Warranty

 

Warranty & Aftersales Support Policy

At D.A.S Tool Online, we provide warranty and aftersales support for eligible physical products, digital products and remote services purchased directly from us.

Our warranty and support are designed to ensure that the product or service supplied by us works as described, within the limitations of the product, software, vehicle compatibility and customer setup.

Unless otherwise stated on the product page or agreed in writing, eligible products and services include 6 months of warranty and support from the date of delivery, digital delivery, installation or service completion.

1. Support Period

We provide support for 6 months from the date your order is delivered, digitally delivered, installed or completed, unless a different support period is stated on the product page.

During this period, customers may contact us for reasonable technical support relating to the product or service purchased from us.

Support is provided to help with:

  • product setup;

  • basic troubleshooting;

  • installation issues;

  • software malfunction;

  • driver issues;

  • hardware fault diagnosis;

  • remote installation issues;

  • compatibility checks relating to the purchased item;

  • warranty-related problems.

Support is provided free of charge in most cases where the issue relates directly to a product or service purchased from us and falls within the warranty/support period.

However, some advanced support, repeated support sessions, software reinstallation, training, vehicle-specific diagnosis or issues caused by the customer’s own device, vehicle, software, internet connection or misuse may be chargeable.

2. Support Method

For ease of communication and faster response, support is provided through WhatsApp only, unless we agree otherwise.

Where remote access is required, we may use remote connection software such as TeamViewer, AnyDesk or another suitable remote support tool.

Customers are responsible for ensuring that:

  • WhatsApp is available for communication;

  • TeamViewer or the required remote access software is installed when needed;

  • the device is connected to a stable internet connection;

  • the device is connected to a charger or power supply;

  • the customer is available to provide access when required;

  • any requested order details, screenshots, photos, error messages or serial numbers are provided.

If we cannot provide support because the customer does not have a stable internet connection, cannot provide remote access, does not respond, or does not follow reasonable instructions, this may delay or limit the support we can provide.

3. Digital Products & Software Support

For digital products and software-related services, our warranty/support covers the product or service working as described at the time of delivery or installation.

This may include support for:

  • installation issues;

  • software launch issues;

  • missing files;

  • corrupted files;

  • basic configuration issues;

  • software malfunction;

  • reasonable troubleshooting;

  • remote installation problems;

  • software update or maintenance issues where included.

Our warranty/support does not guarantee that the software will perform every possible function on every vehicle, machine, ECU, operating system or hardware setup.

Functionality may depend on:

  • vehicle make, model and year;

  • ECU type;

  • region;

  • software version;

  • licence/subscription status;

  • hardware compatibility;

  • internet connection;

  • operating system;

  • antivirus/firewall settings;

  • customer device condition;

  • customer knowledge and correct use.

Unless specifically confirmed by us in writing before purchase, we do not guarantee coding, programming, online functions, ECU flashing, key programming, immobiliser functions, module replacement, dealer-level functions or compatibility with every vehicle or device.

4. Physical Hardware Warranty

Eligible physical products include a 6-month hardware warranty from the date of delivery, unless stated otherwise on the product page.

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

Physical products may include:

  • diagnostic tools;

  • OBD scanners;

  • diagnostic interfaces;

  • cables;

  • adapters;

  • laptops;

  • accessories;

  • other hardware supplied by us.

If a physical product develops a fault within the warranty period, we may first attempt to diagnose the issue remotely through WhatsApp, photos, videos, screenshots, serial numbers or remote access where appropriate.

Depending on the issue, we may offer:

  • troubleshooting support;

  • 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 reasonable.

The final warranty solution will depend on the nature of the fault, product condition, inspection result, product availability and whether the issue is covered under warranty.

5. International Warranty Returns

Most physical products are shipped internationally from Asia, commonly from Hong Kong or another suitable fulfilment location.

If a product needs to be returned for warranty inspection, we will provide the correct return instructions and return address after the warranty claim has been reviewed.

Please do not return any item without approval. Items returned without prior approval may be refused, delayed or returned to sender.

Customers must package returned items securely and use a tracked shipping service. We are not responsible for returned items that are lost, damaged or delayed in transit due to poor packaging or unsuitable shipping method.

If the item is confirmed to have a manufacturing fault covered by warranty, we will provide a reasonable warranty solution.

If the item is tested and found not to be faulty, or if the issue is caused by misuse, incorrect setup, incompatible software, vehicle-side faults, customer equipment, failed updates, physical damage, water damage or unauthorised modification, the customer may be responsible for inspection costs, return shipping costs and any additional support charges.

6. What Is Not Covered

Our warranty and support do not cover:

  • customer misuse;

  • accidental damage;

  • physical damage;

  • water or liquid damage;

  • 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;

  • customer laptop faults;

  • operating system faults;

  • antivirus, firewall or security software restrictions;

  • unstable internet connection;

  • third-party account or subscription issues;

  • unsupported vehicles or functions;

  • customer error or lack of technical knowledge;

  • products, software or services not purchased directly from us.

Warranty and support are provided only for products and services purchased from D.A.S Tool Online.

7. Support Is Not Training

Our warranty and support are intended to ensure that the product or service purchased from us works correctly as described.

We do not provide free training on how to use diagnostic tools, software or repair information unless this is specifically included in the product or service purchased.

Our products and digital services are intended for customers with a suitable level of technical understanding, including DIY users, technicians, mobile mechanics and workshops.

Support does not include:

  • teaching customers how to diagnose vehicles;

  • training on every software function;

  • coding or programming lessons;

  • business or workshop training;

  • explaining repair procedures;

  • interpreting fault codes in detail;

  • vehicle-specific diagnostic strategy;

  • repeated “how to use” sessions;

  • support for third-party products not supplied by us.

Training, advanced guidance, vehicle-specific help or repeated remote sessions may be available as a paid service where agreed.

8. Customer Responsibilities

To receive support, customers must cooperate with reasonable troubleshooting steps and provide the information requested by our support team.

This may include:

  • order number;

  • product serial number;

  • photos or videos;

  • screenshots;

  • error messages;

  • vehicle make, model and year;

  • operating system information;

  • software version;

  • description of the issue;

  • remote access when required.

Customers must not attempt unauthorised repairs, modifications, updates, flashing, coding or software changes without understanding the risks. Damage caused by incorrect use, failed updates, unsupported actions or unauthorised modifications may not be covered by warranty.

Customers are also responsible for ensuring that any product, software or service purchased is suitable for their intended use before ordering.

9. Response Times

We aim to respond to support requests as quickly as possible, but response times may vary depending on time zone differences, workload, public holidays, complexity of the issue and customer availability.

Support is not guaranteed to be instant. Some issues may require investigation, testing, supplier confirmation or remote troubleshooting.

10. Expired Warranty or Support Period

After the 6-month warranty/support period has expired, we may still be able to provide support at our discretion.

Out-of-warranty support, software reinstallation, remote setup, advanced troubleshooting, repairs or replacement parts may be chargeable.

11. Warranty Limitations

Our warranty and support do not guarantee uninterrupted use, permanent compatibility, future software updates, continued third-party server access, manufacturer support, online functions, future operating system compatibility or compatibility with every vehicle or diagnostic function.

Where software, apps, subscriptions, servers, licences or third-party services are controlled by another provider, we are not responsible for changes, restrictions, expiry, shutdowns or issues outside our control.

Our responsibility is limited to providing a fair and reasonable warranty/support solution for eligible products and services purchased directly from us.