Returns / complaints

Returns and Complaints

Returning a part — your right to cancel

You have 60 days from the day you receive the parcel to cancel your order, with no need to give a reason. The law gives you 14 days — we give you more than four times that.

How to do it: download the cancellation form, fill it in and send it to [email protected], or put it in the parcel you send back to us. A plain e-mail saying clearly that you are cancelling works just as well — the form is there to make it quicker, not because we require it.

⬇ Download the cancellation form (PDF)

The condition we accept parts back in

• You may handle and inspect the part the way you would in a shop: compare the reference number, hold it up against your old part, check the shape of the connectors and the spacing of the mounting points.
• We cannot take back a part that has been permanently fitted, put into service on the vehicle, painted, modified, or damaged during an attempted fitting. If a part comes back to us in that condition we refund the amount less the actual loss in value — and we tell you what we have deducted and why.
• Packaging: if the part reached you in its original packaging, please send it back in that packaging. Missing packaging does not take away your right to cancel and is not a reason for us to reduce your refund — used parts, taken off vehicles at dismantling, have no original packaging at all.

Costs and deadlines

• You pay the cost of sending the part back to us.
• We refund you within 14 days of receiving the part back, or of receiving proof that you have sent it — whichever comes first.
• The refund goes back by the same payment method you used, and includes the delivery cost you paid, up to the price of the cheapest standard delivery we offer.
• Please send the part back within 30 days of telling us you are cancelling. The law allows 14 days; we give you 30.

Buying for a business

The right to cancel is a consumer right. We also extend it to sole traders buying something that falls outside their main line of business — the Regulations call this a trader with consumer rights. If you are buying strictly for your trade, for the work you actually do, the right does not apply to you — but write to us anyway and we will sort something out. We have been supplying garages for years and it is no use to us if somebody is left holding a part they cannot fit.

Something wrong with the part — your statutory rights

If a part is faulty or does not match its description, send us a complaint: download the complaint form, fill it in and send it with the part concerned. We reply within 14 days.

⬇ Download the complaint form (PDF)

If you are buying in the United Kingdom

• Parts must be of satisfactory quality, fit for purpose and as described. For a used part, satisfactory quality is judged taking into account that it is second-hand, its age, its price and the condition described on the product page.
• First 30 days: if the part is faulty you can reject it and ask for a full refund.
• First 6 months: if a fault appears, it is taken to have been there when the part was delivered unless we can show otherwise. You can ask for a repair or a replacement; if that fails, you can ask for a price reduction or reject the part. After six months it is for you to show that the fault was already there on delivery.
• Where you are owed a refund, we pay it within 14 days of agreeing that you are entitled to it, by the same method you paid with.
• An invoice comes with every order, so there is no receipt for you to keep.

If you are buying in the European Union

• Parts are covered by the statutory guarantee of conformity for 2 years from delivery, for new and used parts alike.
• For a fault appearing in the first 12 months, it is taken to have existed at delivery unless we show otherwise. In several member states that period is longer — your national rules apply, and where they give you more, they win.
• An invoice comes with every order.

Used parts come off dismantled vehicles and carry marks of use in keeping with their age and the work they have done. Those marks are not a fault, as long as they do not affect what the part is meant to do and do not go beyond the condition described on the product page and visible in the photographs.

Address for returns and complaints:
F.H.U. CarFrance24 Andrzej Żur
ul. Jesionowa 13
43-300 Bielsko-Biała
Poland

60-day start-up guarantee on used parts

Every used part comes with a 60-day commercial start-up guarantee running from the day you receive the parcel. The point of it is simple: to give you time to fit the part and check that it works, without the risk of being left with something unusable.

What it covers: the part has to be fittable and has to work as it is meant to. If it does not work after being fitted correctly, we refund you or swap it for a working part — your choice.

What it does not cover: damage caused during fitting, parts modified or mechanically damaged after delivery, wear from normal use after the guarantee has run out, and labour or other indirect costs.

How to claim: write to [email protected] within 60 days of receiving the parcel. Give the order number and describe what the part is doing. We reply within 14 days.

One piece of advice from experience: for parts whose fitting touches the electronics or anything safety-related, have a garage do it. Once a part has been fitted at home it becomes very hard to establish whether it was faulty or whether it was damaged going in — and that is exactly where this guarantee stops.

This start-up guarantee is something we offer voluntarily, on top of the law. It does not exclude, limit or suspend your statutory rights in any way. The statutory rights set out above apply independently of it, including after it has expired.

Not sure it will fit?

Write to us before you buy — it is the cheapest outcome for everyone. Send your VIN, or a photo of the number stamped on your old part, to [email protected], or call +48 790 430 356. We check it against the catalogue and confirm before anything ships.