Returns and Complaints
Launch X431 EU
Your satisfaction is our priority. At LaunchX431.eu, we strive to provide high-quality diagnostic products and professional support. If an issue arises, the procedures below explain your rights and how we handle returns and complaints.
| 📝 Category | 📄 Description |
|---|---|
| Right of Withdrawal Consumers only | Consumers have the right to withdraw from the contract within 14 days of receiving the product, without stating a reason, in accordance with EU consumer protection law. The product must be returned in a condition suitable for resale, including all accessories. |
| Important – Activations & Licenses | The right of withdrawal does not apply to diagnostic devices, software licenses, subscriptions, or services that have been activated, registered, or linked to a user account, vehicle, VIN, or serial number. Once activated, the product cannot be deactivated, reused, or resold and therefore becomes non-returnable. |
| Complaints | If the product is defective, damaged upon delivery, malfunctioning, or does not correspond to the order, you have the right to file a complaint. Please provide a clear description of the issue. |
| Return Procedure | Submit the form below with your order number, a detailed description of the issue, and your contact details. After review, you will receive return instructions by email. Do not send any items back without prior confirmation. |
| Processing Time | Your request will be reviewed and processed as soon as possible, and no later than 8 days after receiving a complete and valid claim. |
| Return Costs |
• In case of withdrawal from the contract, return shipping costs are borne by the customer. • In case of a justified complaint (defect, damage, incorrect item), all return-related costs are covered by the seller. |
| Business Customers (B2B) | The right of withdrawal applies only to consumers. Purchases made by companies, workshops, sole traders, or other professional users are excluded unless explicitly agreed in writing. |
🕒 Availability & Contact
Customer Support Hours:
• Monday – Friday: 9:00 AM – 5:00 PM (CET)
• Response time: usually within the same business day
Contact:
📧 Email: info@launchx431.eu
ℹ️ Additional Notes
Returned products will be inspected upon receipt.
Refunds are issued only after confirmation that the returned goods meet the return conditions.
The right of withdrawal does not affect statutory warranty or legal remedies in case of defective goods.
When precision counts – choose LAUNCH.
FAQ
We provide remote assistance via TeamViewer or AnyDesk. You send us a connection code, our technician connects and helps with settings or troubleshooting.
👉 The connection is secure and temporary – only for the duration of the session.
Usually the same day, no later than 24 hours. In urgent cases, you can contact us by phone or WhatsApp.
NO as standard, but in urgent cases by prior arrangement.
We can help you, but there is a fee. Support and warranty are only provided for devices purchased from us.
In this case, we cannot provide support. We only support original LAUNCH devices and software.
On average between 10-30 minutes, depending on the problem. In the case of more complex functions (e.g. coding), it can take longer – all by agreement.
Yes – we provide support for all official X431 series devices, CRP, Creader Elite, SmartLink, SensorBox, ADAS, EV module and accessories.
Of course. We guide you step by step through activation, registration and upgrade.