Return & Refund Policy

 

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.comor 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.

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.
• 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.