Exchange and Return

Last updated: 1 July 2026

This Policy governs order cancellations, exchanges, and returns of products purchased through the DWIGER Parts website.

Seller:
Dwiger Automotive s.r.o.
Company ID: 17853613
VAT ID: CZ17853613
Registered office: Tvrdého 643, Letňany, 199 00 Prague 9, Czech Republic
Email: [email protected]
Telephone: +420 728 565 781
Website: www.dwigerparts.com

1. Custom-Made and Special-Order Products

Products cannot be exchanged or returned where they:

are manufactured according to the customer's individual order;
are produced or ordered specifically for a particular vehicle;
are selected according to the VIN, model, version, or equipment specification of the vehicle;
are made in a custom size, color, finish, or configuration;
are painted, upholstered, modified, or prepared according to the customer's requirements;
include custom-made forged wheels, body kits, carbon-fiber components, interior parts, or exhaust systems.

Once such an order has been confirmed and production, procurement, or individual preparation has begun, cancellation, exchange, and refund are not available, except where the product has a confirmed manufacturing defect or does not comply with the agreed specification.

2. Standard Products

A customer acting as a consumer may withdraw from a distance contract within 14 days of receiving a standard product, without providing a reason, unless a legal exception applies.

To qualify for a return, the product must:

not have been installed on a vehicle;
show no signs of installation, test fitting, use, or damage;
not have been painted, drilled, cut, sanded, or otherwise modified;
retain its original contents, protective films, packaging, and accessories.

The customer may inspect the product only to the extent necessary to establish its nature, characteristics, and functionality.

Where the value of the product has been reduced due to handling beyond what is necessary, the seller may reduce the refund by the corresponding amount.

3. Installed or Modified Products

Returns and exchanges are not accepted where the product:

has been installed or an installation attempt has been made;
shows traces of fasteners, adhesive, sealant, drilling, or mechanical processing;
has been painted or prepared for painting;
has been connected to the vehicle's electrical system;
has been used on a vehicle;
has been damaged by the customer, installer, or another third party.

Before installation, the customer must inspect the product's appearance, contents, and compatibility.

Starting the installation confirms that the product has been visually inspected and accepted by the customer, except in relation to hidden manufacturing defects.

4. Product Compatibility

Before placing an order, the customer must provide accurate vehicle information, including the model, model year, version, equipment specification, and VIN where required for compatibility verification.

A product in proper condition cannot be returned as incompatible where:

the customer provided incorrect or incomplete information;
the product was ordered without prior compatibility verification;
the vehicle had previously been modified or fitted with non-standard components;
installation requires normal professional adjustment or adaptation commonly associated with tuning parts.

5. Withdrawal Procedure

To withdraw from the contract, the customer must send a clear statement within the applicable period to: [email protected]

The statement should include:

the customer's name;
the order number;
the name of the product being returned;
the date of receipt;
contact details.

Refusing delivery of the parcel alone does not constitute a valid withdrawal from the contract.

Before returning the product, the customer must obtain return instructions and the return address from DWIGER Parts.

6. Return Costs

The customer bears the direct cost of returning the product.

For oversized products, including body kits, bumpers, hoods, wheels, exhaust systems, and large carbon-fiber components, return transport costs may be significant.

The customer is responsible for securely packaging the returned product and for any damage caused during return transport due to inadequate packaging.

Cash-on-delivery parcels and returns sent without prior arrangement will not be accepted.

7. Refunds

After receiving and inspecting the returned product, the seller will refund the eligible amount using the same payment method used for the original transaction, unless otherwise agreed.

The seller may withhold the refund until the returned product has been received or the customer provides evidence that it has been sent.

Additional costs resulting from the customer selecting a more expensive delivery method will not be refunded beyond the cost of the standard delivery option offered by the seller.

8. Exchanges

DWIGER Parts does not provide automatic product exchanges.

Where a customer wishes to replace a standard product, the original product must be returned in accordance with this Policy and a new order must be placed.

Replacement of a custom-made or special-order product is possible only with the seller's prior written approval.

9. Damaged or Incorrect Products

The customer must inspect the condition of the packaging upon delivery.

Where the packaging is visibly damaged, the customer should photograph or record the damage and note it with the carrier at the time of delivery.

If the product is damaged, incomplete, or different from the order, the customer must contact DWIGER Parts without undue delay and provide:

the order number;
a description of the issue;
photographs of the product and packaging;
photographs of the shipping label;
an unpacking video, where available.

The product must not be installed, painted, or modified before the claim has been reviewed.

10. Manufacturing Defects and Claims

This Policy does not limit the customer's statutory rights in relation to defective products.

A manufacturing defect should be reported before installation or further modification where it could have been identified during a normal inspection.

Damage caused by incorrect installation, use, accident, mechanical impact, unauthorized modification, or normal wear and tear is not considered a manufacturing defect.

11. Orders Placed by Companies and Entrepreneurs

The 14-day right of withdrawal applies only to customers acting as consumers.

Orders placed by legal entities, entrepreneurs, or persons purchasing products as part of their commercial or professional activity are not eligible for return or exchange unless otherwise agreed in writing in advance.

12. Order Cancellation Before Dispatch

An order for a standard product held in stock may be cancelled before it is handed over to the carrier.

A custom-made, special-order, or individually sourced product cannot be cancelled after:

the order has been confirmed;
a deposit or full payment has been made;
the order has been placed with the manufacturer or supplier;
production, painting, preparation, or modification has begun.

Any deposit paid for such an order is non-refundable to the extent of the seller's actual costs and commitments already incurred.

13. Contact Information

For questions regarding exchanges, returns, or claims, please contact DWIGER Parts before sending any product:

Dwiger Automotive s.r.o.
Email: [email protected]
Telephone: +420 728 565 781
Website: www.dwigerparts.com
Registered office: Tvrdého 643, Letňany, 199 00 Prague 9, Czech Republic