Understanding Our Return and Refund Guidelines for OBDII Tools in Canada
At Autel France, we strive to ensure your complete satisfaction with every purchase of our professional OBDII diagnostic tools in Canada. We understand that sometimes a return may be necessary. To make this process as smooth as possible, please familiarize yourself with our return policy outlined below. This policy is designed to be fair and transparent, ensuring you have a clear understanding of our procedures should you need to return an item purchased in Canada.
14-Day Return Window and Eligibility
Our return policy is valid for 14 days from the date of your purchase. If more than 14 days have passed since you received your order, unfortunately, we are unable to offer you a full refund or exchange.
To be eligible for a return, your OBDII scanner or related product must meet the following criteria:
- Unused Condition: The item must be in the same condition that you received it. It should not show any signs of use, wear and tear, or damage.
- Original Packaging: The product must be returned in its original packaging, including all accessories, manuals, and protective materials.
Please note: Customers are responsible for covering the shipping costs associated with returning the item to the original manufacturer or designated return location.
Items Not Eligible for Return
Certain types of goods are exempt from being returned under our policy. These include:
- Perishable Goods: Items such as food, flowers, newspapers, and magazines are not returnable.
- Intimate or Sanitary Goods: For hygiene reasons, products classified as intimate or sanitary goods cannot be returned.
- Hazardous Materials: We do not accept returns of hazardous materials, flammable liquids, or gases.
- Gift Cards: Gift cards are non-returnable.
In addition to the above, the following items are also non-returnable:
- Downloadable Software: Software products that are downloadable and license-based cannot be returned once purchased.
- Opened Training Materials: Once training materials, whether physical or digital, have been opened or accessed, they are non-returnable.
To process your return, we require a receipt or proof of purchase. Please do not send your purchase directly back to the manufacturer without prior authorization.
Partial Refunds in Specific Situations
In certain situations, only partial refunds may be granted at our discretion. These situations include:
- Items with Obvious Signs of Use: Products returned with clear indications of usage beyond normal inspection.
- Damaged or Missing Parts (Not Due to Our Error): Any item that is not in its original condition, is damaged, or has missing parts for reasons not attributable to an error on our part.
- Returns Outside the 14-Day Window: Items returned more than 14 days after the delivery date are not eligible for a full refund and may be subject to a partial refund or rejection.
Refunds Processing
Once your returned OBDII scanner or accessory is received and inspected by our team, we will send you an email notification. This notification will inform you about the receipt of your returned item and whether your refund has been approved or rejected based on our inspection.
If your return is approved, your refund will be processed. A credit will be automatically applied to your original method of payment, such as your credit card, within a reasonable timeframe, typically within 5-7 business days. Processing times may vary depending on your payment provider.
Addressing Late or Missing Refunds
If you haven’t received your refund within the expected timeframe, please take the following steps:
- Check Your Bank Account: Review your bank account statement to ensure the refund has not been credited.
- Contact Your Credit Card Company: Reach out to your credit card company, as there may be a delay before the refund is officially posted to your account.
- Contact Your Bank: Contact your bank, as there is often some processing time involved before a refund is officially posted by your bank.
If you have completed these steps and still have not received your refund, please contact our customer support team at [email protected] for assistance.
Exchanges for Defective or Damaged Items
We offer exchanges exclusively for items that are confirmed to be defective or damaged upon arrival. If you believe you have received a defective OBDII scanner or accessory and need to exchange it for the same item, please email us at [email protected]. In the subject line of your email, please clearly label it as “Defective Item” and provide details of the defect or damage along with your order information.
Gift Returns
If the OBDII product you received was marked as a gift at the time of purchase and was shipped directly to you, you will receive a gift credit equivalent to the value of your return. Once the returned item is processed, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift during purchase, or if the gift giver had the order shipped to their address to give to you later, the refund will be issued to the gift giver, and they will be notified about the return.
Shipping Responsibilities for Returns
Please remember that you are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund for your returned item, the original shipping fees and the cost of return shipping will be deducted from your refund amount.
The time it may take for your exchanged product to reach you can vary depending on your location and shipping methods.
For items with a value over $75 CAD, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and using a trackable and insured service protects you in case of loss or damage during transit.
We are committed to providing excellent customer service and support for all our OBDII scanner customers in Canada. If you have any questions or require further clarification regarding our return policy, please do not hesitate to contact us.
