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). 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:
- Pack the product according to our packaging guidelines.
- Print the provided return shipping label and attach it securely to the outside of the parcel.
- Wait at least 24 hours after receiving the label before dropping off the parcel, as the courier's system needs time to activate it.
- 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:
- Pack the goods in advance so that they are ready before the courier arrives.
- Ensure the number of boxes matches the exact quantity declared in your return request.
- 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.
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.