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

The delivery cost for returning certain goods must be covered by the customer and is non-refundable. The final cost depends entirely on the rates of your chosen courier service.

This policy applies to:

• Standard items.

• 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.

How to ship your return

You can send the goods via any delivery service convenient for you, provided it meets the following safety requirements:

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

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 delivered item does not match the part number you ordered, or if it is defective/damaged).

• Tyres and rims.

• Items returned under a warranty claim.

• Individual cases where a return at our expense has been specifically agreed upon with our customer service team.

Return methods

Depending on the agreed arrangement with our customer support team, please follow one of the two options below:

Option A: Return via return label

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

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

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: Drop the parcel off at the nearest post office or delivery point, and always ask for a collection receipt.

Option B: Return via courier pick-up

If it was agreed that a delivery service will collect the parcel directly from your address:

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

2. Check the number of boxes: Make sure that the number of boxes being returned does not exceed the number of boxes originally declared in your request.

3. Availability: Please ensure someone is available 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?

Please note that it takes at least 24 hours after receiving it by email for the return label to be activated in the courier's system. Additionally, the label is only valid for the country specified on it.

If the delivery service or post office still refuses to accept the return label after this period, please contact us by clicking HERE and provide us with the following information:

• The exact reason for the refusal

• The name/number and address of the branch that refused to accept the return label

• The date you tried to bring the parcel to that branch

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

Since collections are made based on the courier's specific route, someone needs to be available at the agreed address on the scheduled day.

If the courier does not arrive on the agreed day or refuses to collect the package for any reason, please inform us via our online chat by clicking HERE. We will investigate the issue immediately and arrange a new pickup slot for you.