Reimbursement policy
Last updated: July 2025
1. Right of withdrawal
In accordance with the legislation in force, the buyer has a legal period of 14 days from receipt of the order to exercise their right of withdrawal, without having to justify their decision, except for custom-configured products within the meaning of Article 5 (programmed modules, screens, etc.).
This period is extended to 45 days on a commercial basis for standard products, excluding custom-configured products referred to in Article 5. Returns are accepted only after a complete diagnosis with our technical support and if no technical or compatibility solution (update, remote troubleshooting, module replacement, etc.) has resolved the problem.
If no compatible solution exists for the vehicle, a full refund is guaranteed.
2. Return eligibility conditions
A product may be returned only if all of the following conditions are met:
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No technical solution or compatibility solution has made it possible to resolve the reported issue after intervention by our support team (remote assistance, update, module replacement where possible).
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The product is new, unused, with no signs of wear or damage
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The product is complete, in its original packaging, with all supplied accessories
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The return request is validated in advance by customer service
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Returns that do not comply with the above conditions will be automatically refused.
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Products purchased with a discount equal to or greater than 10 %: these products are not eligible for an automatic refund. As a general rule, an exchange or replacement will be offered. A refund may exceptionally be granted subject to approval by the relevant department.
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No response from the customer: when information is required for configuration or compatibility verification (photos of the screen, vehicle details, etc.) and the customer does not respond within a reasonable time, Carplaygo reserves the right to cancel the order with administrative fees applied.
Certain configured or personalized products may be subject to specific conditions (for example, modules programmed to order and multimedia screens). These cases are detailed in Article 5 below.
3. Return and deprogramming fees
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Return shipping costs are borne by the buyer
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The return must be made via tracked registered parcel post (Colissimo or equivalent)
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For custom-programmed modules, a €79 fee will be deducted from the refund to cover technical deprogramming operations. This fee may be added to the 10% administrative fee in the event of customer cancellation after a compatible solution has been confirmed.
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Initial shipping costs are non-refundable
4. Refund
The refund is initiated after receipt and inspection of the returned product.
The amount is credited back within 7 business days via the original payment method, minus any applicable fees (deprogramming, 10% administrative fee in the event of cancellation, shipping costs, where applicable).
The refund is issued via the same payment method used at the time of purchase.
When no compatible solution can be found for the vehicle, no fees are applied: the refund is full.
5. Customized products
Standard products are eligible for return subject to conditions.
Products configured to order are not eligible for the right of withdrawal.
In accordance with Article L221-28, 3°, which provides an exception to the right under L221-18 of the French Consumer Code for:
“Goods made to the consumer's specifications or clearly personalized.”
Our CarPlay and Android Auto interface modules are configured specifically to order based on:
• the information provided by the customer (license plate, vehicle model and version),
• as well as the photos systematically requested when ordering in order to guarantee perfect compatibility with the vehicle.
Consequently, the statutory 14-day right of withdrawal does not apply to these products.
If, after a full diagnosis, no compatible solution can be found for the vehicle, the customer is entitled to a full refund.
However, if a compatible solution has been confirmed and the customer cancels, a 10% administrative fee and, where applicable, the €79 flat fee for modules already programmed may be applied.
6. Return procedure
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Send a request to service@carplaygo.com with the order number and a precise description of the problem
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A diagnosis will be carried out by technical support (remote assistance, updates, etc.) to try to find a technical or compatibility solution.
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If no solution is possible and that the product is eligible, the return address and instructions will be provided. In this case, the refund is full.
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The product must be returned by tracked registered parcel
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The refund is issued after inspection of the returned product, in accordance with the conditions and fees mentioned in Articles 2, 3 and 4.
7. Special cases
The following cases are not considered product defects and do not justify a return:
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Absence of factory Bluetooth or auxiliary input in the vehicle
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Incompatibility with steering wheel controls, buttons or secondary displays, touchscreen.
- Automatic smartphone connection to the module when the vehicle key is detected nearby (the phone may then prioritize the module instead of another Wi-Fi network if the vehicle is too close).
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Operation of CarPlay or Android Auto differs from the vehicle manufacturer’s original system
8. Contact
Email : service@carplaygo.com
Phone : +33 6 44 66 85 54
Hours : Monday to Saturday, 9 a.m. to 7 p.m.
