Refund and Returns Policy

Diag Tools Refund and Returns Policy

At Diag Tools, we value your satisfaction. If you’re not completely happy with your purchase, we’re here to help. Please read our Refund and Returns Policy below:

Return Process

1. Hardware Policy

• Hardware includes equipments, boxes, accessories, and gifts.
• The warranty period is according to the manufacturer.
• Returns due to manufacturer defects are accepted within 5 days from the delivery date.

PRODUCT CONDITIONS ARE WARRANTY:

• Customers must ensure that products are within the warranty period.
• Customers must report damage caused by a manufacturing defect.
• Customers should keep warranty and sealing labels unaltered, without any signs of tampering or tearing. They must return items in their original condition.
• Customers must ensure that products are free from physical damage, modifications, or signs of mishandling.
• Customers should verify that the serial number on the product matches the one provided on the warranty card.
• Customers are required to reach out to our service support team for an initial assessment and verification of the fault and product condition before sending the item back to our warehouse for warranty service.

ELIGIBLE HARDWARE RETURNS: 

The main unit must be in an as-new condition, free from scratches, stickers, or any other markings.

• Packaging must be in its original shape, without any damages such as dents, tears, or defacement, and must have matching serial numbers to the device.
• You must ensure that all accompanying accessories and gifts are complete, undamaged, and unaltered.
• If the product does not power on or the problem is indeterminable, please send it to our Warranty Centre for a thorough evaluation before we make any decisions regarding exchanges or returns.
• Remember to report any missing accessories, as this may result in a fee (up to 10% of the invoice value).
• Defects covered by manufacturer error include, but are not limited to, power issues, motherboard malfunctions, hard drive problems, screen defects, and internal component failures (such as screen banding, connectivity issues, or loss of touch functionality).

REPAIR POLICY:

For hardware issues, our skilled technicians are on hand to assist, provided that assistance may be conditional upon a concurrent purchase of software (hardware must be compatible with the same software) Customers experiencing hardware problems should contact our support team for technical assistance and may be offered a bundled software solution as part of the resolution process.

RETURN POLICY:

• Customers must obtain warranty verification from our technical support team to affirm the item’s eligibility for warranty service before returning any hardware item.
• Customers are responsible for all shipping charges and a 25% restocking fee based on the product price when they send products back to the Diag Tools warehouse for inspection.
• Upon receiving and examining the hardware, Diag Tools will assess the validity of the product’s condition and take appropriate action in accordance with the warranty terms.

REFUND POLICY:

• Customers have a 14-days period from receipt to report issues. Please initiate communication for hardware problems via email.
• Upon receipt of the return, we will execute the refund within 3 to 5 business days.
• Customers can exchange items within 15 to 30 days after receipt, as long as they remain sealed.
• Please note that the warranty term does not extend with a 1:1 product exchange.

CANCELLATION TERMS:

• Refunds do not include shipping costs, applicable taxes or charges, and a 25% restocking fee for dispatched items.
• In cases where the items have not yet left our facility, we will ensure a complete refund of all charges as reflected on the paid invoice.

2. Software Policy

• Warranty will be according to the software purchased lifetime
• Software includes Windows, drivers, software packages, and individual software.
• In case of warranty or replacement of a new product, the warranty period of the product remains unchanged.

PRODUCT CONDITIONS ARE WARRANTY:

• The software loading service must be within its warranty period.(periods set)
• Issues should not arise from incompatibilities with other software the customer has installed.
• We advise customers not to take the following actions without proper guidance.
• Avoid arbitrary updates or reinstallation of the operating system.
• Refrain from disassembling or swapping out the original hard drive while the software is in use.
• Users should avoid connecting the software to more devices than its original intended use.
• Avoid software version upgrades.
• Customers must contact the service support team for an assessment before seeking warranty service. This ensures that the software issue is not due to the mentioned actions or any other external factors.

REPAIR POLICY:

• The product has a warranty confirmation from the technical support.
• You need to contact customer service for a software problem and how can we help you.
• It is the customer’s responsibility to assist the technician during remote software troubleshooting.

Time to fix software and repair within 1-10 business days according to the complexity of the error.

REFUND POLICY:

• Customers must reach out for assessment if an issue arises. If the customer refuses the support services he will not be eligible for a refund. Refunds are processed only when the software has not been installed or activated. Non-returnable items include Software, Licenses, Subscriptions, Key Codes, Activation Codes, Customized Computers, Workshop Bundles, and any custom-ordered or personalized products.
• We apply a 5% deduction (for payment gateway processing fees) to refunds if the software is not installed.
• After installing and activating the software, returns are not allowed.