Last updated: 12 November 2026

The website ev.clinic is operated by EVC RESEARCH & DEVELOPMENT d.o.o. za usluge, Ljubljanska ulica 7, 10431 Sveta Nedelja, Croatia, OIB 32246144302, VAT ID HR32246144302, registered at the Commercial Court in Zagreb (Trgovački sud u Zagrebu) under MBS 081622773 (“EVC”, “we”, “us”). E-mail: info@ev.clinic, phone: +385 91 946 6409. Full details are in the Legal Notice.

This policy explains when you can cancel an order, return hardware or get money back, and how a refund is paid. It applies alongside the Terms and Conditions of Sale. In short: hardware can be returned within 14 days by EU consumers; a software licence that has not been activated can be cancelled for a full refund; an activated licence cannot.

1. Cancelling an order

• Hardware — cancel free of charge at any time before dispatch by e-mailing info@ev.clinic with your order number. Anything paid is refunded in full within 14 days. Once dispatched, section 2 applies.
• Software licences — cancel free of charge at any time before activation. Activation happens automatically when the order is completed, normally within minutes of payment, so in practice a paid licence order can be cancelled only if it has not yet been activated on your account; write to us and we check.
• Bank transfer orders — an order not paid within seven days is cancelled by us.

2. Right of withdrawal for hardware (EU consumers)

If you are a consumer in the European Union, you may withdraw from the purchase of hardware within 14 days of the day you, or a third party named by you, receive it, without giving a reason. Tell us within that period by e-mail at info@ev.clinic or by post to EVC RESEARCH & DEVELOPMENT d.o.o. za usluge, Ljubljanska ulica 7, 10431 Sveta Nedelja, Croatia, stating your order number; you may use the model withdrawal form on the Right of Withdrawal page but do not have to. Then send the goods back within 14 days of your notice, to the same address. You bear the direct cost of returning the goods.

Condition of returned hardware

During the withdrawal period you may handle the device only as you could in a shop: unpack it, look at it, check that it is what you ordered. You are liable for any diminished value caused by handling beyond that. Connecting the device to a vehicle or a bench, powering it, pairing it or activating a licence on it is use, not inspection, and reduces the refund by the amount the use has cost in value — in the case of a device that has been connected and used, up to the full price, because a used diagnostic device cannot be sold as new. Return the device complete, with all cables and in its original packaging; serial numbers are recorded before dispatch and checked on return.

Refund

We refund all payments received for the returned goods, including the standard delivery cost, within 14 days of receiving your withdrawal notice. We may wait until the goods are back or you have shown that you sent them. The refund goes to the payment method you used — to the card through Stripe, or to the bank account the transfer came from — at no cost to you. A card refund usually shows on your statement within five to ten business days of being issued.

3. Software licences: no withdrawal after activation

A licence is a digital service that is performed in full the moment it is activated on your account. Before you pay, you tick a box requesting immediate activation and acknowledging that you lose the right of withdrawal once the licence is activated. From that point the purchase is final and non-refundable (Article 16(m) of Directive 2011/83/EU; čl. 79. st. 1. t. 13. Zakona o zaštiti potrošača). This is why the product pages say that licences are not refundable.

That does not take away your statutory rights. If the Software does not do what the product page says — for a vehicle and a setup the page says are supported — contact us; we fix it, and where we cannot fix it within a reasonable time you may ask for a proportional refund or terminate the licence (section 5). A change in what a vehicle manufacturer allows, a vehicle that is offline, an owner who does not approve remote access, or the lack of a Tesla Toolbox Online account on your side is not a non-conformity.

4. Returning a part "to see if it fixes the fault"

Buying a device or cable to test whether it solves a problem, using it, and then returning it is use of the goods, not inspection, and is subject to the full diminished-value deduction described in section 2.

5. Defective, damaged or wrong goods

If hardware arrives damaged, is defective or is not what you ordered, write to info@ev.clinic with your order number and photos. We arrange repair, replacement or a full refund including return shipping, as your statutory rights provide. Consumers have a two-year guarantee of conformity from delivery; business customers have a twelve-month warranty limited to repair or replacement. Report visible transit damage within 48 hours of delivery so that we can claim against the carrier.

6. Business customers

The statutory right of withdrawal is for consumers. Returns of unused hardware by business customers are accepted at our discretion within 14 days of delivery, in the original packaging, against a restocking fee of 15% and at the customer’s shipping cost. Licences bought by business customers are non-refundable once activated.

7. How refunds are paid

Every refund goes back the way the payment came: to the card, through Stripe, or to the originating bank account. We never pay a refund to a different card or account, and we never ask for card details by e-mail or phone. If a refund is due, you do not need to open a dispute with your bank — write to us first; a chargeback on a licence that was activated at your request is contested with the consent you gave at checkout.

8. Cancellations by us

If we cannot fulfil an order — the hardware is out of stock, a sanctions or export rule applies, or we suspect fraud — we tell you as soon as we can and refund everything paid for that order in full.

9. Statutory instructions and the model form

The instructions on the right of withdrawal in the statutory wording, and the model withdrawal form, are on the Right of Withdrawal page.