Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
If the product you receive cannot work once you receive it or it encounter crash in delivery, please contact us within 48 hours after you got it. Our customer service will arrange free exchange or return service for you.
We have 30 days return policy. All parts must be returned within 30 days of delivery with a valid RMA number. We do not accept any returns after 30 days, no exceptions. To obtain an RMA number, you must submit a support ticket from the Tickets center within 30 days of ordering your product and we will email you an RMA (return merchandise authorization) number with instructions. Returns can't be accepted without an RMA Number.
Which situation we accept the return?
We promise to obey the return policy when the item has the problem bellow, but you must send back the item after we knowing your problem and what you want us to do.
1) The product has quality problem. It cannot work once you receive it or it encounter crash in delivery causing you cannot use it.
This situation you can send back the package back to us for free replacement or refund
Replacement: Customer send back the package with the cheapest normal post way (seller can help paid half or the freight), after tell us the tracking number, we would arrange a new package delivery to you
Refund: Customer send back the package by the cheapest normal post way (buyer paid the freight), after package reached to us, we would totally refund to you.
Repair: In the warranty if the device is broken customer can send it back for repair, customer paid the freight send back, seller paid the freight after repair well.
2) In some particular situation, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee.
3) You order a wrong item and negotiate with our customer service to exchange for a right product, this exchange policy is also for you. But you need pay the shipping cost to us as well as return to you.
4) If we miss-shipped the items, we will be responsible for an item exchange and any shipping fees. If you choose this, you can also return the product and get a full refund plus the shipping and handling fee, but you must make sure to send it back through ordinary airmail.
Which situation we do not provide return policy?
Please check detail before you purchase on AutelDiag.co.uk. If you have any doubt, please check with our customer service, you can get our customers service information from our website.
First, If you order wrong item by yourself, or you found it is not you want to order (not quality problem), we will not provide return policy to you, please aware of this.
Second, If the item is damaged by yourself, we cannot provide exchange service for you. But you can return for repair.
What you do before returning for replacement?
First, If your product is damaged in delivery, we will exchange it free for you and undertake the shipping cost you ship back to us by ordinary airmail.
Second, If you order a wrong item and negotiate with our customer service to exchange for a right item, this exchange policy is also for you. But you need to pay the shipping cost to us as well as return to you.
Third, you need keep touch with our customer service to make sure we get it. After we check the item, we will provide exchange service for you. We will inform you when everything done. Please remember to check your email time to time.
Notice (1): you need contact our customer service to tell us your problem. What's wrong with your item and what you want us do for you.
Notice (2): When you confirm to return the items to us, please use ordinary airmail or EMS to return it, and write ship to the address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we cannot get your return item, we will not responsible for that.
Notice (3): All return for refund or return for exchange all should be done within 14 days. Otherwise, we cannot provide these two policies.
When I get my refund?
After we get your item return to us and check the item in good condition, we will issue you refund according to our policy within 48 working hours through PayPal, please check your PayPal account timely or contact our customer service. Usually the refund doesn't include the ship out and return shipping cost, 10% handling cost, and cost on logout the serial number of the items that has been activated.
What is our guarantee policy?
The guarantee of our most products is one year. And we guarantee our product in a good condition before shipping out, our stuff will carefully do quality check on every product.
Lost Products: If products get lost in delivery, or you still don’t get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want ship it through express, then you need to pay express shipping fee.
What is the exchange policy?
When exchange for free?
If your products encounter crash in delivery, we will exchange it for free for you and undertake the shipping cost for you ship item back to us through simple airmail.
Mis-ordered products: If you order a wrong item and plan to exchange for you want, then just contact our customer service for help, If we can exchange for you, you need to pay the shipping cost to us as well as return to you.
Physical Damaged Items: If the item is damaged by yourself, we cannot provide exchange service for you. But you can return for repair.
What you do before returning for replacement: you need contact our customer service to tell us your problem. What's wrong with your item and what you want us to do for you.
Returning shipping options: after confirming your items is under our policy of returning, we please you use simple airmail to ship item back to us. NO DHL, UPS, TNT, Fedex or any other express.
How we will do after receiving your return: you need keep touch with us to make sure we get it. After checking the item, we will arrange a replacement for you and we will inform you when everything is done. Please remember to check your email from time to time.
Notice for shipping options: When you confirm to return the items to us, please use ordinary airmail or EMS to return it, and write ship to the address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we cannot get your return item, we will not responsible for that.
What is the repair policy?
1) When your product encounter broken after using some days and need repair, we will provide repair service for you.
2) Please contact with AutelDiag.co.uk customers service about the repair.
3) You need use ordinary airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for ordinary airmail ship back, but if you ask for express shipping, you need to pay for this.
Where you shall send back the package to?
We have warehouse in UK, Hongkong and Shenzhen. Items will be sent from one of those 3 warehouse. No matter where the package was sent from. If you want to return it back, you can only send back to China warehouse. Other address is not acceptable.
Note: Because our oversea warehouse is just for dispatching, not for return or after-sale. we can only accept return the product to China.
At last, in some particular situation, our return policy can be open for you after our customer service learning your particular problem. Please contact our customer service for this situation.
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