Please contact us within 12 hours to cancel your order before it has been shipped. If your order has not been dispatched, we will cancel the order and make a refund. If the item is on its way to you, you have to follow our return policy and send it back to us then we make a refund.
Can I return my product?
We accept return within 30 days from the receipt of your order to return goods you bought from us ( Except Autel Software Update Service).
Please email Support@autelglobal.store to contact us and we will provide you a return address or shipping label. And you need to ship the item back to the address we sent for a refund. Please do not ship items back without any request. Otherwise, we can not handle your return and it will be destroyed. Then the refund will be not issued.
Who pays for the shipping?
If the item is being returned for a quality reason, like it is damaged, faulty and not working, or you receive a wrong item, please contact us and we will cover the cost of shipping. If possible, we would like to see pictures of the damage, video for not working.
However, If you are not satisfied with the item you bought or change your mind, you can get a full refund or exchange it for another item you want. But the buyer needs to be responsible for the return shipping fee.
When should I send the product back?
You should send it back within 30 days of your return request.
Please put the product with all of its accessories, free gifts and manuals back into its original box. Once package was picked up by post office, please get back to provide us the tracking number. (VERY IMPORTANT!)
How and when will I get my money back?
Once we receive the products and our staff check all is fine, you will get a confirmation by email. Then your money will be paid back within 3 business days in the same way you made the purchase. As our staff need to handle tons of parcels, we recommend you can keep an eye on your return and remind us to check your case in time.
If we are on holidays, please allow us process your refund as soon as we get back to work.
You can apply for refund within 1 month since the date you received the goods. Detail rules as follows:
1. Full Refund
(a) Product quality issue
When the items you receive have quality problem, we will refund to you fully, including problem in the hardware, software or adapters.
(b) Wrong Item sent
If we a send wrong item to you, which is our responsibility to refund full item value and pay the extra fee for you.
After sending it back to us, please provide tracking number for us to trace the returned package and we can handle your refund.
(c) Item out of stock
Sometimes product of your order is out of stock, we will send email to check if you want to exchange to another one or you are willing to wait for it or prefer to get a refund. If you want to cancel the order, we will issue a full refund for you.
If you order several items from us, we will fulfill the available products and refund the unavailable one in full.
(d) Item not received
Sometime, you might not receive the parcel you bought from us because of it gets lost in transit for the post office reason, we will issue full refund or replacement.
Usually, we will provide tracking number and tracking link timely. If you don’t get item for a long time, please contact us timely. We will confirm with the couriers and get back to you ASAP. If product gets lost during transportation, we will arrange replacement for you and bear the shipping cost by ourselves. Or a full refund if you don't need the item anymore.
2. Partial Refund
(a) Wrong shipping address cost item lost or return
Customer's invalid or wrong shipping address, wrong contact information cause carrier failed to deliver the parcel or deliver to a wrong address, refund can not be issued.
If the parcel can be returned to us, we can make partial refund after deducting the shipping cost.
(b) Customer refuse to pay custom duty cause a return / destroy
Sometimes, products shipped from Hong Kong warehouse and it needs customers to pay for the import duty in some of countries. We will contact you and confirm with you about this issue before shipment. Once you are agree to pay for import fee and the parcel was already shipped to you, but you change your mind and refuse to pay for the import duty and pick up the parcel. In this situation, it causes a return or destroy. We will not refund the shipping cost or the money of product for this case.