Returns & Refunds Policy

Your 14-Day Right of Withdrawal (EU)

If you are a consumer in the EU, you have the statutory right to withdraw from your purchase of physical goods within 14 days of receiving them, without giving a reason. To exercise this right, you must inform us clearly within that period by emailing info@prolazo.com. After we receive your notice, you have a further 14 days to ship the goods back to us.

Condition of Returned Items

• New Items: Must be strictly unused, uninstalled, and in their original packaging with all accessories and manuals included.
• Used Items & Warranty Stickers: To prevent fraud and part-swapping, all used parts are shipped with unique, tamper-evident warranty stickers. Used parts must be returned with these stickers fully intact. You may inspect the item as you would in a shop, but opening the casing or removing the seal is strictly prohibited.
• Electrical Components: Sensitive electronics, ECUs, and wiring harnesses must remain in their sealed, anti-static packaging. If a bare electrical component has been plugged into a vehicle, it is considered installed and cannot be returned.

You may inspect physical items as you would in a retail shop; however, if the item’s value is diminished by handling beyond what is necessary to establish its nature and functioning, a deduction will be applied to your refund.

Please include your original order number inside the package so we can process your return quickly.

What Cannot Be Returned

The following items and services are strictly non-refundable:

• Tampered Parts: Any new or used part where the Prolazo warranty sticker, tamper-evident seal, or serial number has been removed, broken, altered, or defaced.
• Remote Coding & Digital Services: Once the coding session begins with your consent, or digital files have been transferred, you expressly agree that you lose the right of withdrawal.
• VIN-Specific Parts & FSC Codes: Any parts custom-coded, custom-flashed, or made to order for your specific Vehicle Identification Number (VIN). BMW FSC codes are generated exclusively for your vehicle, cannot be resold, and are completely non-refundable once generated.
• Installed Parts: Any physical items showing signs of installation, mounting marks, cut wires, or fitting attempts.

Shipping Your Return

• Return Costs: For change-of-mind returns, the cost of return shipping is the responsibility of the customer.
• Tracking Required: We strongly advise using a tracked and insured shipping method. We cannot issue refunds for returned items that are lost in transit.
• International Returns (Customs): If you are returning an item from outside the EU, you MUST clearly mark the customs declaration as “RETURNED GOODS - FAILED SALE” with a value of $0 for customs purposes. If you fail to do this and we are charged import duties to receive the package, those charges will be deducted directly from your refund.

Refunds

Once we receive and inspect your return, we will process your refund to the original payment method within 14 days. Outbound shipping costs are only refunded if the item was defective or sent in error.

Faulty or Incorrect Items

If a part is defective out of the box or we sent the incorrect item, please contact us at info@prolazo.com immediately. We will cover the return shipping costs and arrange a prompt replacement or full refund. Please note: Claims for faulty used parts will only be accepted if the Prolazo warranty sticker is fully intact, proving the part returned is the exact untampered part that was dispatched. Your statutory warranty rights remain completely unaffected — please see our Warranty page for more details.