When and how you can request a refund at El Torito Cars.
Last updated: September 18, 2026
1.Training courses
Courses are digital products and their refund is subject to the following rules:
·You may request a full refund within 7 days after purchase if you have not watched more than 20% of the course content.
·After 7 days or exceeding 20% viewed, no refund applies, but you can switch enrollment to another course of the same or lesser value.
·If the course is withdrawn from the catalog before you finish it, we refund the proportional unconsumed part or offer an equivalent course.
·There is no refund once the certificate is issued.
2.OBD-II scanner
The scanner has a 6-month factory warranty against manufacturing defects:
·Return within 14 days of receipt: full refund if the scanner is unused, in its original packaging and with all accessories.
·Factory defect (does not turn on, does not connect to the app, damaged component from origin): free replacement or full refund within 6 months.
·Damage from drops, moisture, overvoltage or unauthorized repair attempts: warranty does not apply.
·Shipping cost for defect return is on us; for change-of-mind returns it is on the buyer.
3.Parts
Parts accept refund or exchange in the following cases:
·Wrong part due to our error (brand, model, or part number different from ordered): exchange or full refund, free shipping both ways.
·Part damaged in transit: replacement if you notify us within 48 hours of delivery, with photos of the damage and packaging.
·Incompatibility not disclosed in the catalog: exchange or credit for next purchase.
·Change of mind: we accept returns within 7 days if the part is uninstalled, without signs of use and in original packaging; shipping is on the buyer.
4.Shipping and delivery
About refunding shipping costs:
·Store pickup: no shipping cost, this line does not apply.
·Local shipping: if the package does not arrive within the estimated time (48 business hours) due to our fault, we refund the shipping cost.
·Nationwide shipping (Zoom/MRW): cost is charged by the agency and not managed by us; delays or incidents in transport must be handled directly with the agency.
·If the order cannot be delivered due to an incorrect address provided by the buyer, the cost of reshipping is on them.
5.How to request a refund
The process is simple:
·1. Write to soporte@eltoritocars.com or WhatsApp us at the contact number in the footer.
·2. Indicate your order number, the reason and attach evidence when applicable (damage photos, error screenshots).
·3. You will receive a response within 3 business days with the decision and next steps.
·4. If the product return applies, we will send you a prepaid label (when applicable) or shipping instructions.
·5. Upon receiving the product and verifying its condition, we process the refund.
6.Resolution timelines
We commit to these times:
·Initial response: maximum 3 business days from your request.
·Approval or rejection: maximum 7 business days.
·Refund processing once approved: additional 3–5 business days.
·Total time from request to seeing the money in your account can take 10–15 business days depending on the payment method.
7.Refund methods
The refund is made through the same method used for the original payment:
·Pago Móvil or Bs. transfer: refund in Bs. to the same account that originated the payment, calculated at the BCV rate of the original payment day.
·USD transfer: refund in USD through the same channel.
·If the original method is not available, we will offer credit for future purchases or equivalent alternatives by prior agreement.
·We do not issue cash refunds nor change the currency of the original payment.
8.Cases where refund does not apply
Refund does not apply when:
·Courses with more than 7 days since purchase or 20% of content viewed.
·Certificates already issued.
·Parts already installed, with signs of use or modified by the buyer.
·Scanner with damage from misuse, drops, moisture or repair attempts.
·Delays or incidents in shipments caused directly by Zoom, MRW or the final recipient.
