We understand that there are instances where our product may not perform as expected. Here at OBD2 Australia, we back our products with a warranty provided that sufficient proof demonstrating the fault/defect is done. Here are instructions on how to create a warranty claim on a product.
1. Compose an email to support@obd2australia.com.au . In the subect field, type “Warranty Claim – Order #XXXXX” (where XXXXX is your order number. If you do not have the order number, you can put in the name the order was made to).
2. In the body of the email, a thorough description of the problem/issue is needed, as well as troubleshooting steps executed so support can assess whether further troubleshooting is needed, or a replacement. Do note that some of our products require a technique to operate and most cases of claims of ‘faulty’ products are caused by user error.
3. Photo and video proof is required demonstrating the fault/defect. This is to ensure that all claims are legitimate. If the photo and video is too large to attach in the e-mail, you may upload it on Google Drive or Youtube, or any other file hosting service, then share us the link (please ensure the link shared is viewable by anyone who has the link). As we are an online only store, photo and video proof is the swiftest and only way for us to assess and see what the problem is. Claims with no photo and video proof may be rejected.
4. Support will then review and assess your claim, and will respond appropriately. Please allow one business day for us to process your claim.
5. Replacements and refunds (if applicable) are subject to our Returns Policy and Terms and Conditions. OBD2 Australia may require you to return the product for testing or further verification. In some cases we may just send a replacement without needing to return the defective product (subjective).
6. Being nice can go a long way. We understand your frustration and we aim to resolve any issue swiftly. As such, our Support Staff deserve to be treated with respect, and will refuse support to any acts of rudeness or ‘Karen’ like behaviour. OBD2 Australia has a zero-tolerance policy on rudeness, foul and vulgar language, and ‘Karens’. Be kind to those who showed up to work today.