Shipping, Returns and Warranty Policy

1. Identification and contact

• Seller: CHIPTUNER S.L.
• Tax ID: B24802159
• Registered address: C. Jose Maria Peman 22 B, 29660 Marbella, Málaga, España
• Email: info@chiptuner.net
• Phone: +34 603 58 68 34
• Website: https://chiptuner.net

Requests for a return, withdrawal, incident or warranty must be sent to info@chiptuner.net. Do not send any product back without authorisation and return instructions.

2. Scope and acceptance

These terms apply to products, digital content and services purchased from CHIPTUNER S.L. Placing an order implies acceptance of them together with the specific information shown during the purchase, the quote, the product page, the licence and, where applicable, the specific contract.

The business is aimed mainly at professionals and companies. Where the buyer legally qualifies as a consumer, consumer protection rules apply even if the product is technical in nature.

3. Classification of products and services

For the purposes of this policy, orders may include:

• custom software, files, maps, calibrations or programming;
• technical services carried out according to the customer's data and specifications;
• digital licences, activations, credits or subscriptions;
• hardware tied to a licence, registered with a manufacturer or provider, configured for the customer or bought as a special order;
• standard hardware that is neither customised nor activated;
• digital content or services supplied in a single act or on a continuous basis.

The classification and any specific terms are stated on the product page, the quote, the checkout or the order confirmation where necessary.

4. Accuracy of data and compatibility

The customer must check the characteristics of the product and provide accurate data about the vehicle, ECU/TCU, hardware, software, serial number, VIN or any other necessary information. CHIPTUNER S.L. is not liable for incompatibilities or incorrect results caused by incomplete or wrong data, earlier modifications that were not reported, mechanical faults, poor installation or failure to meet technical requirements, without prejudice to liability that cannot lawfully be excluded.

Before installing or writing files, the customer must make and keep the recommended backups and checks. Products intended exclusively for competition, closed circuits or off-road use must be used only for that purpose and in accordance with the applicable rules.

5. Custom software, bespoke services and digital licences

Professional or business customers

There is no general right of withdrawal. Except for a defect or a breach attributable to CHIPTUNER S.L., returns are not accepted once the analysis or the delivery has started, a file has been generated or delivered, the product has been customised, a credit has been used or a licence has been activated, registered or assigned.

Consumer customers

The statutory exceptions to the right of withdrawal apply only where their requirements are met:

• goods made to the consumer's specifications or clearly personalised may be excluded from withdrawal;
• for services, the right of withdrawal is lost once the service has been fully performed, provided that performance began with express consent and in the knowledge that the right would be lost after full performance;
• for digital content not supplied on a tangible medium, the right may be lost once performance begins, provided the consumer gave prior express consent, acknowledged the loss of the right and received the confirmation required by law;
• if the consumer asks for a service to start during the withdrawal period and withdraws before it is fully performed, they must pay, where legally applicable, the proportionate amount for what has already been delivered.

Where the statutory requirements for an exception are not met, the consumer keeps the right of withdrawal.

6. Activated, registered, customised or special-order hardware

In transactions with professionals, these products cannot be returned voluntarily once activated, registered, customised or specifically ordered, unless agreed otherwise in writing. Proven lack of conformity, manufacturing defects or supply errors are of course handled.

Where the manufacturer or provider requires diagnosis, authorisation or a prior return, the customer must supply the information, the records and the product needed. The manufacturer's involvement does not reduce the mandatory rights a consumer holds against CHIPTUNER S.L.

7. Consumer withdrawal for standard hardware

Unless a statutory exception applies, the consumer has 14 calendar days to notify their withdrawal without having to give a reason. In a sale, the period runs from the day the consumer, or a person indicated by them other than the carrier, takes physical possession of the product.

To exercise it, they must send an unequivocal statement to info@chiptuner.net giving their name, order number, product and decision to withdraw. They may also use this template:

For the attention of CHIPTUNER S.L., info@chiptuner.net: I hereby give notice that I withdraw from my contract of sale of the following goods or service: [description]. Order number: [number]. Date of order or receipt: [date]. Name of consumer: [name]. Address: [address]. Date: [date]. Signature, only if this form is submitted on paper: [signature].

The consumer must return the product without undue delay and, at the latest, within 14 calendar days of notifying the withdrawal. Unless CHIPTUNER S.L. agrees to bear them, the direct costs of the return are borne by the consumer.

The product may be examined as it would be in a shop. The consumer is liable for any diminished value caused by handling beyond what is needed to establish its nature, characteristics and functioning.

8. Returns of standard hardware by professionals

In B2B transactions there is no general right of withdrawal. Any voluntary return requires prior authorisation through an RMA number or confirmation and may be accepted or refused depending on the circumstances of the order.

Where a return is authorised, the following conditions may be required:

• product unused and in resaleable condition;
• complete packaging, accessories, documentation and seals;
• intact and verifiable serial number;
• no activation, registration, tampering, installation or damage;
• insured and properly packed shipment;
• payment by the customer of the agreed transport, customs, diagnosis or refurbishment costs.

9. Shipping and delivery

The available destinations, methods, costs and applicable taxes are shown before the order is confirmed or stated in the quote. Dispatch and delivery times are estimates unless a binding date has been expressly agreed.

An order may be split into several shipments where that is reasonable and does not harm consumer rights. Extraordinary costs arising from an incorrect address, a remote area, redirection, a second delivery, storage, unjustified refusal, duties or import formalities may be passed on to the customer where they were disclosed or are attributable to the customer.

In sales to consumers, the risk of loss or damage passes when the consumer, or a third party indicated by them other than the carrier, physically receives the product, unless the consumer has independently engaged a carrier not proposed by CHIPTUNER S.L.

In B2B transactions, the passing of risk is governed by what is agreed in the quote, order, invoice or applicable logistics term.

10. Transport incidents

The recipient must check the external condition of the parcel on receipt. If they notice damage, an opened package, moisture, impacts or missing items, they must note it on the carrier's delivery slip and keep the packaging.

Any visible damage or missing item should be reported to info@chiptuner.net within the following 48 hours, attaching the order number and photographs of the packaging, the label, the product and the damage. This period helps us handle the claim with the carrier, but it does not remove the consumer's statutory rights for lack of conformity.

11. Warranty and lack of conformity

Consumers

For new goods, CHIPTUNER S.L. is liable for any lack of conformity that appears within three years of delivery. For digital content or services supplied in a single act or in a series of individual acts, the statutory period is two years from supply. For continuous digital supply, liability lasts for the agreed supply period, subject to the minimums set by law.

Where there is a lack of conformity, the consumer is entitled to the remedies provided by law, including bringing the goods into conformity, repair or replacement where applicable and, in the cases set out by law, a price reduction or termination. The remedies are free of charge and are carried out within a reasonable time and without significant inconvenience.

Professionals and businesses

The warranty is governed by the contract, quote, invoice, licence and the terms of the manufacturer or provider, together with the applicable civil and commercial law. Depending on the case, the remedy may consist of diagnosis, correction, repair, replacement, reactivation or an equivalent technical measure.

Custom software and calibrations

Cover extends to correcting reproducible errors attributable to the work delivered within the agreed scope. It does not include new features, changes of mind on the customer's part, later modifications to the vehicle or equipment, or additional work not included in the original order.

12. Exclusions

The following are not defects attributable to CHIPTUNER S.L., provided a causal link is established:

• installation, reading, writing or use contrary to the instructions;
• source data or files that are incorrect, incomplete, damaged or do not match the vehicle or equipment;
• pre-existing mechanical or electronic faults, poor servicing or incompatible components;
• later tampering, repair or modification by the customer or by unauthorised third parties;
• overvoltage, reversed polarity, unstable power supply, moisture, fire, impacts, contamination or improper storage;
• normal wear, consumables or parts with a limited service life;
• altered serial number, removed traceability, a broken seal where it is needed to establish the integrity of the product, or a licence shared or used against its terms;
• use in a technical environment that does not meet the requirements disclosed before the order.

These exclusions do not deprive the consumer of their rights where the lack of conformity existed at the relevant time or is legally attributable to CHIPTUNER S.L.

13. RMA procedure, incidents and warranty claims

Before sending a product back, write to info@chiptuner.net and include:

• name or company and order or invoice number;
• product, reference and serial number;
• a clear description of the incident;
• the vehicle, equipment, version or environment it is used in, where relevant;
• available evidence, such as photographs, videos, logs, readings or error messages;
• any additional technical tests reasonably needed for the diagnosis.

CHIPTUNER S.L. provides instructions, the shipping address and, where applicable, an RMA reference. The customer must remove any data or accessories that are not needed and pack the product properly. Cash-on-delivery shipments and unauthorised returns are not accepted, unless a mandatory rule provides otherwise.

14. Refunds

Where a consumer validly exercises the right of withdrawal, CHIPTUNER S.L. refunds the payments received, including the cost of standard delivery where applicable, within 14 calendar days of the notification. The refund may be withheld until the product is received or proof of its return is provided, whichever happens first. The extra cost of a delivery method more expensive than the standard delivery offered is not refunded.

The refund is made using the same means of payment, unless expressly agreed otherwise at no cost to the consumer.

For authorised B2B returns, the credit is issued as agreed and the logistics, financial, diagnosis or refurbishment costs previously disclosed and legally permitted may be deducted. An internal credit note replaces a refund only where the customer accepts it or the applicable B2B agreement provides for it.

15. Amendments

CHIPTUNER S.L. may update this policy following legal, operational, technical or provider changes. The version applying to each order is the one accepted at the time of purchase, except for mandatory changes that are more favourable or required by law.

For assistance, write to info@chiptuner.net or call +34 603 58 68 34.