Thank you for visiting and shopping at VdiagTool. Following are the terms and conditions that constitute our Shipping Policy.

Is shipping free?

Yes, we offer free shipping worldwide.

How long does it take for an order to be shipped?

After placing an order, you will receive a confirmation email and a second email will be sent once your order is shipped. The second email will include tracking information and instructions on how to track your package. The total time required to receive your order is described below:

The total time is the sum of processing time and delivery time.

Processing Time = The time between placing your order and when we ship it; Delivery Time = The time from when your order is shipped to when it is delivered to you;

The total time is calculated from when you place the order to when the goods arrive. The total delivery time is divided into processing time and shipping time.

Processing Time:

The time it takes to prepare items for shipment from our warehouse. This includes preparing your items, conducting quality checks, and packing for shipment. Typically, it takes 1-3 business days (considering legal holidays).

Delivery Time:

The time it takes for your items to be shipped from our warehouse to the destination.

Shipping and Delivery Time:

From USA/EU/Russia Warehouses:

1. Shipping from USA Warehouse (for USA domestic addresses only - usually takes 2-5 business days to arrive).
2. Shipping from EU/Russia Warehouses (usually takes 2-7 business days to arrive in different EU countries).

Our USA/EU/Russia warehouses have stock, but there are no branch technical departments in the EU/Russia. If there is an issue with the item that requires repair, you will need to send it back to the USA warehouse or our Shenzhen warehouse.

Shipping from CN/HK Warehouse (default DHL and other courier services):

• If the item you purchased is not in stock at our overseas warehouse, we will ship it from Shenzhen via DHL, UPS, etc. Delivery usually takes 3-7 business days (DHL will be the default delivery method).
• If you have not received your item after this time, we will reship it to you after investigation.

The following situations do not qualify for a full refund:

1. Delays caused by incorrect or incomplete delivery information provided by the buyer;
2. Delays due to natural disasters, severe weather, war, or other force majeure events;
3. Loss or theft of any uninsured orders;
4. Any delays due to reasons beyond VdiagTool control, such as public holidays and customs issues.

Order Tracking

Once your purchased item is shipped, we will immediately send a shipping confirmation via email so you can track the shipment status. The tracking number will be active within 2-3 days. Please check shipment status via https://www.17track.net/.

Taxes and Duties

Import taxes, duties, and related customs fees may be charged when the package arrives at the destination country. These charges are determined by the customs office of the specific destination.

Customs and Regulations

You are responsible for checking if there are any restricted items in the local postal regulations, as we are not responsible for any items not accepted by specific countries.

Foreign Exchange Fees

If your credit card account uses a currency other than USD, you may be charged at an exchange rate different from the one quoted on our website. You may also be subject to foreign currency transaction fees. These fees are determined by your bank's pricing and transaction fee policies. We are not responsible for any exchange rates or fees charged by your bank or credit card issuer. For more details on foreign currency transaction fees, please contact your bank.

At checkout, our store prices are displayed in USD. All transactions will be processed in USD through PayPal or credit card on the checkout page.

Email: service@vdiagtool.com
Customer Service Hours: Mon-Fri 9:00 AM -7:00 PM (GMT+8)

Thank you for choosing to shop at VdiagTool. We are committed to providing high-quality products and an exceptional customer experience. If you are not satisfied with your purchase, we offer a comprehensive return and refund policy. Please review the following terms carefully.

1. Return & Exchange Requests

If you wish to return or exchange an item, please contact us within 30 days of purchase.

⚠️ Important:
The return address is different from the shipping address.
Please do not return items without contacting us first.
Unauthorized returns may be lost or rejected, and VDIAGTOOL is not responsible for such losses.

1. Please email us at service@vdiagtool.com or contact us via online chat to request a return or exchange.
2. Provide your order number, reason for return, and detailed photos or videos showing the condition of the product.
3. Our customer service team will confirm your request and provide the correct return address or return label.
4. After receiving the return address or return label, please ship the item using a reliable carrier and ensure proper packaging.
5. Once we receive and inspect the returned item, we will process the refund or exchange promptly.

2. Refund Processing Time

After we receive and inspect your return:
• You will be notified whether your refund is approved.
• Approved refunds will be issued to your original payment method within 7–10 business days because we need to receive the returned package and confirm that everything is in good condition.
• If you have not received the refund, please check with your bank or card issuer, as posting times may vary.

If you still have not received your refund after these steps, please contact us at service@vdiagtool.com.

3. Return Conditions

(1) Quality Issues

If your item is defective, damaged, or non-functional upon arrival:

• We will provide a return label or reimburse return shipping.
• You may choose a replacement or a full refund.

(2) Incorrectly Shipped Items

If you received the wrong item:

• We will cover all shipping costs for exchange.
• If you prefer to cancel, we will provide a full refund.

(3) Buyer’s Reasons (No Quality Issues)

If you ordered the wrong product, changed your mind, or no longer want the item:

• You are responsible for the return shipping cost.
• For high-value orders, a restocking fee of 3% may apply (to cover inspection, repackaging, and processing).
• The item must be unused and in its original packaging with all accessories included.

(4) Special Circumstances

If your item has unique issues not listed above, please contact our support team for evaluation.

(5) Long-Term Use / Out-of-Initial Return Window

Products that become defective after six (6) months from the date of purchase, but within the two (2) year warranty period, are not eligible for refunds.

However, a replacement may be offered, subject to a 6% restocking and handling fee, which covers inspection, testing, and inventory processing costs.

This policy applies only to manufacturing defects and does not cover damage caused by misuse, accidents, normal wear and tear, improper installation, or unauthorized modification.

All replacement requests are subject to product availability.

4. Virtual Products / Software Licenses

For virtual products (e.g., activation codes or licenses):

• If requested within 48 hours, you may receive a refund, and the license will be deactivated.
• After 48 hours or once the software key has been used/upgraded, refunds are not supported.

5. Return & Exchange Shipping Costs

• Quality issues or incorrect products sent
We cover all shipping costs.
• Non-quality returns (buyer’s reason):
For high-value orders, a 3% restocking fee may apply.

6. Non-Refundable Situations

Refunds cannot be issued in the following circumstances:

• Incorrect or incomplete delivery information provided by the customer.
• Packages lost due to force majeure (e.g., natural disasters, extreme weather).
• Uninsured orders that are stolen or lost.
• Delays caused by customs, holidays, or factors beyond VDIAGTOOL’s control.
• Software upgrade services after issuing the activation key or completing the upgrade.
• Returned items missing components, accessories, or original packaging.
• Returned items showing signs of damage, misuse, disassembly, or modification.

7. Damaged Items / Repairs

• We cannot offer a free exchange for long-term used or damaged items.
• However, we do provide technical support.
To assist you more efficiently, please provide detailed information about the issue, along with photos or videos showing the problem.

8. Order Cancellation

• Orders canceled within 24 hours of purchase qualify for a full refund.
• Orders canceled after 24 hours incur a 5% processing fee.
• Once the order has shipped, cancellations are no longer accepted.
(It must be handled as a return instead.)

To cancel, please email service@vdiagtool.com or chat with us online.

9. Return Shipping Instructions

• Use a reliable courier service.
• Please ensure safe packaging to avoid damage during return transit.
• Returned items must be delivered to our designated address to qualify for a refund.

10. Original Packaging Requirement

• Please retain the original packaging and all accessories.
• To ensure the item meets return standards, please do not use tape, stickers, or any adhesive materials directly on the outer or inner packaging.
• Items that do not meet the return standards cannot be refunded.

11. Contact Us

If you need help with returns, refunds, or exchanges, our support team is here to assist you.

📧 Email: service@vdiagtool.com
🕒 Service Hours: Mon–Fri, 9:00 AM – 7:00 PM (GMT+8)

Thank you for your understanding and cooperation.