Informativa sui rimborsi

Return and Refund Policy

1. Eligibility

Returns are accepted within 30 days of the order’s delivery date.
To be eligible for a refund, the product must be returned in its original condition, without physical damage or excessive wear, together with all original components, accessories, gifts, packaging, and manuals.
Only purchases made directly through the official CARLUEX website are eligible under this policy.
Products marked FINAL SALE are not eligible for return or refund. All FINAL SALE purchases are final.

2. Software-Related Issues and Personalized Support

Issues that can be addressed through software configuration, app troubleshooting, system updates, connectivity settings, or personalized technical assistance are treated as software-related issues rather than confirmed product-quality defects.

If you experience a software-related issue, please contact CARLUEX Customer Support before requesting a return. Our support team will review your case and provide a customized support solution based on your vehicle, device, software version, and reported symptoms.

Customers may be asked to provide their order number, device information, photos, videos, system logs, and to complete reasonable troubleshooting steps.

3. Product-Quality Issues Eligible for a Free Return or Replacement

Only the following two conditions qualify for a free return or replacement as a product-quality issue:

Indicator-light failure: After the product is connected, its indicator light does not illuminate or operate normally, and the issue remains unresolved after the customer completes the troubleshooting steps provided by CARLUEX Customer Support.
Shipping damage affecting both the package and product: The product arrives with obvious physical damage, together with visible physical damage to the outer shipping package. Customers must report the damage promptly and provide clear photos or video of the shipping package, product packaging, product, and shipping label.

Damage to the outer shipping package alone, without physical damage to the product, does not qualify as a product-quality issue.

For either of the two confirmed conditions above:

No restocking or return-handling fee will be charged.
The customer pays the approved return-shipping cost upfront.
The customer must use the return address and shipping instructions provided by CARLUEX Customer Support.
After the returned product passes quality inspection, CARLUEX will reimburse the approved return-shipping cost through PayPal within 5 business days.
A valid shipping receipt and the customer’s PayPal account details are required for reimbursement.

All other conditions—including software or app issues, vehicle-system updates, mobile-network or carrier issues, unactivated factory CarPlay, incorrect installation or power supply, vehicle incompatibility, accidental damage after delivery, liquid damage, unauthorized repair, modification, misuse, loss, or theft—do not qualify for a free return or replacement as a product-quality issue.

4. Customer-Preference and Other Non-Quality Returns

For returns requested because the customer changed their mind, no longer needs the product, has a personal preference, or for another reason that is not a confirmed product-quality issue:

The customer is responsible for the return-shipping cost.
A fixed $45 return-processing and restocking fee will be deducted from the refund.

This $45 fee does not apply to either of the two confirmed product-quality conditions described above. Vehicle incompatibility, inactive or unactivated factory CarPlay, and selection of the wrong product are customer-responsibility returns and are subject to the same $45 fee, as described below.

5. Returns Due to Vehicle Incompatibility

If a compatible product was purchased incorrectly or the customer did not confirm the vehicle requirements before purchase, the product may still be returned within 30 days of delivery if it meets the return-eligibility conditions above.

The customer is responsible for the return-shipping cost for a return caused by vehicle incompatibility, inactive or unactivated factory CarPlay, or selection of the wrong product.

A fixed $45 return-processing and restocking fee will be deducted from the refund for returns caused by vehicle incompatibility, inactive or unactivated factory CarPlay, or selection of the wrong product. The customer also remains responsible for the return-shipping cost.

6. Starting a Return

Before sending any product back, email hi@carluex.store with your order number, proof of purchase, the reason for the return, and any supporting photos or videos.

Do not send a return to the address printed on the original shipping label. Customers must obtain return authorization and the correct return address from CARLUEX Customer Support. Unauthorized returns, or returns sent to an unapproved address, may not be received or refunded.

7. Important Notice Regarding Package Refusal and Delivery Failures

If your order has already been shipped and you wish to cancel or request a refund, please wait until the package is delivered and then contact us to proceed according to our return and refund policy.
If a customer chooses to refuse the package during delivery, or if the courier cannot reach the recipient after multiple delivery attempts, resulting in a delivery failure and returned parcel, this will be treated as a special return case.
Due to the nature of international logistics, such returned packages are usually sent back to our logistics partner’s warehouse and destroyed directly.

Even in the rare case that a package is returned to the original shipping location, high customs duties and additional fees will be incurred; therefore, we are unable to accept such returned parcels.

Since both parties would suffer significant losses from this situation, for returns caused by refusal or failure to contact the recipient, we can only issue a 10% refund.
Please do not refuse the package and make sure to check your order’s tracking status to avoid delivery failures that may result in return or destruction of the parcel.

Warranty Policy

1. Coverage

All CARLUEX multimedia smart box products include a 365‑day warranty against defects in materials or workmanship.
Warranty applies only to orders placed on our official website or Amazon store.
Warranty claims must be submitted within 365 days of the original order date and are subject to approval.
Each product is eligible for one warranty claim during the coverage period.

2. What’s Covered

Device port interruption or malfunction
Failure to power on
LED indicator failure
Wi‑Fi module failure
GPS module failure
SIM / SD card slot failure
Mainboard / CPU memory‑related failure

3. What’s Not Covered

Lost or stolen devices
Vehicle incompatibility (please check our compatibility list or contact us before purchase)
Third‑party app issues (app performance is controlled by the app developer; we will assist where possible, but continued compatibility after app updates cannot be guaranteed)
Device suddenly stops working for reasons unrelated to power or overheating (e.g., vehicle manufacturers’ remote software updates affecting performance, which are beyond our control)
Devices already replaced by our team under warranty

4. How to File a Warranty Claim

Email hi@carluex.store with your order number, a description of the issue, and supporting photos or videos.
Our team will review your submission and confirm eligibility before proceeding.

5. Resolution

If approved, we will provide a replacement unit or repair at no additional cost.
Warranty does not cover the cost of shipping the defective product back to us unless otherwise agreed.