Effective Date: October 19, 2026

This Refund and Returns Policy is formally issued by DLV PLUS SARL, the operator of our official e-commerce website www.dlvplussarl.com, whose registered office is located at 4 Rue d’Arlon, L-8399 Windhof (Koerich), Luxembourg. For any inquiries related to return processes, eligibility verification, or policy clarifications, you may reach our dedicated after-sales support team via email at [email protected], or call us at +352 27 39 54 45 during our business hours from 9:00 to 17:00 CET on workdays.

As a retailer of premium car tools curated for every ride, we are committed to delivering tried, trusted car gear that meets high quality standards, and building a fair, transparent after-sales ecosystem that protects the legitimate rights and interests of both our customers and our business. This policy is formulated in full compliance with the EU Directive (EU) 2023/2673, Luxembourg consumer protection regulations, and applicable e-commerce compliance rules across the European Economic Area, with a core principle that ‌no standalone “refund without return (only refund)” requests are permitted under any circumstances‌, to eliminate malicious false claims and ensure equal fairness for all parties of the transaction.

1. Core Non-Only-Refund Rule

To avoid misunderstandings at the very start, we explicitly clarify that no “only refund” (the request to receive full or partial monetary compensation without returning the purchased physical car tools to us) is allowed across all order scenarios on www.dlvplussarl.com:

• Even if customers claim there are minor quality defects, package damages, or order discrepancies for the received car tools, full or partial monetary refunds can only be approved after the corresponding products are successfully returned to our designated return warehouse, and pass our official quality verification.
• We never offer automatic system approval for any type of standalone only-refund application, and our customer support team has no authorization to unilaterally approve a refund for any order where the customer has not returned the corresponding purchased car gear.
• For any requests that attempt to claim refunds without returning the products, our team will directly provide clear policy notifications, request the customer to initiate a formal product return process, and will never process any only-refund demands regardless of supporting reasons unless required by binding local mandatory consumer laws that cannot be contractually excluded.

This rule is designed to prevent malicious after-sales fraud that results in customers gaining free products while causing uncompensated inventory and operational losses to our business, ensuring that we can continue to provide cost-effective premium car tool products and stable shopping experience for all users on our platform.

2. General Return Eligibility

All regular car tool products listed on www.dlvplussarl.com, including our new car tools drop collections and most-loved car gear in stock, are eligible for return only if they meet all the following criteria:

• The return application is submitted within the 14-day cooling-off period, counted from the day after you sign for the receipt of the parcel. Customers can find the official one-click withdrawal button in their order details page, which allows for a no-multi-layer-navigation, one-click submit return application as required by EU 2026 new rules, and the system will send an instant confirmation email with all required return details after submission.
• The returned product must retain all original factory labels, user manuals, unopened accessories, original retail packaging, and shows no signs of personal use, modification, dirt adhesion or operation damage that would affect its secondary sales as brand new premium car gear.
• The product is not listed in the category of non-returnable goods: custom car tools processed per your exclusive personalized specifications, seal-broken precision calibration tools that are not suitable for return for hygiene reasons, and car care chemical products with opened seals are not eligible for return after delivery.
• The return application must not be submitted based on fabricated quality problems, false logistics damage claims, or other malicious pretexts aimed at obtaining free products.

3. Standard Return Process

All eligible return requests follow the standardized process below, with no exceptions for skipping the product return step to process direct only-refund:

1. ‌Application Submission‌: Log in to your account on www.dlvplussarl.com, navigate to the corresponding order detail page, select the specific car tools you want to return, choose the accurate return reason, and click the standardized confirm withdrawal button to finish submission. The system will automatically generate a pre-paid return label and our local Luxembourg return warehouse address immediately, which will be sent to your registered email with a timestamped confirmation receipt.
2. ‌Product Shipment‌: Print the provided pre-paid return label, pack the to-be-returned car tools completely in a secure parcel, and drop off the parcel at the designated courier pickup point shown in the return notification. You do not need to bear extra return shipping fees for standard eligible return requests in EU regions.
3. ‌Warehouse Verification‌: Our after-sales inspection team will check the returned products within 3 working days after the parcel is delivered to our return warehouse, confirm that the products meet all return eligibility criteria, and record the verification result in your order system log.
4. ‌Refund Execution‌: After the inspection is passed, we will initiate the full refund to your original payment method within 14 calendar days. The actual arrival time of the fund may take 5 to 10 working days, depending on the processing speed of your card-issuing bank.

4. Special Dispute Handling Rules

For scenarios where customers raise product quality disputes, the non-only-refund rule still applies:

• If you claim the received car tools have functional failures that do not match the product description, you can provide short demonstration videos or clear defect photos to our support team. Our team will first verify the authenticity of your claim, and if the issue is confirmed, we will still require you to return the problematic product to us before processing the full refund, or arrange a free replacement of the qualified car tool for you after we receive the returned defective unit.
• If there is damage to the outer package of the parcel during transportation but the internal car tools are intact and functional, we do not support any refund request. If the internal product is indeed damaged during transit, we will require you to submit the complete unboxing video, return the damaged product to us, and process the full refund after verifying the damage situation.

DLV PLUS SARL reserves the final interpretation right of this Refund and Returns Policy within the scope permitted by applicable Luxembourg laws. If you have any questions about any clause in this policy, feel free to contact our support team at any time for professional and timely assistance.