Return Policy

Consumers may withdraw from an eligible distance contract within 14 calendar days after delivery. Separately, MID Auto may approve a voluntary B2B return within 30 calendar days after delivery. The Seller shown on the order confirmation and invoice handles the return.

For a voluntary B2B return, all of the following conditions normally apply:

• the item is unused and has not been installed, filled, programmed or operated
• the item is in the same technical condition as delivered
• the original or equivalent protective packaging is complete and suitable for safe resale and transport
• serial numbers, security markings, labels and identifying information are intact
• the item shows no contamination, alteration, handling damage or missing component
• MID Auto has issued prior written approval and a valid RMA number

MID Auto may reject a voluntary B2B return that fails these conditions. For a Consumer statutory withdrawal, handling beyond reasonable inspection may instead result in a documented deduction for diminished value and, where the value is entirely destroyed, the deduction may reach the full refundable product value.

For Consumers, only a statutory exception may remove the withdrawal right. For voluntary B2B returns, MID Auto may additionally exclude the following categories:

• Products genuinely made to the Consumer’s specifications or clearly personalised; for B2B returns, this also includes custom-built items
• Products specially sourced for a B2B Customer and not normally stocked, where the Seller stated before acceptance that the voluntary return option would not apply
• opened electrical or electronic components under the voluntary B2B return option, including:
• solenoids
• TCMs / transmission control modules
• wiring harnesses
• cables
• connectors
• similar electrical or electronic items
• Products opened, installed, filled with fluid, programmed, used, contaminated, damaged or altered are normally ineligible for a voluntary B2B return. For Consumers, these facts do not automatically remove the statutory withdrawal right but may cause diminished value assessed after technical inspection.
• Products sent without prior approval/RMA may be refused under the voluntary B2B process. A statutory Consumer withdrawal is not invalid merely because no RMA was obtained.

The B2B exclusion for electrical/electronic components applies to ordering mistakes, change of mind or no-longer-needed returns; it does not prevent a defect/non-conformity claim.

An alleged defect in any Product, including an electrical component, is handled under the statutory non-conformity process and/or the separate commercial Warranty Policy, as applicable.

Return requests may be reviewed under one of the following categories:

• ordered by mistake
• wrong item received
• item no longer needed
• item believed to be defective
• other reason, subject to MID Auto review

MID Auto may classify the operational route of a request as withdrawal, voluntary B2B return, Seller error, transport damage, statutory non-conformity or commercial-warranty claim. Reclassification does not deprive a Consumer of the remedy actually available by law.

For an alleged defect, we may reasonably request diagnostic and installation information needed to investigate causation. Lack of a particular document is not, by itself, an automatic ground to reject a Consumer statutory claim where the issue can be established by other evidence.

Warranty Policy: midauto.com/warranty-policy | Warranty Claim Form: Submit a claim

If a materially different Product is delivered, contact the Seller without undue delay through the Return Request Form or by e-mail. A Consumer’s delay does not remove mandatory rights unless the law expressly provides otherwise, but the Product and packaging should be preserved as evidence.

Where MID Auto confirms a wrong-item delivery, it will, as legally applicable:

• provide return instructions and, where appropriate, a prepaid or reimbursable transport method
• bear the necessary reasonable return cost where the Seller is responsible
• deliver the correct Product or another lawful remedy, subject to availability and proportionality
• refund the amount due where replacement is unavailable, refused in accordance with law, or otherwise appropriate

After a customer becomes aware that the Product may be wrong, the following evidence-preservation duties apply:

• do not install, program, fill or operate the Product unless MID Auto gives written instructions
• retain the packaging, labels and delivery documents where reasonably possible
• take photographs of the Product, serial number, labels and packaging before return

Any additional damage or value loss caused after the discrepancy became apparent may be charged to a B2B Customer and may reduce a Consumer withdrawal refund, without limiting a Consumer’s underlying non-conformity rights.

A reported fault is treated as potentially caused by non-conformity, a commercial-warranty defect, installation/system conditions or external damage until the available evidence and technical inspection establish the probable cause.

Consumer statutory claims are handled under mandatory law and free of charge when well-founded. The commercial Warranty Policy governs only the additional warranty and does not replace statutory rights.

Depending on the Product and fault, MID Auto may reasonably request:

• diagnostic report
• photos or videos showing the issue
• fault codes
• installation details
• proof or details of professional installation where relevant to causation or the commercial warranty
• further technical information relevant to the claim

The Seller may direct the claim to the appropriate procedure while retaining the original submission date and the Consumer’s legal position.

Warranty Policy: midauto.com/warranty-policy | Claim Form: Submit a claim

A statutory Consumer withdrawal may be started by any unequivocal statement. The online form is recommended for identification and is required for a voluntary B2B return.

Submit a request: Submit a claim

The form may request:

• customer and order details
• invoice number
• product identification
• reason for return
• condition of the product
• photos and supporting information proportionate to the reason for return

Submitting an unequivocal Consumer withdrawal through the form constitutes notice even before MID Auto reviews eligibility. For a B2B return, submission is only a request and does not mean approval.

MID Auto records the request, identifies the Seller, order, Product and applicable legal route, and may request proportionate additional information.

For logistics and traceability, MID Auto may issue an RMA number and return instructions. A B2B return is not approved until the RMA is issued.

A shipment without RMA may be refused under the B2B voluntary procedure. It will not invalidate a timely Consumer withdrawal, but the Consumer remains responsible for identifying the order and returning the Product to the stated address.

The sender must pack the Product using the original packaging or equivalent protection suitable for its weight, protruding parts, fluids and pallet requirements.

The RMA should be marked on the package where one has been issued; absence of a mark does not defeat a statutory Consumer right if the shipment can otherwise be identified.

The sender bears responsibility for avoidable return-transit damage caused by inadequate packaging or an unsuitable carrier. MID Auto documents the condition and may pursue the carrier or sender according to who bore the transport risk.

For a Consumer withdrawal without defect, the Consumer bears the direct return cost where properly informed before ordering. For bulky Products not normally returnable by post, the product page/checkout provides an estimate or calculation method.

MID Auto bears or reimburses necessary reasonable return transport where:

• the Seller supplied the wrong Product or the Product is confirmed non-conforming and the cost is required to provide the statutory remedy, or
• MID Auto expressly accepts responsibility in writing

Under a Consumer statutory remedy, necessary costs of bringing the Product into conformity are borne as required by law. Under a voluntary B2B return or commercial warranty, labour, removal, installation, customs and third-party costs are excluded unless expressly accepted in writing.

For international returns, the sender must follow the supplied customs and carrier instructions. Costs are allocated according to the legal basis of the return; inaccurate declarations or unauthorised shipping arrangements remain the sender’s responsibility.

All returned Products are logged and inspected using the Product/RMA identity, serial number, seals, photographs and condition on receipt.

Inspection may verify:

• whether the returned item matches the approved return request
• whether and to what extent the Product was installed, programmed, filled or operated
• whether original or equivalent protective packaging was used
• serial numbers, seals, labels and identifying marks
• contamination, fluid type, impact, overheating, tampering, missing parts and transport damage
• whether testing, cleaning, disassembly, reconditioning or expert review is required

MID Auto issues a reasoned outcome. A voluntary B2B return may be rejected; a Consumer withdrawal may be subject to a documented diminished-value deduction; a defect claim is decided under the applicable statutory or warranty rules.

For a Consumer withdrawal, the Seller refunds without undue delay and no later than 14 days after notice, but may withhold payment until the Product is received or evidence of dispatch is supplied. Accepted B2B refunds are normally processed within 5 to 7 working days after inspection.

Consumer refunds use the original payment method unless another method is expressly agreed without cost. Cash-on-delivery refunds may be made to an agreed IBAN or by postal money transfer. B2B refunds are normally by bank transfer.

The customer must provide accurate payment details where an alternative refund method is agreed; MID Auto may use reasonable verification to prevent payment-diversion fraud.

A Consumer withdrawal refund includes the Product price and the least expensive standard outbound delivery offered, subject to lawful diminished-value deductions. A B2B refund covers the approved Product amount less applicable restocking, transport or other agreed charges.

Premium outbound delivery, avoidable customs/duties, installation, labour and third-party costs are not refundable unless mandatory law or a written acceptance by MID Auto requires otherwise.

A restocking fee applies only to an approved voluntary B2B return and may be up to 20% of the net Product value. It is not charged for a Consumer statutory withdrawal, where only proven diminished value may be deducted.

• No B2B restocking fee applies to a wrong Product supplied by MID Auto
• No B2B restocking fee applies to another confirmed Seller error
• No B2B restocking fee applies to an accepted defect/non-conformity for which the Seller is responsible

The B2B fee is determined objectively by factors such as:

• inspection and controlled testing required
• cleaning, repackaging and warehouse processing
• special sourcing, reservation or preparation for the order
• reduced resale value or marketability caused by the return

The applicable amount and reasons are stated in the return outcome and deducted from the B2B refund.

MID Auto may reject a voluntary B2B return or apply the legally appropriate consequence where:

• a B2B request is outside the agreed 30-day period, or a Consumer withdrawal is outside the statutory period without an applicable extension
• a genuine statutory exception applies or the item is excluded from the voluntary B2B policy
• the Product was installed, used, contaminated, altered or damaged; for Consumers this normally affects diminished value rather than automatically invalidating withdrawal
• protective packaging is absent or damaged and this caused damage or measurable value loss
• serial numbers, labels, seals or identifying marks are missing or altered, preventing reliable identification or causing value loss
• the returned Product does not match the order or RMA
• a B2B shipment lacks required prior approval/RMA; this is not an automatic ground to invalidate statutory Consumer withdrawal
• the sender fails to provide information reasonably necessary to identify the order or investigate an alleged defect after being given a fair opportunity
• the matter belongs under the statutory non-conformity or commercial-warranty procedure; it will be redirected without loss of the original submission date

If a B2B return or rejected commercial-warranty shipment is not accepted, the customer pays reasonable storage and return-shipping costs after notice. Consumer charges are imposed only where permitted by mandatory law.

International returns may require additional transport, customs and administrative steps. This does not extend mandatory Consumer refund or remedy periods beyond what applicable law allows.

The sender must use accurate customs descriptions, values, origin and return codes and follow the RMA instructions. The sender is responsible for charges, delay or loss caused by its own inaccurate declaration, prohibited shipment or unauthorised routing.

For Consumers, nothing in this Policy excludes mandatory remedies, product liability, death/personal injury liability, or liability for wilful misconduct or gross negligence. The limitations below apply only to B2B voluntary returns and commercial arrangements to the extent lawful.

For B2B Customers, MID Auto is not liable for indirect, incidental, punitive or consequential loss, including:

• labor costs
• installation or removal costs
• workshop charges
• transport costs beyond those expressly approved
• vehicle downtime
• missed business opportunities
• additional repair costs not expressly authorised by MID Auto
• loss of profit, revenue or customers; aggregate liability for an approved B2B return is limited to the refundable amount, subject to non-excludable law

MID Auto aims to acknowledge and initially review a complete request within 2 business days. This service target does not replace statutory deadlines.

The customer may receive:

• an RMA number and return instructions, or
• a request for additional information or photos

Technical inspection timing depends on Product type and evidence. Consumer refunds and statutory remedies are completed within mandatory periods; B2B and commercial cases are handled within a reasonable period with status updates where materially delayed.

A B2B request is not approved merely by submission. A timely Consumer withdrawal is effective upon receipt of the unequivocal notice.

The voluntary B2B return option applies only to the original purchaser unless MID Auto agrees otherwise. Consumer rights belong to the person entitled under applicable law and are not restricted by this sentence.

MID Auto may update this Policy prospectively. The version supplied on a durable medium and in force when the order was submitted governs that order, subject to later mandatory law more favourable to a Consumer.

A request made through the wrong form may be redirected while preserving the original receipt date and all mandatory Consumer rights.

Return Request Form: Submit a claim

General return questions:

Bulgaria: [email protected] | International: [email protected] | Phone: +359 899 136 644 | Website: midauto.com

Complete and send this form only if you wish to withdraw from the contract. You may instead use any unequivocal statement or the online withdrawal function.

Effective from: 01.09.2026. Related documents: Warranty Policy, Terms and Conditions, Privacy Policy.