Complaints: What, Where, and By When

All Questions

You may submit complaints exclusively through the complaint form in your CarOnSale account. If you pick up the vehicle yourself, you have 9 business days from the date of purchase; if the vehicle is delivered by a carrier, you have 3 business days from the date of delivery. You may file a complaint regarding damage that is not listed in the condition report, is not normal wear and tear, and costs more than €300 (net) to repair.

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By when do I have to file a complaint?

All deadlines are counted in business days, meaning Monday through Friday, excluding public holidays in Berlin.

Situation	Deadline
Pick up in person	9 business days from the date of purchase, but at least 3 business days from the time the vehicle is actually ready for pickup
Delivery by Freight	3 business days from the time the vehicle is handed over to you
The vehicle is at a storage facility (logistics site)	3 business days from the time CarOnSale approves pickup, regardless of how you pick up the vehicle
A defect that could not be detected even upon careful inspection	3 business days from the time of discovery

For deliveries, the form will open as soon as the shipping carrier marks the vehicle as delivered in your account. Once the deadline has passed, we can no longer process claims. Therefore, please inspect the vehicle immediately upon pickup or delivery.

When making a purchase, you can extend the return period for €29 per auction. You'll find this option in the auction details; the extended period will be displayed when you place your order.

List of Damages: What Types of Damages Can Be Claimed?

These examples are not exhaustive.

Area	Eligible for a return	Not eligible for a refund
Body	Scratches with significant paint loss, scratches that cannot be polished out, dents larger than 20 mm in diameter and deeper than 1 mm, more than 3 dents on a single component, stone chips larger than 3 mm	Scratches that can be polished out, stone chips smaller than 3 mm that do not penetrate to the primer, minor dents smaller than 20 mm with no paint damage, fewer than 3 dents on the component
Windows and Lighting	Stone chips with cracks, stone chips or scratches in the field of vision or larger than 2 mm, cracks in headlights and taillights	Minor stone chips smaller than 2 mm outside the field of vision; stone chips outside the field of vision that have been professionally repaired
Tires and Rims	Scratches on rims longer than 5 cm, dents in rims and hubcaps, corrosion, or paint damage larger than 20 mm	Minor scratches less than 5 cm long with no loss of material, minor corrosion less than 20 mm in size, minor abrasions on tire sidewalls
Interior	Burn holes, drill holes, scratches on the instrument cluster and displays, visible mold or an unusual odor, cracks in the headliner	Minor scratches, scuffs on the upholstery, slight fading, normal wear and tear

Frequently Asked Questions

Everything you need to know at a glance.

Where do I file a complaint?

In your CarOnSale account, under “My Purchases,” you’ll find your completed purchases. Vehicles for which you can still file a complaint have their own button there. Any complaints you’ve started but haven’t yet submitted can be found under “Complaints.” We cannot process complaints submitted via email, phone, or through “My Inquiries.”

What can I file a complaint about?

Damage that is not listed in the condition report and is not normal wear and tear, provided the repair costs more than €300 net. This limit applies to each instance of damage; multiple minor instances of damage are not added together.
Incorrect vehicle information in the listing: date of first registration, number of previous owners, odometer reading, VIN, fuel type, transmission type, emissions class, and whether a vehicle inspection report and service manual are available.

If the vehicle's registration details—such as the date of first registration, previous owners, mileage, or transmission type—do not match, you do not need to pick up the vehicle first. Please contact us immediately via "My Inquiries."

What can't I file a complaint about?

Normal signs of wear and tear consistent with the vehicle's age and mileage
Damage with repair costs of up to €300 net (minor damage)
Wear parts such as tires, brakes, and the clutch
Technology not covered by the COSCheck: engine and turbocharger; batteries in electric and hybrid vehicles; multimedia, navigation, and driver-assistance systems
Missing accessories such as a warning triangle, first-aid kit, floor mats, or onboard tools
Equipment information sourced from the DAT database
Discrepancies that were already apparent from the photos of the vehicle documents in the ad

The COSCheck is a visual inspection that does not include a test drive. The vehicles are sold without the statutory warranty. Claims filed through CarOnSale apply only to damage not listed in the condition report.

What information do I need to file a complaint?

Type of damage, such as a scratch or dent
Expressive photos and a video
A photo of the odometer reading
A brief description of the damage
For shipments by carrier: a copy of the CMR waybill
If required for the inspection: a copy of the vehicle registration documents, if you already have them

If there is any visible damage or missing accessories upon delivery, note this directly on the waybill. Do not have the damage repaired until CarOnSale has given its approval.

What happens after I submit my application?

We process complaints in writing; you can check the status under “My Inquiries.” If the complaint is valid, CarOnSale will decide whether to repair the damage, provide an appropriate reduction in the purchase price, or rescind the sale. The team often offers a credit that will be applied to your next auction fee.

Can't find your question here?

Submit a request in your CarOnSale account under “My Requests.” There, you can also see the status of your request.

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