1. Mis-Ordered Products:
If you order wrong item by yourself, or you found it is not what you want to order (not quality problem), our return policy is not applied for you, please aware of this.
2. Quality Issue:
our products do not work well once you receive it or it encounters crash in delivery causing customers fail to use it, in this situation, our return policy will be open for you.
3. Non Quality Issues:
In some particular situation, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee.
4. Shipping options for return items:
when you confirm to return the items to us, please use simple flat airmail or EMS to return it, and write shipping address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we will have problem in clear the clearance and can not get your return item, we will not responsible for that.
After we get your item return to us and check the item in good condition, we will issue you refund according to our policy within 2 working days through PayPal, please check your PayPal account timely or contact our customer service, and we we will charge you 10% handling fee.
If you have any doubt, please check with our customer service.
Returning for replacement
1. When exchange for free:
If your products encounter crash in delivery, we will exchange it for free for you and you undertake the shipping cost for your ship item back to us through simple airmail.
If you order a wrong item and plan to exchange for you want, then just contact our customer service for help, if we can exchange for you, you need to pay the shipping cost to us as well as return to you.
3. Physical Damaged Items:
If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.
4. What you do before returning for replacement:
you need contact our customer service to tell us your problem. What's wrong with your item and what you want us to do for you.
5. Returning shipping options:
after confirming your items is under our policy of returning, we please you use simple airmail to ship item back to us. NO DHL, UPS, TNT, Fedex or any other express.
6. How we will do after receiving your return:
you need keep touch with us to make sure we get it. After checking the item, we will arrange a replacement for you and we will inform you when everything is done. Please remember to check your email from time to time.
Our product guarantee
Warranty: the guarantee of our most products is one year. Before shipping out, all goods have been double verified by autelsale.com. Our test engineer will check for quality, including check the basic function of the hardware and software, the appearance, the packing, the necessary accessories and power adapter plug standard. After finish quality check,our QC stuff will carefully do quality check and paste our own QC label in the form of month/date/year on every product.
If you have any using problem of the products which buy from autelsale.com, please feedback to us first, and we will discuss the issue with you. Via our technical support, we can dig out your using problem via our technical support in most of cases.
Lost Products: If products get lost in delivery, or you still do not get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want ship it through express, then you need to pay express shipping fee.
When your product get damaged after using some time and need repair, we provide repair service for you. Please contact with autelsale.com customer service about the repair.
You need use simple airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for simple airmail ship back, but if you ask for express shipping, you need to pay for this.
You can get a full refund if you make cancellation within 24hours. Because usually we will ship out package within 24 hours, for get full refund, please send us a cancellation note via order center or email.
If your cancellation made after 24 hours, please contact our customer service first, you can easily get touch with our customer service via email or any online contact method like skype, whatsapp or online chat. If customer service confirm your order have not been ship out, you can get a full refund
If your order has been proceed but have not get out of China(including Hongkong area), you can still cancel our order but you have to pay for the cancellation fee.(Detail fee please consult customer service for you order)
If the order already out of China, the order can not be canceled. If you want cancel it, you need send it back after you receive the package and you will need to undertaken the return fee.
Details about the Refund Policy at www.autelsale.com
Our policy lasts 30 working days from the purchase date. We are sorry for not offering a refund or exchange after 30 working days from your purchase date.
To be eligible for a return, your product (s) should have one of the following conditions:
- The wrong product was sent by the merchant.
- The product is defective.
Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please send your purchase back to us. We have a USA return warehouse, a UK return warehouse, a Belgium return warehouse or China return warehouse. Please contact our customer service for a detailed return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We don't offer returns (refund or exchange) in the following cases:
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 90 working days after delivery.
* The product was damaged in shipping.
* The item was not delivered on the agreed time (We usually complete orders within 1-3 working days (holidays and national days are not counted), exceptions may occur if no more stock is available and in case the delay is from the shipping company so the customer shall coordinate with them as we don't have any relation with any delay resulted from custom procedures or late delivery of the shipping company).
Suppose the goods received by the customer are inconsistent with the actual situation. In that case, the customer needs to provide the overall picture of the package received, the logistics sheet picture, and the product picture inside the package for verification, and if there is any discrepancy with the actual product, please contact the customer within 48 hours Our customer service will handle it, otherwise the time will be too long. The logistics provider will not be able to query and monitor for verification.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your Paypal account or original method of payment, within a certain amount of working days.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your Paypal account manager or credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Any other questions, please feel free to contact autelsale.com customer service.