Returns guide: costs, packaging, and shipping

Product return at the customer's expense

The delivery cost for returning the goods must be covered by the customer. This cost is not refundable.

Categories of goods returned at the customer's expense:

• standard goods for which the Safe Order option has not been activated;
• bulky items*;
• old core parts;
• individual cases for which a return at the customer's expense has been decided.

*Delivery of bulky items to the selected country is not available

Sending returns

1. Pack the product in its original packaging.
2. Print out the return form you received by email.
3. Put it in the shipping box. If you are unable to send the return form, put a printed order invoice in the shipping box.
4. Send the goods via any delivery service convenient for you. The cost of delivery is calculated by the courier company and depends entirely on its rates.

Please note

We do not accept returned goods sent with a cash on delivery (COD) service. COD packages will be returned to the sender.

Product return at the company's expense

Categories of goods returned at the company's expense:

• standard goods for which the Safe Order option has been activated;
• tyres and rims;
• goods returned under warranty;
• individual cases for which a return at the company's expense has been decided.

Sending returns

1. Pack the product in its original packaging.
2. Print the return form you received by email.
3. Put it in the shipping box.
   

Please note: goods will only be accepted in their original packaging and without signs of having been installed. An exception to this are warranty claims for products that develop a fault during use.

You have received an email from the transport company with a return label:

1. Pack the product as described above.
2. Print the return label from the delivery service.
3. Attach it to the parcel. Please wait for the label to activate, at least 24 hours after you receive it, before you take the parcel to the nearest post office or delivery office.
4. After handing over the package, request a collection receipt from the courier.

If we have agreed with you that the delivery service will come to an address specified by you and pick up the parcel:

1. Pack the goods as described above.
2. Prepare the goods for collection in advance.
3. The number of boxes to return must not exceed the number of boxes originally declared.
4. You should be at the address agreed on 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 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, please contact our customer service team by clicking here.