Return & Refund Policy

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Returns / Refunds / Statutory Rights

Commercial return promise plus mandatory consumer rights.

This Return & Refund Policy applies to physical products purchased directly from shop.autooltech.com. We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. Where mandatory consumer laws in your country provide stronger rights, those mandatory rights prevail.

Return Window90 Days
Non-Defective Return ShippingBuyer Pays
Refund Processing5 Business Days
Restocking FeeNone

Our 90-Day Return Promise

We stand behind every product we sell. If you are not fully satisfied with your purchase, you may request a return within 90 calendar days from the date the item was delivered to you. This generous return window applies to eligible physical goods purchased directly through shop.autooltech.com and reflects our confidence in the quality of AUTOOL products.

  • The 90-day period begins on the date of confirmed delivery, not the date of purchase or shipment.
  • Both new and unused items, as well as items with a qualifying defect or issue, may be eligible for return within this window.
  • We do not charge any restocking fee for approved returns, regardless of the reason.
  • This policy covers our commercial return commitment. Certain product categories may be subject to legal exceptions or product-specific limitations where applicable law permits.
  • If your country’s mandatory consumer protection laws provide a longer return period or stronger protections, those mandatory rights apply in addition to this policy.

Our goal is to make the return process straightforward and fair. If you have any questions about whether your item qualifies, please reach out to our after-sales team before initiating a return.

Return Eligibility & Conditions

To ensure a smooth return experience and a prompt refund, returned items must meet the following conditions:

  • Complete product: The item must be returned with all original accessories, components, manuals, documentation, and any free gifts or bundled items that were included with the purchase.
  • Original packaging: The product should be returned in its original packaging wherever reasonably possible. If the original packaging is no longer available, the item must be packed securely to prevent damage during transit.
  • Condition of the item: For non-defective returns, the item must be in a condition consistent with reasonable inspection — it should not show signs of extended use, installation wear, or physical alteration beyond what is necessary to examine the product.
  • No misuse or unauthorized modification: Items that have been subject to misuse, abuse, negligence, unauthorized repair or modification, or accidental damage caused by the customer are not eligible for a standard return.
  • Serial numbers and labels: All original serial number labels, warranty stickers, and manufacturer markings must be intact and legible. Returns may be refused or only partially refunded if serial numbers have been removed, altered, or are unreadable.
  • Supporting documentation: For claims involving damage, defects, or wrong items, please provide clear photographs or video evidence of the issue. This helps us process your claim more quickly.

Returns that do not meet these conditions may be refused, returned to the sender at the sender’s expense, or subject to a partial refund at AUTOOL’s reasonable discretion.

How to Start a Return

All returns must be pre-authorized. Please follow these steps to initiate your return:

  1. Contact our after-sales team: Send an email to aftersale@autooltech.com with your order number, the product name or SKU, a clear description of the reason for your return, and any relevant photographs or videos if applicable.
  2. Receive written return instructions: Our team will review your request and reply with a Return Authorization, including the approved return address, any reference number to include, and specific packing or shipping instructions for your case.
  3. Pack and ship the item: Carefully pack the product in its original packaging or equivalent protective packaging. Include all accessories, manuals, and components. Ship the item only to the return address provided in your authorization — do not send the item to any other address.
  4. Use a trackable shipping method: We strongly recommend using a shipping service with tracking and delivery confirmation. AUTOOL is not responsible for return shipments that are lost in transit when the buyer is responsible for return shipping.
  5. Inspection and confirmation: Once we receive the returned item, our team will inspect it within 1 to 3 business days. You will receive an email notification confirming the outcome of the inspection.
  6. Refund issued: If the return is approved, the refund will be processed within 5 business days of the inspection being completed, to the original payment method used for the purchase.

Important: Do not return any product without first obtaining written return instructions from our team. Unauthorized returns — items sent without prior approval or sent to an incorrect address — may be refused, delayed, or returned to the sender at the sender’s cost.

Refund Processing & Timeline

We aim to process all eligible refunds promptly and transparently:

  • Approved refunds are generally issued within 5 business days after the returned item has been received at our facility and has passed inspection.
  • Refunds are credited back to the original payment method used at checkout (credit card, debit card, PayPal, or other payment service), unless otherwise required by applicable law.
  • After the refund is issued on our end, your bank, credit card company, or payment provider may require additional processing time before the credit appears in your account. This can range from 5 to 20 business days depending on your financial institution.
  • You will receive an email confirmation once the refund has been processed on our side, including the refund amount and the payment method credited.

If you have not received your refund within the expected timeframe, please first check with your bank or payment provider. If the issue persists, contact us at aftersale@autooltech.com and we will investigate promptly.

Return Shipping Costs

Who pays for return shipping depends on the reason for the return:

  • Non-defective returns (change of mind, no longer needed, ordered wrong item by mistake, etc.): The buyer is responsible for the return shipping cost. We recommend choosing an affordable but trackable shipping method.
  • Defective, damaged, or wrong items: AUTOOL will bear the return shipping cost or provide a reasonable alternative solution, such as a prepaid return label, a shipping cost reimbursement, or a replacement shipment without requiring the defective item to be returned, depending on the circumstances.
  • Items not as described: If the product received is materially different from what was described on the product listing, AUTOOL will cover the return shipping cost or arrange a suitable resolution.

Original shipping charges: For non-defective returns, the original shipping fee paid at checkout is generally not refunded, unless required by applicable law. For defective, damaged, or wrong-item returns, original shipping charges may be refunded as part of the resolution.

Damaged, Defective, or Wrong Items

If you receive a product that is damaged during shipping, has a manufacturing defect, or is not the item you ordered, we will make it right. Here is what to do:

  • Report promptly: Contact us at aftersale@autooltech.com as soon as possible after discovering the issue. While our 90-day return window applies, reporting sooner helps us resolve your case faster and more effectively.
  • Provide evidence: Include clear photographs showing the damage, defect, or the wrong item received. If possible, also photograph the shipping packaging and any visible shipping damage. For functional defects, a short video demonstrating the issue is very helpful.
  • Include order details: Provide your order number, the product name or SKU, and a description of the problem so our team can quickly locate your order and begin working on a resolution.

After reviewing your case, AUTOOL will offer an appropriate resolution, which may include:

  • A full refund, including return shipping costs borne by AUTOOL
  • A replacement product shipped at no additional cost to you
  • A partial refund or discount if the issue is minor and you prefer to keep the item
  • A prepaid return shipping label or reimbursement of your return shipping expense

The specific resolution offered will depend on the nature of the issue, product availability, and your preference. Our aim is always to find the fairest and most convenient outcome for you.

Order Cancellation

If you change your mind after placing an order, you may request a cancellation:

  • Before shipment: If your order has not yet been shipped, we can usually cancel it and issue a full refund to your original payment method. Contact us at aftersale@autooltech.com as soon as possible with your order number.
  • After shipment: Once the order has been dispatched, it can no longer be cancelled in transit. In this case, you may refuse delivery if possible, or accept the package and then initiate a standard return under this Return & Refund Policy.
  • Processing time: Because orders may be processed quickly, we cannot guarantee that a cancellation request will be received before dispatch. We will do our best to accommodate your request.

If a shipped order is returned to us due to delivery refusal or an undeliverable address, any applicable return shipping costs or carrier surcharges may be deducted from the refund where permitted by law.

Items That May Not Be Eligible for Return

While we strive to accept returns for as many products as possible, certain items may not be eligible for return or refund due to their nature:

  • Customized or made-to-order products: Items that were custom-manufactured, personalized, or specially configured to your specifications cannot be returned unless they arrive defective or materially different from what was agreed.
  • Software and digital content: Software licenses, digital downloads, activation codes, firmware updates, and other digital content cannot be returned once they have been delivered, activated, or downloaded.
  • Sealed goods opened after delivery: Certain sealed products that are not suitable for return due to health, hygiene, or data protection reasons once the seal has been broken, where applicable law permits this exception.
  • Items with removed or altered serial numbers: Products whose serial numbers, warranty labels, or manufacturer markings have been removed, defaced, or altered.
  • Consumable items after use: Products that are consumable in nature (such as calibration gases, test fluids, or single-use components) that have been partially or fully consumed.

If you are unsure whether your item is eligible for return, contact us before making any return arrangements and we will advise you.

Statutory Rights for EU / EEA Consumers

If you are a consumer in the European Union or the European Economic Area, you benefit from mandatory statutory rights that apply in addition to our commercial return policy. These rights cannot be waived or reduced by any contractual terms.

14-Day Withdrawal RightUnder the EU Consumer Rights Directive, you have the right to withdraw from a distance purchase within 14 days of receiving the goods, without giving any reason. This 14-day period begins on the day you (or a person you have designated, other than the carrier) physically receive the product. To exercise this right, you must inform us of your decision by a clear statement before the withdrawal period expires.
Withdrawal Refund ScopeWhen the right of withdrawal is exercised, we will refund the full product price and the cost of standard outbound delivery (i.e., the least expensive standard delivery method we offer). If you chose a more expensive delivery method at checkout, the additional cost above the standard delivery charge is not refunded. The refund will be issued without undue delay and no later than 14 days from the day we receive the returned goods or proof of their dispatch, whichever is earlier.
Return Shipping Under EU WithdrawalUnless we have offered to collect the goods, you are responsible for the direct cost of returning the goods when exercising your withdrawal right, provided this was clearly disclosed to you before purchase. We will not charge any additional fees for the return beyond the direct shipping cost.
2-Year Legal GuaranteeConsumers in the EU / EEA benefit from a legal guarantee of conformity of at least 2 years from the date of delivery. If a product is faulty, not as described, or otherwise fails to conform to the contract of sale within this period, you are entitled to request a repair, replacement, price reduction, or full refund in accordance with the applicable consumer protection laws of your country. In many EU member states, defects appearing within the first year (or first two years in some jurisdictions) are presumed to have existed at the time of delivery unless proven otherwise.

Items that may be excluded from the right of withdrawal under EU law include: sealed goods that have been opened after delivery where return is not suitable for health protection or hygiene reasons; goods made to the consumer’s specifications or clearly personalized; and sealed audio, video, or software recordings once unsealed after delivery. These exclusions apply only where permitted by applicable EU / EEA legislation.

Partial Refunds & Deductions

In most cases, approved returns receive a full product refund. However, a partial refund or deduction may apply in the following circumstances:

  • Diminished value due to use: If a returned item shows signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the product, the refund may be reduced to reflect the diminished value. This applies particularly to non-defective, change-of-mind returns.
  • Missing accessories or components: If the product is returned without all original accessories, manuals, cables, mounting hardware, or other included components, the cost of the missing items may be deducted from the refund.
  • Damaged packaging: While we understand that packaging must be opened to inspect the product, if the original packaging is excessively damaged or destroyed beyond what is needed for reasonable inspection, a deduction may be applied.
  • Missing or damaged free gifts: If promotional free gifts or bundled items that were included with the order are not returned or are returned in a damaged condition, their value may be deducted from the refund.
  • Return shipping on refused deliveries: If an order is refused upon delivery or returned to us because of an incorrect or undeliverable address, and return freight costs are incurred, those costs may be deducted from the refund where permitted by law.

We will always inform you of any deductions and the reasons before finalizing a partial refund. If you disagree with a deduction, you may contact our team to discuss the matter further.

Important Notes

Do not return without written instructions. All returns must be pre-authorized by our after-sales team. Sending items back without first receiving a Return Authorization and the correct return address may result in the return being refused, lost, or delayed. AUTOOL cannot be held responsible for unauthorized returns.
Return address may vary. The return address is not necessarily the same as our business address or the address the product was shipped from. Return routing depends on the specific product, your location, and logistics arrangements. Always ship returns only to the address confirmed in your Return Authorization.
Use trackable shipping for returns. We strongly recommend that you use a shipping service with tracking and insurance for return shipments. If a return package is lost in transit and the buyer is responsible for return shipping, AUTOOL cannot be held liable for the lost shipment.
Exchanges. We do not currently offer direct exchanges. If you need a different product or variant, please return the original item for a refund and place a new order for the desired item.
Policy updates. This Return & Refund Policy may be updated from time to time. The version in effect at the time of your purchase applies to that transaction. We encourage you to review this page periodically.
Contact us. For all return, refund, and after-sales inquiries, please email aftersale@autooltech.com. Include your order number in all correspondence so we can assist you as quickly as possible.