This Refund Policy explains when refunds may be available for OBDTune products, software services, programming services, emulator kits, OBD modules, reset modules, technical support, and related services.
This Refund Policy is part of our Terms of Use.
By placing an order, purchasing a product or service, receiving a package, using an OBD module, installing an emulator, starting a programming or reset process, or contacting us for support, you agree to this Refund Policy.
Refunds in Simple Terms
We want our solution to work for your vehicle. If the service is unsuccessful and you followed our instructions and support recommendations, we will review your refund request within 30 days.
Because many OBDTune products are prepared for a specific vehicle or VIN, they cannot be returned after delivery simply because the customer changed their mind, ordered for the wrong vehicle, or does not want to continue troubleshooting.
General Refund Principle
Refunds may be available only when both of the following conditions are met:
- the service was unsuccessful despite the customer following all instructions and recommendations provided by OBDTune; and
- the refund request is submitted within 30 days of the service date.
Both conditions must be met at the same time.
A refund is not available simply because the customer changed their mind, no longer needs the product or service, ordered for the wrong vehicle, provided an incorrect VIN, does not want to continue troubleshooting, or failed to follow the provided instructions.
Vehicle-Specific Products and Services
Many OBDTune products and services are vehicle-specific and may be prepared, configured, programmed, or delivered for a specific vehicle or VIN.
Vehicle-specific products and services may include:
- software packages;
- programming services;
- OBD modules;
- reset modules;
- emulator kits;
- digital service files;
- vehicle-specific instructions;
- remote technical support;
- diagnostic or troubleshooting services.
Because these products and services are prepared for a specific vehicle, they cannot be returned or refunded after delivery except as expressly stated in this Refund Policy.
Delivery Date and Point of No Return
The delivery date is the main point after which an order cannot be cancelled or returned simply because the customer changed their mind.
Once the package has been delivered to the customer, or once a vehicle-specific software, programming, reset, or digital service has been delivered, started, performed, accessed, or used, the order cannot be cancelled or returned simply because:
- the customer changed their mind;
- the customer no longer needs the product or service;
- the customer ordered for the wrong vehicle;
- the customer provided an incorrect VIN;
- the customer selected the wrong product;
- the customer decided not to install or use the product;
- the customer does not want to continue troubleshooting.
Refunds after delivery are available only if the refund conditions in this Refund Policy are met.
Incorrect VIN or Wrong Vehicle Information
The customer is responsible for providing accurate and complete vehicle information before purchase, including VIN, vehicle model, year, engine, market version, fault codes, and other requested information.
If a product, software package, module, emulator kit, reset module, or service is prepared, programmed, configured, shipped, or delivered based on an incorrect VIN, incorrect vehicle information, or a wrong vehicle selected by the customer, OBDTune is not required to provide:
- a refund;
- a free replacement;
- a free second software package;
- a free second module;
- a free second emulator kit;
- free reprogramming;
- a credit.
Vehicle-specific products, software packages, programming services, emulator kits, reset modules, and similar items prepared or shipped for an incorrect VIN or wrong vehicle are not eligible for return or refund after the customer has received the package, unless OBDTune made the error.
Customer Cooperation and Troubleshooting
Before a refund can be reviewed, the customer must cooperate with OBDTune support and follow the troubleshooting process requested by OBDTune.
OBDTune may request:
- LOGFILE data from the OBD module;
- photos or videos of the dashboard;
- photos or videos of the installation;
- photos or videos of the module, emulator, wiring, fuse connection, control unit, or connectors;
- diagnostic scans;
- fault codes;
- information about previous repairs or modifications;
- confirmation that installation steps were followed;
- additional tests or support steps.
If the customer refuses, stops, or fails to participate in the troubleshooting process requested by OBDTune, the customer is not eligible to request or receive a refund.
Refusal to cooperate includes, but is not limited to:
- refusing to send requested LOGFILE data, photos, videos, diagnostic scans, or fault codes;
- refusing to follow support instructions;
- stopping communication before the issue is reviewed;
- opening a payment dispute without allowing OBDTune to review the issue;
- continuing installation after an error without contacting support;
- modifying, damaging, or attempting to repair the product without authorization.
Non-Refundable Situations
Refunds are not available when the issue is caused by:
- incorrect VIN, incorrect vehicle information, or wrong vehicle selection;
- use on an unsupported or incompatible vehicle;
- incorrect installation or failure to follow instructions;
- refusal to cooperate with troubleshooting;
- unrelated vehicle mechanical or electrical problems;
- weak battery, low voltage, wiring, connector, CAN communication, ECU, control unit, sensor, fuel system, turbocharger, exhaust, or DPF problems not covered by the selected product or service;
- prior incorrect repairs, aftermarket modifications, or non-original software;
- customer damage, misuse, modification, tampering, or unauthorized repair of the product;
- loss, theft, or accidental damage after delivery;
- customer decision not to install, use, or continue with the product or service;
- violation of our Terms of Use or this Refund Policy.
Hardware Defects and Warranty Claims
If the issue appears to be caused by a hardware defect, the case may be handled under our Warranty Policy instead of this Refund Policy.
Warranty terms are described in our Warranty Policy.
A hardware defect does not automatically mean that the customer is entitled to a refund. Depending on the situation, OBDTune may repair, replace, troubleshoot, or refund the defective product according to the Warranty Policy and applicable law.
Shipping, Customs, Duties, and Third-Party Fees
Shipping costs, customs duties, import taxes, VAT, brokerage fees, carrier fees, payment processing fees, bank fees, PayPal fees, and other third-party fees may be non-refundable unless required by applicable law.
OBDTune is not responsible for customs delays, import restrictions, duties, taxes, brokerage fees, carrier fees, or government charges.
Shipping and customs rules are described in our Shipping Policy.
Approved Refunds
If a refund is approved, OBDTune will process the refund using the original payment method whenever possible.
Refund processing time may depend on the payment provider, bank, card issuer, PayPal, or other third-party payment service.
OBDTune is not responsible for delays caused by payment providers, banks, card issuers, PayPal, or other third parties.
Approved refunds may exclude:
- shipping costs;
- customs duties;
- import taxes;
- VAT;
- brokerage fees;
- carrier fees;
- payment processing fees;
- third-party service fees;
- costs caused by customer error or non-cooperation.
How to Request a Refund
To request a refund, contact OBDTune within 30 days of the service date.
Contact:
Email: orders@obdtune.com
Phone: +1 (646) 285-8841
WhatsApp: +1 (646) 285-8841
Your refund request should include:
- order number;
- customer name;
- email address used for the order;
- VIN;
- vehicle model, year, and engine;
- description of the issue;
- photos, videos, LOGFILE data, diagnostic scans, or fault codes requested by support;
- confirmation of the steps already completed.
A refund request is not complete until OBDTune receives enough information to review the issue.
Refund Review Process
After receiving a refund request, OBDTune may review:
- order history;
- product or service purchased;
- vehicle compatibility information;
- support communication;
- installation steps performed;
- LOGFILE data;
- photos, videos, or diagnostic scans;
- fault codes;
- customer cooperation with troubleshooting;
- whether instructions and recommendations were followed.
OBDTune may request additional information before making a decision.
Failure to provide requested information may result in denial of the refund request.
Chargebacks and Payment Disputes
Before opening a chargeback, PayPal claim, bank dispute, card dispute, or similar payment case, the customer agrees to contact OBDTune and allow us a reasonable opportunity to review and resolve the issue.
Opening a dispute without cooperating with OBDTune support may affect refund, replacement, warranty, or support eligibility.
Nothing in this section limits any non-waivable consumer rights under applicable law.
Relationship With Other Policies
Changes to This Refund Policy
We may update this Refund Policy from time to time.
When we update this Refund Policy, we will change the “Latest updated” date at the top of this page.
Your continued use of our website, products, or services after an updated Refund Policy is posted means you accept the updated version.
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