Mercedes Star C4 DOIP SD Connect C4 with V2026.03 Star Diagnosis Xentry Software

• 1. Return Policy
• 2. Refund Policy
• 3. Repair Policy
• 4. Warranty Policy

Kindly note: Before returning items to us, please read and follow the instructions below. You can also contact our Customer Service, we will be glad to help you. Please make sure that you understand our policy and ensure that all criteria are met before physically sending any items back to us.

1. Return Policy

What Situation VXDAS Provides Return Policy?

• Mis-Ordered Products: If you ordered the wrong item by mistake and need to exchange it for the correct one, you can return it. However, you must bear the shipping costs for both sending the item back to us and the freight for shipping the new item back to you.
• Quality Issues: If our products do not work well upon arrival or suffer damage during delivery, our return policy will apply—provided that the issue is verified by our technical team.
• Non-Quality Issues (Change of Mind): In particular situations, after our customer service reviews your case, a return may be accepted. Under this condition, we will deduct the original shipping fee PLUS a 15% restocking fee from your final refund.

What Situation VXDAS DOES NOT Provide Return Policy?

We strictly DO NOT accept returns or exchanges under the following conditions:

1. Failure to Provide Proof: The customer is unable or refuses to provide clear pictures of the product issue and a short video showing their operation.
2. Refusal to Cooperate: The customer refuses to cooperate with our technical support team for a remote check (via TeamViewer or AnyDesk) to verify the problem.
3. Unauthorized Disassembly (Anti-Tampering Rule): The device housing has been opened, unscrewed, or dismantled by the customer without our official tech team’s written permission.
4. Man-Made Damage: The item is damaged due to improper personal use, physical drops, or incorrect installation.

What if a Customer Insists on Returning the Item Anyway?

If a customer refuses to cooperate with our technical verification process but insists on shipping the item back without our official return authorization:

• All Costs on Customer: The customer must fully bear the return shipping fee AND any customs clearance fees/import duties incurred when the parcel arrives at our warehouse. VXDAS will not pay for any customs-due parcels.
• Strict Deduction: We will only process a refund AFTER we receive the complete package in its original, undamaged sealed packaging. From the final refund, we will strictly deduct the original shipping postage fee PLUS a 15% restocking fee.

How to Return Items to VXDAS? (With Authorization)

After all details are confirmed and a return is officially agreed upon by VXDAS sales, please follow this process:

1. Return Shipping Method: VXDAS strongly recommends using Registered Mail , EMS,  DHL, UPS or FEDEX to return the parcel. Please only send it to the shipping address provided by our Customer Service. Without our prior permission, we are not responsible for parcels lost or rejected through unapproved express couriers.
2. Return Shipping Window: All returns for a refund or exchange must be completed within 14 days of receiving our official return authorization. You must ship the item out and provide the return tracking number with shipping invoice details to your VXDAS sales representative.

2. Refund Policy (Including Order Cancellation)

You can apply for a refund within 14 days from the date you received the goods. The detailed rules are as follows:

What Situation VXDAS Provides Refund Policy?

• Cancel the Order Before Shipping (Personal Reasons): If you request to cancel your order within 12 hours of placing it and before it has been shipped, a 5% processing fee will be deducted from your total refund to cover payment gateway transaction fees and handling costs.
• Cancel the Order After Shipping (In Transit or Delivered): If you request a cancellation or return after the package has been shipped, you are responsible for the return process. We will deduct the original shipping postage fee PLUS a 15% restocking fee from your final refund. The item must be returned 100% unopened and in its original sealed packaging.
• Technical & Quality Issues (Mandatory Verification): Automotive diagnostic tools involve professional hardware and complex software environments. If you report a quality defect or a technical issue, you MUST follow our verification process:
  1. Proof Required: You MUST provide clear photos of the error message and a short operation video showing how you connected and operated the device. (Product S/N is not required).
  2. Remote Inspection: You MUST cooperate with our technical support team for a remote check (via TeamViewer). Our technicians must officially inspect and confirm the issue remotely before any return or refund can be authorized.
  3. Return Shipping for Quality Issues: If our technical team confirms a hardware or software defect via photos/video/remote check and it cannot be fixed, we will fully cover the return shipping cost. If you refuse to provide photos/videos or decline the remote technical inspection, your request will automatically be processed as a “Change of Mind” (personal reason) return, meaning you must pay for the return shipping yourself.
• Stock Issues: If a product is out of stock, we will email you to check if you prefer an exchange or a full refund.
• Lost in Transit: If the shipping company confirms the product is lost in transit, we will provide a full refund or resend a new item.

What Situation VXDAS DOES NOT Provide Refund Policy?

• The customer has received the goods for over 14 business days.
• Any Voided Warranty Cases: Items that have been privately disassembled, opened, or altered by the user without our consent are strictly excluded from any refund.
• Special Products/Services: Some products or services are strictly non-refundable once provided. This includes software download links, software installation services, and account/token activation services.

When Can You Get the Refund?

Usually, we will only issue the refund after the returned item is received and inspected by our warehouse (within 2-3 business days). If the returned product is opened, used, damaged, or shows signs of self-disassembly, corresponding damage costs will be deducted, or the refund request may be rejected entirely. Once approved, the refund will be processed back to your original payment method within 7 business days.

3. Repair Policy

In-Warranty Period (1-Year Warranty)

Most diagnostic tools and software from VXDAS come with a 1-year warranty, free repair, and 1-year free updates during the warranty period.

• How to claim: You must first provide your order number, problem pictures, and operation videos to our customer service technicians to confirm the problem. If the problem cannot be solved remotely, we will guide you on how to send the product back for repair.
• Shipping Fees: You will bear the shipping cost of sending the tool to VXDAS. Once the repair is completed and tested, VXDAS will bear the shipping cost to send it back to you.

Out-of-Warranty Period

Products purchased over 1 year ago or items with man-made damage (due to improper use) are out of warranty. A repair fee and return shipping fee will apply. Please consult our sales staff regarding specific maintenance costs before sending items back.

4. Warranty Policy

• One-Year Quality Warranty: All diagnostic tools and software from VXDAS include a one-year quality warranty period. (Note: 1-time remote service or customized services are not covered. Some specific brand products enjoy a 2-year warranty).
• Strict Quality Control: Before shipping, all goods are rigorously tested by vxdas.com engineers. We check basic hardware/software functions, appearance, packaging, accessories, and power adapter standards to ensure full functionality.
• Exceptions: This warranty policy applies to all items except those that explicitly state “No Warranty” in their product descriptions (such as certain chips or single-use components).

🚨 What Voids the Warranty Automatically? (Void Warranty Scope)

To protect our brand and coordinate with original factory policies, the standard 1-year warranty will be instantly and permanently voided if the device falls under any of the following scenarios:

1. Unauthorized Disassembly: If the customer opens, unscrews, dismantles, the internal hardware board of the device by themselves without our written permission. (Most units contain anti-tamper warranty stickers; broken seals will result in immediate warranty termination).
2. Wearable Consumables: Main test cables, OBD2 adapters, and power cords are subject to daily wear and tear. These accessories are covered under a 30-day arrival-defect warranty and are excluded from the 1-year main unit warranty.
3. End-of-Life (Discontinued) Models: If a model has been officially discontinued and the manufacturing factory has permanently closed its production line, we will no longer have access to original spare parts. Hardware repair will not be supported for these models, though software support will remain accessible whenever available.
4. Fatal Hardware Failure (Main Chip Damage): If the device’s main IC/CPU chip is permanently burned, cracked, or short-circuited (often caused by vehicle voltage surges, improper power input, or unapproved firmware modifications), the hardware is physically irreparable.

Note: For voided warranty or out-of-warranty cases, VXDAS will gladly offer an exclusive loyalty discount or a cost-price hardware replacement scheme to help you upgrade to a functional device smoothly. Please consult our support team for details.

5. Governing Law & Business Entity

This Agreement shall be governed by the laws of Hong Kong, together with all other applicable local laws relevant to the merchant’s operations. This includes, without limitation, the laws of the merchant’s place of business registration (CO), the jurisdictions in which the merchant conducts business activities, the locations where customers or cardholders are situated, and any legal or regulatory requirements applicable to our acquiring partners, payment processors, and service providers. All governing laws shall apply without regard to any conflict-of-law principles.

KEY STONE COMMERCE GROUP LIMITED
LIVEN HOUSE, 61-63 KING YIP ST, KWUN TONG, KL