How to pack and ship your return parcel

This guide outlines the packaging requirements and shipping methods for returning items to AUTODOC.

How to pack your return

To ensure your return is accepted and processed without delays, please follow these packaging steps: 

• Original packaging: Pack the item in its original product box. Items must show no signs of installation (except for warranty claims involving faults during use). Items that do not meet our return conditions will be rejected upon inspection (see FAQ below for details). Secure the box well to prevent damage during transit.

• Extra protection for fragile parts: Pay special attention to fragile components (e.g. headlights, rear lights, fog lights, mirrors, alternators, and brake discs). Place the item in its original box, put it inside a sturdy shipping box, and fill any empty spaces with protective packaging material.

• Return documentation: Print the return form that was sent to you via email and place it inside the shipping box. If you cannot print the form, include a printed copy of your original order invoice instead.

How to ship your return

Depending on the solution agreed upon for your request, please follow one of the three options below:

Option A: Return using a return shipping label 

If you received an email with a printable return label:

1. Pack the product according to our packaging guidelines.
2. Print the provided return shipping label and attach it securely to the outside of the parcel.
3. Wait at least 24 hours after receiving the label before dropping off the parcel, as the courier's system needs time to activate it.
4. Hand over the package at the nearest drop-off point and always ask for a collection receipt.

Option B: Return via courier pick-up service

If a home collection has been arranged for your return:

1. Pack the goods in advance so that they are ready before the courier arrives.
2. Ensure the number of boxes matches the exact quantity declared in your return request.
3. Ensure someone is present at the address on the scheduled pick-up day.

Option C: Return via your own courier 

If you are shipping the package independently:

• You may choose any courier service that is convenient for you.
• No Cash on Delivery (COD): Please note that we do not accept packages sent via COD. They will be automatically rejected and returned to you.

Special requirements for non-EU returns

Returns from non-EU countries require mandatory customs clearance. To ensure your package successfully passes inspection and is not returned to you, please strictly follow the guidelines below:

• Do NOT use FedEx or UPS: We do not accept returns shipped via FedEx or UPS. Packages sent through these couriers will be automatically rejected and returned to the sender. Please use an alternative local postal or courier service.

• Documents on the outside: Unlike general returns, all return documentation (including the return form/invoice) must be attached to the outside of the package in a clear document pouch, not placed inside the box.

• Initiate the claim first: Always ensure your return claim has been officially initiated in our system before shipping. Ideally, include our official returns form.

• Crucial order details: Ensure that both your Order Number and the specific Product Numbers are clearly indicated on the shipping documents.

• Matching customer data: The sender information on the return package must exactly match the customer details provided when the order was originally placed.

FAQ

I received the return shipping label, but it has not been activated. What should I do?

Return labels can take up to 24 hours to register in the courier’s system. Please wait 24 hours after receiving the email containing the label before dropping off your parcel. 

• If the label remains inactive after 24 hours, contact customer support for assistance via our online chat.
• If the delivery service or post office refuses to accept the return label, please contact us via our online chat and give us the following information:
  • The reason for the refusal
  • The number/name and address of the office/drop-off point that refused to accept the return label
  • The date you brought the parcel to this office/drop-off point

The delivery service promised to pick up the goods on an agreed day, but the courier never arrived. What should I do?

Please ensure that someone is available at the agreed address for the full duration of the scheduled day. First, check your email for any rescheduling notifications from the courier. If the courier does not arrive on the agreed day, refuses to collect the goods for any reason, or provides no update, please let us know via our online chat so that we can resolve the issue with the delivery service and arrange a new pickup window.

What happens if a returned item is rejected upon inspection?

If a returned item does not meet our Terms and Conditions, we will notify you by email. Please respond to this email within 7 working days to let us know your decision. If you would like the item shipped back to you, you will need to confirm your address and cover the return delivery fee.

If we do not hear from you within this timeframe, the item will be scrapped and recycled at our facility. Please be aware that once an item has been scrapped, it is non-recoverable and non-refundable.