Refund policy

Returns

Our Returns Form can be downloaded here: Returns Form

Due to an increased number of customers not checking compatibility before purchase, we can now only offer to cover the cost of return postage in exceptional circumstances - such as if the error regarding compatibility is our own, or the scanner itself is faulty (please see ‘Warranty’ below).

Please note that whilst our scanners are capable of performing many functions, this doesn’t mean that every single function is definitely supported on your vehicle. Please check the provided compatibility lists or contact us directly to confirm compatibility.

Upon contacting us about a return, please provide your vehicle details and the function you are trying to access, and we will check compatibility for you.

If you order a scanner that is not supported with your vehicle you are of course welcome to return for a refund within 30 days of receipt, however you as the buyer will be responsible for the return postage. We can recommend the Royal Mail Second Class Signed For service as the best value option for UK customers.

If your vehicle should be supported but the scanner is not working as it should, we can also offer technical support (see below).

If your return has been pre-approved, please use the link below to create a free returns label. Please note that if you use this label without approval we may deduct a service charge and the cost of the postage from your refund.

Create a Free Royal Mail Returns Label here

Technical Support

Most problems can be fixed by updating the scanner, so please try this first. Please ensure all fault codes have been cleared in order to perform the service functions.

We have a dedicated iCarsoft technician that we can contact on your behalf if you do experience an issue that we cannot resolve ourselves. Please contact us with any problems and we will do our best to get your scanner up and running as soon as possible.

In the unlikely event that we cannot get the scanner working for you, we will cover the cost of postage for your return, and refund the order in full.

If you refuse technical support, we reserve the right not to cover return shipping.

 

Warranty

Every iCarsoft scanner comes with a 2 year warranty as standard. This includes electronic faults and problems with the use of the unit, but does not cover accidental damage, e.g. a cracked screen.

Your warranty covers you for replacement of the same scanner model only. After the initial 30 days returns period has passed, the warranty entitles you to the replacement only, and not a refund. A refund will only be offered within the initial 30 day returns period, or if the scanner is unable to be replaced for any reason (e.g. out of stock).

 

Exclusions 

The following products are not eligible for a refund: 
Any product(s) made to your specification
Gift vouchers

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@ljmcardiagnostics.co.uk.

If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and in such instances it will be your responsibility to make a claim with the relevant postal service.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ljmcardiagnostics.co.uk.