Complaints and returns

At Peterbus.pl, we want the bus part you purchase to help resolve your vehicle problem quickly. If the product does not meet your expectations, does not fit your vehicle or you notice a problem after receiving the shipment, please contact us — we will help you arrange a return, exchange or complaint.

Contact for returns and complaints:
e-mail: info@peterbus.pl
tel. / SMS / WhatsApp: +48 500 600 711

Returning bus parts

Consumers and entrepreneurs with consumer rights

If you are a Consumer or an Entrepreneur with consumer rights and have concluded a distance contract, you have the right to withdraw from the contract within 14 days from the date of receiving the product, without giving any reason.

To meet the deadline, it is sufficient to send the withdrawal statement before the 14-day period expires. You can send the statement by e-mail to info@peterbus.pl or include it with the returned shipment.

After withdrawing from the contract, send the product back without undue delay, no later than within 14 days from the date of submitting the withdrawal statement.

The returned product should be complete and properly secured for transport. We recommend sending the product in its original packaging, if you have it, but the lack of original packaging is not in itself grounds for refusing the return. However, the Customer is liable for any reduction in the product's value if they used it beyond what was necessary to check its nature, characteristics and functioning.

The direct cost of returning the product is borne by the Customer, unless we have agreed otherwise individually.

The payment refund will be made without undue delay, no later than within 14 days from the date on which we receive the withdrawal statement. We may withhold the refund until we receive the product back or the Customer provides proof that it has been sent back — whichever occurs first.

We issue the refund using the same payment method that was used for the purchase, unless the Customer expressly agrees to another refund method that does not involve any additional costs for them.

When does the right to return not apply?

The right to withdraw from the contract does not apply, among other cases, to products made according to the Customer's specifications or intended to meet their individual needs, such as made-to-measure bus curtains, made-to-measure bus headrests, or upholstery elements prepared according to specified dimensions, pattern, colour or other individual parameters.

Business purchases

A Customer who is an Entrepreneur and purchases a product in connection with their business or professional activity does not have a statutory right to withdraw from a distance contract, unless the law grants them the status of an Entrepreneur with consumer rights or Peterbus individually agrees to a return or exchange of the product.

For business purchases, we encourage you to contact us — in many situations we may offer an exchange of the part or another practical solution.

How to make a return

1. Contact us by e-mail, telephone, SMS or WhatsApp and let us know that you wish to return the product.
2. Prepare a withdrawal statement. You may provide the order number, buyer's details, the name of the returned product and the bank account number for the refund if the refund is to be made by bank transfer.
3. Pack the product securely so that it is not damaged during transport.
4. Send the product to the address indicated below.
5. After receiving the returned shipment, we will check the condition of the product and issue the refund in accordance with the applicable regulations.

Returns address:
Peterbus
Podanin, os. Tęczowe 30
64-800 Chodzież

InPost parcel locker:
PDN01G — by prior arrangement with us.

Warranty and used products

Some new products available in our shop may be covered by a manufacturer's warranty. If a product has a manufacturer's warranty, information about the warranty is provided in the documents supplied with the product, the product description or information provided by the manufacturer.

The manufacturer's warranty does not exclude, limit or suspend the Customer's rights arising from the Seller's liability for the product's lack of conformity with the contract.

For used products, we make every effort to offer products that are functional and consistent with their description. However, used products may show typical signs of previous use, storage, dismantling or transport, where this follows from their nature, the photographs or the offer description.

If a used product is defective, incomplete, intended for repair, refurbishment or testing, or is offered as a parts donor, we state this in the offer description or in individual correspondence with the Customer.

If a purchased used product proves not to conform to the contract, you may submit a complaint. Depending on the circumstances, we may offer repair, replacement with an equivalent product, a price reduction, a refund or another solution agreed with the Customer and compliant with the applicable regulations.

Complaints

If the purchased product does not conform to the contract, is damaged, does not work properly or does not match the description, you may submit a complaint.

You may submit a complaint:

• by e-mail: info@peterbus.pl,
• by telephone, SMS or WhatsApp: +48 500 600 711,
• by post to: Peterbus, Podanin, os. Tęczowe 30, 64-800 Chodzież,
• via the contact form available in the shop, if available.

Where possible, include the following in your complaint:

• your first and last name or company name,
• contact details,
• the order, invoice or receipt number, if you have it,
• the name of the product concerned,
• a description of the problem,
• the date on which you noticed the problem,
• your preferred remedy, e.g. repair, replacement, price reduction or refund.

The absence of a receipt or invoice is not in itself grounds for refusing to accept a complaint if the purchase of the product from Peterbus.pl can be confirmed in another way.

We will respond to the complaint within 14 days from the date of receiving it. We will inform you of the outcome by e-mail, telephone or another agreed method.

If the complaint is accepted, we will take action in accordance with the applicable regulations, in particular: repair of the product, replacement of the product, a price reduction or a refund.

If returning the product is necessary to process the complaint, we will agree with you on how it should be delivered. The product should be packed securely and appropriately for its type and dimensions.

Damage to a shipment during transport

When receiving a shipment, we recommend checking whether the packaging is damaged. If the packaging is damaged, dented, torn, wet or appears suspicious, it is best to prepare a damage report with the courier and contact us immediately.

Preparing a damage report makes it easier and faster to pursue claims against the carrier, but the lack of a report does not exclude the Consumer's rights under the law.

If, after opening the parcel, you discover that the product was damaged during transport, contact us as soon as possible:

e-mail: info@peterbus.pl
tel. / SMS / WhatsApp: +48 500 600 711

Returns and complaints address

Peterbus
Podanin, os. Tęczowe 30
64-800 Chodzież

InPost parcel locker:
PDN01G — exclusively by prior arrangement with us.

e-mail: info@peterbus.pl
tel. / SMS / WhatsApp: +48 500 600 711