What to do if the purchased item doesn't fit or you've decided you don't want it
What is a core charge?
According to European law, the core charge is the amount that the manufacturer of the part charges to ensure that the old part is returned for refurbishment.
How to create a core charge refund request
Registered user
1. Go to My orders.
2. Select the order with the required item and click on Details about the order.
3. Select Items to return or replace in the new window.
4. Select the item and indicate Return of part subject to core charge as the reason for return.
You can also create a return request via the Core exchange page.
At the bottom of the page you can find the fields where you need to enter the order number of the item to be returned and the delivery postcode.
You can check the status of your request once you have created it.
Please note: if you placed the order as a guest user, create a return request via the Core exchange page.
How to get a core charge refund
1. Wait for your order to be delivered. After receiving the new part, you have 12 months to return the old part.
2. Before shipping it, check the manufacturers' requirements for the core part. Read more about this here.
3. If your spare part meets the specified requirements, make a request to return the used core part.
4. You will receive an email with the completed return form. Print the form.
5. Pack the part and put it in the shipping box along with the form. You can use the AUTODOC box which your order was delivered in.
6. Send the spare part to this address:
AUTODOC SE (Retoure - Lager R)
Rhinstraße 132
12681 Berlin
Germany
7. Wait for a decision on your request. This can take up to 6-8 weeks from when the used part arrives at the warehouse.
8. After the part has been checked, you will receive an email with a decision regarding your request.
9. If the core part is accepted by the manufacturer, the money will be refunded in a way that is convenient for you.
I sent the old part for a refund of the core charge. I was told to wait for a reply from the manufacturer. Why is this?
If you have received this information, it means that the car part does not meet the criteria for return:
- it shows signs of significant damage
- it is severely corroded
- it was received in a disassembled state
- its specifications are not identical to those of the new spare part.
- In such a case, the manufacturer decides whether the core charge can be refunded. The goods will be sent for examination, and the average waiting time for a decision is up to 8 weeks. Our customer service team will contact you as soon as they receive a reply from the manufacturer.