Refund Policy

Last updated: July 2026

This Refund Policy sets out the conditions under which returns and refunds are handled for purchases made through [yourdomain.com]. By placing an order, you agree to the terms below.

References to “we”, “us” or “our” mean [Your Company Limited], [Your Business Address].

1. Nature of Goods

  • We sell physical automotive diagnostic products (OBD2 scanners, Bluetooth OBD adapters, battery testers, TPMS sensors and related accessories), shipped to the delivery address you provide at checkout.
  • Because compatibility varies by vehicle, please confirm before ordering that a product supports your vehicle’s make, model, year and region. Our support team is happy to help you check before you buy.

2. Order Cancellation

  • You may cancel an order free of charge at any time before it is dispatched, for a full refund.
  • Once an order has been dispatched, the return process below applies.

3. Refund Eligibility

Refunds or replacements may be granted in the following cases:

  • Item not received: The order is confirmed lost in transit by the carrier, or has not arrived within a reasonable period after the estimated delivery date.
  • Dead on arrival / defective: The product does not work on arrival or develops a fault covered by the [12]-month limited warranty (see our Terms of Use and Conditions).
  • Damaged in transit: The product arrives damaged (please photograph the packaging and product before disposal).
  • Wrong item sent: The product received differs from what was ordered.
  • Not as described: The product differs significantly from the listing description (supported by evidence such as photos or video).
  • Change of mind / 14-day withdrawal: If you are a consumer in the EU, the UK, or another jurisdiction granting a statutory right of withdrawal, you may return the product within 14 days of delivery without giving a reason. In addition, we accept change-of-mind returns within [30] days of delivery, provided the product is unused, in its original packaging, with all accessories and documentation included.

Refunds will not be granted for:

  • Products damaged through misuse, accident, liquid ingress, or unauthorised modification or repair.
  • Faults caused by connecting the product to incompatible vehicles or devices, or by unofficial firmware/software updates.
  • Normal wear and tear of consumable parts such as cables, clamps and batteries.
  • Returns sent without a return authorisation, or received outside the return window, except where required by law.

4. Return Window and Conditions

  • Return requests must be raised within [30] calendar days of delivery (or within your statutory withdrawal period, where longer protections apply).
  • Returned products must be sent back within [14] days of receiving the return authorisation, unused, in original packaging, with all accessories, cables and documentation.
  • Unless the return is due to our error or a defective product, you are responsible for the cost and risk of return shipping. We recommend a tracked service, as we cannot refund items lost on the way back to us.
  • Please contact us for a return authorisation and the correct return address before sending anything back. Unauthorised returns may be delayed or refused.

5. Refund Process

  1. Submit a request via your account dashboard or email [support@yourdomain.com], quoting your order number.
  2. Provide supporting evidence where relevant (e.g., photos or video of the fault or damage, tracking information).
  3. We will acknowledge your request within 2 business days.
  4. Our team will review and respond within 5 business days. For suspected faults, we may first offer troubleshooting steps or a firmware update, as many issues can be resolved without a return.
  5. If a return is approved, we will issue a return authorisation and return instructions.
  6. Once the returned product has been received and inspected, approved refunds are issued to the original payment method within [14] days. Depending on your bank or payment provider, funds may take additional time to appear.
  7. Where a claim is accepted under warranty, we may, at our option, repair the product, send a replacement, or refund the purchase price.

6. Partial Refunds, Shipping Charges and Currency

  • Diminished value: We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to establish the nature and functioning of the product.
  • Original shipping charges: Refunded only where the return results from our error or a defective product.
  • Customs and duties: Import duties or taxes paid to your local authorities are not refundable by us; you may be able to reclaim them from your customs office.
  • Currency: Refunds are issued in the original payment currency. We are not responsible for differences arising from exchange-rate movements or bank conversion fees.
  • Non-transferability: Refund rights apply only to the original purchaser and the original order.

7. Billing Discrepancies

  • If you believe you have been billed incorrectly, notify [support@yourdomain.com] within 30 calendar days of the charge.
  • We will investigate promptly and correct any confirmed error.

8. Chargebacks

  • Please contact our support team before initiating a chargeback — most issues can be resolved faster through our refund process.
  • Where a chargeback is raised on a transaction that was properly completed and delivered, we may suspend the associated account and will provide our payment processor with delivery and transaction evidence.
  • Nothing in this section limits your right to raise a legitimate dispute with your payment provider.

9. Legal Compliance

  • Nothing in this policy affects your statutory rights under the consumer protection laws of your country of residence, including any statutory warranty or withdrawal rights.
  • This policy is governed by the laws of the [Hong Kong SAR], consistent with our Terms of Use and Conditions.

10. Policy Changes

  • We may amend this policy from time to time. The version in force when you place an order applies to that order. Changes take effect upon posting to the Website.

11. Contact Us

For refund and return inquiries, please contact:

📧 [support@yourdomain.com]
[Your Company Limited]
[Your Business Address]