REMOTE TUNING CANCELLATIONS, MISSED APPOINTMENTS, AND REFUNDS
Remote tuning can be refunded up until a base file has been provided. Refunds will be made for purchase amount, less any merchant transaction fees. If a start up/base tune was provided, there are no refunds on tuning.
We have tuning appointments at 9AM and 1PM EST Tuesdays through Thursdays, and 9AM EST on Fridays only. If you choose not to do an appointment, and instead do a little bit at a time, please keep in mind that our typical email reply time is 1-2 business days.
If you need to reschedule your tuning appointment, please reach out to us with at least 48 hours notice via email or phone call. If you reach out to us inside of the 48 hour window, there will be a $75 surcharge added to your invoice that will need to get paid in order to get back on the tuning calendar. If you are more than an hour late to your appointment, you lose your appointment slot, will be charged a $75 surcharge that needs to be paid prior to scheduling another appointment, and get added back to the tuning calendar.
After Hours Support Policy
All after hours support requests are to be directed to [email protected]. Please include your name, reason for request, and best number to reach you at
Once an email is received and someone is available to assist, we will send an invoice to be paid for two (2) hours of support. Once paid, we’ll reach out either via phone or email to assist. After Hours support is $175/hr, with a two hour minimum. All time that exceeds the initial two hours will be billed at the $175/hr rounded to the nearest half hour.
Terms of Service and Support
Our normal business hours are Mon-Fri 9 AM to 5 PM EST. We do not work weekends or evenings. Our typical response time if you do not have an appointment is 1-3 business days. If you email Friday afternoon it may be Tuesday or Wednesday before you receive a response depending on work load. We strive to have as fast of response times as possible but at this time we can not guarantee responses any quicker than this, especially during our busy season.
We lock our tune files. We have thousands of hours of R&D to develop the intricate understanding of the platform that we have today. You will not be able to edit the tune files that we send you. We also consider all information contained in our tune files to be proprietary and confidential. Do not share any information contained within a tune file with anyone.
If you have a mechanical issue in tuning it is your responsibility to diagnose and fix said issue. At times we may offer complimentary diag support when a customer has bought both parts and tuning from us but that is at our discretion. If you need additional diagnosis support, we can assist remotely for $75 an hour.
All tuning customers will receive support for their tune for 120 day from the delivery of the start up/base tune. It is important that our customers are all receiving the same standard of support. This modification allows us to ensure that everyone is being supported in a meaningful way and has the time to load, test and confirm that their tune is dialed in to their liking. All tunes that remain “open” will be considered complete and delivered at 121 days regardless of expressed customer sign off. We reserve the right to extend this policy on a case by case basis but in general, 120 days from sending of the base file is our support timeline.
RETURN AND REFUND POLICY
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All refunds are subject to a 15% restocking fee. We do not refund shipping costs.
All orders are subject to a 10% cancellation fee to cover the costs of processing including credit card fees.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
We do not offer refunds on electronic items or custom/specialty orders.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale items (if applicable)
Sale items will be refunded at the reduced sale cost.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Dusterhoff Tuning LLC, 11926 Big Canoe, Big Canoe GA 30143, United States.
Shipping
To return your product, you should mail your product to: Dusterhoff Tuning LLC, 11926 Big Canoe, Big Canoe GA 30143, United States
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you place an order to be delivered overseas, all shipping costs are non-refundable. If your customs sends the package back this is outside of our control and we can not refund the cost of shipping.