Return & Refund Policy

Thank you for shopping at vxdiag.com!

We are committed to providing products and services that comply with local consumer rights worldwide while protecting the legal interests of both parties. The following policy is established based on fairness and transparency, covering all after-sales scenarios for VXDIAG devices.

1. Timeframe for Return & Exchange Requests

1. If you need to request a return or exchange, please contact us via official channels within 30 days of receiving the device.

2. As our return address and shipping address use separate warehouse systems, please contact our support team at support@vxdiag.com for confirmation before shipping any device back. If a return is sent without approval, we cannot be responsible for lost, damaged, or untraceable shipments.

2. Return & Exchange Process

1. Application Submission:
   Send an email to support@vxdiag.com with the following details:

   • Order number, purchaser’s name, and contact information

   • Reason for return/exchange (e.g., “device arrived damaged,” “wrong model shipped”)

   • Clear photos or short video of the device, packaging, and accessories for initial verification

2. Instructions from Support:
   Our support team will reply within 1–2 business days with the return address, shipping guidelines, and any specific notes to include (such as the order number).

3. Shipping & Verification:

   • Please use a reliable, trackable shipping method available in your region.

   • Ensure the device is packaged securely with its original box or equivalent protective packaging to prevent damage during transit.

   • Once received, we will complete professional inspection within 7 business days (covering appearance, functionality, and accessory completeness).

4. Refund/Exchange Execution:

   • If the inspection passes, a refund will be issued to your original payment method within 5–14 business days (processing time depends on the payment platform and your local bank).

   • For exchanges, a brand-new device will be shipped within 3 business days after verification, with tracking details provided.

3. Conditions & Handling Rules

We only cover hardware device quality issues or shipping errors under after-sales service.

(A) Eligible for Full Refund/Free Exchange (we cover all shipping costs)

1. Device Quality Issues:
   If the device has functional defects (e.g., won’t power on, faulty ports, hardware errors) or factory defects in appearance/accessories (e.g., missing, deformed parts), and inspection confirms it is not user-caused:

   • You may choose a full refund or a free replacement (we cover return & reshipping costs).

2. Wrong/Incomplete Shipment:
   If the received device model/specs do not match the order, or accessories are missing, and verification confirms this:

   • You may choose a full refund or a free replacement/correct accessory shipment (we cover all shipping costs).

3. Shipping Damage:
   If the device is damaged during transit due to courier responsibility (with verified courier report), it will be handled as a “device quality issue.” We will also assist in pursuing compensation with the courier.

(B) Eligible for Return/Exchange with Customer-Borne Costs

1. Personal Reason Returns (no quality issue):

   • Must meet these conditions:
     ① Device unopened/unused (or no signs of use, with intact appearance & accessories)
     ② Original packaging intact
     ③ Request submitted within 7 days of receipt (after 7 days, but within 30, only quality issues are accepted).

   • Customer must cover:
     ① Round-trip shipping fees
     ② A 15% restocking fee (to cover re-inspection, repackaging, cleaning, warehouse handling, and reinventory costs).

2. Personal Reason Exchanges (no quality issue):

   • Customer must cover:
     ① Price difference (if the new device costs more, pay the difference; if less, we refund the balance)
     ② Shipping fees for both returning and reshipping devices

(C) Software-Related Situations

1. Unfamiliarity with the software operation process or need for guidance on usage: You may contact customer service to obtain an operation manual or request remote technical assistance.
2. Software compatibility issues with your target vehicle model/system: We can assist in troubleshooting compatibility problems, but such issues do not constitute a hardware defect of the device.
3. Needs for software version updates or function optimizations: The latest software resources can be obtained through official channels; update-related issues are not related to the device’s quality.

(D) Not Eligible for Return/Exchange

1. Expired Requests:

   • Requests submitted over 30 days after receipt are not accepted, except in cases of unexpected device failure.

   • If failure occurs later, you must provide video proof. After evaluation, we may extend the timeframe and treat it as a quality issue to protect your rights.

2. User-Caused Damage/Misuse:

   • No support if damage is caused by unauthorized repair, drops, water damage, use of non-official accessories, or improper operation.

   • Only paid repair services will be available (cost depends on damage level, quoted transparently before repair).

3. Incomplete Packaging/Accessories:

   • If original packaging or key accessories (e.g., cables) are missing/damaged, replacement costs will be deducted from the refund.

4. Rules for Virtual Products (e.g., Vehicle Diagnostic Licenses)

1. For licenses/activation codes, as they cannot be reclaimed after activation:

   • If you request a refund within 48 hours of activation (due to incompatibility or no longer needed), and provide screenshots/video, we will issue a full refund (the license will then be canceled).

2. No refunds are available after 48 hours of activation.

3. If the license fails to activate, you must cooperate with technical troubleshooting first (e.g., checking network, account permissions). If confirmed as a license fault, we will reissue or refund.

5. Order Cancellation Policy

1. Within 24 hours of order placement (before shipment):

   • Eligible for a full refund.

   • Refund will be returned within 1–3 business days.

2. After 24 hours or post-shipment:

   • If not yet shipped, 5% handling fee applies.

   • If already shipped/picked up by courier, additional courier interception fee + 15% restocking fee apply.

   • If interception fails and package is delivered, the case will be handled under “Personal Reason Returns.”

6. Special Notes

1. Customs & Duties:

   • For returns due to quality issues: VXDIAG will cover customs/duties.

   • For personal reason returns: customer covers customs/duties.

2. Repair Services:

   • If warranty period expires or damage is user-caused, paid repair is available with transparent quotes (parts + labor). The device will only be returned once it passes functional inspection.

For any questions or assistance with after-sales support, please contact us at support@vxdiag.com.
We will always strive to provide professional and compliant solutions tailored to your local commercial practices.