Returns and Complaints

At parts.helipolska.pl, we ensure that the ordered parts and accessories for HELI forklifts are as described, correctly selected, and safely delivered. If you wish to return a product or file a complaint, you will find the most important information regarding the procedure below.

Returns — Withdrawal from the contract

A customer who is a consumer has the right to withdraw from a distance contract without giving a reason within 14 days from the day of receiving the goods.

To exercise your right of return, please inform us of your decision by email or in writing. In the message, please provide:

• 
  order number,
  
• 
  first and last name or company name,
  
• 
  name of the returned product,
  
• 
  account number for a refund, if payment was made by bank transfer,
  
• 
  a brief statement that you are withdrawing from the contract.
  

After reporting the return, the product should be sent back immediately, no later than 14 days from the date of submitting the statement of withdrawal from the contract. We process refunds immediately, no later than 14 days from receiving the statement of withdrawal from the contract. We may withhold the refund until we receive the returned product or confirmation of its shipment.

The returned product should be complete, undamaged, and, if possible, sent back in its original packaging. The customer is responsible for any diminished value of the product if they have used it in a manner exceeding what is necessary to ascertain its nature, characteristics, and functioning.

Return address:

[please enter full company / returns warehouse address here]

Contact for returns:

[please enter email address, e.g., sklep@parts.helipolska.pl]

[please enter phone number]

When may a return not be possible?

The right of withdrawal from the contract may not apply in cases specified by law, especially for products made according to the customer's individual specifications or explicitly personalized.

For parts ordered at the special request of the customer, we recommend contacting customer service beforehand to confirm the possibility of return.

Complaints

If the received product is damaged, incomplete, not as described, or there is a suspicion of a defect, you can file a complaint.

In your complaint, please provide:

• 
  order number or proof of purchase,
  
• 
  name of the product being complained about,
  
• 
  description of the problem,
  
• 
  photos or a video showing the defect, if possible,
  
• 
  the desired resolution, e.g., replacement, repair, price reduction, or refund,
  
• 
  contact details.
  

Complaints can be submitted by email to:

[please enter email address for complaints here]

The seller will respond to the consumer's complaint within 14 days from the day of its receipt. Complaints can be submitted in any form, but for efficient processing, we recommend contact by email and attaching photographic documentation.

Shipping damage during transport

If the shipment arrived damaged, please check its condition upon receipt. In the event of visible damage to the packaging, it is advisable to draw up a damage protocol with the carrier and take photos of the package and product.

Then contact us as soon as possible, providing your order number and attaching photos of the damage. This will allow us to verify the matter more quickly and propose a solution.

Selection of parts for a HELI forklift

Forklift parts often come in many variants depending on the model, serial number, year of manufacture, or machine configuration. If you are unsure whether a given part fits your forklift, please contact us before purchasing.

To correctly select parts, please prepare:

• 
  forklift model,
  
• 
  serial number,
  
• 
  year of manufacture,
  
• 
  photo of the nameplate,
  
• 
  photo of the old part, if available.
  

We will help verify product compatibility before you place an order.

Returns for businesses

In the case of purchases made by entrepreneurs for their business activities, return conditions may be established individually. Please contact customer service before returning the product.

This does not limit the rights granted to customers under mandatory legal provisions.

Contact details