Return Refund Policy
We are committed to your satisfaction.
We promise to obey the return refund policy when the item has the problem below but you must send back the item, after knowing your problem and what you want us to do.
A. Please understand that we only accept returns and refund requests from customers within one month of receipt of the product. Since all Autel devices need to be registered with Autel ID before they can be used, customers cannot cancel the registration of Autel ID on the device for 1 month, so we will no longer accept returns and refund applications after 1 month.
B. For the product that has a quality problem: If the product never works or was damaged during shipment, we will issue you a 100% refund. We may request you return the product to analyze the exact nature of the problem. If we request a return shipment, please make sure to retain all the original shipping packaging. It will take 5-7 working days to receive the package. After we receive the item, we will refund you within 3 working days. The refund can be received within three (3) business days.
C. For returns caused by customers' wrong/duplicate purchases or inappropriate operation on the products, we may charge a restocking and handling fee. Upon return of the product will promptly issue you an 80% refund of the purchase price. It will take 5-7 working days to receive the package. After we receive the item, we will refund you within 3 working days. The refund can be received within three (3) business days.
D. For any miss-shipped items (lost items, wrong items, or incomplete items), we will pay all the shipping and related fees. We will give you the choice of returning the product for exchange or refund. Please contact us in time. Please provide the picture of the packing list on the outer package and the picture of the product. Once we confirm the package is not shipped or we send the wrong product, we will ship the new product or refund you within 5 working days.
E. Refund requests may be refused if our QC staff determines that a client's carelessness caused a fault in the product. Nonetheless, you can always return a product for replacement or repair. However, in these cases, there will be a required payment for the back-and-forth shipping fees.
F. Important note about return packages, if any return package does not meet the requirements stated in items A-E, then all the shipping charges are the buyer's responsibility.
Notice for shipping options when returning full refund: After you confirm the returned item with us and we issue you an RMA number, please use regular airmail or EMS to return it. Make sure to use the shipping address our customer service provides. DO NOT USE DHL, UPS, FedEx, or TNT. Why? Because we cannot get your return item if you send anything to us via these methods, and then we cannot give you a refund or exchange.
Company address: 20 / F, Qianhai Shimao Financial Center, 3040 Xinghai Dadao, Shenzhen, Guangdong, China
Factory Address: 2nd Floor, E Building, Zhongwu Logistics Park, Xixiang Subdistrict, Baoan District, Shenzhen City, Guangdong Province, China