Product Warranty

All new products sold by Patrol Shop are covered by the legal guarantee of conformity, free of charge.

In short

• Consumers: 2 years from delivery, under Romanian GEO no. 140/2021.
• Defect found within the first 30 days after delivery: we replace the product.
• We resolve your claim within a maximum of 15 calendar days from the date you notified us.
• Repair or replacement, including shipping, is free of charge for you.
• Business customers: 12 months from the invoice date.
• Nothing wrong with the product, but you no longer want it? That's a return, not a warranty claim: see our Return Policy.

Legal guarantee of conformity (consumers)

METZKOV ENGINEERING SRL is liable for any lack of conformity that exists at the time of delivery and becomes apparent within 2 years of delivery. The legal guarantee is free of charge and applies under Romanian Government Emergency Ordinance (GEO) no. 140/2021 on certain aspects of contracts for the sale of goods, which implements EU Directive 2019/771. Your rights under the law cannot be limited or excluded by contract.

If you live in another EU country, you may also benefit from the mandatory consumer protection rules of your country of residence.

A product is in conformity if it:

• matches its description on our website, including the vehicle compatibility stated on the product page;
• has the quality, performance and durability normal for products of the same type;
• is fit for the use it is intended for, including off-road use where the product is designed for it;
• comes with the promised accessories and fitting instructions.

If a lack of conformity becomes apparent within 12 months of delivery, it is presumed to have existed at delivery, and it is up to us to prove otherwise. After the first 12 months and until the end of the 2 years, you may need to show that the defect existed at delivery (for example, a material defect rather than later damage).

After the 2 years, you can still request repair or replacement of products that cannot be used because of hidden defects that appear within the product's average service life, under the conditions provided by Romanian law.

Your rights if a product is not in conformity

You can choose between repair and replacement. Before carrying out the remedy, we will inform you of the options available. We can refuse one option only if it is impossible or would cost disproportionately more than the other, and we will give you the reason in writing.

• First 30 days: if the lack of conformity is found within 30 calendar days of delivery, you are entitled to a replacement.
• Time limit: repair or replacement is completed within a maximum of 15 calendar days from the date you notified us of the lack of conformity.
• No cost to you: shipping (both ways), labour and the parts needed to bring the product into conformity are paid by us. We collect the non-conforming product at our expense.
• Replacement is with an identical product. We can offer an equivalent or higher-spec product only with your agreement.
• Price reduction or refund: you can ask for a proportionate price reduction, or terminate the contract and receive a full refund, if we have not repaired or replaced the product, have refused to do so, the lack of conformity persists after the remedy, or it is serious enough to justify an immediate solution. Termination is not possible if the lack of conformity is minor.
• Refunds are made using the payment method used for the order, without fees. For cash-on-delivery orders, refunds are made by bank transfer to the account you provide.
• Warranty extension: the warranty is extended by the time the product could not be used, from the date you notified us until the date we return it to you in working order. For a replaced product, a new warranty period starts from the date of replacement.

Products fitted to a vehicle

If the product was fitted correctly, in line with its nature and purpose, before the defect appeared, bringing it into conformity includes removing the defective product and fitting the repaired or replacement one. We can carry out the work ourselves or cover the reasonable cost of removal and refitting.

To have the labour costs reimbursed:

1. Contact us before removing the part, so we can agree on how to proceed.
2. Send us the workshop's invoice and itemised job sheet showing the labour for removing and refitting that part.

We recommend having the product fitted by a specialist workshop, especially safety components (brakes, steering, suspension), but this is not a condition of the legal guarantee. If you fit the product yourself, follow the manufacturer's instructions: defects caused by incorrect fitting are not covered.

What the warranty does not cover

The warranty covers lack of conformity of the product. It does not cover defects or damage caused by:

• incorrect fitting, unless we fitted the product or the error is due to instructions provided by us or by the manufacturer;
• use beyond the limits specified by the manufacturer (for example load, pulling force, pressure or continuous operating time);
• accidents, impacts, bending or other external factors;
• modification, machining or repair of the product by third parties (for example cutting, welding, reprogramming);
• improper maintenance, contrary to the manufacturer's instructions;
• normal wear of consumable parts (brake pads, filters, belts, bushings, etc.); premature wear caused by a defect is covered;
• using the product for a purpose other than the one it is intended for.

Fitting products to modified vehicles or using them off-road, within the conditions they are designed for, does not void the warranty. If we reject a claim, we will tell you our findings in writing and return the product to you. Shipping both ways remains at our expense.

How to make a warranty claim

1. Fill in the Warranty Form with your order number, the product, a description of the problem and photos or a video. Tell us whether the product was fitted, by whom, and whether you prefer repair or replacement.
2. We reply within one working day and send you a GLS return label or, where available, a code for dropping the parcel off at a GLS Locker. Shipping is free and you don't need to book a courier yourself.
3. Pack the product so it won't be damaged in transit. The original packaging is not required.
4. We inspect the product, together with the manufacturer or supplier if needed, and keep you updated by email or phone.
5. We repair, replace or refund within a maximum of 15 calendar days from your claim and confirm the outcome in writing.

Proof of purchase (your order number or invoice) is enough to open a claim. We only need to be able to identify the product as the one we sold, by its code, serial number or marking, matched against your order. To reimburse removal and refitting labour, we also need the workshop's invoice and job sheet.

If you prefer to send the product yourself, fill in the form first, then ship the parcel to the address below. We will reimburse your shipping costs.

Address for sending the product:

METZKOV ENGINEERING SRL
Str. Valea Seacă nr. 1A
400279 Cluj-Napoca
Cluj County
Romania
Phone: +40 730 122 006

To make a warranty claim, please fill in the form: WARRANTY FORM

Manufacturer's warranty

Some products may come with a warranty certificate issued by the manufacturer. That warranty's terms are the ones in the certificate, and the guarantor is the manufacturer named in it. The manufacturer's warranty is in addition to the legal guarantee and does not limit it: for any lack of conformity within the 2 years, you can always come directly to us, free of charge.

Business customers

For products bought by companies or sole traders for professional purposes, METZKOV ENGINEERING SRL provides a commercial warranty of 12 months from the invoice date, under the Romanian Civil Code. GEO no. 140/2021 does not apply to these purchases.

Conditions for business customers:

• hidden defects must be reported within 2 working days of discovery, in accordance with Article 1709 of the Romanian Civil Code;
• for products fitted to a vehicle, a copy of the vehicle registration certificate is required;
• the warranty covers repair, replacement or refund of the product price; it does not cover removal and refitting labour, vehicle transport or downtime, or any other indirect losses;
• the exclusions in the section "What the warranty does not cover" also apply.

Notice on off-road products

Some products are intended for off-road, competition, recreational or modified vehicles and may not be approved for use on public roads. Before fitting, check whether their use on public roads is permitted and whether the modification needs to be approved (in Romania by RAR, the Romanian Automotive Register; elsewhere by the competent authority in your country).

The vehicle compatibility stated on the product page is our responsibility. Approval and road legality are the responsibility of the vehicle owner. This notice does not affect the legal guarantee.

Warranty or return?

The warranty applies when there is a problem with the product. If the product is fine but you no longer want it, that's a return:

• within 14 days of receipt, you can withdraw from the contract without giving a reason;
• from day 15 to day 30, you can use the Patrol Shop commercial return, under the conditions in our Return Policy.

Contact

For warranty questions: contact@patrolshop.ro, phone +40 730 122 006 or WhatsApp, Monday to Friday, 09:00–17:00 (Romanian time).

Seller and guarantor: METZKOV ENGINEERING SRL, Str. Valea Seacă nr. 1, hala 2, parter, Cluj-Napoca, Cluj County, Romania; VAT no. RO44322040; Trade Register no. J2021002501120.

If we cannot reach a solution, you can contact the Romanian National Authority for Consumer Protection (ANPC) or use the alternative dispute resolution procedure (SAL). If you live in another EU country, you can also contact the European Consumer Centre in your country.