Return & Refunds Policy
Return and refund policy
1. Eligibility
- Returns are accepted within 30 days of your order’s delivery date.
- Items must be in original condition, free of wear or damage.
- All original components and any included gifts must be returned.
Example: PRO+ includes the device, packaging box, full cable set (with adapter), and user manual. - Only orders placed directly on our official website are eligible.
- Returns due to vehicle incompatibility are not covered under this return policy. Please confirm compatibility before placing an order or contact our customer support for assistance.
2. Return Shipping
- United States: A USPS return label can be provided upon request. The label cost will be deducted from your refund after the item passes inspection.
- International Orders: Customers are responsible for return shipping. We cannot generate international return labels.
3. How to Start a Return
- Email hi@carluex.store with your order number and proof of purchase to request a return authorization.
- Unauthorized or unsolicited returns may be refused.
4. Refund Method & Timeline
- Refunds are issued to the original payment method after we receive and inspect your return.
- If the original payment card is no longer valid, we are unable to complete the refund.
- Inspection typically completes within up to 5 business days of receipt.
5. Return Fees & Refund Deductions (Important)
(1) Returns Due to Non-Product Quality Reasons
If a return is requested for customer-related reasons (including but not limited to accidental purchase, no longer needed, or failure to confirm compatibility):
- A flat USD $45 deduction will be applied to the refund. This fee covers restocking, payment gateway service charges, outbound shipping costs, and return inspection and verification handling.
- If the returned item fails return inspection (including but not limited to missing components, physical damage, or obvious signs of use), we reserve the right to deny the refund.
- Items that fail inspection will be recycled and cannot be returned to the customer.
(2) Returns Due to Product Quality Issues
If a return is requested due to a product quality issue, the following steps must be followed:
- The customer must provide a video demonstrating the reported issue so it can be submitted to our technical team for analysis.
- Before approving a return, we will provide professional troubleshooting guidance, and customers are required to cooperate by following the recommended steps.
- If, after completing the troubleshooting process, the issue remains temporarily unresolved, we may approve a return and refund.
- A non-refundable restocking fee of 20% of the order amount will apply. If the calculated fee exceeds USD $35, the deduction will be capped at USD $35.
6. 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.
