FAQ Frequently Asked Questions

Your order has expired because you downloaded the text file containing the download links for the software you purchased 10 times.

For security reasons and to prevent abuse, our download policy limits each file to 10 downloads.

Don't worry, you don't need to download the file again!

The text file containing the download links is already in your Downloads folder on your computer. You can simply open it to access the links and proceed with the software installation.

Here are the steps to follow:

- Open the text file you downloaded earlier.
- Copy and paste one of the download links into your web browser's address bar.
- Follow the on-screen instructions to download and install the software.

Please check your spam folder first. If you still haven't received the order confirmation email after a few hours, then the email address you entered when placing your order may be incorrect.

Send an email to technical support at contact@autodiag-france.com with your email address without typos as well as your order details (name, surname, address and order number if you have it).

Physical products are generally shipped within 72 hours. Our average delivery time is 5 to 10 business days, depending on the country of delivery.

In order to provide you with the best possible information on delivery times, once your order has been placed, we will send you an email to confirm the shipping date of your order.

We do our best to meet delivery deadlines. However, during periods of high demand, these deadlines may sometimes be longer.

For digital products:

The order is sent instantly by email (maximum within 24 hours, if there is IT maintenance) following the purchase.

Don't forget to check your spam folder.

If you have not received anything, contact us at contact@autodiag-france.com with your order details (name, surname, address and order number if you have it).

The average shipping time is 24 to 72 hours. business days, +5 to 10 days delivery working hours.

As soon as your order has been processed, you will receive a shipping confirmation email. You will then be able to track your order using the tracking link in the email. If you have not received an email 5 days after payment, please contact us at contact@autodiag-france.com with your order details (name, surname, address, and order number if you have it).

*Please note that tracking may take 24 to 72 hours to be updated after shipment.

You can track your shipment on the Colissimo website or the 17Track.net website.

The order process is automated. Customer and order details are sent directly to the order preparation logistics department.

The entire ordering process is automated. You will automatically receive an email at each stage of the ordering process, starting with the progress of your package (confirmation email, shipping email with tracking number).

If you have not received a shipping confirmation email or tracking number, your order is still being processed by our team.

All our deliveries within the EU are free (excluding overseas territories).

When you order multiple products, there's a good chance you won't receive them all in a single package. Not all products are shipped from the same warehouse, which is why there may be a delay. Don't worry, you'll have tracking information for each package if needed.

If you have received damaged, defective, or incorrect items:

You have 15 days after receipt to report this situation; once this period has passed, we will no longer cover the return costs.

You will have the choice between a replacement or a refund.

Click here to download the refund form

Send the refund form to contact@autodiag-france.com

Send photos of the damaged product.

As mentioned in our " Returns Policy ", we are unable to refund or exchange items that appear to have been used, opened, or are not in their original condition.

You have received a tracking number to check where your package is.

The tracking number may take 24 to 72 hours to be visible on the tracking page.

Only if you have not received your package after 30 days, contact customer service at contact@autodiag-france.com so that technical support can help you obtain more information about your order.

Finally, if you do not receive your item within 60 days, we will give you a full refund and you can keep the item when you receive it.

Occasional system updates or force majeure events, such as severe weather conditions, may result in a suspension of these delivery services, a change in the order cut-off time, and/or an extension of the delivery time. However, we make every effort to minimize these temporary changes. AUTODIAG-France cannot be held responsible for any loss or theft of packages resulting from specific delivery instructions given to the carrier.

Contact us at contact@autodiag-france.com with your order details (name, surname, address and order number if you have it).

You have 15 days after receipt to report this situation; once this period has passed, we will no longer cover the return costs.

It is possible that a routing error has unfortunately occurred. We will rectify this situation as quickly as possible.

If your order tracking indicates that it has been delivered, but you have not received anything, we advise you to follow these steps:

1. Check the delivery address: Make sure the delivery address you provided when placing your order is correct and complete. Sometimes, an error in the address can result in an incorrect delivery.
2. Contact the carrier: If the tracking indicates that the order has been delivered, but you haven't received it, contact the carrier immediately. As the recipient, you have the right to file a claim. They will be able to provide you with detailed delivery information, including the name of the person who received the package and the delivery date.
3. Check with your neighbor: Sometimes the package may be delivered to a neighbor or left in a safe place near your home. Check with your neighbors or look around your property to see if the package has been left elsewhere.
4. Contact our customer service: If you have followed all these steps and still haven't received your order, please contact our customer service. We will open an investigation with the carrier to resolve the issue and ensure you receive your order as soon as possible.

Please contact contact@autodiag-france.com as soon as possible. In some cases, we can change the address for you if your order has not yet been processed by our warehouse.

We invite you to contact the postal services in your municipality once the package has arrived at the sorting center or the first delivery attempt has failed.

In the event that your order cannot be delivered due to insufficient or inaccurate shipping information, the package will be returned to the sender, and your order can then be refunded only once we are notified that the order has been returned to the sender.

Please note that shipping costs are non-refundable.

The order process is handled automatically in our FBA warehouse. We cannot cancel orders once they have been placed. Customer and order information is sent directly to the order fulfillment logistics department in our warehouses and at our partner suppliers.

If you want to return a product because you are not satisfied, you have 30 days to return the product to us once you have received your package.

You can return your order within 30 days of receipt, provided it is in its original condition and in its original packaging.

Once returned, you will be entitled to a full refund, excluding return shipping costs. We are unable to refund or exchange items that appear to have been used, opened, or are not in their original condition.

No exchanges, credits, or refunds are possible once the sale of a digital product is confirmed. We cannot cancel an order once you receive the download link that grants you access to the product you purchased.

Return process:

Send your return request by email.

Once your return is approved, make sure it is well packaged and meets all the conditions described below.

We will provide you with the return address. Use an insured tracked delivery service to ensure your package reaches us safely.

Send a follow-up email with your tracking information to contact@autodiag-france.com

Terms and guidelines for returns:

All returned items must be unused, unopened and accompanied by their original plastic packaging.

We are not responsible for return shipping costs after 15 days.

Please ensure that all returned items are well packaged to prevent damage during shipping.

Please ensure that all return parcels are sent with a trackable and insured service, as we cannot take responsibility for items damaged or lost during return shipping.

Please ensure that the return form has been approved - without this approval, your return may not be processed.

Currently, you can pay by credit card, Apple Pay, or Google Pay on our website. We do not accept checks, bank transfers, or cash on delivery.

*STRIPE is a global payment platform. It supports more than 150 local and global payment methods ( Mastercard , Visa) to give you maximum payment options.

Your bank details or credit card information will never be shared with us. All payments are protected by our 128-bit SSL encrypted payment processor. We do not currently accept checks.

Our store uses SSL encryption technology which offers you maximum security, particularly for the protection of data for online banking services.

The site you are visiting is on an HTTPS server (the small green padlock on the left side of this page's URL is there to remind you).

Finally, regarding payment, we use Paypal and Stripe, which are the benchmarks in terms of online transaction security.

In summary, ordering from AUTODIAG-France is safe and secure.

You can become a partner with our shop if you are an association, a company, or an influencer. Contact us by email to discuss your goals, and we'll be happy to talk with you about it.

Generally, our promo codes are visible directly on the website.

You can also receive them through our email communications.

Don't hesitate to check out our Instagram and Facebook pages where we sometimes announce promotions that you can find on the site.

Warning! Some codes received by email are exclusively linked to the accounts to which they are sent and cannot be used by other customers.