Warranty Policy

At ECUTools.vn, we are committed to providing genuine products of the highest quality. To protect our customers’ rights and ensure satisfaction, we implement a clear and transparent warranty policy as follows:

Warranty Period

• Hardware Products:
  • The standard warranty period is 12 months for VCI from the date of purchase, unless otherwise specified on the product detail page or in the manufacturer’s warranty conditions (see details on the product information page).
• Software Products:
  • Software products such as licenses, modules, and subscription packages are not covered by the warranty policy. However, we commit to providing technical support throughout the usage period.

Warranty Conditions

• Applicable Warranty:
  • The product is still within the warranty period.
  • The product has a technical defect caused by the manufacturer.
  • The product is intact, with no signs of tampering or unauthorized repair by a third party.
• Warranty Exclusions:
  • The product is damaged due to user error, including but not limited to: improper use, impact, drop, exposure to liquids, or improper storage.
  • The product is out of warranty.
  • The product has been altered or repaired by an unauthorized service provider.
  • The product has no serial number or the serial number does not match the information in our system.

Warranty Process

• Step 1: Contact Us
  • Customers are requested to contact ECUTools.vn’s support team via Zalo at +84.899.402.402 (for domestic customers) or Whatsapp at +84.899.402.402 (for international customers) to report the issue and request a warranty.
  • Provide detailed information about the product, order number, and a description of the defect.
  • A technician will confirm whether the product defect requires the product to be sent in for warranty service or if it can be resolved remotely. If the product needs to be sent in for warranty service, proceed to Step 2.
• Step 2: Send the Product
  • After receiving confirmation from the support team, customers should send the product requiring warranty service to our address. Please carefully package the product and include any related accessories (if applicable).
  • The shipping cost will be the responsibility of the customer.
• Step 3: Inspection and Repair
  • Once the product is received, our technical team will inspect and repair the defect. The typical warranty processing time is 7-15 business days, depending on the nature of the defect and the manufacturer’s regulations.
• Step 4: Product Return
  • After the product has been repaired or replaced, we will send it back to the customer via the agreed-upon shipping service. The product will continue to be covered by the remaining original warranty period or for 3 months after the warranty service, whichever is longer.

Post-Warranty Support

• After the warranty period has expired, we continue to support customers with paid repair services or guidance on resolving minor issues.

Important Notes

• This warranty policy only applies to products purchased directly from ECUTools.vn or from authorized dealers of ECUTools.vn.
• For products imported or purchased from unofficial sources, we are not responsible for warranty services.

ECUTools Vietnam

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