terms set out in the Civil Code.

  1. You can submit a complaint:
    1. through the electronic complaint form — this is the fastest route;
    2. by e-mail to sklep@mtuning.pl;
    3. in writing or in person at: MTuning Sp. z o.o., ul. Morgowa 85A, 35-323 Rzeszów, Poland.
  2. In your report, describe what the problem is, when it appeared and what you expect — repair, replacement, a price reduction or withdrawal from the contract. Photos or a video and the proof of purchase help. The more specifics, the faster we can deal with it.
  3. We respond to a complaint within 14 days of receiving it. No response within that time means the complaint is upheld.
  4. If the complaint is upheld, the costs of repair or replacement — including shipping — are borne by the Seller. We collect goods for repair or replacement at our own expense.
  5. Tuning and motorsport parts require professional fitting. We recommend entrusting it to a workshop specialising in the given field or to our own service. A complaint does not cover damage resulting from improper assembly, modification of the goods or use inconsistent with their intended purpose — this does not, however, affect our liability for defects that existed at the time the goods were delivered.
Goods under complaint

Please send the goods back in packaging that protects them in transit (it does not have to be the original one), together with the complete contents relevant to the report and the proof of purchase or the order number.

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