WARRANTY & SUPPORT

Effective Date: June 13, 2026

At AutoExplain, we are committed to providing reliable automotive products, digital access services, and professional technical support. This Warranty & Support Policy outlines the warranty coverage, support scope, service conditions, and customer responsibilities applicable to all products and services provided by AutoExplain.

By purchasing and using our products or services, you agree to the terms outlined in this policy.

1. Warranty Coverage Overview

AutoExplain provides warranty and support coverage for two primary categories:

Hardware Equipment

Includes:

• Diagnostic devices

• Communication interfaces

• Programming equipment

• Hardware accessories

• Integrated automotive solutions

Warranty Period:

• 180 days from the completed delivery date.

Coverage:

• Manufacturing defects.

• Technical integration defects.

• Verified hardware-related failures covered under normal use.

Digital Access Services

Digital Access Services consist of two service groups:

Group 1 – System Configuration & Connection

Includes:

• System activation

• Device configuration

• Platform connection services

• Access setup and verification

Warranty Period:

• 365 days from the configuration completion date.

Coverage:

• Issues directly related to the original configuration and connection process.

Group 2 – Technical Consulting & Diagnostic Support

Includes:

• Remote technical support

• Fault code analysis

• Diagnostic assistance

• Technical consultation

• Troubleshooting services

Support Period:

• Active until the assigned task is completed.

Service requests are generally processed within 2–7 working days.

2. Warranty Conditions

Hardware Equipment

Warranty coverage applies only when:

• The product remains in its original condition.

• Serial numbers and identification labels remain intact.

• The product has not been modified, altered, or repaired by unauthorized parties.

• Remote diagnosis has been completed before return authorization.

Digital Access Services

Coverage applies only to issues directly related to:

• Initial configuration

• Original setup

• Connection implementation

Support may require customers to maintain internet connectivity and remote access availability throughout the troubleshooting process.

3. Warranty Exclusions

Warranty coverage does not apply to:

Customer-Caused Issues

• Incorrect installation

• Improper operation

• Failure to follow technical instructions

• Unauthorized modifications

Unauthorized System Changes

Including but not limited to:

• Operating system updates

• Firmware updates

• Storage device replacement

• System upgrades

• Configuration changes performed without prior written approval

Third-Party Issues

Including:

• Third-party software conflicts

• Manufacturer system restrictions

• External platform changes

• Third-party hardware failures

Connectivity Problems

AutoExplain is not responsible for issues caused by:

• Internet outages

• Power interruptions

• Remote access software failures beyond our control

4. Warranty Service Procedure

Step 1 – Contact Technical Support

Submit a support request through:

WhatsApp: +1 (936) 289-6695

Email: [email protected]

Step 2 – Remote Diagnosis

Our technicians will evaluate the issue remotely and determine:

• Warranty eligibility

• Required corrective actions

• Whether return service is necessary

Remote diagnosis is mandatory before hardware returns can be authorized.

Step 3 – Hardware Return (If Required)

Approved hardware returns may be shipped using:

• EMS

• DHL

• UPS

• FedEx

• TNT

• Other approved carriers

Step 4 – Resolution

Approved warranty claims will be resolved through:

• Technical correction

• Repair

• Replacement

• Other appropriate corrective actions

Estimated processing times:

• Digital Access Services: 7–10 working days

• Hardware Equipment: up to 20 working days

5. Return Requirements

Returned hardware equipment must:

• Remain in original condition.

• Include all original accessories.

• Include original packaging whenever possible.

Missing accessories or packaging may result in a deduction of up to 10% of the product value where applicable.

6. Shipping Responsibilities

Hardware Equipment

Outbound shipping to AutoExplain:

• Paid by the customer.

Return shipping after approved warranty service:

• Covered by AutoExplain.

Digital Access Services

Support is provided remotely only.

Customers are responsible for maintaining:

• Stable internet connectivity

• Remote access availability

• Required system permissions

7. Warranty Limitations

Warranty periods do not restart after:

• Repair

• Replacement

• Corrective service

• Additional support sessions

The original warranty period remains in effect.

8. Limitation of Liability

AutoExplain shall not be liable for:

• Data loss resulting from inadequate backups.

• Indirect or consequential damages.

• Business interruption.

• Issues originating from third-party devices, systems, or services.

Customers are strongly advised to create complete backups before any programming, coding, flashing, or configuration procedures.

9. Related Policies

This Warranty & Support Policy should be read together with:

• Purchase Policy

• Return & Refund Policy

• Terms & Conditions

• Privacy Policy

10. Policy Updates

AutoExplain reserves the right to modify this Warranty & Support Policy at any time.

The latest version will be published through official communication channels and becomes effective immediately upon publication.

11. Contact Information

AutoExplain

WhatsApp: +1 (936) 289-6695

Email: [email protected]