General

Please read and follow the instructions below before you return the items to us. You can also contact our Customer Service, we are always here to help you.
Please make sure you understand our return policy and ensure all criteria are met before actually sending any item back to us.

Can I return my product?

• 1. Mis-Ordered Products: If you order wrong item by yourself, or you find it is not what you want to order (not quality problem), our return policy is not applied for you, please be aware of this.
• 2. Quality Issue: Our products DON'T work well once you receive it or it encounters crash in delivery causing customers fail to use it, in this situation, our return policy will be open for you.
• 3. Non Quality Issues: In some particular situations, 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.
• We accept return within 30 days from the receipt of your order to return goods you bought from us ( Except Autel Software Update Service).
• Please email sales01@factorykeyless.com to contact us and we will provide you a return address or shipping label. And you need to ship the item back to the address we sent for a refund.
• Please do not ship items back without any request. Otherwise, we can not handle your return and it will be destroyed. Then the refund will be not issued.

Who pays for the shipping?

• If the item is being returned for a quality reason, like it is damaged, faulty and not working, or you receive a wrong item, please contact us and we will cover the cost of shipping. If possible, we would like to see pictures of the damage, video for not working.
• However, If you are not satisfied with the item you bought or change your mind, you can get a full refund or exchange it for another item you want. But the buyer needs to be responsible for the return shipping fee.

When should I send the product back?

• You should send it back within 30 days of your return request.
• Please put the product with all of its accessories, free gifts and manuals back into its original box. Once package was picked up by post office, please get back to provide us the tracking number. (VERY IMPORTANT! )

How and when will I get my money back?

• Once we receive the products and our staff check all is fine, you will get a confirmation by email. Then your money will be paid back within 3 business days in the same way you made the purchase.
• As our staff need to handle tons of parcels, we recommend you can keep an eye on your return and remind us to check your case in time.
• If we are on holidays, please allow us process your refund as soon as we get back to work.

How to cancel my order?

• Please contact us within 12 hours to cancel your order before it has been shipped.
• If your order has not been dispatched, we will cancel the order and make a refund.
• If the item is on its way to you, you have to follow our return policy and send it back to us then we make a refund.