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FREQUENTLY ASKED QUESTIONS - RETURN AND REFUND

What should I do if I have the wrong part?

Go to your customer area, section "return of parts".
Be sure to specify the reason "I don't need the ordered parts anymore" in the form that is proposed to you during the return procedure.
In any case, you can return your order in its original packaging within 30 calendar days of receipt. This period is extended to 365 calendar days for Bölk products.

The best option is to contact our customer support team through their phone line or through their email address. They will be ablet to assist you with the documents and the process.

How do I package the product I want to return?

Make sure you carefully put the product back in its original packaging.
This packaging must itself be protected by a second packaging. Make sure that heavy or fragile parts are well secured.
For your return to be taken into account, it is imperative :
That the part is in perfect condition (not used, without traces of assembly)
That the part is returned to us in its original packaging (intact, not marked or taped)
That all the parts you are returning are placed in a return box. The "return slip" must be inserted inside the package. 
The prepaid label must be glued to the box in a clearly visible manner. If your return is for a kit of parts, all parts associated with the kit must be returned for exchange or refund

How do I return my deposit and receive a refund?

The deposit must be returned to us within 30 days, in the same packaging as the new part received in your Mister-Auto order. 
After this period, your deposit cannot be refunded.

Contact your Mister-Auto Customer Service who will then take charge of the refund procedure: we will provide you with a deposit return form to print from your customer account.
This is to be inserted in the return parcel of your consignment.
The refund of the deposit is made to the bank account associated with the payment method used at the time of the order, after reception and control of the package.

Please also note that materials that have been disassembled and/or damaged on the body of the part will not be refunded.

What if I received the wrong part?

Go to your customer area, section "return of parts".
Be sure to specify the reason: "The parts received do not correspond to my order" in the form offered to you on your Customer account.
In any case, you can return your order to us in its original packaging within 30 calendar days of receipt. This period is extended to 365 calendar days for Bölk and Bpro products. For Mister-Auto, this is a basic question of good driving.

What are the terms of refund?

You will be reimbursed either on the payment method used during your order. If you used a voucher, it will be reactivated.
In case of error or if you have changed your mind, the transport costs related to the return of the product remain at your charge.
The refund of your order is made in the days following the effective date of cancellation of your order, or receipt of an order that you return to us.

What should I do if my package is incomplete?

You have ordered several items but have not received your entire order?

First of all, check in your customer account whether the delivery announced is grouped in a single shipment or separated into several packages. Follow the signposting: "My Account"/"My Orders" then select the order concerned.

If the delivery is announced as a single parcel, make sure to check your parcel in the presence of the delivery person, to make a reservation if necessary on the delivery note and to take photos of the parcel received, then contact Mister-Auto by email via your Customer account. 
After studying your complaint, you may be offered a return of the missing product or a refund. In any case, our teams will inform you of the conclusion of the study of your complaint.

How long does it take to return a product?

If you have made a mistake in the choice of a product or if you change your mind, you can of course return it: you have a period of 30 calendar days from the date of receipt of your order.
This period is extended to 365 calendar days if it is a Bölk product or Bpro.
You can return one or more pieces or even your entire order."

Will I be informed when the refund is issued?

You are informed by email as soon as Mister-Auto has issued your refund order. Due to inter-bank delays, it takes an average of 5 working days for the funds to be available in the bank account associated with the payment method used at the time of your purchase.

Refunds following the return of a part are made after receipt and control of the parcel. It takes an average of ten days after receipt of the parcel in our warehouses for the refund to be made.
In the case of an order cancellation, please allow 2 to 3 days after submitting your request.

What should I do if my package is damaged or deteriorated?

First of all, do not hesitate to consult the FAQ What are the steps to follow when receiving my order?
If your package is presented to you damaged or deteriorated, make reservations before accepting it or refuse it. It will then be returned to us. Be sure to notify us by email via your customer account.If you have accepted the product, make sure to take pictures of the package and the items received. Then initiate a procedure to return your order either via your Customer account on Mister-Auto.ie or via your Mister-Auto Customer Service
 

Do your products benefit from the legal guarantee of conformity?

In accordance with the law, all the products we offer for sale benefit from the legal guarantee of conformity and the legal guarantee of hidden defects.
During 2 years, these guarantees allow you to have a non-conforming or defective product replaced or to be reimbursed.For more details, see our General Terms of Sale.

How do I track my refunds?

The My Refunds tab is accessible from the "After Sales Service" section.

It appears in the dashboard of your customer account as soon as a refund is requested.

This page allows you to be kept informed of the status of your refund, and to download your credit

How do I track the return of my product?

If you have used the prepaid label, the returned package has a tracking number that can be consulted on the website of your relay point.

If not, you must contact the carrier you have chosen, with the tracking number he will have given you at the time of return. You can also contact our customer support team as they will be glad to assist you.

Once received, your order is displayed in the "List of my returns" on your customer account. You can then follow the progress of the return procedure online.

How to benefit from the right of withdrawal?

For any purchase, if you change your mind, you can use the right of withdrawal.

At Mister-Auto, you have 30 days from the reception of your article to exercise this right, and 365 days for all Bölk  and Bpro products.

See how to return an order.

Be sure to specify the reason: ""I don't need the ordered parts anymore"" in the form that is proposed to you in your customer account.

How to follow the replacement of my product?

You will be informed by email as soon as the package is picked up by the carrier.

If you send us back an item that Mister-Auto has agreed to replace, the new shipment will only be made after reception and control of your initial order.

The replacement of an order that has been misplaced or that we could not take back is done within 2 to 3 days.
You will be informed by email as soon as a new order is created, at no cost to you.

Information related to the refund according to the payment method used

Payment by bank transfer

The amount of the refund will be credited to your bank account within 3 to 7 days.

Payment via Paypal

If you paid via PayPal using your credit card, the amount of this refund will be credited to the credit card used for your purchase. The actual availability of the money on your account occurs between 1 to 5 days maximum, after you have received the email notification of the refund.  If you paid by PayPal using your bank account and/or your PayPal balance, the amount of this refund will be credited directly to your PayPal balance.
 

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