Repair Policy

Last updated: October 2025

At VCCarTool, we strive to ensure every product performs as expected. This Repair Policy explains the terms and procedures for product repairs under warranty and outlines customer responsibilities for both hardware and software products.

1. Hardware Repair Policy

1.1 Warranty Validation

  • The product must be within the warranty period and verified by the VCCarTool Technical Support Department.
  • Only items confirmed as eligible for repair according to Section 2 of the Warranty Policy will be accepted.

1.2 Shipping Responsibilities

  • Customers are responsible for shipping the defective product to VCCarTool’s warehouse for inspection and repair.
  • Customers should use regular airmail or EMS for return shipping. Please do not use DHL, FedEx, UPS, or TNT, as our warehouse cannot receive shipments from those carriers.

1.3 Repair Process

  • Upon receiving the product, our technicians will conduct a full inspection and perform necessary repairs.
  • After repair is completed, VCCarTool will be responsible for returning the item to the customer.
  • The average repair time is 20 business days from the date we receive the product (excluding shipping duration to the customer).

1.4 Non-Warranty Repairs

If the product is outside the warranty period or the damage is determined to be caused by the user (for example, impact, liquid exposure, or unauthorized modification), repair services may still be offered with a reasonable service fee. Customers will be notified and asked to confirm before any paid repair is performed.

2. Software Repair Policy

2.1 Warranty Validation

The software must be within its warranty period and confirmed by Technical Support as eligible under Section 3 of the Warranty Policy.

2.2 Troubleshooting Procedure

Customers must contact Customer Service to describe the software issue and indicate what kind of support they require.

Customers are expected to cooperate with the technician during remote troubleshooting or repair sessions via TeamViewer, UltraViewer, or other supported platforms.

2.3 Repair Timeline

The average time to fix or restore software is 7–10 business days, depending on the issue’s complexity.

2.4 Exclusions

Software issues caused by unauthorized actions such as Windows reinstallation, firmware updates, using third-party software, or connecting to unsupported devices are not covered under this policy.

3. General Terms

VCCarTool reserves the right to refuse repairs if the product has been tampered with or shows physical damage inconsistent with manufacturing defects.

  • All repairs performed under warranty are free of charge.
  • The warranty period does not extend or restart after repair or replacement.
  • Customers must ensure that all accessories and documentation are included when sending a product for repair.

4. Contact & Support

VCCarTool Customer Service