Policy Returns
Returns, exchanges and refunds UDIAG - Last update: February 2026
Essential conditions of return
Products purchased on udiag.eu have a clear returns and exchanges policy. Promotional or sale items are not refundable or exchangeable.
Prerequisites
- Return requested in 14 days following receipt
- Product unused and not activated
- Original packaging intact
- All accessories included
- Documentation and manuals available
- Order number communicated
Product activated or used
- If the product has been activated or used, a discount applies for reset
- Discount : 30 % or €65 excl. (whichever is higher)
- Return postage deducted from refund
- Checked by our team before validation
Refused returns
- Return requested after 15 days following delivery
- Product damaged by the customer
- Original packaging missing or damaged
- Missing accessories
- Promotional or sale items
- Compatibility error not checked before purchase
How do I request an exchange?
All exchange requests must be made via our contact form available on the udiag.eu website. Exchanges are possible if the product is new or is being upgraded to a higher model.
Depending on the case, a discount of 10 % may apply to the value of the exchanged product. Our team will contact you within 24 hours to propose the best solution for your situation.
Send an email to contact@udiag.eu with your order number and the reason for the exchange.
Our team will study your request and confirm the exchange conditions within 24 hours.
You return the product to us in its original packaging with all its accessories. We will provide you with a returns slip.
After receipt and inspection, the replacement product will be dispatched within 48 working hours.
Terms of repayment
Once the return has been validated by our team, the refund will be made according to the original method of payment (bank card, PayPal, etc.). at no cost to you.
If there is a delay, first check your bank account and then contact your bank. The maximum repayment period is 14 days from the date of validation of the return, up to 15 days depending on your bank.
You will systematically receive a confirmation email as soon as the repayment decision is made.
Cases of non-reimbursement
Product returned after 15 days following delivery
Product incomplete, damaged or without original packaging
After-sales service return without preliminary diagnosis validated by our team
Damage resulting from user error of the customer
Compatibility not verified before purchase (list of compatible vehicles available on each product sheet)
Articles en promotion, sale or clearance
Any refund requires prior contact with our UDIAG support team. Never return a product without the agreement of our team - any unauthorised return will be refused and returned to the sender at his expense.
Step-by-step return procedure
Information required for all UDIAG returns:
Send an email to contact@udiag.eu with all the information requested above.
Our team will process your request and send you a returns agreement within 24 hours.
Replace the product in its original packaging, including all accessories, manuals and documentation.
Send the parcel to the address indicated by our team. Keep your tracking number as proof of dispatch.
On receipt, our team will check the product and notify you of the refund or exchange decision by email.
Important note: For any product used or activated, a discount of 30 % or €65 excl. will be applied and the return costs will be deducted from the amount refunded, in accordance with the UDIAG guarantee policy.
Our team is there for you
33 rue de la République
69002 Lyon For validated after-sales returns only
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