Refund policy

We offer a 30-day return period for eligible purchases. To request a return, you must contact us within 30 calendar days after your order is marked as delivered by the carrier.

Please contact us at supportus@autel.com before sending any item back. Returns sent without prior authorization may be delayed or refused.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return & Exchange Conditions

• Items returned without authorization will not be accepted.
• Items must be returned within 30 days after you receive them.
• All items must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.

Exceptions / non-returnable items

• For change-of-mind returns, the product must be unused, uninstalled, unactivated, undamaged, and returned with all original accessories, components, manuals, and packaging.
• Products that were installed or activated solely for the purpose of identifying a suspected defect may still be eligible for a defective-product claim, subject to inspection and verification.
• Refund requests made after the refund period has expired.
• Damage or loss caused by customer's personal reasons.
• Promotional or discounted items are eligible for return under this policy unless the item is explicitly identified as “Final Sale” on the product page at the time of purchase. Gift cards are non-refundable except where required by applicable law.
• Price matching for previous purchases.
• Shipping fees that have already been incurred are non-refundable.

• Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

• If a return is due to an incorrect item shipped by Autel, shipping damage, or a verified product defect attributable to the product, Autel will provide return instructions and, where applicable, a prepaid return shipping label.
• Autel may request reasonable photos, videos, diagnostic information, serial numbers, or troubleshooting information before confirming that the issue qualifies as a product defect. Once the qualifying return is received and inspected, Autel will provide an appropriate refund or replacement in accordance with this policy and applicable law.
• If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return freight.
• Autel does not charge a restocking fee for eligible returns. However, where permitted by law, Autel may deduct a reasonable and documented amount from the refund if the returned product is incomplete, missing original components or accessories, or has suffered customer-caused damage beyond what is reasonably necessary to inspect the product. Any such deduction will be documented and communicated to the customer.
•  Cash on Delivery (COD) products are also not accepted under any conditions. And we will not accept any returns without first obtaining return approval from us.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

• The refund amount will be based on the actual price paid by the customer at the time of purchase, regardless of subsequent discounts or promotions. 
• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 10 working days.
• If you haven’t received the refund within 10 business days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at supportus@autel.com.

Please Note: we do not refund our original shipping cost.