How to get return and refund?

Before Your Returns
It is imperative that you should get the item installed by a registered auto electrician. Whilst, all units are tried and tested before we dispatched, on some occasions they can get damaged in transit so its advisable you get the designated installer to bench test the unit before fully installing which will save on labor costs. We will not be responsible for any installation costs/Onboard diagnostic checks or relevant costs such as transport/customs/time off work etc.

If you’ve already one business partner of us and when you proceed with on-site installation, the customer will not be responsible for any installation/labor costs until fully satisfied with the product.

Upon leaving our certified installation center, all installation/labor costs will be non-refundable. Should an auto-electrician from our database of installers to be chosen, this also applies. Although we may have a database of fitters, they are their own entity and have their own terms and conditions so please check with them prior to fitting.


If you want to return an item, you can ship the item back to HEAVY DUTY DIAGNOSTICS, for a full refund. For eligible HEAVY DUTY DIAGNOSTICS products, you have up to 30 calendar days from the time you receive your item(s) to initiate a return.

Items ineligible for a return include:

  • Opened Products
  • HEAVY DUTY DIAGNOSTICS Activator or disable (products that enable additional features in vehicles)
  • Electronic Software Downloads
  • Up-to-Date Program Products (software upgrades)

NO Return and Refund for below virtual service product

  • OEM Certificates files, remote support, enabling codes, map code, pin code as per VIN (Vehicle Identification No.) ordered
  • Tuning files
  • System software registration license activated
  • Remote session online technical support

How to Return?
* We Do accept refund for our products, Must in original condition;
* Buyers should take a responsibility for return postage;

Ship your item to HEAVY DUTY DIAGNOSTICS specific address. To ship your return item(s) to HEAVY DUTY DIAGNOSTICS, sign in to online Order Status with your HEAVY DUTY DIAGNOSTICS User Name and password. For offline orders, please contact our service managers or contact info at heavydutydiagnostics dot com for any queries at any time. Once we receive the item(s), we will issue a refund and send you a Return Receipt confirmation email.

Return Policy
If you are not fully satisfied with your HEAVY DUTY DIAGNOSTICS purchase, you can return your undamaged HEAVY DUTY DIAGNOSTICS Product to the HEAVY DUTY DIAGNOSTICS specific address, within 30 calendar days from shipment for a full refund. If you return your HEAVY DUTY DIAGNOSTICS Product within 30 calendar days from shipment, you will not be charged a restocking fee. Your HEAVY DUTY DIAGNOSTICS Product must be returned in the original packaging, including any
accessories, manuals, and documentation. we DO NOT provide any refund for shipping and installation labor cost etc.

WHOLESALE/DEALER ORDERS COMPANY CREDIT ONLY, others kindly refer to below with details.

What if I have installed the products and found it is not satisfied with my request, what shall we DO?

If you do not have a SmartPCM Master User Name or the item you’ve received is incorrect or damaged, contact HEAVY DUTY DIAGNOSTICS Customer Service at admin at porschesolution dot com.

Condition/Duration & Restock fee

1 – 7 Days

8-30 Days

Over 30 Days

Product Opened but Not Installed

5% of the Product price

25% of the Product price

We don’t accept return.

Product Not Opened and
Not Installed

5% of the Product price

5% of Product Price

We don’t accept return.

Product that has been
installed *(Product warranty
still applies)

40% of Product Price

We don’t accept return

We don’t accept return.

Technical problems with your new product

If you’re having trouble with your new HEAVY DUTY DIAGNOSTICS product, please visit online Product Support or contact HEAVY DUTY DIAGNOSTICS Technical Support before attempting a return. If HEAVY DUTY DIAGNOSTICS Technical Support cannot resolve your issue, contact
HEAVY DUTY DIAGNOSTICS Customer Service info at heavydutydiagnostics dot com for an exchange or return.

Once we receive your item(s), a refund is initiated immediately. If you cancelled
a pickup item, and you were billed for the item, we initiate your refund immediately after you submit your cancel request. The way your refund is processed depends on your original payment method:

Credit card refunds will be sent to the card-issuing bank within five business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

Cash payments will be refunded in the form of a check from HEAVY DUTY DIAGNOSTICS, which will be mailed to your billing address within 14 calendar days of receipt of the returned package. WHOLESALE ORDERS COMPANY CREDIT ONLY

Return and refund status
If you shipped your return to HEAVY DUTY DIAGNOSTICS, you can visit online Order Status to view your up-to-date return and refund information.

Exchange an item
Item exchanges are subject to product availability. Custom-configured HEAVY DUTY DIAGNOSTICS Products may not be eligible for exchange.