Beyond returns: How AUTODOC builds customer trust through extended return services

What AUTODOC offers at a glance

The return services described in the AUTODOC terms cover several areas. They include the statutory right of withdrawal, the optional Safe Order extension, a dedicated returns and support portal, help with damaged deliveries, guidance and if necessary personal support on checking fit before installation and a deposit system for certain core parts that carry a core charge. Each is explained below.

The statutory right of withdrawal as the foundation

Consumers buying directly from AUTODOC generally have 14 days from delivery date covered by their contract to notify AUTODOC that they wish to withdraw, without giving a reason. After notifying, the customer sends the goods back no later than fourteen days from that date. The deadline is met if the parcel is sent within that period and AUTODOC may ask for proof of dispatch. For items sold by third-party sellers on the AUTODOC MARKETPLACE, the withdrawal conditions are published on the seller’s page and can differ from AUTODOC’s.

Returns must be sent from the original country of delivery. The customer pays the direct return shipping costs. Under the statutory withdrawal policy, a deduction may apply for loss in value caused by handling beyond what is necessary to inspect the goods.

Safe Order for more time to decide

Safe Order extends the return window well beyond the statutory period. It is an optional paid add-on that, where available, can be bought in the final step of checkout. The fee is shown in the current price list.

With Safe Order, the customer can return goods within 200 days of the delivery date without giving a reason. Once AUTODOC receives and inspects the goods, it either refunds the money or replaces the product, depending on the customer’s preference. The statutory right of withdrawal within generally the first 14 days remains unchanged.

The terms define clear boundaries for the option.

• The product is in its original condition and has not been used, damaged, otherwise changed (e.g., painted) or installed.
• The customer pays the direct return shipping costs.
• The option covers one return per order, arranged through the customer account or AUTODOC support and sent from the country of delivery.
• It applies to purchases from AUTODOC itself, not to items sold by third-party sellers on the AUTODOC MARKETPLACE.
• It is not available for bulky goods, tyres or core parts that carry a refundable deposit (see “Core parts and deposits” below).

One portal for returns and support

The returns and support portal brings requests together in one place. You can use it for both standard returns and returns under the Safe Order option, where applicable. Starting a request takes only a few simple steps.

1. Enter the delivery address postcode and order number.
2. Select the products you need help with.
3. Choose the reason that fits best and add details if needed.
4. Wait for AUTODOC or the third-party seller to get in touch and check your spam folder for the reply.

The portal also makes the process clear for AUTODOC MARKETPLACE orders. Some products are sold by third-party sellers and these go back to the address the seller provides. Parcels sent to the AUTODOC warehouse in such cases cannot be processed, which would delay the return, so following the seller’s instructions keeps things moving. Customer service hours are shown on the returns page.

Where to send returned items under the right of withdrawal

The return address for a product sold by AUTODOC depends on the country of delivery. Items sold by third-party sellers on the AUTODOC MARKETPLACE are not covered by the table below and go back to the address the seller provides. After informing AUTODOC about exercising your right to withdrawal, regular items sold by AUTODOC can be returned to following addresses:

Support when a delivery arrives damaged

The terms also cover transport damage. Customers may refuse to accept a damaged delivery. If possible, they tell the parcel service employee straight away and document the extent of the damage. They can then contact the AUTODOC Help Centre or the returns portal. According to the terms, this does not restrict the customer’s statutory rights and it helps AUTODOC take up the matter with the parcel service.

Checking fit before installation

AUTODOC’s terms set out a visual fit check before installation, because incorrect deliveries can occur in individual cases despite all due care. The customer should compare the new part with the original, for example to see whether drill holes and connections match. If the part differs visibly in dimensions, shape or material, the customer contacts AUTODOC before installing, adapting or painting it. Checking fit before installation helps customers preserve the part’s condition for a possible return. Statutory rights remain unaffected.

Core parts and deposits

Some parts, such as alternators, starters, brake callipers and batteries, carry a deposit (a core charge) paid on top of the purchase price. After receiving the new part, the customer sends back the complete old part at their own expense and provides bank details so the deposit can be refunded. The old part needs to be suitable for reconditioning and brake callipers and power steering parts must be completely emptied of fluid. The deposit refund depends on the old part meeting the applicable acceptance criteria, including its condition and technical specifications.

Why transparency builds confidence

Taken together, these services give customers a defined path in each situation, from changing their mind to receiving a damaged parcel. Clear conditions and clear steps are one way a retailer can build confidence and that is the idea behind this article’s title.

Terms and conditions differ between countries and are updated from time to time. Customers should check the current terms and the returns portal for their country before ordering. In the AUTODOC app, all this information is displayed in a transparent and easy-to-access way. 

Created at 28.10.2026