Effective Date: August 13, 2025

At EcuMedics.com, we strive to provide fair, transparent, and predictable policies for all purchases, including physical products, repair services, and remote services.

1. Refund Request Window

Refund requests must be submitted within 30 days of the original order date.
Requests made after 30 days cannot be considered.

Please note:

Diagnostic, bench, or service charges may still apply even if the refund request is within the 30-day window.
Once work has been performed (repair, diagnostic, programming, or tune file generation), refunds may be limited or unavailable depending on the service category (see sections below).

2. Physical Products

Return Eligibility

Applies only to physical products shipped to you.
Non-returnable: keys, downloadable software, services, custom-programmed items.

Return Window

Returns accepted within 30 days of delivery (tracking-based).
Returns accepted for any reason (testing, misdiagnosis, change of mind).

Condition Requirements
Items must be undamaged and unmodified. Returns are not accepted if damage is caused by:

Improper installation
Water, fire, corrosion, or extreme environmental exposure
Incorrect voltage/current
Unauthorized opening, repair, or modification

Restocking Fee

Refunds are subject to CAD $100 or 25%, whichever is greater.

Shipping

Shipping fees are non-refundable.
Return shipping is the buyer’s responsibility.

3. Repair Services (Mail-In Modules)

Assessment & Non-Repairable Units
Some modules may be non-repairable due to prior tampering, previous repair attempts, corrosion, fire/water damage, or other severe faults.
If repair is not possible:

A diagnostic/bench fee will apply
The module will be returned as-is
Return shipping is the customer’s responsibility

Repair Process & Timeframes
Most repairs are completed within the estimated timeframe. However, delays may occur due to complexity or parts availability.

Refund Requests for Repair Services

Refunds must be requested within 30 days of placing the order
If work has already begun, a diagnostic/service fee will be deducted
Once the repair is completed or service rendered, refunds are not available

4. Remote Services (Diagnostics, Coding, Programming, Adaptations)

Remote services rely on the customer’s vehicle condition, laptop setup, cables, network, and other factors outside our control. For this reason:

When Remote Work Cannot Be Completed

If the session cannot be completed due to reasons outside our control, such as:

Wrong part installed
Vehicle wiring or module communication issues
Unsupported or incorrect hardware
Customer laptop or interface problems
Incorrect software previously flashed

We will provide the following at no additional charge:

A complimentary remote diagnostic to identify the issue
The opportunity to correct the issue
One additional attempt at completing the service for free

Refund Policy for Remote Services

Because time, scheduling, expertise, and software preparation are involved:

Refunds are not available for remote services once a session has begun, a diagnostic has been provided, or a connection attempt has been made.
No refunds are offered if the service cannot be completed due to conditions outside our control (vehicle faults, customer equipment problems, incorrect parts, etc.).
We will always honor a second attempt at no cost.

5. Remote ECU Tunes & File-Based Tuning

ECU tuning files require custom work and are considered digital, non-returnable services.

Refunds are not available for remote tunes once:

The tune file has been created or generated
The file has been emailed or sent to the customer
The tune has been applied to the vehicle

If the vehicle has underlying issues preventing the tune from functioning properly, we may assist with diagnostics, but refunds are not possible after file generation.

6. Shipping & Liability

We are not responsible for:

Loss or damage of items sent to us
Damage or loss during return shipping

For your protection, always use:

Tracked shipping
Insurance for valuable modules

7. How to Request a Refund or Return

📱 Text: (587) 402-7431
📧 Email: [email protected]

Please include:

Order number
Photos (if applicable)
Description of the issue

8. Agreement to Terms

By placing an order on EcuMedics.com, you agree to the terms outlined in this policy, including:

Refund requests must be made within 30 days of order date
Diagnostic/bench fees for non-repairable modules
No refunds for remote services after work begins
No refunds for tune files once generated

Need help or have other questions?

Visit our Contact us or email us at [email protected] and we will help the best we can.