Refund policy

Last updated: October 2026

Thank you for shopping with EDIAG. This Refund & Return Policy applies to purchases made through ediagtool.com.

Please read this policy carefully before making a purchase.

1. 30-Day Return Period

Customers may request a return within 30 days from the date the order is delivered.

To be eligible for a non-defective return, the product must:

• Be unopened and unused;
• Not have been activated or registered;
• Be in its original packaging;
• Include all original accessories, manuals, cables, adapters, and other included items;
• Be in resalable condition;
• Show no signs of misuse, damage, modification, or unauthorized repair;
• Be accompanied by valid proof of purchase.

Products that have been opened, activated, registered, or used are not eligible for return for change-of-mind, incorrect purchase, or other non-quality reasons, except as described in Section 5 (Vehicle Compatibility Guarantee).

2. How to Request a Return

Before returning any product, please contact:

support@ediagtool.com

Please provide:

• Your order number;
• Product name;
• Reason for the return;
• Photos, videos, diagnostic information, or other supporting evidence when relevant.

Our support team will review your request and provide return instructions and the applicable return address.

Do not send a product back without prior return authorization.

Unauthorized returns may not be accepted or processed.

The return address provided by our support team may differ from EDIAG’s registered business address.

3. Non-Defective Returns

If you request a return because you:

• Changed your mind;
• Ordered the wrong product;
• No longer want the product;
• Have another reason unrelated to a product defect,

the product must meet all return eligibility requirements described above.

For approved non-defective returns:

The customer is responsible for the return shipping cost. This does not apply to returns approved under the Vehicle Compatibility Guarantee in Section 5.

Original customs duties, import taxes, VAT, brokerage fees, or other charges paid to third parties are generally not refundable by EDIAG.

4. Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged during transit, or different from the product you ordered, please contact us as soon as possible.

We may request photos, videos, device information, diagnostic logs, or other evidence to verify the issue.

If EDIAG confirms that the issue is caused by a qualifying product defect, shipping damage, or fulfillment error:

EDIAG will be responsible for the standard return shipping cost.

Depending on the circumstances, we may offer an appropriate remedy, which may include:

• Troubleshooting or technical support;
• Replacement;
• Repair;
• Refund;
• Another reasonable solution agreed with the customer.

Please do not return a defective or damaged product before receiving instructions from EDIAG.

5. Vehicle Compatibility Guarantee

Vehicle compatibility and supported diagnostic functions may vary depending on vehicle make, model, year, configuration, control module, software version, and regional specification. Before you buy, please check your vehicle with the coverage tool on the product page, or ask us at support@ediagtool.com.

Our guarantee: if, before your purchase, our vehicle coverage tool on ediagtool.com listed your vehicle and the function you need as supported, or our support team confirmed it in writing, and the product cannot perform that function on your vehicle, you may return it within 30 days of delivery for a full refund of the product price, even if it has been opened, activated, or registered. EDIAG covers the standard return shipping cost for these returns.

To use the guarantee:

• Contact support@ediagtool.com within 30 days of delivery, before sending anything back;
• Provide your order number, your vehicle’s VIN (or make, model, and year), the function you tried, and photos, videos, or diagnostic logs showing the result;
• Let our technical team try to resolve the issue first, since many connection problems are fixed with a software update or a setup step;
• Return the product with all included accessories and without damage, once a return is authorized.

The guarantee does not cover vehicles or functions that our coverage tool did not list as supported and our support team did not confirm, products that are damaged, misused, or modified, or vehicles whose systems have been modified in ways that affect diagnostics. In those cases, a product that has been opened, activated, or used and is functioning normally is not considered defective and does not qualify for a non-defective return.

6. Software, Activation, and Digital Services

Software licenses, activation services, subscriptions, update services, digital products, or other electronically delivered services may not be eligible for return or refund once they have been activated, delivered, redeemed, or used. This does not limit the Vehicle Compatibility Guarantee in Section 5 for the tool itself.

If a digital service fails to function because of an issue attributable to EDIAG, please contact us so that we can review the issue and provide an appropriate solution.

7. Order Cancellation

Orders may be cancelled for a full refund as long as they have not yet been shipped.

If you wish to cancel an order, contact support@ediagtool.com as soon as possible.

Once an order has been shipped, it can no longer be cancelled. After delivery, any return request will be handled under this Refund & Return Policy.

We cannot guarantee that a cancellation request can be completed after an order has entered the fulfillment process.

8. Return Inspection and Refund

Once we receive your returned product, we will inspect it to verify that it meets the applicable return requirements.

We generally aim to review returned products within 3–5 business days after receipt, although additional time may be required in certain circumstances.

Once the return is approved, the refund will be issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or financial institution.

EDIAG does not control the processing time of third-party payment providers or financial institutions.

9. Refund Amount

For approved eligible returns, the refund will generally cover the amount paid to EDIAG for the returned product.

For non-defective returns, return shipping costs are the responsibility of the customer, except for returns approved under the Vehicle Compatibility Guarantee in Section 5.

Customs duties, import taxes, VAT, brokerage fees, or other charges collected directly by customs authorities, carriers, payment providers, or other third parties are generally not refundable by EDIAG.

If additional costs arise because of a customer’s refusal of delivery, incorrect address, failure to complete customs procedures, or other circumstances attributable to the customer, such costs may be deducted from any applicable refund where permitted.

10. One-Year Seller Warranty

All scanners sold through ediagtool.com include a 1-year seller warranty covering eligible manufacturing defects.

The 30-day return period and the 1-year warranty are separate.

After the 30-day return period has expired, eligible product quality issues may still be handled under the applicable warranty terms.

Please refer to our Warranty Policy for additional information.

11. Contact Us

For return, refund, cancellation, or product-related questions, please contact:

EDIAG(HONG KONG) TECH CO., LIMITED

Room 611V, 6/F, Metro Loft
38 Kwai Hei Street, Kwai Fong
New Territories, Hong Kong

Email: support@ediagtool.com