You can make a return request in 3 ways:
Via your customer account
- Sign in to My AUTODOC.
- Go to Orders.
- Select the order with the item you want to return.
- Click on Returns and support. You will be redirected to our Returns portal, where you can find optimal return solutions and track the status of your request.
Via the footer on the main page
- Go to the main page of the website where you placed your order.
- Scroll down to the footer and click Returns and support.
- Enter your postcode and order number in the relevant fields, then click Search. You will be redirected to the Returns portal to submit your request.
Via the chatbot
If you have any doubts or need guidance, you can submit a return request directly using our chatbot:
- Open the chat widget on the website.
- Select Returns, warranty and refunds or Issues with delivered orders from the main menu.
- Choose Open a new claim, and then select Help me with my claim.
- Follow the interactive prompts to complete your request.
Note: For the best experience, please use the menu buttons provided in the chat.
Who pays for return shipping?
We evaluate who covers the return shipping costs when you submit your request. Once reviewed automatically or by our support team, the final outcome and step-by-step instructions will be sent to your email and updated in the Returns portal.
How do I fill in a request on the Returns portal?
Once you have navigated to the page for creating a new return request, follow the steps below:
- Select the main issue for returning the goods. For example: The item is not compatible with my vehicle.
- Select a specific issue for returning the goods.
Once selected the main issue you need to specify the issue. For example, main issue: The item is not compatible with my vehicle has the following specific issues:
- The dimensions don't match those of my original spare part
- I made a mistake while placing the order
- The item doesn't match its description
- The technical specifications don't match those of my original spare part
- Select the item to be returned from the list of items in the order.
- Specify the quantity of goods to be returned.
- Add comments on the return request (optional).
- Click on the Next button to go to Review and submit the request.
- Once the return request has been successfully submitted, a notification will appear on the screen as shown in the screenshot below.
When can I expect a response to my return request?
Most standard return requests are processed automatically within a few minutes. However, if your claim requires manual review by our customer support team, processing may take up to 48 hours.
Tip for faster processing: Please include clear photos of the item, tags, and outer packaging when submitting your request to help us approve your request as quickly as possible.
How do I view all my return requests in the Returns portal?
In the Returns portal, in addition to the page for creating a new return request, there is a page for viewing all the requests you have created – Order Returns.
On the Order Returns page you can also do the following:
- View your complete return history in one place, including order ID numbers, return reasons, creation dates, order totals and return totals, and item quantities.
- Filter requests in the returns list. You can filter by return number, reason, subreason and status by selecting the corresponding parameters and clicking Apply filters.
On the Details page of a return request, you can see more detailed information about return requests you have made, and do the following: 
- View the order number, overall status, and date the return request was created. View all items included to the request, their prices and their return statuses.
How to view and check the status of your return requests?
You can track your return request at any time on the Order returns page of the Returns portal. The overall status is displayed directly next to each request. To view specific item status details, hover your cursor over the 🛈 icon next to the return request.
Return request statuses
Return request statuses show the overall status of the request, which may include one or more items. Possible statuses are:
- Open – the request has been successfully submitted and is awaiting processing. All items in the request will have the status Pending.
- In progress – the request is being processed. The items in the request can have any status.
- Closed – the request has been processed and completed. When all items in the request have a status of either Completed or Rejected, the request will automatically become Closed
Statuses of the item for return
The status of the item for return shows the processing stage of a particular item from the return request. Possible statuses are:
- Pending – the request is pending. You must wait for 24 hours.
- Free return shipping – we will cover the return shipping. Download and print the return label and then send the goods to our warehouse.
- Return via courier pick-up – we will cover the return shipping. Expect a courier to come to your address to collect the goods.
- Return at own expense – you will have to cover the return shipping yourself.
- No return shipping required – we will refund the goods without the need to return them to our warehouse.
- At warehouse – the returned item has arrived at the warehouse and is awaiting inspection by our staff. The final decision will be made after the inspection.
- Confirmed – the refund has been confirmed. Expect the refund to be credited to your account according to the timeframes shown here.
- Rejected – the return request has been rejected. We cannot approve your return request or issue a refund for the item.
- Completed – a refund has been issued. Expect the refund to be credited to your account according to the timeframes shown here.
- Replacement – the company will send you a new replacement item identical to the returned item
When can I expect my refund?
The entire return process – from sending the item back to receiving your refund – can take up to 14 days in total. Please note that shipping transit times sometimes take longer, and return deliveries are handled by courier services. This is often the longest part of the process, which we cannot directly control.
Our processing times:
- Standard returns (items sent back): Once your items arrive at our warehouse and pass the physical inspection, we will usually issue your refund within 7 business days.
- No return required: If your claim is approved but you are not required to send the item back, the refund will be issued within 1–2 business days.
Payment provider processing times:
Once AUTODOC issues your refund, the time it takes for the funds to show up in your account depends on your payment provider:
- PayPal: 1–3 business days
- Credit/debit card: 1–3 business days
- Bank transfer: 1–14 days
If the returned item does not meet our Terms and Conditions, a refund will not be issued. For more details on rejected returns, please see our Returns guide.
FAQ
What should I do if I haven’t received a refund by the expected deadline?
First, please check the following:
- Request status: Check your status via the Returns portal.
- Tracking status: If you have returned an item, check the delivery tracking status to confirm whether it has arrived at the warehouse.
If your parcel has arrived and the complete estimated timeframe (including logistics and bank processing) has passed, please contact customer support via the online chat for immediate help.