Exchange and Return Policy

Exchange, Return, and Warranty Policy – Auton


1. Definitions

  • The Company: Auton.
  • The Customer: Any natural or legal person performing a purchase.
  • The Product: All chargers, cables, accessories, and displayed devices.
  • The Service: Includes installation, assessment, extension, operation, and testing.


2. Acceptance and Agreement

Completing an order, paying the value, or receiving the product constitutes an explicit acknowledgment by the customer that they have reviewed and fully agreed to all terms of this policy without any reservations.


3. Right of Exchange and Return (General Conditions)

  • Timeframe: The consumer has the right to request an exchange or return of the product within 7 days only from the date of receipt; no requests will be accepted after this period.
  • Product Condition: The product must be in perfectly intact condition, in its original packaging, and must not have been used, benefited from, installed, or connected to electricity.
  • Inspection: Auton reserves the right to inspect the product before accepting an exchange or return to ensure its integrity.
  • Proof of Purchase: The original invoice must be attached when submitting the request.


4. Cases Where Exchange or Return is Not Permitted

In accordance with regulations and based on the nature of our products, exchange or return requests cannot be made in the following cases:

  • Misuse/Improper Possession: If a defect appears due to misuse, improper storage, or installation by technicians not authorized by the company.
  • Special Orders: If the product was manufactured, modified, or requested with specific specifications (e.g., cables of specific lengths) based on the customer's request.
  • Operation and Installation: Sensitive electrical products where the factory packaging has been opened, or which have been installed, connected to a power source, or had their software activated.
  • Technical Tampering: If security seals or warranty stickers are removed, or if there is an attempt to open the internal parts of the charger.
  • Structural Damage: The presence of scratches, friction marks, or cracks in the charger body or charging cables resulting from testing or field use.
  • Executed Services: Amounts paid for installation services, site inspection, or technical assessment cannot be refunded once the visit is completed and the report is submitted to the customer.


5. Products Linked to Services

Any product installed and operated as part of a service provided by Auton (such as installed chargers) is considered a (Product + Completed Service). It is strictly non-returnable and non-exchangeable after execution, except in the case of a manufacturing defect in the device itself, which would then be subject to the warranty policy.


6. Logistics Costs and Fees

  • Change of Mind: The consumer bears the full cost of shipping (sending and returning). In cases of exceptional approval, an administrative fee of no less than 10% of the order value may be deducted.
  • International Returns: The customer bears all shipping costs, fees, customs, and the delivery of the product to the shipping company.
  • Defects and Errors: In the event of a proven manufacturing defect or an error by the store, the company shall bear the shipping costs and compensate the consumer.


7. Manufacturing Defects and Warranty

  • Defects: In the event of a manufacturing defect, the product will be inspected by Auton or an authorized agent, and repair or replacement will be carried out as the company deems appropriate.
  • Product Warranty: Subject to the manufacturer's policy.
  • Installation Warranty: Auton provides a one-calendar-year warranty on the integrity of execution and technical errors resulting from the installation process only. This warranty does not cover malfunctions resulting from misuse of the charger, public power grid issues, or any external third-party intervention after delivery. This warranty exclusively covers errors resulting from poor execution.


Cases where the warranty is immediately voided:

  1. The customer or any unauthorized third party performs any modifications, repairs, or changes to the electrical connections after the installation team has departed.
  2. Malfunctions resulting from "Force Majeure" or circumstances beyond control (e.g., lightning, fire, floods, or general building voltage fluctuations).
  3. Misuse of the charger or exposing it to environmental conditions that violate the manufacturer's instructions.
  • Visit Fees: During the warranty period, if the fault is found to be due to an installation error, the visit and repair are completely free. If the fault is found to be due to misuse, a problem with the building's electricity, or the device itself (not the installation), the customer shall bear the technical inspection visit fees.


8. Financial Refunds

  • Refunds are processed via the same original payment method.
  • The processing timeframe takes 7 to 14 business days.
  • Auton is not responsible for any delays caused by banks or electronic payment companies.


9. Liability and Limitations

  • The customer must inspect the product immediately upon receipt. In case of any damage resulting from shipping, the store must be notified within a maximum of 24 hours of receipt. After this period, the product is considered received in good condition.
  • Auton's maximum legal liability shall not exceed the purchase value of the product.
  • The company bears no responsibility for damages resulting from force majeure, government regulations, or logistical issues beyond its control.


10. Right to Amend

Auton reserves the right to modify or update this policy at any time. The version published on the website is considered the valid and approved version.