Returns & Warranty.
Honest return windows, manufacturer-direct warranty coverage, and clear rules for software licenses. Read this before you buy — it'll save us both a phone call.
Quick summary
| Item type | Return window | Restocking? |
|---|---|---|
| Unopened hardware | 30 days | None if new in sealed box |
| Opened hardware | 30 days | 15% restocking |
| Activated software licenses | Non-refundable once activated | — |
| Configured laptop kits | 30 days, hardware only | 15% if used |
| Cables, adapters | 30 days | None if unused |
Hardware returns
New, unopened hardware can be returned within 30 days of delivery for a full refund minus original shipping. The product must be in the sealed manufacturer packaging with all accessories and documentation.
Opened or used hardware can be returned within 30 days for a refund minus a 15% restocking fee and original shipping. Items must be in working condition with no physical damage. We'll inspect every return before issuing the refund.
Software licenses
Once activated, software licenses cannot be refunded. This is not an HDT policy — it's a manufacturer rule for INSITE, DiagnosticLink, DAVIE, PTT, ServiceMaxx, Cat ET, and most aftermarket platforms. The license is locked to the activating laptop's motherboard fingerprint.
If you've ordered software but not yet activated it, we can usually issue a full refund and return the unused activation. Call before you click activate if you have any doubt.
Warranty coverage
Every diagnostic tool we ship carries the original manufacturer's warranty, transferred to you as the purchaser. Typical coverage:
- Adapters / hardware — 1 to 2 years from manufacture date.
- Toughbook / rugged laptops — 1 to 3 years depending on configuration.
- Software — current-version updates included for the subscription term (typically 12 months from activation).
If hardware fails under warranty, call us — we'll coordinate the replacement directly with the manufacturer. You don't need to deal with a different support line for every brand.
How to start a return
- Call (800) 399-9495 or email support@oemdiagnostictools.com within the return window.
- We'll issue an RMA number and prepaid shipping label (for warranty claims) or shipping instructions (for opt-in returns).
- Pack the items in the original box if possible. Include the RMA number on the outside.
- Ship back via the carrier we specify. Once received and inspected (typically within 3 business days), we issue the refund or send a replacement.
Refunds & restocking
Refunds are issued to the original payment method within 5 business days of return inspection. Card processors typically take 3–7 days to post the credit on your statement.
Restocking fees apply to opened, used, or non-resaleable returns. We'd rather you call before ordering and avoid the fee than ship the wrong tool and have to pay it.
Questions?
Call (800) 399-9495 Mon–Fri 7 a.m.–7 p.m. CT or email support@oemdiagnostictools.com. Have your order number handy.
Not sure if a tool will fit?
Call before ordering. Free, no pitch — and it prevents non-refundable mistakes.