Refund policy

Refund Policy

We want our customers to enjoy their purchases with confidence. Shopping online can sometimes be uncertain, and our goal is to provide a clear and fair refund policy, while protecting both our customers and our company from misuse.

 

Right of Withdrawal (EU Customers)

In accordance with European consumer law, customers have a legal right of withdrawal of 14 days from the date of receipt of their order, without having to provide a reason.

To exercise this right, the customer must notify AUTO DESIGN by email at support@auto-design.store within this 14-day period.

Returned items must meet the conditions described in the section below.

Important:
This right of withdrawal does not apply to personalized products, as defined below.

 

Return Policy

AUTO DESIGN accepts returns for non-personalized products only, under the following conditions:

• The return request is made within 14 days after receipt of the order

• The item is unused, in perfect condition

• There are no visible signs of damage

• All original packaging is intact

Any damaged, incomplete, or altered item may result in a refusal of the return or a partial refund.

Products cannot be returned after the legal withdrawal period.

To initiate a return, customers must contact support@auto-design.store and provide:

• order number

• reason for return

 

Personalized Products

Products that are custom-made or personalized (including custom designs, photos, texts, or specific customer requests) are not eligible for return, exchange, or refund, in accordance with Article L221-28 of the French Consumer Code.

 

Return Shipping

• If the return is due to a damaged or defective product, please refer to the “Damaged Items” section below.

• If the customer simply wishes to return a product under the right of withdrawal, return shipping costs remain the responsibility of the customer.

Refunds are issued within 14 days after receipt and inspection of the returned item, provided all conditions are met.

 

Refunds

Once the returned item is received and inspected, the customer will be notified by email of the approval or rejection of the refund.

If approved, the refund will be processed to the original payment method.

 

Damaged Items (Transport Damage)

Despite the care taken in packaging our products, damage may exceptionally occur during transport.

Any damaged product must be reported to AUTO DESIGN within 48 hours after delivery.

To allow proper processing of the claim, the customer must provide all of the following:

• a photo of the parcel as received,

• a photo of the outside of the parcel, with the shipping label clearly visible,

• a photo of the inside packaging,

• a clear photo of the damaged product.

The parcel and its packaging must not be discarded before validation, as they may be required by the carrier for investigation.

In case of a visibly damaged parcel upon delivery, the customer is required to make clear and precise reservations to the carrier (home delivery or relay point).

Failure to comply with these conditions (late notification, missing photos, discarded packaging) may result in refusal of the claim.

After review, AUTO DESIGN reserves the right to propose a replacement or a refund, depending on the situation.

 

Parcel Not Collected at Relay Point

When a customer selects delivery to a relay point, it is their responsibility to collect the parcel within the time frame indicated by the carrier.

If the parcel is not collected and is returned to AUTO DESIGN, this does not constitute an order cancellation.

The order will remain valid, and the customer may request a new shipment at any time.
However, the following fees may apply:

• repackaging fees, if reconditioning is required,

• new shipping fees, at the customer’s expense.

No refund will be issued for personalized products.

 

Late or Missing Refunds

If you have not received your refund after the usual processing time (2–3 business days after confirmation), please contact us at support@auto-design.store so we can investigate further.

 

Contact & Feedback

For any question regarding returns, refunds, or deliveries, please contact support@auto-design.store
We value customer feedback and continuously work to improve our service.

 

(Last update : 27/03/2026)