Return Policy

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Details About Return Policy at AutelStore.co.uk

Autel has many online and offline authorized dealers. If customers purchase products and update services through AutelStore.co.uk, please contact our customer service (sales@autelstore.co.uk) directly to inquire about maintenance and after-sale services. Other authorized dealer websites may not be able to provide after-sale services for you due to purchase channel.

You Can Apply for Refund Within 7 Days Since The Date You Received The Goods. Detail Rules as Follows:

1. Full Refund

1) 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.

2) 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.
(We may take a few days to get confirmation from warehouse, after we get confirmation of the package status, will arrange refund then)

3) 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.

4) 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

1) 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.

2) Customers are not Satisfied With The Item

We Can Accept Return Within 7 days Since You Get The Package. If you are not satisfied with the item you purchased, you can get partial refund 
You need to return the package to us first and should afford the shipping cost yourself. and we will deduct handling fees from your payment (Normally will be about 3%-5% According to the Item value)

3) You Ordered The Wrong Item

If you ordered the wrong item and never use it after you get it. We can accept return within 7 days since you get the package. 
You need to return the package to us first and should afford the shipping cost yourself. and we will deduct handling fees from your payment (Normally will be about 5%-10% According to the Item value), or if buyers want to exchange to another item you want. Customer need responsible for both shipping fee.

4) Used Tool for Over One Month 

If the buyer want to return back a device which he has got and used for a few month. He need to provide the device serial number to us so that we can make sure when the update will expire, and how much he should pay for the cancellation of the registration. 
Also Buyers need to pay for the shipping and customs duty themselves to return the package back to Autel factory which located in China. (Because all used tool can not be resell and must to be renew by Autel factory, so buyer need to notice this, and make sure if you want to afford the high cost of this first). 

3. What Information You Need Provide If You Want to Return A Product:

1) Order Number
2) Device Serial Number (Pic of the back side of the tablet)
3) Pics to show us the status of whole package 
4) Get the Return address (Must confirm the address with us, otherwise we will not get the package, and will not be responsible for the package lose)
5) After you sent out the package, need to provide the tracking number

4. Device Repair Process

1) Send the device serial number and video to show the exact problem with the device. 
2) After we get confirmation from Autel factory, you need to return the tablet back to Autel factory which is located in China 
3) Buyer need to afford the return shipping cost. and we will afford the customs duy and the shipping when we send back to the buyer. 
4) The repair is done by Autel factory, so we can not make sure how long it will take. So we can not give you a certain time periond. But will try to ask Autel factory to fix it ASAP

Finally, in some particular situation, our return policy can be open for you after our customer service learning your particular problem. Please contact our customer service for this situation.
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