Returns and exchanges

You have the right to return the item purchased from us within a 30-day period from the moment of receipt. The returned purchase must retain its marketable appearance: cleanliness, absence of mechanical damage and signs of installation of the part, as well as packaging integrity.

If, for some reason, the ordered part did not fit, you have the right to exchange/return purchased goods of proper quality (serviceable):

In case of delivery by Nova Poshta – up to 30 calendar days from the date of receipt of the goods, or within 14 days with the “Easy Return” service;
In case of self-pickup or delivery by our courier service – up to 30 calendar days from the date of receipt of the goods;
The return period for tires, regardless of the delivery type, is 14 calendar days from the date of receipt of the goods.

Necessary conditions for exchange / return:

The goods have not been used (no signs of installation) and are returned in full set;
The marketable appearance of the parts is preserved (in particular, clean and intact packaging).

Please, under no circumstances, stick tape or other labels on the packaging, and do not write on it.

To clarify information regarding the exchange / return procedure, please contact us by phone at +38 (096) 511-03-99.

Easy Return by Nova Poshta

Did the part or auto product from your dok.ua order not fit? Return the unsuitable item without paying for delivery, within 14 days after receipt.

How to use it? Place an application in the Nova Poshta application or personal account on the website:

Open the “My shipments” section and select the parcel you need to return.
Select “Easy Return” in the “Manage parcel” line.
Select the reason for return from the list.
Send the parcel to us using the generated waybill.

The service is only valid for shipments weighing up to 30 kg, made by Nova Poshta – for both the entire order and a part of the goods from it. Surcharge for return by Nova Poshta courier service – 35 UAH. The return itself is free of charge.

More details about the service

Return of Purchased Goods of Proper Quality

For buyers from Kyiv and other regions of Ukraine To exchange / return, you must:

Contact the call center employee and inform them of your desire to exchange / return the goods by phone at +38 (096) 511-03-99.

Send the goods via service:
- Nova Poshta to the address: Branch #348, Mykoly Holeho St, 7, Kyiv, 03058
- “Ukrposhta” to the address: Borshchahivska St, 210, Kyiv, 03058

Attention! Before sending, please, under no circumstances, stick tape or other labels on the product packaging, and do not make any inscriptions, and warn the Nova Poshta or Ukrposhta delivery service employee about this!

After sending the goods for exchange / return, please call the west-station.com call center and inform the manager of the waybill number (TTN) and the payment card details for the refund for the purchased goods.

To receive a refund for goods of proper quality, you must:

Write an application for a refund to the card in case of return of the goods;
Return the purchased goods in intact packaging and full set;
Provide a sales receipt (in case of cash payment and LiqPay) or a payment receipt for the order at the Nova Poshta branch (in case of order delivery by Nova Poshta service).

The money paid for the goods is returned to the buyer on the day of return of the purchase after inspection of the goods and confirmation of the marketable appearance, integrity, and set of the part(s), but no later than 7 days from the moment of receipt of the goods and the written application for return.

Important! The refund is made by the same method of payment: cash or bank transfer to the details specified by the buyer in the application (Basis – NBU Resolution No. 705 dated 05.11.2014, Section 7, p.3, subp. 1, p. 4). The money is credited by bank transfer to the details specified in the application, in accordance with the terms of service of your bank and minus the transfer fee, if any.

Warranty

Warranty on goods purchased in our store is valid from the moment of purchase (Basis – Article 7 of the Law of Ukraine “On Consumer Rights Protection”):

Parts: 6 months warranty or mileage up to 20,000 km (whichever occurs first);
The warranty becomes void in case of physical damage to the car or the part.

What to do if you found a defect / fault or falsification of the goods

You can independently submit the goods for examination:

By sending it to any independent expertise in Ukraine;
By sending it to us for examination.

In Kyiv, acceptance of goods for claim is carried out at the Customer Service Point at Polova St, 72Б, Kyiv, Ukraine, 02000, Monday to Thursday, 11:00 to 19:00. Or send the goods via service:

Nova Poshta to the address: Branch #348, Mykoly Holeho St, 7, Kyiv, 03058
“Ukrposhta” to the address: Borshchahivska St, 210, Kyiv, 03058

After sending the goods for claim, please call the west-station.com call center and inform the manager of the waybill number (TTN).

Terms for Return of Purchased Parts of Inadequate Quality

In case of detection, within the established warranty period, of significant defects that arose due to the fault of the product manufacturer, or falsification of the goods, confirmed by an expert opinion*, the buyer has the right to demand from the seller, at their choice (in accordance with the Law of Ukraine “On Consumer Rights Protection” Article 8, p. 1):

Refund for the purchased goods;
Replacement of this item with the same / analogous goods from those available from the seller.

*Confirmed by an expert opinion – an opinion of a Service Station (STO) employee, issued during the installation of the part at a vehicle maintenance station (STO), based on which the store submits for expertise, or an opinion of an independent expertise based on a document certified by the relevant authority.

In the presence of the STO employee’s opinion, the store, on behalf of the buyer, submits a claim for the quality of the goods – reclamation, which is carried out provided the following documents are provided:

Document of purchase of the goods (in case of payment for the goods at the customer service point or courier delivery – sales receipt, in case of delivery by Nova Poshta service – express waybill);
Act of completed works (work order) from the STO on the installation of the part;
Act of reclamation (defect detection) with the STO’s conclusion ;
For electric group parts: STO conclusion on the serviceability of the car’s electrical system and computer diagnostics results with the error code (photo/scan copy of indicators);
For chassis or steering group parts we recommend: before dismantling the parts – take a photo of the part and send it to email: reclamation@dok.ua, indicating the order number in the email subject.

Without providing documents from the STO, the installation of the part is equated to self-installation.

The store submits a reclamation request to the manufacturer (supplier), the term for its consideration is from 14 to 30 calendar days (in accordance with the Law of Ukraine “On Consumer Rights Protection” Article 8, p. 6), and upon receipt of the expert opinion from the manufacturer (supplier), the buyer is notified.

If the defect / fault or falsification of the part is not confirmed during the examination, the goods are returned to the buyer.
If the defect / fault or falsification of the part is confirmed during the examination, the buyer either receives a refund for the goods or the goods are replaced with the same / analogous goods (at the client’s request).

Important! The cost of delivery, removal / installation of the part, and car repair are not compensated.

Terms for Return of Purchased Auto Products of Inadequate Quality

In case of detection, within the established warranty period, of significant defects that arose due to the fault of the product manufacturer, you must provide:

The goods;
Warranty card (if available), indicating: model, serial number of the goods, warranty period;
Description of the malfunction/defect/fault of the goods, presented in a free form.

Refund for Goods of Inadequate Quality

The money paid for the goods is returned to the buyer on the day the expert opinion is provided, but no later than 7 days from the moment the application for a refund is written. To receive a refund for the goods, the buyer must:

Return the purchased goods in intact packaging and full set;
Provide the conclusion of the independent expertise – a document certified by the relevant authority, where the defect / fault or falsification of the goods is confirmed;
Write an application for a refund to the card in case of return of the goods;
Provide a sales receipt (in case of cash payment and LiqPay), or a purchase receipt (in case of card payment via POS terminal and TSO), or a payment receipt for the order at the Nova Poshta branch.

Important! The refund is made by the same method of payment: cash or bank transfer to the details specified by the buyer in the application (Basis – NBU Resolution No. 705 dated 05.11.2014, Section 7, p.3, subp. 1, p. 4). Upon the client’s request, the purchase can be exchanged for the same part (or for any other goods) with recalculation of the payment.

In Which Cases the Warranty Is Not Provided:

The integrity of the warranty seals is violated;
There is mechanical or other damage resulting from intentional or careless actions of the buyer or third parties;
The rules of application set out in the operational documents are violated;
There was unauthorized opening, repair or internal communications and components of the goods were changed, the design or schemes of the goods were changed;

Warranty obligations do not cover the following malfunctions:

Damage to any protective marks of the manufacturer or seller: stickers, labels, holograms, seals, etc.;

Serial numbers on the products or their markings do not correspond to the information specified in the warranty card;

The products were repaired by unauthorized persons in violation of the manufacturer’s requirements and safety standards;

Defects are caused by changes resulting from the use of the goods for a purpose that does not correspond to the established scope of application of this product, specified in the operating manual;

The product is damaged or failed due to violation of the rules and conditions of installation, connection, adaptation to the buyer’s local technical conditions, operation, storage, and transportation;

The equipment is damaged as a result of natural disasters, fires, floods, earthquakes, domestic factors, and other situations beyond the seller’s control;

The product has pronounced mechanical and/or electrical damage resulting from any actions of the buyer or third parties;

Damage occurred caused by foreign objects, substances, liquids, insects, or animals entering the product;

Defects are caused by the use of consumables that do not meet the operating requirements;

The service representative noted the use of non-standard modes or operating parameters of the equipment or its components (frequencies, voltages, etc.);

The equipment was damaged as a result of using poor quality and/or defective (including mechanically damaged) or non-standard removable media;

Damage caused by using the product not for its intended purpose or in violation of the operating rules;

Software not included in the product set;

Returns and exchanges