Customer service · 14-day returns

Returns and complaints

We care about your satisfaction. We handle returns and complaints quickly and fairly — fill in one form and we will take care of the rest.

Fill in the form Important information

14 days

to withdraw from the contract

14 days

for the refund

2 business days

contact after we receive the item

25 years

on the market

How it works

See how simple it is

Four steps from your request to contact with our customer service

Fill in the form

You will find the return or complaint form below.

Pack the item

Make sure the item is undamaged and include proof of purchase.

Send the parcel

Norwit Sp. z o.o., ul. Inwalidzka 20, 41-506 Chorzów.

Wait for our reply

We will get back to you within 2 business days of receiving the item.

Request form

Return or complaint form

Choose the type of request, fill in your details and we will get back to you with the next steps

Zwroty reklamacje

Return Complaint

01Contact details

Company Private person

Business returns — when they are possible

A sole proprietorship has the right of withdrawal only if the purchase is not of a professional character for you — that is, it does not follow from the subject of your business activity disclosed in CEIDG (PKD codes). Companies (e.g. limited liability or joint-stock companies) have no right of withdrawal.

Legal basis: Article 7aa of the Act of 30 May 2014 on Consumer Rights.

I declare that I run a sole proprietorship and that this purchase is not of a professional character for me (it does not follow from the subject of my business activity disclosed in CEIDG).

Tick this declaration to send your return request.

Company name *

Tax ID / EU VAT *

Full name *

Phone number *

E-mail *

02Address

Postcode *

City *

Street and building / flat number *

03Order and machine

Order / invoice number *

Purchase date *

The item must be returned within 14 days of submitting the declaration.

Machine name *

Machine serial number

Engine serial number

04Reason for the request

Attachment

Photos and documents0/4

Attach proof of purchase and photos — they speed up handling of your request.

Add

JPG or PNG · up to 10 MB each · max. 4 photos

Reply within 2 days
14-day returns

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Manufacturer's warranty

Complaint conditions

If you file a complaint under the manufacturer's warranty, Norwit Sp. z o.o. acts as an intermediary between you and the manufacturer. The warranty terms — time, form of resolution and service cost — are set by the manufacturer.

The manufacturer sets the terms

The time, form of resolution and service cost are decided by the equipment manufacturer, in line with the warranty card.

Possible additional costs

If the manufacturer rejects the complaint, you may incur additional costs, e.g. the cost of return shipping.

Good to know

Important information

The complaint procedure does not limit your rights under the Act of 23 March 1964 — Civil Code (Journal of Laws 2019.1145) and the Act of 30 May 2014 on Consumer Rights (Journal of Laws 2020.287).

On delivery

Damaged parcel

Always inspect the parcel in the courier's presence. If you find damage, have a damage report drawn up — without it we cannot accept the complaint.

After unpacking

Mechanical damage

If the product shows visible mechanical damage discovered after the parcel was accepted, we may reject the complaint.

Your request

A good description is key

A detailed description of the fault and photos help us identify the problem quickly and handle your request efficiently.

Documents

Complaints and ownership

To file a complaint you need proof of purchase (e.g. a sales invoice) and a statement transferring ownership of the device.

FAQ

Frequently asked questions

Deadlines, costs and the most common questions

How long do I have to return an item?

14 days from delivery to submit your declaration of withdrawal from the contract. Send the item back within another 14 days of informing us — the posting date counts.

Can a business return an item?

Yes, but with a condition. If you run a sole proprietorship, you have the right of withdrawal on consumer terms — provided the purchase is not of a professional character for you, i.e. it does not follow from the subject of your business activity disclosed in CEIDG (PKD codes). Put simply: you are buying equipment outside your line of business. Companies (e.g. limited liability companies, joint-stock companies) have no right of withdrawal. A complaint can be filed by any customer, regardless of legal form.

Who pays for the return shipping?

The direct cost of sending the item back is borne by the consumer. If you chose a more expensive delivery method than our cheapest standard option, we refund the cost of the cheapest one.

When will I get my money back?

Within 14 days of us receiving the item or proof that it was sent back — whichever happens first. We refund using the same payment method you used.

What should I do if the parcel arrived damaged?

Inspect the parcel in the courier's presence and have a damage report drawn up with them. Without the report we cannot accept a complaint for transport damage.

Where do I find the machine serial number?

On the metal rating plate — usually on the frame, the engine housing or under the service cover. If you cannot read it, take a photo of the plate and attach it to your request.

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