Frequently Asked Question - Return and Refund

You have 30 calendar days from the date you receive your order to return an item.

You can return one or more parts, or even your entire order.

Here are the 3 steps to follow for your return.

The return method varies depending on the size of your parcel. To find out which return method applies to your parcel, please go to your Mister-Auto Customer Account.

I. SMALL PARCELS

1-Printing the return documents

- Log in to your Mister-Auto Customer Account and go to the "My Orders" section.
- Select the order and click on "Return an item(s)".
- Choose the item(s) you wish to return.
- Select the reason for the return from the drop-down list.
- A pre-filled return form containing your return reference number and a prepaid shipping label will appear in the "My Returns" section of your Customer Account.
Note: These documents are available if your return request meets the criteria, particularly regarding weight/size or the nature of the items.
- Print them.

2-Preparing the return parcel

To ensure your return is processed quickly, here are some helpful tips:

- Secure the parts in the box so they are not damaged during transit.
- Place the return form inside the parcel before sealing it.
- In the specific case of products sold as a kit, you must return all products to be eligible for a refund. If one or more products from a kit are missing, we will be unable to process your refund.

II. LARGE PARCELS

1-Contact Mister Auto Customer Service at 08 18 00 01 51 (Monday to Friday from 10 am to 5 pm)

Depending on the reason and/or the type of parts you wish to return, collection from your home by our carrier may be necessary. Inform our Customer Service advisor of your availability, and they can schedule a collection of your parcel. Please specify on the return form: "refund" or "reshipment" of the returned items (in the case of a non-compliant or damaged order).

2-Handing over the parcel to the carrier

Feel free to take one or more photos of the parcel handed over to the carrier (general condition, contents, and return label). In case of any issues during transit, these will allow us to process your request without delay.

Here are the 3 steps to follow for your return.

1-Printing the return documents

- Log in to your Mister-Auto Customer Account and go to the "My Orders" section.
- Select the order and click on "Return an item(s)".
- Choose the item(s) you wish to return.
- Select the reason for the return from the drop-down list.
- A pre-filled return form containing your return reference number and a prepaid shipping label will appear in the "My Returns" section of your Customer Account.
Note: These documents are available if your return request meets the criteria, particularly regarding weight/size or the nature of the items.
- Print them.

In the event that you made an error when choosing a product, or if you change your mind, the fixed return shipping cost will be deducted from the refund. Please remember: used items cannot be returned or refunded.

2-Preparing the return parcel

To ensure your return is processed quickly, here are some helpful tips:

Batteries are considered dangerous goods. Their transport requires specific protective packaging. The packaging in which your battery was delivered meets this requirement: we recommend that you return your order in its original packaging.

Don't forget to place the return form inside the parcel before sealing it. Please attach the return label to the outside.

3-Dropping off the parcel at your local Chronopost Pick-up point

Your parcel is now ready; all you need to do is drop it off at a Chronopost Pick-up point. Find your nearest Chronopost Pick-up location.

Note: You have 14 days to drop off your parcel with the carrier from when the return documents are made available. After this period, your request may not be processed.

Note: Feel free to take one or more photos of the parcel handed over to the carrier (general condition, contents, and return label). In case of any issues during transit, these will allow us to process your request without delay. Please allow approximately 2 weeks between dropping off your parcel and your refund being processed (delivery time + standard checks).

In summary!

1 - I place the part back in its original packaging.

2 - I print my return label and attach it to my parcel.

3 - I drop off the parcel at a Chronopost Pick-up point of my choice.

Go to your customer account, in the "My Orders" section.

- Select the relevant order.
- Click on "Return Item(s)".
- Select the reason for your return.
- Print your return label.

You can return your order in its original packaging within 30 calendar days of receiving it. This returns period is extended to 365 calendar days for Bölk and Bpro products.

For the full return process, click Here (link to FAQ 'How do I return an item (excluding batteries)?')

Go to your customer account, in the "My Orders" section.

- Select the relevant order.
- Click on "Return Item(s)".
- Select the reason for your return.
- Print your return label.

You can return your order in its original packaging within 30 calendar days of receiving it. This returns period is extended to 365 calendar days for Bölk and Bpro products.

For the full return process, click Here (link to FAQ 'How do I return an item (excluding batteries)?')

Carefully place the part back in its original packaging and protect it with a second layer of packaging.
Ensure that heavy or fragile parts are securely packed so that everything is held firmly in place inside the return box.
Include the 'return form' inside the parcel. If you have a prepaid label, stick it to the outside of the box so that it's clearly visible.

Note 1: If your return involves a parts kit, all the parts included in the kit must be returned for an exchange or refund to be processed.
Note 2: For your return to be accepted, it is essential that the part is:
- In perfect condition: unused and with no signs of installation
- Returned to us in its original packaging: undamaged, unmarked, and not taped

You have 30 days to return the used part, along with the packaging of the new part.

To process your return, go to your Customer Area, in the "My Orders" section, select the relevant order, and then click on 'Return Item(s)': we will provide you with a return form to print and include in the return parcel.

The refund for the surcharge will be issued to the bank account associated with the payment method used for the order, after receipt and inspection of the parcel.

Return shipping costs for the used part are not covered.

Note: Your return may be refused for one of the following reasons:
- The 30-day return period has expired.
- The core is returned without the packaging it was received in.
- The core is returned burnt, oxidised, broken, or incomplete.

Go to your customer account, in the "My Orders" section.

- Select the relevant order.
- Click on "Return Item(s)".
- Select the reason for your return.
- Print your return label.

You can return your order in its original packaging within 30 calendar days of receiving it. This returns period is extended to 365 calendar days for Bölk and Bpro products.

For the full return process, click Here (link to FAQ 'How do I return an item (excluding batteries)?')

If you used the prepaid label, the returned parcel has a tracking number that can be viewed on the website of your drop-off point.

Otherwise, you will need to contact the carrier you chose, using the tracking number they provided when you sent the item back.

Please allow approximately ten working days after receipt and inspection of the parcel for the refund to be processed. It will be credited to the bank account associated with the payment method used for the order.

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

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

See the return procedure: link to FAQ "How do I return an item (excluding batteries)?'"

Your order will be refunded within a few days of the date we receive and inspect the returned products. Please allow approximately ten working days from when we receive the parcel at our warehouse for the refund to be processed.

In the event of a cancellation due to a stock shortage with our suppliers, the refund will be initiated at the same time as the cancellation.

The time it takes for the credit to appear in your account can vary between banks, typically taking 2 to 5 working days from when the refund is issued.

You will be notified by email as soon as Mister-Auto has issued your refund.

Due to interbank processing times, please allow 2 to 5 working days for the funds to appear in the bank account associated with the payment method used for your purchase.

You will be refunded to the bank account associated with the payment method used for your order.

If you used a voucher, it will not be refunded but will be credited back to your personal Mister Auto account.

If the return is due to your error or a change of mind, the return shipping costs will be your responsibility and will be deducted from your refund.

Your order will be refunded within a few days of the date we receive the returned products. In the event of a cancellation due to a stock shortage with our suppliers, the refund will be initiated at the same time as the cancellation.