Complaints and Returns

If the product is damaged, defective, incorrect, wrongly packed, or does not fit your motorcycle, you have the right to file a complaint about any original defect that becomes apparent within 2 years from the date of delivery.

If you want to withdraw from the purchase or exchange the product for a different size, you have the right to return it within 14 days from the date of delivery. Check the purchase date and, in case of a complaint, the warranty conditions provided with the product.

To initiate a return, follow the steps below:

1. Log in to your account.
2. Go to the ORDERS section.
3. Find the order containing the products you wish to return or complain about and click the "RETURN PRODUCT" button.
4. Select the specific product(s) for return along with the quantity (e.g. you ordered 3 of the same t-shirts, but the issue concerns only one of them).
5. Select the reason for return from the dropdown list.

- COMPLAINTS – choose a reason starting with the word "COMPLAINT", e.g. "COMPLAINT - Rapid wear", “COMPLAINT - failure during proper use".
- RETURN – choose a reason starting with the word "RETURN", e.g. "RETURN - no reason given".

6. Select your preferred resolution method, e.g. "refund", "inspect the defect", "exchange for a different size".
7. Describe the issue with the product.
8. Finally, confirm the return and our system will generate a digital return request – if possible, print it and include it in the package. If you don’t have a printer, please include a note in the package with the information "Return for order no. [insert order number here]", so we know which order the return refers to.

IMPORTANT: If you believe that additional materials such as photos/videos showing the defect could be helpful, please send them to us at reklamacje@gasgas-sklep.pl  In the email subject line, write "complaint [order number]".

Product shipping:
After submitting the return request, secure your package properly. A courier will arrive with a label to collect your return package the next day. If you are unavailable, they will attempt pickup up to 3 times. You will receive pickup details via email from the carrier.

Return shipment tracking
You can track the status of your return in your GASGAS-SKLEP.PL customer account in the "RETURNS" tab. You will also be informed of status changes via email and your customer account.

Waiting for verification
Once we receive the returned product, we will begin verifying the request. We have a maximum of 14 days from the date of delivery to process the complaint, but we will try to do it sooner. In special cases, this period may be extended – if so, we will keep you informed.

If the complaint is accepted, we will take appropriate action in accordance with our regulations and warranty conditions, considering your preferred resolution where possible.

Communication with the store
If necessary and in case of additional questions, the store will contact you via email or phone. If you have further questions or remarks, write to us at reklamacje@gasgas-sklep.pl

If the product is damaged, defective, incorrect, wrongly packed, or does not fit your motorcycle, you have the right to file a complaint for any original defect that becomes apparent within 2 years from the date of delivery.

The complaint should be submitted immediately after noticing the defect. The right to submit a complaint expires after 2 years from the date of purchase. Check the purchase date and the warranty conditions provided with the product.

To file a complaint, follow the steps below:

1. Go to the return module by clicking this LINK
2. Prepare your order number and email address and click "FIND ORDER".
3. Select the specific product(s) for return along with the quantity of items being complained about (e.g. you ordered 3 identical t-shirts, but the issue concerns only one).
4. Choose the reason for return from the dropdown list.

- COMPLAINTS – select a reason that starts with the word "COMPLAINT", e.g. "COMPLAINT – Rapid wear", "COMPLAINT – malfunction under proper use".
- RETURNS – select a reason that starts with the word "RETURN", e.g. "RETURN – no reason given".

5. Choose your preferred resolution method, e.g. "refund", "inspect the defect", "exchange for a different size".
6. Describe the issue with the product.
7. Finally, confirm the return, and our system will generate a digital return request – if possible, print it and include it in the package. If you do not have a printer, please include a note in the package saying "Return for order no. [insert order number]" so we know which order the return relates to.

IMPORTANT: If you believe that additional materials such as photos/videos showing the defect could be helpful, send them to us at reklamacje@gasgas-sklep.pl . In the email subject line, write "complaint [order number]".

Shipping the product
After submitting the return, properly secure your package. A courier with a return label will come to collect your return package the next day. If you are unavailable, they will make up to 3 pickup attempts. You will receive pickup details in an email from the carrier.

Return shipment tracking
You can track the status of your return by clicking this LINK. Provide your order number and email address just like during the return submission. You can view the return and status updates in the RETURNS section.

Waiting for verification
Once we receive the complained product, we will proceed to verify the request. We have a maximum of 14 days from the date of delivery to process the complaint, although we aim to do it sooner. In exceptional cases, this period may be extended – if so, we will inform you accordingly.

If the complaint is accepted, we will take appropriate action according to our terms and conditions and the warranty policy, taking into account your preferred resolution method where possible.

Communication with the store
If necessary and for additional questions, the store will contact you by email or phone. If you have further questions or comments, write to us at reklamacje@gasgas-sklep.pl

You have the right to return purchased products without providing a reason within 14 days from the date of receiving the package.

Product Evaluation:
Within this period, you may open the packaging to assess the condition of the received product, its properties, and functionality.

If you received a product with a defect or fault – you can file a complaint under the warranty. You have 2 years from the date of purchase to do so. In the case of technical or electronic parts, the product may be sent for a technical inspection (e.g. to the manufacturer or distributor) to confirm the cause of the defect.

We have a maximum of 14 working days to respond to your complaint from the moment we receive the complete complaint documentation.

You will receive your refund within 14 days from the moment the return package is handed over to the carrier, provided your return is approved. Remember to keep the return receipt from the carrier until you receive your refund.

Returns are handled exclusively via UPS and they are free of charge for you.

To return a product, go to the "Returns and Complaints" section or log in to your customer account and generate a return request.

Once it's approved, we will schedule a UPS courier for you – you don't need to print the label, the courier will bring it. Simply pack the parcel properly and hand it over to the courier during pickup.

Non-prefabricated items manufactured according to the Customer’s specifications or intended to meet their individual needs, e.g. motorcycle decals, personalized rider jerseys.

The right of withdrawal does not apply to contracts for products from the GASGAS-SKLEP.PL Online Store delivered in sealed packaging, if the packaging has been opened after delivery, making the product non-returnable for health protection or hygiene reasons.

This right also does not apply to data carriers with software or other materials that can be copied or installed in a vehicle or a device intended for that purpose, e.g. CDI modules. Each complaint will be reviewed individually.

Electronic parts (such as ignition modules, controllers, gauges, etc.) are highly sensitive to improper installation, reverse connection, incorrect voltage, or short circuits.

If the part was installed independently and then became damaged, the complaint may be rejected if the expert report shows that the damage resulted from incorrect installation or use inconsistent with its intended purpose. To retain full warranty rights, we recommend installation by an authorized motorcycle service center. This helps avoid damage and facilitates the complaint process.

In the case of complaints regarding electronic parts, we always require a description of the issue and installation documentation, e.g. a service protocol. The part may be sent to the manufacturer or distributor for technical inspection. A decision on the complaint will be made after the verification process is completed.

Visible external damage:

If the package arrived damaged (e.g. torn, crushed, wet, or tampered with), be sure to fill out a damage report with the courier at the time of delivery. This document will help us effectively claim compensation from the carrier and process your complaint efficiently.

Internal damage – no visible signs on the package:

If the packaging appeared intact but the product inside turned out to be damaged after opening – you can still file a complaint. In this case, take photos of the outer packaging and the damaged product and attach them to your return request. Generate the return and send the photos to reklamacje@gasgas-sklep.pl

If you have any comments, suggestions, or concerns regarding the store service, quality of communication, or order processing – you can send them to the dedicated email address: skargi@gasgas-sklep.pl

In your message, please include:

- order number (if applicable),

- a description of the situation your message refers to,

- your contact details so we can reply.

We treat every message seriously and address each case individually. We respond to submitted messages within up to 7 working days.

Keeping the original packaging is required for all returns. Returns without proper protection may be rejected or may be subject to a value reduction assessment.

In the event that the Consumer exercises the statutory right of withdrawal, the Consumer is responsible for any reduction in the value of the Product resulting from using it in a manner that goes beyond what is necessary to determine the nature, characteristics, and functioning of the Product.

The Consumer's liability may include, in particular, the inability to resell the Product as a fully valuable item, the cost of reattaching tags and security elements, as well as the cost of restoring the Product to a condition that allows it to be resold in the Online Store, including the cost of an expert examination and the removal of any defects identified during such an inspection (to the extent that such defects are the result of use beyond what is necessary to determine the Product’s nature, characteristics, and functioning).

In such a case, if the product has been unpacked and shows signs of value reduction resulting from use beyond what is necessary to determine its nature, characteristics, and functioning, the refund amount may be reduced according to the deductions listed below: up to 20% deduction for missing original packaging (15% for foil, 20% for box, 10% for missing label, 15% for missing tags) from the product value, and a 10% deduction for the expert examination required to determine whether the returned product was originally purchased from the GASGAS-SKLEP.PL Online Store and whether it has any additional value-reducing damage. This is due to the fact that some products offered in the GASGAS-SKLEP.PL Online Store have no identifying marks other than serial labeling on their original packaging (foil, box).

This situation applies in particular to some parts, which is why an authenticity verification is required to confirm that the product originates from the GASGAS-SKLEP.PL Online Store’s offering.