Warranty and Return Policy

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Once purchased, all sales are final. We do not offer refunds for any reason.
If your product is defective and covered under warranty, we will provide a replacement unit—not a refund.

We understand that some customers may want to “try out” a tool, use it for training, create content, or even resolve a one-time job—then return it. Unfortunately, that model simply doesn’t work in a trade like ours.

Our tools are used in critical situations by professionals who rely on them for security, precision, and consistency. Once a product leaves our warehouse, we cannot guarantee it hasn’t been:

• Used for training or content creation
   
• Carried to job sites or handled improperly
   
• Exposed to moisture, temperature swings, or vibration
   
• Used for a one-time job, then boxed back up
   

Because of this, we do not resell used tools, even if they look new. Once the seal is broken, it’s no longer “new” to the next working tech who expects factory-grade performance.
We offer replacements only for verified warranty issues—not refunds for trial use, training, or customer preference.

We do not accept returns for non-defective items unless explicitly authorized in writing.

If a return is authorized:

• It will be for store credit only
   
• Items must be unused and in original packaging
   
• The return must be requested within 30 calendar days of delivery
   
• An approved RMA (Return Merchandise Authorization) is required
   
• All returns are subject to inspection and restocking fees (up to 25%)
   

Return shipping is the customer’s responsibility unless otherwise agreed.

Return Address:
Empathy-On-Wheels™ Pro Tools
ATTN: Returns Department / RMA#
EOW Receiving
9043 Clarke Ridge Rd
Foley, AL 36535

Request an RMA: empathyonwheels@gmail.com

Unless otherwise stated, most Pro Tools products include a 1-Year Limited Warranty covering:

• Internal electronics
   
• Motors, motherboards, and logic components
   
• Manufacturer defects (not user damage)
   

Exclusions:

• Screens, batteries, chargers, cables, cutters, clamps, bits, and other accessories
   
• Cosmetic wear or damage that does not affect function
   
• Damage caused by misuse, moisture, neglect, or unauthorized modification
   

If a tool fails due to a covered issue within one year, we will issue a replacement unit—not a refund.

These tools are precision instruments and carry a 90-day limited replacement warranty.

Devices include:

• Miniature camera modules
   
• LED light components
   
• WiFi-enabled internal boards
   

If a tool has a factory defect, it will almost always show up within 90 days. After that point, failures are typically the result of:

• Rough handling
   
• Internal stress or vibration
   
• Exposure to cold, heat, or moisture
   
• Physical impact, misuse, or improper storage
   

To maintain eligibility for warranty replacement:

• Store in a padded, foam-lined case
   
• Avoid freezing or humid environments
   
• Warm to room temperature before use in cold conditions
   
• Inspect LED arms, connectors, and mounts regularly
   
• Always carry a backup method such as a KW1 Lishi or decoder set
   

If your tool fails under warranty:

1. Email empathyonwheels@gmail.com
    
2. Include:
    
   • Description of the issue
      
   • Original order number
      
   • Photos or a short video of the problem
      

1. We will review and issue an RMA if applicable
    
2. If the returned item qualifies under warranty, we will send a replacement unit
   (not a refund)
    

If the item shows signs of abuse or falls outside the warranty window, we will notify you. Return shipping back to you will be at your expense.

The following are not eligible for return or refund:

• Digital items (software licenses, tokens, activations)
   
• Used or activated programmers
   
• Custom or special-order products
   
• Tools damaged by the user
   
• Items returned without prior written authorization
   

• All returns must be prepaid, insured, and trackable
   
• We are not responsible for lost or damaged return shipments
   
• Original shipping charges are non-refundable
   

This policy is final. No refunds will be issued under any circumstance.
Exceptions must be approved in writing by Empathy-On-Wheels™ management. Verbal agreements or third-party platform posts are not valid modifications of this policy.

Purchasing from us constitutes full agreement with these terms.

We’re here to help.
📧 empathyonwheels@gmail.com