Returns Policy | OPParts Online

1. General provisions

This Returns and Complaints Policy sets out the rules for withdrawal from the contract, returns, complaints and reporting problems concerning products purchased in the OPParts Online store, available at opparts.online.

The seller is:

Multi Trade Hub Sp. z o.o.
ul. Osiedle 28
46-060 Prószków
Poland
Tax ID / NIP: PL9910462308
REGON: 542416703
KRS: 0001187919
Registry court: District Court in Opole, 8th Commercial Division of the National Court Register
Share capital: PLN 5,000.00
Contact e-mail: support@opparts.online
Complaints e-mail: claim@opparts.online
Telephone: +48 668 059 777

This Policy applies both to customers who are consumers and to business customers, subject to differences resulting from applicable law and the provisions set out below.

2. Customers entitled to withdraw from the contract

The right to withdraw from a distance contract is available to a consumer, meaning a natural person making a purchase not directly related to their business or professional activity.

If applicable law grants certain consumer rights also to a natural person conducting business activity who enters into a contract directly related to that business activity, but the content of that contract indicates that it is not of a professional nature for that person, OPParts Online applies such provisions to the extent in which they are applicable.

Business customers who make purchases as part of their business, professional or commercial activity are generally not entitled to the statutory consumer right to withdraw from a distance contract. Returns by business customers are possible only under the rules set out in the section concerning B2B returns or on the basis of individual consent granted by OPParts Online.

3. Consumer’s right to withdraw from the contract

The consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which the consumer or a third party indicated by the consumer, other than the carrier, physically received the goods.

To exercise the right of withdrawal, the consumer should inform OPParts Online of their decision by means of a clear statement, for example by sending an e-mail to: support@opparts.online.

The withdrawal statement may include:

the customer’s first name and surname;
order number;
order date;
date of receipt of the goods;
product name or number;
e-mail address used for the order;
clear information about withdrawal from the contract;
bank account number for the refund, if the refund cannot be made using the same payment method.

The consumer may use the sample withdrawal form if it is made available by OPParts Online, but this is not mandatory.

4. Return of goods after withdrawal from the contract

After submitting a statement of withdrawal from the contract, the consumer should return the goods without undue delay, no later than within 14 days from the day on which they informed OPParts Online about the withdrawal from the contract.

If the consumer does not return the goods within 14 days from the day of submitting the statement of withdrawal from the contract, OPParts Online may withhold the refund until the goods are received or until the consumer provides proof of their return shipment. A delay in returning the goods may be taken into account when assessing the return, in particular if it affected the condition of the goods, the possibility of verifying them or the amount of justified costs incurred by OPParts Online.

In the event of withdrawal from the contract, the consumer bears the direct costs of returning the goods, unless OPParts Online expressly agrees to cover these costs, did not inform the consumer before purchase about the obligation to bear return costs, or applicable law provides otherwise, in particular in the case of a justified complaint concerning non-conformity of the goods with the contract.

The goods should be returned to the following address:

Multi Trade Hub Sp. z o.o.
ul. Osiedle 28
46-060 Prószków
Poland

Before returning the goods, we recommend contacting OPParts Online in order to properly identify the return and assign the shipment to the order.

The goods should be returned in a manner that protects them against damage during transport, preferably in the original packaging, if available, together with all elements, accessories, documentation, labels and security features, if they were supplied with the product.

If the returned goods are sent in a manner that does not properly protect them against damage during transport, and the goods return damaged, incomplete or in a condition reducing their value, OPParts Online may take this into account when assessing the condition of the goods and the amount to be refunded, to the extent permitted by applicable law. This applies in particular where the carrier refuses to accept a transport claim due to improper packaging of the shipment by the customer.

5. Condition of returned goods

The consumer has the right to check the nature, characteristics and functioning of the goods to the extent necessary to assess the product, similarly to how they could do so in a physical store.

The consumer is responsible for any reduction in the value of the goods resulting from using them in a manner exceeding what is necessary to establish the nature, characteristics and functioning of the product.

In particular, a reduction in the value of the goods may occur if the product:

shows signs of installation;
was used in a vehicle, machine, device or installation;
has been soiled, scratched, damaged or made incomplete;
has been exposed to operating fluids;
shows signs of mechanical, electrical or electronic interference;
has broken seals, technical labels or security features, if their removal affects the value of the product or the possibility of reselling it as a full-value product;
has been returned without essential elements, accessories or documentation.

The above rules do not limit the consumer’s statutory right to withdraw from the contract, but they may affect the amount refunded if the value of the goods has been reduced as a result of using them in a manner exceeding what was necessary to check the product.

In the case of electrical, electronic and electromechanical products, components containing integrated circuits, controllers, sensors, electric motors, modules or elements requiring connection to the installation of a vehicle, machine or device, a visual inspection alone may not be sufficient to confirm the condition of the product after return.

If the nature of the product or the circumstances of the return indicate that the product may have been installed, connected, started, used or damaged in a way that is not visible during ordinary warehouse acceptance, OPParts Online may carry out additional technical verification or commission such verification to an appropriate service provider, manufacturer, supplier or specialised entity.

The cost of additional technical verification is not automatically transferred to the consumer solely because the product requires specialist assessment. However, if the verification shows that the product was installed, connected, started, used, damaged or that its value was reduced as a result of using it in a manner exceeding what was necessary to check the nature, characteristics and functioning of the item, OPParts Online may take into account the reduction in the value of the product and justified costs of necessary technical verification when settling the return, to the extent permitted by applicable law.

6. Refund after withdrawal from the contract

In the event of effective withdrawal from the contract, OPParts Online will refund the payments received from the consumer in accordance with applicable law.

The refund includes the price of the returned goods and the original delivery cost to the consumer up to the amount of the cheapest standard delivery method offered by OPParts Online for the relevant order. If the consumer selected a delivery method more expensive than the cheapest available standard delivery method, OPParts Online is not obliged to refund the difference between the more expensive selected method and the cheapest standard delivery method.

The refund will be made using the same payment method that the consumer used for the original transaction, unless the consumer expressly agrees to another refund method that does not involve any additional costs for them.

OPParts Online may withhold the refund until it has received the returned goods or until the consumer has provided proof of their return shipment, whichever occurs first.

Proof of return shipment should make it possible to identify the shipment, the dispatch date, the addressee, the carrier and the tracking number, if one was assigned. If the proof of return shipment is incomplete, illegible, indicates another addressee, another delivery address, lacks the possibility of tracking the shipment or raises justified doubts as to whether the goods were actually returned to OPParts Online, OPParts Online may withhold the refund until the matter is clarified, the goods are received or reliable confirmation of their return shipment is provided.

Receipt of the returned goods may be the basis for assessing their condition and any reduction in value if the consumer used the goods in a manner exceeding what was necessary to establish their nature, characteristics and functioning.

7. Exceptions to the right of withdrawal

The consumer is not entitled to withdraw from the contract in cases provided for by applicable law.

Exceptions to the right of withdrawal may apply in particular to:

non-prefabricated goods made according to the consumer’s specifications;
goods serving the consumer’s individualised needs;
clearly personalised goods;
goods which, after delivery, due to their nature, have been inseparably combined with other items;
goods that deteriorate quickly or have a short shelf life;
sealed goods which cannot be returned after opening due to health protection or hygiene reasons, if the packaging has been opened after delivery;
other cases specified in mandatory provisions of law.

Some products, in particular parts brought in on individual order, parts prepared according to the customer’s individual specification, special-order parts, electrical or electronic components, components containing integrated circuits, delicate elements, glass elements, fragile products, products requiring special packaging or products requiring special handling, may be subject to return restrictions only to the extent permitted by applicable law. If a specific product is subject to special return rules, OPParts Online informs the customer before purchase.

If a specific product is subject to special return rules, this information may be indicated on the product page, in the cart, during the order process or in another clear manner before the contract is concluded. In particular, this may apply to products prepared according to the customer’s individual specification, products requiring careful checking before installation, electrical, electronic, delicate products or products requiring special handling, provided that return restrictions are applied only to the extent permitted by applicable law.

The above provisions do not limit the consumer’s statutory rights related to non-conformity of the goods with the contract.

8. Installed, used or technically checked products

Before installation, use or further resale, the customer should check whether the product is consistent with the order, reference number, application, technical documentation and intended use.

If the customer has doubts as to the conformity of the product, they should contact OPParts Online before installing or using the product.

Installation, use, soiling, damage, technical interference or connection of the product to the installation of a vehicle, machine, device or system may affect the possibility of returning the product or the amount refunded to the consumer, if such actions exceed what is necessary to check the nature, characteristics and functioning of the product.

If the verification shows that the value of the product has been reduced as a result of using it in a manner exceeding what was necessary to check the nature, characteristics and functioning of the item, OPParts Online may take the reduction in value of the product into account when settling the return, to the extent permitted by applicable law.

The above does not limit the consumer’s rights arising from non-conformity of the goods with the contract.

9. Returns by business customers

Business customers are not entitled to the statutory consumer right to withdraw from a distance contract.

The return of goods by a business customer is possible only after prior written acceptance by OPParts Online.

OPParts Online may refuse to accept a return from a business customer, unless the parties have agreed otherwise or applicable law provides otherwise.

If OPParts Online accepts a return from a business customer, the return conditions may be determined individually, including:

return deadline;
return address;
packaging method;
return transport cost;
handling or logistics fee;
condition of the product required for accepting the return;
method and deadline for the refund.

OPParts Online may deduct a handling or logistics fee of up to 10% of the value of the returned goods, unless the parties agree otherwise in writing. The costs of the original delivery to the customer, return transport costs and other justified logistics costs incurred by OPParts Online may not be refundable or may be deducted from the amount refunded to the business customer, unless the parties agree otherwise.

Goods brought in on individual order, special-order goods, electrical products, electronic products, products containing integrated circuits, delicate elements, glass elements, fragile products, installed products, remanufactured products or products showing signs of use may not be accepted for return in a B2B relationship, unless OPParts Online decides otherwise in writing.

10. Complaints — general rules

The customer may submit a complaint regarding a purchased product, order fulfilment, delivery or operation of the store.

A complaint may be submitted:

by e-mail to: claim@opparts.online;
in writing to the registered office address of OPParts Online:

Multi Trade Hub Sp. z o.o.
ul. Osiedle 28
46-060 Prószków
Poland

The complaint should include, if possible:

the customer’s first name and surname or company name;
order number;
contact details;
product name or number;
description of the problem;
date when the problem was identified;
photographs or documentation, if relevant;
the customer’s request, if the customer formulates one.

If relevant for assessing the complaint, OPParts Online may ask the customer for additional information, in particular:

make, model, year and version of the vehicle, machine or device in which the product was installed;
vehicle mileage or number of operating hours at the time of product installation;
vehicle mileage or number of operating hours at the time of product removal;
date of product installation;
date of product removal;
description of the installation method, use or circumstances in which the problem appeared;
photographic or technical documentation;
information whether the product was installed by a professional workshop.

The absence of some data in the complaint does not automatically result in its rejection, but it may extend the time needed to process it if such data is necessary to identify the order or assess the report.

11. Consumer complaints — non-conformity of goods with the contract

OPParts Online is liable towards the consumer for non-conformity of goods with the contract under the rules resulting from applicable law.

The consumer may submit a complaint if the goods are non-conforming with the contract, in particular if:

they do not correspond to the description, type, quantity, quality, completeness or functionality specified in the contract;
they are not suitable for the purpose for which goods of this type are usually used;
they do not have the characteristics that goods of this type should have;
they were delivered damaged, incomplete or inconsistent with the order;
they do not correspond to the agreed application, if such application was expressly accepted by OPParts Online.

In the first instance, the consumer may request repair or replacement of the goods, in accordance with applicable law.

In cases provided for by law, the consumer may request a price reduction or withdraw from the contract, in particular if the non-conformity of the goods with the contract is significant or if OPParts Online does not bring the goods into conformity with the contract within a reasonable time or without excessive inconvenience to the consumer.

OPParts Online will respond to the consumer’s complaint within 14 days from the date of its receipt, if applicable law requires such a deadline to be observed. Failure to respond within this period means that the complaint is accepted to the extent provided for by applicable law.

12. Costs of consumer complaints

If the consumer’s complaint is justified, OPParts Online bears the costs of bringing the goods into conformity with the contract in accordance with applicable law.

In the case of a justified complaint, the consumer should not bear the shipping costs necessary to process the complaint, repair, replacement or another statutory method of bringing the goods into conformity with the contract.

If the consumer incurred justified costs of returning the complained-about product, they may request reimbursement of such costs as part of the complaint, provided that applicable law grants such a right.

13. Complaints by business customers

Complaints by business customers are processed in accordance with applicable law, this Policy, individual commercial arrangements and sales documents.

The business customer should inspect the goods immediately after receiving them and report any shortages, damage, quantitative or qualitative non-conformities to OPParts Online without undue delay.

In B2B relationships, OPParts Online’s liability under warranty, non-conformity, defects or contractual liability may be limited or excluded to the extent permitted by applicable law, unless the parties agree otherwise in writing.

The deadline, method and scope of processing a business customer’s complaint may depend on the nature of the product, documentation, manufacturer’s terms, supplier’s terms, warranty terms, commercial arrangements and the need to carry out a technical assessment.

14. Transport damage

The customer should inspect the shipment upon delivery.

If the packaging is visibly damaged, the customer should, where possible:

report the damage to the carrier upon delivery;
ask the carrier to prepare a damage report or appropriate note;
take photographs of the packaging, transport label and damaged product;
keep the packaging until the assessment of the report is completed;
contact OPParts Online as soon as possible after discovering the damage.

Failure to prepare a damage report or failure to report transport damage immediately may make it more difficult to pursue claims against the carrier or logistics broker.

In the case of consumers, the absence of a damage report, photographic documentation or immediate reporting of transport damage does not deprive the consumer of statutory rights against OPParts Online. However, it may make it more difficult to clarify the circumstances of the damage, determine the liability of the carrier or logistics broker and pursue transport claims.

The consumer should cooperate with OPParts Online to a reasonable extent in clarifying transport damage, in particular by providing available photographs, information on the condition of the packaging, delivery date, shipment number and other information that can be obtained without excessive difficulty.

The above does not limit the consumer’s statutory rights against OPParts Online.

In the case of business customers, failure to report visible transport damage without undue delay, lack of photographic documentation or lack of a damage report may affect the possibility of effectively pursuing transport claims.

15. Manufacturer’s or guarantor’s warranty

Some products may be covered by a warranty granted by the manufacturer, importer, distributor, remanufacturer, technical service provider or another guarantor.

If the product is covered by a warranty, its scope, duration, procedure, exclusions and conditions of performance result from the warranty document, manufacturer’s information or the terms of the relevant guarantor.

The warranty is an additional and voluntary right. If granted, it does not limit the consumer’s statutory rights arising from non-conformity of the goods with the contract.

OPParts Online may help the customer contact the guarantor if this is possible and justified by the nature of the case.

16. Return of remanufactured products

OPParts Online may offer new and remanufactured products.

Information that a product is remanufactured should be indicated in the product description, sales documents or other information provided to the customer before purchase.

Remanufactured products may have characteristics resulting from the remanufacturing process, testing, storage or re-preparation for sale, provided that this does not affect their conformity with the contract.

Return of remanufactured products by the consumer is subject to the general rules of withdrawal from the contract, unless a statutory exception to the right of withdrawal applies.

Complaints concerning remanufactured products are processed in accordance with applicable law, the product description, sales documentation and any warranty terms.

17. Electrical, electronic and delicate products

Electrical and electronic products, components containing integrated circuits, glass elements, delicate products or products requiring special handling should be checked by the customer before installation, connection or use.

Installation, connection, use, damage to technical packaging, removal of security features, interference with the product or use of the product contrary to its intended purpose may make it more difficult to assess a return or complaint.

Return restrictions for such products apply only to the extent permitted by applicable law. If a specific product is subject to special return rules, OPParts Online informs the customer before purchase.

In the case of electrical, electronic or electromechanical products, assessing whether the product was installed, connected, used or damaged as a result of incorrect connection or use may require specialist diagnostics, a technical test, an opinion from the manufacturer, supplier, technical service provider or another specialised entity.

The above does not limit the consumer’s statutory rights related to non-conformity of the goods with the contract.

18. Refund method

Refunds are generally made using the same payment method that the customer used for the original transaction, unless the customer expressly agrees to another refund method that does not involve additional costs for them.

If a refund using the same payment method is not possible for technical or organisational reasons or due to the rules of the payment operator, OPParts Online may ask the customer to provide the data necessary to make the refund using another method.

In the case of payments made through a payment operator, the refund posting time may depend on the rules of the bank, payment operator or payment institution.

19. Abuse and unjustified requests

OPParts Online may refuse to fulfil requests that are clearly unfounded, contrary to law, constitute an abuse of rights or exceed the customer’s rights arising from applicable law, this Policy or the contract.

In the case of business customers, OPParts Online may refuse to accept a return or complaint if the goods were used contrary to their intended purpose, damaged, modified, installed contrary to technical knowledge, returned after the agreed deadline or without required documentation, unless applicable law or individual arrangements provide otherwise.

The above does not limit mandatory consumer rights.

20. Changes to the Returns and Complaints Policy

OPParts Online may update this Returns and Complaints Policy in particular in the event of:

changes in applicable law;
changes in the method of handling returns or complaints;
changes in contact details;
changes in store functionality;
changes in logistics procedures;
changes in payment or refund terms;
the need to clarify rules based on operational experience.

The current version of this Returns and Complaints Policy is available on the OPParts Online website.

21. Contact regarding returns and complaints

In matters concerning returns, withdrawal from the contract, complaints, non-conformity of goods with the contract, transport damage or warranty, the customer may contact OPParts Online:

Multi Trade Hub Sp. z o.o.
ul. Osiedle 28
46-060 Prószków
Poland
Complaints e-mail: claim@opparts.online
General e-mail: support@opparts.online
Telephone: +48 668 059 777

Appendix: sample withdrawal form

Addressee:
Multi Trade Hub Sp. z o.o.
ul. Osiedle 28
46-060 Prószków
Poland
E-mail: support@opparts.online

Statement of withdrawal from the contract

I/We hereby inform you of my/our withdrawal from the contract of sale of the following goods:

Order number:
Product name:
Product number, if applicable:
Order date:
Date of receipt of the goods:
Consumer’s first name and surname:
Consumer’s address:
E-mail address:
Telephone number:
Bank account number for the refund, if applicable:

Date:

Consumer’s signature, if the form is submitted in paper form:

Returns and Complaints Policy

Related documents

Withdrawal form