After-Sale Service

Feb 27, 2013

After-Sale Service

CarTool.co.uk Warranty Policy

Problem Details	Warranty Time	Treatment	Responsibility for Charge	Remark
Quality Problem	within 7 days after receiving package	Buyer: Submit a complaint(Mail to sales@cartool.co.uk ) and Return the items to Seller's assigned address by EMS or Post.	Return Ship cost:Seller	Any costs because of customer's wrong operation leads to return will be responsible by the buyers.
			Resend ship cost:Seller
		Seller: If can not repair,exchange a new one (Items must be in new condition with original packaging and accessories.)	Repair Charge:Seller
			Replace Parts Charge:Seller
	within 8-14 days after receiving package	Buyer: Submit a complaint and Return the items to assigned address by EMS or Post for repairing	Return Ship cost:Buyer
			Resend ship cost:Seller
		Seller: If can not repair,exchange a new one (Items must be in new condition with original packaging and accessories.)	Repair Charge:Seller
			Replace Parts Charge: Seller
	within 15 days to 1 year after receiving package	Buyer: Submit a complaint and Return the items to assigned address by EMS or Post for repairing	Return Ship cost:Buyer
			Resend ship cost:Buyer
		Seller: Repair it.	Repair Charge:Seller
			Replace Parts Charge:Buyer
Lost in the delivery	30 days after shipping	Buyer: Submit proof to seller	New Product Cost:Seller
		Seller: Contact carrier to ask for Claimant and arrange another shipment to buyer	Resend Ship Cost:Seller
Customs Problem	30 days after shipping	Buyer: Finish customs clearance when import	Customs duties or agent fees:Buyer
		Seller: Try to help buyer to finish customs clearance but not responsible on this.
Delivery Problems: broken / incomplete / wrong address	within 7 days after receiving package	Buyer: Report to Seller,and sumbit Complaint to Carrier (DHL,TNT,UPS,EMS,etc..) in 7 days to get a Complaint number and send the number to Seller.After the seller's perpmit,return the full package in good condition to assigned address by EMS or Post. Caution: The Carrier will not accept Complaint after 7 days.	Return Ship cost: Buyer
			Resend ship cost: Buyer
		Seller: ask for compensation as per the Complaint number from Carrier ,not responsible for any losses after 7 days.	Repair Charge: Seller
			Replacement Charge: Buyer
Received wrong Items	within 3 days after receiving package	Buyer: Report to Seller,and return the full package in good condition to assigned address by EMS or Post in 3 days	Return Ship cost: Seller
		Seller: Arrange shipment for the correct items	Resend ship cost: Seller
Man-made Damage: such as update machine online, dismantle the equipment, and so on	within 1 year	Buyer: Report to Seller,and return the items for repairing to assigned address by EMS or Post	Return Ship cost: Buyer
			Resend ship cost: Buyer
			Repair Charge: Buyer
			Replacement Charge: Buyer
Note:	1. Warranty Policy only protects Main parts.Other parts are out of our warranty policy.
	2. Before return,please confirm with us. we will give you a shipping address once confirmming the problem. Buyer will be responsible for any risks or costs without our permission.
	3. Buyer needs return the items by cheaper EMS or Post, or we can't get them because of restrict Customs Policy.
	4. The Warranty Policy fits for all products except some products which state the warranty specially in decription.
	5. For each order, if the customer ask for refund, we will charge the order handle commission fee rate 8%-10%, which will be deducted from the order refund amount.

Warranty Item

Main Unit for Equipment	1 year warrnaty
Machine peripheral equipments and wires	No warranty
Car diagnostic laptop	3 months
Data Hard Disk	No warranty
Car software	No warranty
Consumables	No warranty

Product Warranty: 1 year

1. Damaged tool Service:
If the product you received has been damaged during the shipping, please report to local DHL office/Post office immediately and ask for damage proof, then contact our website customer service for exchange service.

2. Product Qualtiy problem for refund or exchange:
If the product has any problems, please contact our customer service online within 7 days and return the item to us within 30 days upon the arrival.If you not contact us within 7 days and not return to us within 30days,
it is considered as used and WE WILL NOT ISSUE YOU A REFUND OR REPLACEMENT.

3. Return Service:
All returned items MUST BE in the original packaging and you need to provide us with the shipping tracking number, specific reason for the return, and also your order number.
If the item needs repair, refund or exchange, please use simple airmail to ship back to us.

In details:

1) When do we accept return?

First, the product have quality problem. It can not work once you receive it or it encounter crash in delivery causing you can not use it. This situation we will return full refund.

Second, in some particular situation, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee.

Third, you order a wrong item and negotiate with our customer service to exchange for a right product; this exchange policy is also for you. But you need pay the shipping cost to us as well as return to you.

Fourth, if we miss-shipped the items, we will be responsible for an item exchange and any shipping fees.
If you choose this, you can also return the product and get a full refund plus the shipping and handling fee, but you must make sure to send it back through simple airmail.

2) When do we not accept return?

First, if the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.

Second, if the item has some using problem after 1 year, beyond the warranty time, we cannot provide return policy, what you can do is also return for repair.
We also offer free fix to almost item we sold within one year,free repair.Man-made damage need pay.

We not offer warranty on
keys,cables,adapter,online sent software,please notice it.

About technical support online by teamviwer,we only offer free help to our customer ,who order within one year.

Over one year,all need pay depends on what problem it is.

4. One-year warranty.
If the item need repair, within one year, customers no need pay repair fee but need to pay both back and forth shipping cost. Over one year warranty, customer need to pay repair fee for repair.

Technical Service:

1. If you have technical problem with the product you received from us, please contact us online or by email: http://cartool.co.uk/info/contact-us/.

2. Remote help service: If your problem needs to be solved by remote help by our engineer, please download the teamviewer software from this link: http://www.teamviewer.com/en/index.aspx?cdsplit=D,
install it on your computer, then give us ID and password for remote help.

Learn more at: http://www.cartool.co.uk/support/