Return/Refund Policy

Returns, Refunds, Warranty & Support Policy

At DAS Tool Online, we supply a combination of physical diagnostic products, software-related services, remote installation services, manuals, files and digital support. Because different product types have different return and refund rules, please read this policy carefully before placing your order.

By placing an order with us, you agree to this Returns, Refunds, Warranty & Support Policy.

1. Physical Product Returns

For physical products, you may request a return within 14 days of receiving your order, provided the item is unused, complete, undamaged and returned in its original packaging with all accessories, cables, manuals, adapters, security seals, serial labels and included items.

Return requests must be made in writing before the item is sent back to us. Items returned without prior approval may be refused or delayed.

To be eligible for a return, the item must be:

  • unused and in resaleable condition;

  • returned with all original accessories and packaging;

  • free from damage, marks, misuse or modification;

  • returned with matching serial numbers, where applicable;

  • not activated, registered, locked to an account, paired to a vehicle, updated, modified or used with software in a way that prevents resale.

The customer is responsible for return postage unless the item is confirmed to be faulty or incorrectly supplied by us.

Once we receive the returned item, it will be inspected and tested. If the item is returned in acceptable condition, we will issue a refund for the product price. Original shipping charges and return shipping costs may not be refundable unless required by law or unless the return is due to our error.

We reserve the right to refuse a refund or apply a reasonable deduction if the item is returned used, damaged, incomplete, missing accessories, missing packaging, modified, activated, locked, or no longer in resaleable condition.

2. Non-Returnable Physical Products

Some physical products cannot be returned once opened, used, activated, registered, installed or connected, unless they are faulty.

This may include, but is not limited to:

  • diagnostic tools that have been activated or registered;

  • tools locked to a customer account;

  • tools with used update subscriptions;

  • cables, adapters or interfaces that show signs of use or damage;

  • products supplied with software, licences or activation codes;

  • laptops or devices that have been customised, configured, installed or prepared for the customer;

  • special-order items;

  • custom-built bundles;

  • products damaged by incorrect installation, misuse, unsuitable power supply, failed updates, vehicle faults, water damage, physical damage or unauthorised modification.

If you are unsure whether a product is suitable for your vehicle, software, operating system or intended function, please contact us before ordering.

3. Strictly No Returns or Refunds on Digitally Delivered Products and Services

Due to the nature of digitally delivered goods and services, we cannot accept returns or provide refunds once the digital product or service has been delivered, accessed, installed, activated, started or completed.

This includes, but is not limited to:

  • PDF manuals;

  • repair manuals;

  • wiring diagrams;

  • EPC/parts catalogue files;

  • software files;

  • download links;

  • licence information;

  • activation information;

  • remote installation services;

  • remote setup services;

  • software configuration;

  • driver installation;

  • diagnostic software support;

  • troubleshooting sessions;

  • TeamViewer, AnyDesk or other remote support sessions;

  • any other digital service or electronically supplied item.

A digital product or service will be considered delivered once any of the following has occurred:

  • a download link has been provided;

  • software, files or documents have been sent;

  • installation has started;

  • remote access has been accepted;

  • software has been installed or configured;

  • licence, activation or login information has been supplied;

  • a support session has started;

  • the customer has received access to the digital content or service.

You may request a cancellation and refund before your order has been digitally delivered or before the digital service has started.

Once digital delivery or service performance has started, the order becomes non-refundable except in the limited circumstances described in this policy.

4. Physical Products Supplied With Software or Digital Services

Some physical products may be supplied with optional software setup, installation support, configuration, guides, files or other digital services.

Where an order includes both a physical product and a digital product or service, the digital part of the order becomes non-refundable once delivered, accessed, installed, activated or started.

If a return is accepted for the physical item, we may deduct the value of any digital product, software service, installation service, remote support, licence, activation, configuration work or other non-refundable service already supplied.

For example, if a diagnostic interface is returned but remote installation or software setup has already been completed, the refund may exclude the value of the completed digital service.

5. Six-Month Warranty

DAS Tool Online provides a 6-month warranty on eligible physical products from the date of delivery, unless a different warranty period is stated on the product page.

The warranty covers manufacturing defects and hardware faults that occur under normal use.

During the warranty period, we may, at our discretion, offer:

  • technical troubleshooting;

  • repair guidance;

  • replacement parts where appropriate;

  • repair of the item;

  • replacement with the same or equivalent item;

  • partial refund;

  • full refund, where repair or replacement is not possible or not reasonable.

The warranty does not cover:

  • accidental damage;

  • physical damage;

  • water or liquid damage;

  • misuse or neglect;

  • incorrect installation;

  • incorrect voltage or power supply;

  • vehicle-side faults;

  • damage caused by failed updates;

  • damage caused by incompatible software;

  • damage caused by third-party software;

  • unauthorised modification, repair or disassembly;

  • normal wear and tear;

  • consumable items;

  • loss of data, files, software, settings or configurations;

  • problems caused by customer devices, laptops, operating systems, antivirus software, network issues or third-party accounts;

  • functions that are not supported by the customer’s vehicle, software, subscription or licence.

Warranty claims must be reported to us as soon as possible after the issue is discovered. We may ask for photos, videos, serial numbers, screenshots, error messages, remote access or other evidence to help diagnose the issue.

If an item needs to be returned for warranty inspection, it must be securely packaged. The warranty decision will be made after inspection and testing.

6. Six-Month Support

We provide 6 months of support for eligible products and services from the date of purchase, unless stated otherwise on the product page.

Support is intended to help with reasonable product setup, basic troubleshooting and warranty-related issues.

Support may include:

  • basic setup guidance;

  • installation guidance;

  • driver guidance;

  • compatibility advice;

  • troubleshooting of obvious product faults;

  • warranty diagnosis;

  • reasonable remote support where included with the product or service.

Support does not include unlimited training, advanced vehicle diagnostics, coding lessons, programming guidance, business consultancy, repeated remote sessions, third-party software training, customer laptop repairs, operating system repairs, vehicle fault-finding, or support for tools/software not purchased from us unless agreed separately.

Advanced support, repeated support sessions, remote diagnostic assistance, software reinstallation, laptop repair, vehicle-specific troubleshooting or out-of-scope technical help may be chargeable.

7. Software, Functionality and Compatibility

Vehicle diagnostic tools and software can vary depending on vehicle make, model, year, region, ECU type, software version, subscription status, online access, user knowledge and the condition of the vehicle.

We do our best to describe products accurately, but we cannot guarantee that every tool or software service will perform every function on every vehicle.

Unless specifically confirmed by us in writing before purchase, we do not guarantee:

  • coding;

  • programming;

  • module replacement;

  • online functions;

  • key programming;

  • ECU flashing;

  • immobiliser functions;

  • dealer-level functions;

  • support for every vehicle model or year;

  • compatibility with every laptop, operating system or existing customer setup.

Customers are responsible for checking compatibility before purchase. If you require a specific function, please contact us before ordering.

8. Faulty Items

If you believe your physical product is faulty, please contact us with your order number, a description of the issue, photos or videos where possible, and any error messages shown.

We may first attempt to troubleshoot the issue remotely. Many diagnostic tool issues are caused by setup problems, driver issues, software configuration, vehicle faults, low battery voltage, incompatible vehicles or incorrect usage.

If we confirm that the item is faulty, we will advise the next step. Depending on the situation, this may be repair, replacement, partial refund or full refund.

If an item is returned as faulty but testing shows that it is working correctly, or the issue is caused by misuse, incorrect setup, incompatible software, vehicle faults or customer equipment, the customer may be responsible for return postage and any inspection or support charges.

9. Incorrect, Missing or Damaged Items

If your order arrives incorrect, incomplete or damaged in transit, please contact us within 48 hours of delivery.

Please provide:

  • your order number;

  • photos of the parcel;

  • photos of the packaging;

  • photos of the item and accessories;

  • details of what is missing, incorrect or damaged.

Claims made late may be more difficult to verify, especially where courier damage or missing items are involved.

10. Cancellations

You may request to cancel an order before it has been dispatched, digitally delivered, customised, installed, activated or prepared.

If the order has already been dispatched, you may need to follow the physical product returns process.

If the order includes digital products, software services, remote installation, custom configuration or other personalised work, cancellation may not be possible once delivery, preparation or service performance has started.

11. Refund Processing

Approved refunds will normally be issued to the original payment method.

Refunds may take several working days to appear depending on your payment provider or bank.

Where applicable, deductions may be made for:

  • missing items;

  • damaged packaging;

  • used or reduced-value items;

  • non-refundable digital products;

  • completed services;

  • remote installation work;

  • software configuration;

  • shipping charges;

  • payment processing fees, where permitted;

  • inspection, support or recovery costs where the issue is not caused by us.

12. Customer Responsibility

Customers are responsible for ensuring that any product, software or service ordered is suitable for their intended use.

This includes checking:

  • vehicle compatibility;

  • operating system compatibility;

  • software requirements;

  • licence or subscription requirements;

  • internet requirements;

  • hardware requirements;

  • regional limitations;

  • whether the tool supports the specific function required.

We strongly recommend contacting us before purchase if you are unsure.

DAS Tool Online is not responsible for losses caused by incorrect product selection, unsupported vehicles, third-party software, customer misuse, failed coding/programming attempts, vehicle faults, data loss, business interruption, loss of income or consequential losses.

13. Exceptions for Full or Partial Refunds on Digital Products and Services

In very rare circumstances, full or partial refunds may be offered for digital products or services.

These exceptions may include situations where:

  • a supplied software licence has expired and we have no reasonable way to replace it;

  • the software or digital service does not function as described and we are unable to fix it;

  • we are unable to provide the digital product or service purchased;

  • a fair resolution is required within the applicable warranty/support period.

The refund amount will be agreed in a manner that is fair and reasonable, taking into account the product/service supplied, the time used, any work already completed, and the nature of the issue.

Refunds will not be offered where the issue is caused by customer error, incompatible customer equipment, unsupported vehicles, third-party software, misuse, lack of required subscription, lack of required licence, internet/network issues, antivirus/firewall restrictions or expectations beyond the product description.

14. Contact Us

Before returning any item or requesting warranty support, please contact us with your order number and a clear description of the issue.

Returns sent without prior approval may be refused or delayed.