Return and Refund Policy

At Powersports-Diag, we want our customers to purchase with confidence. This Return and Refund Policy explains the conditions and procedures for cancelling an order, returning a physical product, reporting a faulty or incorrect item, and requesting a refund.

This policy applies to products and services purchased directly through the Powersports-Diag website. It does not limit any mandatory consumer rights available under applicable law.

Before returning any product, you must contact us at support@powersports-diag.com and obtain return instructions. Products returned without prior authorisation may be delayed, refused, or returned to the sender.

1. Cancelling an Order Before Dispatch

If you wish to cancel an order, please contact us as soon as possible at support@powersports-diag.com.

An order may normally be cancelled without additional return costs if:

• the physical product has not yet been dispatched,
• the software licence or activation code has not yet been issued,
• the digital product has not been delivered or made available, and
• the requested service has not yet begun.

We cannot guarantee that a cancellation request will be completed if the order has already entered the dispatch, licence issuance, activation, or service-performance process.

2. Consumer Right of Withdrawal

Consumers who purchase products online may have a statutory right to withdraw from the purchase within 14 days without providing a reason, subject to applicable law and the exceptions described in this policy.

For physical products, the withdrawal period normally begins on the day after the consumer, or a person designated by the consumer, receives the product.

To exercise the right of withdrawal, you must notify us before the withdrawal period expires by sending a clear statement to:

Email: support@powersports-diag.com

Please include:

• your full name,
• your order number,
• the product you wish to return,
• the date on which the product was received, and
• a clear statement that you wish to withdraw from the purchase.

The statutory right of withdrawal applies only where provided by applicable consumer law. Business customers purchasing primarily for commercial or professional use may not have the same right of withdrawal.

3. Return Authorisation

Before sending a return, please contact our support team and wait for return authorisation and shipping instructions.

Our team will confirm:

• whether the product is eligible for return,
• which return address must be used,
• which documents or information must be included, and
• whether any troubleshooting or verification is required before the return.

Do not return products to our registered corporate address or to any address shown on an invoice, website footer, payment receipt, or shipment label unless that address has been specifically confirmed for your return.

4. Return Addresses

The correct return address depends on the customer’s delivery region.

Returns from the United States and All Other Countries

InterCoding INC
11407 SW Amu St, Suite #AWQ033
Tualatin, OR 97062
United States

Returns from European Countries

InterCoding INC
Rastenfeld 151, Suite #AWQ033
3532 Rastenfeld
Austria

Important: Always contact us before returning a product. We may provide additional instructions, a return reference number, customs information, or a different return arrangement depending on the product and reason for return.

Returns sent to the wrong address may be delayed, rejected, subject to customs charges, or returned to the sender. Any additional costs caused by using an incorrect or unauthorised return address may be deducted from the refund where permitted by law.

5. Return Deadline

After notifying us of an eligible withdrawal or receiving return authorisation, the product must be dispatched without unnecessary delay.

Where the statutory 14-day withdrawal right applies, the product should normally be sent back no later than 14 days after you notified us of your decision to withdraw.

Returns made outside an applicable statutory period may be accepted only at our discretion, unless the product is faulty or mandatory law provides otherwise.

6. Condition of Returned Products

Returned products must be complete and should, where reasonably possible, include:

• the original product,
• all cables and adapters,
• all accessories and components,
• manuals and documentation,
• protective materials,
• the original packaging, and
• any promotional or bundled items supplied with the order.

A consumer may inspect a product only to the extent necessary to establish its nature, characteristics, and functionality, similar to the inspection that would reasonably be permitted in a physical store.

If the product has been used or handled beyond what is necessary for such inspection, we may reduce the refund to reflect any loss in value, where permitted by applicable law.

7. Products That May Not Qualify for a Change-of-Mind Return

Subject to applicable law, we may refuse a voluntary or change-of-mind return where:

• the return period has expired,
• the product is incomplete, damaged, modified, contaminated, or excessively used,
• parts, cables, accessories, manuals, or supplied items are missing,
• serial numbers, identification labels, or security seals have been removed or damaged,
• the product was manufactured, configured, or ordered specifically for the customer,
• the product was registered, permanently linked, or activated for a customer, device, or diagnostic interface,
• sealed software or digital media has been opened, where the legal exception applies,
• the product cannot be resold for technical, security, licensing, health, or safety reasons, where permitted by law.

This section does not limit any rights available for products that are faulty, damaged on arrival, incorrectly supplied, or otherwise not in conformity with the contract.

8. Software Licences, Activation Codes, and Digital Products

Software licences, activation codes, licence certificates, passwords, subscriptions, downloadable products, remote activation services, and other digital products are subject to special return conditions.

Where permitted by law, these products are normally non-refundable after they have been:

• issued or emailed to the customer,
• revealed or made accessible,
• downloaded,
• activated or partially activated,
• registered to a customer, company, computer, device, or diagnostic interface,
• used to access software or services, or
• supplied after the customer requested immediate delivery or performance and acknowledged the possible loss of the withdrawal right.

A digital product may still qualify for an appropriate remedy if it is defective, incorrectly supplied, or materially different from the product description.

Before purchasing a licence or digital product, customers are responsible for confirming:

• vehicle and software compatibility,
• computer and operating-system requirements,
• supported functions,
• licence duration and restrictions,
• required hardware and diagnostic interfaces.

A licence will not normally qualify for a refund solely because the customer purchased the wrong version, selected an incompatible product, lacks the required equipment, or expected a function that was not included in the product description.

9. Return Shipping Costs

For a change-of-mind return or statutory withdrawal, the customer is normally responsible for the direct cost of returning the product, unless:

• Powersports-Diag agrees to cover the cost,
• the product is confirmed to be faulty, damaged, or incorrectly supplied, or
• applicable law requires us to cover the return cost.

Original shipping charges will be refunded only where required by applicable law. Where a valid consumer withdrawal applies, the refund may be limited to the cost of the least expensive standard delivery option offered at the time of purchase.

Additional charges for express, priority, special, or upgraded delivery may not be refundable.

10. Secure and Trackable Return Shipping

Customers should use a secure and trackable shipping method when returning a product.

The customer remains responsible for the returned product until it has been delivered to and received at the authorised return address.

We are not responsible for returned products that are:

• lost in transit,
• delivered to the wrong address,
• damaged because of inadequate packaging,
• held or returned by customs because of incorrect documentation, or
• sent without sufficient postage.

We recommend retaining the shipment receipt, tracking number, and proof of delivery until the return and refund have been completed.

11. Customs Documentation for International Returns

For international returns, the customer must complete customs documents accurately and follow the return instructions provided by our support team.

The shipment should normally be clearly identified as a returned product and not as a new commercial sale. The original order number and return reference should be included where requested.

Customers must not declare an incorrect value or provide false customs information.

Customs duties, import taxes, brokerage charges, storage fees, or other costs caused by incorrect return documentation or failure to follow our instructions may be deducted from the refund where permitted by law.

12. Faulty, Damaged, or Incorrect Products

If you receive a product that is defective, damaged, incomplete, or different from the product ordered, please contact us without unnecessary delay at support@powersports-diag.com.

Please provide:

• your order number,
• a clear description of the issue,
• photographs of the product and packaging,
• video evidence where relevant,
• the product serial number,
• error messages or diagnostic reports where applicable.

Please keep the product, packaging, accessories, and shipping materials until the claim has been reviewed.

We may request reasonable troubleshooting or additional technical information before authorising a return. This helps determine whether the issue is related to:

• the supplied product,
• software configuration or installation,
• product or vehicle compatibility,
• the customer’s computer or operating system,
• vehicle wiring, battery voltage, communication, or control-unit condition,
• another external factor.

13. Available Remedies for Faulty Products

If a product is confirmed to be defective or not in conformity with the contract, the available remedy may include:

• technical assistance,
• repair,
• replacement,
• re-supply of a missing component,
• correction or replacement of a digital product or licence,
• price reduction, or
• partial or full refund.

The appropriate remedy depends on the nature of the issue, the product, applicable law, proportionality, and whether repair or replacement is possible.

Nothing in this policy limits any mandatory legal guarantee or conformity rights available to consumers.

14. Products Damaged During Return Shipping

Products must be packed securely and appropriately for return transportation.

If a product is damaged during return shipping because it was inadequately packed, the refund may be reduced to reflect the damage or loss in value, where permitted by law.

Where possible, use the original protective packaging or equivalent packaging suitable for sensitive electronic diagnostic equipment.

15. Inspection of Returned Products

All returned products may be inspected and tested after receipt.

The inspection may include verification of:

• the product identity and serial number,
• the physical condition of the product,
• included cables, accessories, and components,
• signs of installation, use, damage, opening, or modification,
• licence, registration, or activation status,
• the reported fault or compatibility issue.

Processing of a return may be delayed if information, components, documentation, or testing assistance is required from the customer.

16. Refund Processing

Once the return has been received and inspected, we will notify you of the outcome.

If the return is approved, the refund will normally be issued using the original payment method unless another method is expressly agreed.

Where a valid statutory withdrawal applies, we will process the refund within the period required by applicable law. We may withhold the refund until:

• we have received the returned product, or
• you provide acceptable evidence that the product has been sent back,

whichever occurs first, except where applicable law requires otherwise.

After the refund has been issued, your bank, card provider, Stripe, PayPal, or another payment provider may require additional processing time before the amount appears in your account.

17. Refund Deductions

Where permitted by law, a refund may be reduced to account for:

• loss of product value caused by excessive handling or use,
• missing accessories, cables, components, manuals, or packaging,
• physical damage or modification,
• activation or consumption of a licence or digital service,
• damage caused by inadequate return packaging,
• customs, storage, return, or administrative costs caused by incorrect information or failure to follow return instructions,
• non-refundable additional delivery services selected by the customer.

We will not make deductions that are prohibited by applicable consumer law.

18. Refused and Uncollected Shipments

If a shipment is refused, not collected, cannot be delivered, or is returned because the customer failed to provide accurate delivery or customs information, the order will not automatically be treated as a valid cancellation.

Where permitted by law, reasonable costs incurred for:

• outbound shipping,
• return shipping,
• customs clearance,
• storage,
• brokerage, or
• redelivery

may be deducted from any refund.

If you wish to cancel an order that is already in transit, please contact us before refusing delivery so that we can provide the correct instructions.

19. Chargebacks and Payment Disputes

If you have a concern about an order or refund, please contact us before initiating a chargeback or payment dispute. We will make reasonable efforts to investigate and resolve the issue.

Submitting an unjustified or fraudulent chargeback may result in:

• suspension of the associated customer account,
• suspension or deactivation of a licence where legally and technically permitted,
• recovery of products supplied without valid payment,
• recovery of reasonable costs arising from the dispute, where permitted by law.

This provision does not limit a customer’s lawful right to dispute an unauthorised or incorrectly processed payment.

20. Exchanges

We do not automatically offer direct exchanges for every product.

Where an exchange is approved, we may:

• replace the product with the same model,
• provide a compatible alternative,
• apply the value of the returned product toward another product, or
• refund the original product and ask the customer to place a new order.

Any price difference, additional shipping charge, tax, or customs cost may be payable by the customer unless the exchange is required because the original product was defective or incorrectly supplied.

21. Business Customers

Returns by dealers, distributors, workshops, companies, technicians, and other customers purchasing primarily for business or professional use are subject to prior written approval.

Unless mandatory law provides otherwise, business customers do not automatically benefit from consumer withdrawal rights.

Approved business returns may be subject to:

• inspection and testing,
• verification that the product is complete and unused,
• reasonable restocking or handling charges,
• deduction of original or return shipping costs,
• special conditions for licences, configured products, or bulk orders.

22. Abuse of the Return Process

We reserve the right, to the extent permitted by law, to refuse voluntary returns, restrict account access, or take other appropriate measures where we reasonably suspect:

• return fraud,
• substitution of products or serial numbers,
• intentional product damage,
• repeated excessive use of the return process,
• unauthorised copying or use of software and licences,
• false claims concerning defects or delivery,
• another unlawful or abusive activity.

This provision does not limit legitimate consumer claims or mandatory legal rights.

23. Contact Us

For cancellations, returns, faulty-product claims, or refund questions, please contact:

Powersports-Diag / InterCoding INC
Email: support@powersports-diag.com
Phone: +1 302 231 2006

Please include your order number and a clear description of your request.