We are always here to support and back our products so most issues an be fixed with some troubleshooting which can be done over our live chat or email. Being a technical product some extra guidance can be required at times.
The warranty of your device may vary (see product description). The warranty effectivity date will start on the date of purchase. Replacements come with the same original warranty as the initial product that was replaced. A replacement will not add to your warranty life; it carries over the effectivity of the original warranty. We reserve the right not to offer a refund or repair where the item fault is a result of misuse or neglect.
Faulty or damaged goods
OBD2 Australia will repair, troubleshoot, replace or refund faulty or damaged products in accordance with Your rights under the Australian Consumer Law. All items damaged by shipping must be reported within a day from delivery. A report of a damaged good/item after this time frame will no longer be honoured.
OBD2 Australia will refund the full purchase price or replace the product if it is proven to be faulty and only when the buyer has sent clear and sufficient video and photo proof* showing the fault. If the item is sent back without this proof it will need to be returned in a good as new condition, and a 10% restocking fee will be deducted from the refund. OBD2 Australia tests all returned items whether this proof is provided or not, and if upon further testing we are unable to replicate or prove the fault, the 10% restocking fee will apply (even when any proof is sent). We reserve the right not to offer a refund or repair where the item fault is a result of misuse or neglect.
*Note that even if photo and video proof is provided, OBD2 Australia reserves the right to demand the item to be returned to be tested, to validate the claim.
OBD2 Australia will advise troubleshooting when necessary to remedy an issue with an item. If a customer refuses to troubleshoot and decides to return an item without troubleshooting and with or without proof, a 10% restocking fee will be decuted from the refund. Only when troubleshooting measures are exhausted and when the item is proven to be faulty (conditions above) will a full refund or replacement be issued.
Warranties are voided if the item/product damage/fault is found by OBD2 Australia to have been caused by user error, negligence or misuse of the item.
For claims of goods that are ‘not accurate’, ‘does not work accurately’, ‘wrong/false readings’, these must be reported within one month from date of purchase (which should be sufficient enough for a user to determine inaccuracy). Photo and video proof will be required to support/justify your claim. Note that claims done more than one month after date of purchase will be subject to additional and thorough scrutiny, to deter use and return abuse. OBD2 Australia reserves the right to decline a return, refund or replacement for items claimed as ‘not accurate, ‘does not work accurately’, ‘wrong/false readings’ if more than 30 days have elapsed from date of purchase.
OBD2 Australia ensures that all order quantities and items are correct prior to dispatch. In cases where some items or components are missing from your order, we require photo proof of incomplete orders immediately after tracking shows as delivered. If not reported immediately, OBD2 Australia will not refund nor replace claims of lost/incomplete items.
Returning A Replacement
If a buyer decides to return a working replacement for an item that was initially defective (whether or not a prepaid shipping label was provided), and demands a refund, a 50% deduction will be applied on the refund as this is now considered a ‘change of mind’ purchase. The return must be done within 7-days from the date of delivery of the replacement.
Returning for Fault Inspection
If a buyer decides to return an item for inspection to determine faults, or if a buyer is asked to return an item for inspection, and if there are no faults found, the buyer agrees to:
- Pay for cost of returning the item to the buyer if they wish to have the item back ($12).
- Pay our inspection fee ($15).
- If the item is found to have no faults after inspection and the buyer demands a refund instead of the above, the inspection fee of $15 will be deducted from the refund, as well as a $12 return shipping label fee (if a return label was provided by OBD2 Australia) on top of the 10% restocking fee (50% if a replacement was sent, and if either the original and replacement or both were damaged due to misuse, neglect or user error).
The inspection process may take 1 month from the date the item is received, so please be patient.
OBD2 Australia will refund the purchase price of the item (if an item is found to be faulty by factory defect after inspection and a buyer demands a refund) and postage costs incurred to send the item to us provided a buyer is able to provide a receipt. Postage costs without a receipt will not be refunded. We reserve the right not to offer a refund or repair where the item fault is a result of misuse or neglect. Please note that this is all in accordance with your comsumer rights that a seller has the right to impose such fees for items damaged due to misuse, abuse or neglect, or a result of user error/no faults (which are considered a change of mind purchase).
Returning Used Items
With the recent flux of use and return abuse happening lately, OBD2 Australia will not accept returned items that are used/unused and due to change of mind, if it’s more than 30 days after purchase. We hope our customers understand that we are a small and growing business, and not a large corporation that can just write-off and absorb use and return abuse. Your supporting of a local, Australian business is greatly appreciated.
30 day Money Back Guarantee
The 30 day money back guarantee ONLY applies to products that have been unopened, unused and undamaged. In other words, to qualify for this guarantee the product must be in impeccable condition, resellable and must be returned at your cost, inspected and deemed to be in impeccable condition by OBD2 Australia prior to the refund being issued. Note that to qualify for this guarantee you must report and return the purchased item within 30-days from date of purchase, and that applicable restocking fees will be deducted from your refund (see change of mind clause below). Defective items are not eligible for this guarantee and will be instead subject to the “Faulty or damaged goods” clause in this agreement.
Change of Mind and Incorrect/Incompatible Products
Change of Mind and Incorrect/Incompatible Products
At OBD2 Australia you have 30 days from date of purchase to return your purchase for a partial refund*, full store credit or exchange (order value will be subject to restocking fees) as long as it is returned in a saleable condition and with original proof of purchase. The refund will be provided using your original payment method.
By saleable condition we mean that the item hasn’t been opened or used, is still in its original packaging and all manuals, packaging and accessories are included. In the event a buyer returns an item that is incomplete, showing signs of abuse, neglect and misuse, OBD2 Australia reserves the right to not refund the buyer and should the latter demand for the item to be sent back, postage fees will apply ($12). The item/s must be returned in excellent condition, unused and in original, undamaged packaging. In the event the above are not met, the refund will be subject to a 50% deduction. Refunds are voided if the item is returned damaged.
If you can’t provide proof of purchase we will be unable to provide you with store credit or a refund.
*Note that refunds for returns due to change of mind or incorrect/incompatible item ordered (without or against OBD2 Australia advise) must be returned within 30 days from the date the item was received, and will be charged a 10% restocking fee (which will be deducted from the refundable amount)(shipping at your cost; refused parcels will be charged $12 on top of the 10% restocking fee for AUS Post, $35 for Overnight via TNT). In cases when expedited shipping is chosen for the original order, the shipping cost will not be refunded and a 10% restocking fee will be deducted from the refund on top of the expedited shipping cost. If a buyer opts for store credit instead of a refund, the restocking fee will not apply. We reserve the right not to offer a refund or repair where the item fault is a result of misuse or neglect.
OBD11 RETURN POLICY:
OBD2 Australia will NOT ACCEPT any change of mind returns for OBD11 once it has been opened and/or activated.
Refund Turn Around Time
Refunds are processed right after returned items are inspected and deemed to be in good working condition. Usually, this takes 3-4 weeks after tracking shows delivered, so please be patient.
Exchanges are allowed only within 30-days from date of purchase, and they must be returned in good and saleable condition (item and packaging). By saleable condition we mean that the item hasn’t been opened or used, is still in its original packaging and all manuals, packaging and accessories are included.
Third-Party App/Software Purchases
In regards to apps we suggest in multiple places on our site that you purchase the free app then get a paid app. We do not refund paid app purchases.
We back our products and want to make dealing with us as easy as possible so any problems just get in touch with us and we will sort you out.