Returns

Return and Refund Guidelines

Before sending an item back to us, kindly read and adhere to the instructions below. Our Customer Service is always available to assist you. Please ensure you understand our return policy and that all criteria are met before physically dispatching any items back to us.

1. Return Guidelines

1.1 When Does ecuapex Offer a Return Policy?

① Mis-Ordered Products: If you mistakenly ordered an incorrect item, after discussing with ecuapex sales, you can return and exchange the tool. However, you will be responsible for both the shipping cost to us and the freight back to you.

② Quality Issues: If our products do not function properly upon receipt or encounter damage during delivery rendering you unable to use it, our return policy will be applicable.

③ Non-Quality Issues: In certain situations, our return policy can be applicable after our customer service understands your specific problem. In this case, we will charge a 10% handling fee.

Our free return window is open for 30 working days post package delivery.

1.2 When Does ecuapex NOT Offer a Return Policy?

① Mis-Ordered Products:

If you ordered the wrong item by mistake, or you found it is not what you intended to order (not a quality issue), our return policy does not apply to you.

② Non-Quality Issues:

If the item is damaged due to your actions, we cannot provide an exchange service. You can only return it for repair.

1.3 How to Return Items to ecuapex?

After all details are confirmed by ecuapex sales and agreed to return the items, please follow the return process provided by ecuapex.

① Return Shipping Method

ecuapex recommends using Registered Mail or EMS to return the parcel. Please only send the items back to the shipping address provided by our Customer Service. Please DO NOT use DHL/UPS/FEDEX/TNT or other courier services for shipment without permission. If we cannot receive the returned parcel sent through these methods, we will not be responsible for it.

② Return Cost

If you ordered wrong items and wish to return them, you will bear the return cost.

If it's a quality issue and the item has never been used before, please contact ecuapex sales to confirm the cost.

If returning only for repair or exchange, the customer will bear the shipping cost to ecuapex as per company rules.

1.4 Note:

① We promise to adhere to the return policy when the items have the above problems, but you must send back the item after we understand your problem and what you want us to do. Please kindly contact ecuapex Customer Service to confirm all details before returning the items.

② All returns for refund or exchange should be done within 30 days. The customer must dispatch the items and provide the returned tracking number with shipping invoice details to ecuapex sales. Otherwise, we may not receive the parcel and follow the return and exchange policy.

2. Refund Guidelines

2.1 When Does ecuapex Offer a Refund Policy?

① Quality Issues:

If our products fail to work properly upon receipt or are damaged during delivery, preventing customers from using them, our refund policy will be applicable.

② Transaction Issues:

If you discover that the transaction was not authorized by you or someone you know, please contact ecuapex Customer Service within 12 working hours to cancel the transaction and refund the unauthorized deduction. If over 48 hours, the parcel may have already been sent out, then we have to refund after we receive back the items.

Stock Issues:

If a product is out of stock, we will send an email to check if you want to exchange or get a refund.

2.2 When Does ecuapex NOT Offer a Refund Policy?

① Mis-Ordered Products:

If you ordered the wrong item by mistake, or you found it is not what you intended to order (not a quality issue), our return policy does not apply to you.

② Special Products/Services:

Some products or services are not refundable after they have been provided. Like software download link, software installation service, and account service, etc.

2.3 When Can You Get a Refund?

① Return for Refund:

Usually, we will only refund to you after the returned item was received. Please also track the logistics after you send back the parcel and contact ecuapex sales for further refund information. (If the returned product was not in good condition, we may charge you corresponding damage costs.)

② Stock Issues:

If you prefer a direct refund when an item is out of stock, we will arrange a refund to you in 48 working hours. Kindly check your account or contact ecuapex sales for refund details.

3. Repair Guidelines

3.1 Within Warranty Period

All diagnostic tools and software from ecuapex can enjoy a free repair process during the warranty period. If the items from ecuapex have a quality problem during the warranty, you can send them back to us for repair. Please follow the return policy or contact ecuapex Customer Service for more details.

3.2 Out Of Warranty

If an item is out of warranty, there will be a repair fee accordingly. You may also need to pay for the shipping cost when the repair process is finished. To avoid the problem of excessive maintenance costs, be sure to consult with the staff on specific issues. Before sending back for repair, please explain the item problem to ecuapex sales, we will check it accordingly once received.

4. Warranty Guidelines

4.1 One Year Warranty

All diagnostic tools and software from ecuapex will have a one-year quality warranty period.

During the warranty period, customers can enjoy free technical support and repair.

Before shipping out, all goods will be tested by ecuapex.com. Our test engineer will check for quality, including checking the basic function of the hardware and software, the appearance, the packing, the necessary accessories, and power adapter plug standard.

4.2 7 Days Return

If the product has a quality problem, ecuapex guarantees to replace a faulty product or provide a full refund after receiving the products within 7 days.

4.3 Lost Products

If products get lost in delivery, or you haven't received 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 will help to check and provide a solution. Usually, we will provide a tracking number and tracking link timely. If products get lost on the way and we'll get messages from couriers, then ecuapex will contact you for further solutions like resending the parcel or refund.

The Warranty Policy applies to all products except some products which state the warranty specifically in the description. Like some chips, it doesn't have any warranty after order. We hope for your understanding.

ecuapex Considerations

When you encounter any issues, please kindly contact ecuapex sales to provide pictures or videos to demonstrate the quality or appearance problem.

Depending on the various problems, the ecuapex Sales team will be responsible for providing the most suitable solutions under the agreement of both parties, such as replacement, refund, discount for the next order, etc.

The Warranty Policy applies to all products except some products which state the warranty specifically in the description.