Consumer right
14-day withdrawal period
Applies to eligible distance purchases by consumers, including standard genuine parts.
Returns & refunds
Submit a return request first, then send the product
Consumers may use the statutory 14-day withdrawal right for eligible online purchases. Spareza also offers a voluntary extension up to 30 days for eligible unused products.
Legal withdrawal and Spareza's extended return
For consumer orders placed online, the statutory withdrawal request may be submitted within 14 days after delivery. This includes standard genuine OEM parts; being ordered from a manufacturer does not by itself remove the consumer's legal right.
Statutory consumer withdrawal
- Request submitted within 14 days after delivery
- Standard catalogue and genuine OEM parts included
- Product may be inspected only as it would be in a shop
- Direct return shipping is paid by the customer unless the item is wrong or defective
Voluntary extension: days 15โ30
- Available for eligible unused stock products
- Original packaging, labels and contents must be complete
- Genuine OEM, non-stock and special-order products are excluded from this voluntary extension
- Your mandatory legal rights are not affected
Statutory withdrawal exceptions
- Products genuinely made or personalised to customer specifications
- Parts irreversibly programmed, coded, cut or configured for the supplied VIN
- Sealed goods opened after delivery where a health or hygiene exception legally applies
- Other exceptions expressly provided by applicable law
Company purchases
- The consumer 14-day withdrawal right does not apply to business purchases
- Returns require prior written approval
- Genuine OEM, non-stock and special-order products are not accepted unless wrong or defective
- Warranty and non-conformity rights remain separate
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Installed or used does not automatically erase every right. We may reduce the refund for loss of value caused by handling beyond what was necessary to inspect the product. Wrong, damaged or defective items follow the warranty/non-conformity process.
Choose the correct request route
Registered customer
Open Returns in your account, select the order and add one or more products to the request.
Open account returns โGuest customer
Use the contact form with the Return topic. Include the order number, article numbers, quantities and reason.
Open return contact form โi
Returning several products? Include every article number and quantity in the same request when they belong to one order.
Send only after the return is approved
- 1Wait for instructions
We confirm the return address and any documents required for the parcel.
- 2Protect the product
Use suitable outer packaging; do not attach shipping labels directly to product packaging.
- 3Add the reference
Include the confirmed return or order reference so the parcel can be identified.
- 4Keep proof of shipment
Retain the carrier receipt and tracking information until the return is completed.
Do not send products to an address found elsewhere on the site.
The correct return destination is confirmed for the specific request.
What happens after the parcel arrives
1Parcel receivedThe return is matched with the request and order.
2Product inspectedCondition, completeness and eligibility are checked.
3Refund processedAn approved refund is sent using the applicable original payment route.
The time until funds appear can depend on the bank or payment provider. We do not replace a monetary refund with store credit.
Wrong, damaged or defective product
If the delivered item is incorrect, damaged or defective, do not use the standard โchanged my mindโ explanation. Contact us with photos and order details so the correct process can be assigned.
Have the order details ready
Contact returns support โAdd the order number, article number, description and clear photos of the item and packaging.
Frequently asked questions
Return questions
Can I return a genuine Mercedes, Volkswagen or other OEM part?
A consumer may use the statutory 14-day withdrawal right for a standard genuine part. Genuine OEM, non-stock and special-order items are excluded only from Spareza's voluntary extension for days 15โ30, unless a statutory exception applies.
Can I send a return without confirmation?
Submit the request first and use only the return address and instructions provided for that request. This procedure helps identify the parcel and does not restrict a statutory right.
Can I return more than one product?
Yes. Include every article number and quantity in the request, provided the products belong to the relevant order.
What if the part is defective?
Use the warranty process and include evidence of the defect, rather than submitting it as a normal unused-product return.