This guide outlines the return process, shipping costs, and packaging requirements for different types of returns.
General packaging instructions
To ensure your return is processed successfully, please follow these basic preparation steps for all items:
- Original packaging: Pack the product in its original packaging. Goods will only be accepted if they show no signs of installation (except for warranty claims for products that develop a fault during use). Please make sure to pack the item properly to avoid damage during transportation.
- Pay special attention to fragile items such as: headlights, rear lights, fog lights, mirrors, alternators, and brake discs. Use the original brand box, the packaging box, and filling material to secure the item well.
- Pay special attention to fragile items such as: headlights, rear lights, fog lights, mirrors, alternators, and brake discs. Use the original brand box, the packaging box, and filling material to secure the item well.
- Return documentation: Print the return form you received by email and place it inside the shipping box. If you cannot print the return form, please include a printed copy of the order invoice instead.
Returns at the customer's expense
The delivery cost for returning certain goods must be covered by the customer and is non-refundable. The cost depends entirely on the rates of your chosen courier service.
Applicable categories:
- Standard goods for which the "Safe Order" option was not activated.
- Old core parts.
- Bulky items (note: delivery of bulky items to the selected country is currently unavailable).
- Individual cases where a return at the customer's expense has been specifically decided.
Shipping method:
You can send the goods via any delivery service convenient for you.
Returns at the company's expense
AUTODOC covers the return shipping costs for specific categories, provided the correct procedure is followed.
Applicable categories:
- Standard goods for which the "Safe Order" option was activated.
- Tyres and rims.
- Goods returned under a warranty claim.
- Individual cases where a return at the company's expense has been specifically decided.
Depending on the agreed arrangement, please follow one of the two shipping methods below:
Option A: Return via return label
If you received an email from the transport company with a return label:
- Pack the product according to the general instructions.
- Print the return label provided by the delivery service and attach it to the parcel.
- Wait at least 24 hours after receiving the label for it to activate before dropping the parcel off at the nearest post office or delivery point.
- Ask the courier for a collection receipt after handing over the package.
Option B: Return via courier pick-up
If it was agreed that a delivery service will collect the parcel from your address:
- Pack the goods according to the general instructions and prepare them for collection in advance.
- Make sure that the number of boxes being returned does not exceed the number of boxes originally declared.
- Please ensure someone is available at the specified address throughout the day, as the courier will arrive according to their own schedule.
FAQ
I received the return label, but it is not activated. What should I do?
The return label will take at least 24 hours after you received it by email to be activated. Please take into account that the label will only be activated for the country specified on it.
If the delivery service or post office refuses to accept the return label, please contact us by clicking here and give us the following information:
- the reason for the refusal
- the number/name and address of the office that refused to accept the return label
- the date you brought the parcel to this office.
The delivery service promised to pick up the goods on the agreed day, but the courier never arrived. What should I do?
You must be at the address agreed with the delivery service all day. If the courier does not arrive on the agreed day or refuses to collect the goods for any reason, let us know via the online chat by clicking here.