Returns guide: costs, packaging and shipping

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.
    
• 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

For certain categories, the cost of return shipping is covered by the customer and is non-refundable. The final cost depends entirely on the rates of your selected courier service.

This policy applies to:

• Standard items purchased without the "Safe Order" option.

• Old core parts.

• Bulky or oversized items.

• Specific cases where a return at the customer's expense was individually agreed upon.

How to ship your return

You are welcome to choose any courier service convenient for you, provided it meets the following safety requirements:

• No Cash on Delivery (COD): We do not accept packages sent via COD services. They will be automatically returned to the sender.

• For Non-EU Returns (No FedEx/UPS): If you are shipping from outside the European Union, do not use FedEx or UPS, as these packages will be rejected. Please use your local state postal service or alternative couriers.

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.

Returns at the Company's Expense

AUTODOC covers the return shipping costs for specific categories, provided the correct procedure is followed.

This policy applies to:

• Standard items (if the "Safe Order" option was activated, or if the item delivered does not match your ordered part number, or is defective/damaged).

• Tyres and rims.

• Goods returned under a warranty claim.

• Specific cases where a return at our expense was individually agreed upon.

Return methods

Depending on your specific arrangement with our customer service team, please follow one of the two options below:

Option A: Return via Return Label

If you received an email from the transport company containing a return label:

1. Pack the product according to our general packaging guidelines.

2. Print and attach: Print the provided return label and attach it securely to the outside of the parcel.

3. Wait 24 Hours: Please wait at least 24 hours after receiving the label before dropping off the parcel. The label needs this time to activate in the courier's system.

4. Drop off & Receipt: Hand over the package at the nearest post office or delivery point and always ask for a collection receipt.

Option B: Return via Courier Pick-up

If we agreed that a courier service will collect the package directly from your address:

1. Prepare in advance: Pack the goods according to our general guidelines and have them ready before the courier arrives.

2. Check the box count: Ensure that the number of boxes being returned does not exceed the number of boxes originally declared in your claim.

3. Availability: Please ensure someone is present at the specified address on the scheduled day, as the courier will arrive according to their own delivery route.

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.