Refund policy

Last Updated: September 22, 2026

At AutoEx, customer satisfaction is our priority. We are committed to providing professional automotive diagnostic and coding equipment with reliable product quality and customer support.

This Refund Policy explains the conditions and procedures for refund requests, cancellations, and product-related issues.

1. Refund Eligibility

Refund requests may be considered under the following circumstances:

  • The product has a confirmed manufacturing defect.
  • The product received is incorrect compared with the customer's order.
  • The order cancellation request is submitted within the applicable cancellation period.
  • Other situations approved by AutoEx based on specific circumstances.

For products claimed to have manufacturing defects, refund approval requires inspection and confirmation from the manufacturer or authorized technical verification process.

AutoEx does not issue refunds solely based on customer claims without verification.

2. Refund for Manufacturing Defects

For hardware equipment with suspected manufacturing defects:

  • Customers must contact AutoEx before returning any product.
  • Remote diagnosis is required before any return process.
  • The product may need to be inspected by the manufacturer or authorized technical team.
  • Refunds are only approved after the defect is confirmed.

If the manufacturer confirms that the issue is caused by a manufacturing defect and the product meets warranty conditions, AutoEx may provide:

  • Full refund, or
  • Product replacement, depending on the situation and manufacturer availability.

3. Refund Request Process

To request a refund, customers must contact AutoEx support and provide:

  • Order number
  • Customer name and contact information
  • Product serial number (if applicable)
  • Description of the issue
  • Photos or videos showing the problem (if required)

Customers must wait for AutoEx approval before returning any product.

Any product returned without prior authorization or sent to an unauthorized address will be the customer's responsibility.

4. Return Conditions

Approved return products must:

  • Remain in original condition
  • Have the original serial number matching purchase records
  • Include all accessories, manuals, and original packaging
  • Not have unauthorized modifications or repairs

Missing accessories, damaged packaging, or reduced product resale value may result in deductions or restocking fees.

5. Restocking Fee

AutoEx reserves the right to apply a restocking fee depending on the specific circumstances.

A restocking fee of up to 10% of the product value may apply in cases including:

  • Missing accessories
  • Missing original packaging
  • Product condition affecting resale value
  • Customer-requested returns not caused by confirmed product defects

The final fee amount will be determined based on product inspection results.

6. Order Cancellation

Customers may request order cancellation.

Cancellation within 24 hours

A full refund may be provided if:

  • The cancellation request is received within 24 hours after payment, and
  • Order processing, preparation, or fulfillment has not started.

After Order Processing Begins

If order processing, preparation, customization, or fulfillment has started:

  • Cancellation may not be accepted.
  • Partial refunds may be considered depending on the actual progress and costs incurred.

Change of Mind / No Longer Needed

AutoEx does not support returns or refunds due to customer change of mind, including situations where:

  • The customer no longer needs the product
  • The customer purchased the product by mistake
  • The customer changes their purchasing decision after shipment
  • The customer no longer requires the equipment after delivery

If the customer requests a return for these reasons after the order has been shipped or received, the customer must be responsible for:

  • All return shipping costs
  • Original shipping costs
  • Customs duties, taxes, import fees, and any related charges
  • A 30% equipment handling and restocking fee based on the product value

The return request must still be approved by AutoEx before any shipment is made.

Products returned without prior authorization will not be accepted, and all related risks and costs will be the customer's responsibility.

7. Refund Processing Time

Once a refund is approved:

  • Refunds will be processed within 3 business days.
  • Refunds will be issued through the original payment method.

The actual time for funds to appear in the customer's account depends on the payment provider or financial institution.

8. Non-Refundable Situations

Refunds may not be provided for:

  • Customer change of mind after shipment or delivery
  • Products no longer needed by the customer
  • Orders canceled after fulfillment has started
  • Products returned without AutoEx approval
  • Products damaged due to misuse, accidents, or improper operation
  • Unauthorized modification or repair
  • Damage caused by incorrect installation or connection
  • Problems caused by third-party software, services, or systems
  • Issues caused by vehicle compatibility when product specifications were available before purchase
  • Products returned without prior approval
  • Products that have been used in a manner inconsistent with product instructions

9. Shipping Costs

Unless otherwise approved by AutoEx:

  • Return shipping costs are the customer's responsibility.
  • AutoEx will cover return shipping costs after approved warranty service when applicable.

Original shipping fees may not be refundable unless required by applicable laws or approved by AutoEx.

10. Warranty Relationship

This Refund Policy should be read together with AutoEx Warranty Policy.

For hardware equipment covered by warranty:

  • Warranty claims require technical assessment.
  • Manufacturing defect claims require confirmation through inspection.
  • Replacement or refund decisions will be made based on verification results.

11. Contact Us

If you have questions about refunds, cancellations, or order issues, please contact us:

AutoEx

We are committed to providing professional support and resolving customer concerns fairly.