Thank you for choosing to shop at vxdiag.com. We are committed to providing our customers with an exceptional shopping experience. If you are not satisfied with your purchase, we offer a comprehensive return policy to assist you. Please read the following instructions carefully and follow the steps.
Return/Exchange Requests:
If you wish to return or exchange an item, please contact us within 30 days of purchase. As the return address differs from the shipping address, it is essential to contact us via email and obtain our permission before proceeding with the return. We are not responsible for any goods lost due to self-initiated returns. To ensure a safe and accurate return process, please follow these steps:
- Before returning the item, send an email to support@vxdiag.com indicating your intention to return the item and providing relevant order information. You will also need to send photos or videos of the product so that we can confirm its condition.
- Our customer service team will respond promptly after receiving your email and provide the correct return address.
- After receiving the correct return address, follow the instructions provided. Use a reliable and secure shipping method, and ensure the item is properly packaged to prevent damage or loss.
- Upon receiving and confirming the returned item is in good condition, we will process the refund or exchange as soon as possible.
After receiving and inspecting your return, we will notify you whether your refund is approved. If approved, the refund will be provided via the original payment method within 2-3 business days. If you do not receive the refund within 2-3 business days, please check your bank account again. Then contact your bank or credit card company. It may take some time for the refund to be officially posted. If you have completed all of the above steps and still have not received your refund, please contact us at support@vxdiag.com.
Return Conditions:
We will comply with the return policy in the following situations:
- Quality Issues: If the item you received is defective or damaged during shipping, making it unusable, you can request a return label from us. We will replace the item or provide a refund.
- Special Circumstances: If your item has special issues, please notify our customer service. We will assess the situation and determine the appropriate course of action.
- Wrong Orders: If you ordered the wrong item or changed your mind (not due to quality issues), including reasons such as being unable to use the diagnostic software or not fully reviewing the product details page, please contact our customer service. We will assist you in exchanging the item for the correct one or processing a return after evaluation. However, you will be responsible for the full return shipping cost, the shipping cost of the replacement package, and a 15% restocking fee.
- Incorrectly Shipped Items: If we shipped you the wrong item, we will take full responsibility for the exchange and cover all shipping costs. If you wish to cancel the order entirely, we will provide a full refund.
Note:
Regarding virtual products/licenses: If you are not satisfied within 48 hours, you can receive a direct refund (we will deactivate the license). After 48 hours, refunds are not supported.
For virtual products, specifically vehicle model authorization licenses, please ensure that your device can be authorized before placing an order, or contact us for confirmation. Otherwise, if the order is refunded due to the inability to add authorization, the customer will be charged an 8% processing fee.
Return and Exchange Shipping Costs:
- If the return or exchange is due to product quality reasons and not compatibility issues, we will provide a full refund and cover the return shipping costs.
- If the return or exchange is due to the buyer's reasons, such as disliking the product, ordering the wrong item/size, or other reasons, the buyer will be responsible for the return shipping cost and a 15% restocking fee.
Non-Refundable Situations:
The following situations will not be refunded:
- Delays or lost packages due to incorrect or incomplete delivery information provided by the buyer.
- Packages damaged during shipping due to force majeure events (including natural disasters, adverse weather conditions, and wars).
- Uninsured orders that are lost or stolen.
- Delivery delays due to factors beyond VXDIAG's control (e.g., public holidays and customs issues).
- The vehicle model diagnostic authorization is a virtual product. Once our engineer successfully activates the authorization, the order cannot be canceled for a refund after 48 hours.
Damaged Items:
If you accidentally damage the item, we cannot provide an exchange service. However, you can return it for repair. Please contact us for detailed information, and we will provide a specific address to send the defective product. After the repair and testing are completed, we will return the product to you.
Order Cancellation:
If you cancel the order within 24 hours of purchase and the package has not been shipped, you can apply for a full refund, however, an 8% processing fee will be deducted. Please note that since the package will be processed and packed within 24 hours, and shipping will start shortly thereafter, if you cancel the order after 24 hours or if the package has already been shipped (even if it is still within 24 hours), an interception fee (if the package has been dispatched) and a 15% restocking fee will be charged. Please contact us via email: support@vxdiag.com.
Return Shipping Instructions:
When returning a product, please send it in its original packaging to the address provided by our customer service. Ensure that the returned item has been received; otherwise, we will not assume responsibility for the return.
Original Packaging:
Please keep the original packaging box in good condition for future use if needed for returns or exchanges. Items that do not meet the return standards will not be refunded.
If you have any other questions or need assistance, please contact our customer service team. We are always here to help. Thank you for your cooperation.
Customer Service Email: support@vxdiag.com