FREQUENTLY ASKED QUESTIONS
Last updated: 14 October 2026
These FAQs provide general information about TAGEX automotive diagnostic equipment and purchases made through tagex.shop. The confirmed product page, order confirmation and applicable store policies provide the complete terms for a specific order. Mandatory consumer rights remain unaffected.
1. WHAT IS TAGEX?
TAGEX is the trading brand used by TRADING AG LTD for automotive diagnostic equipment and related products offered through tagex.shop.
TAGEX is a brand and is not a separate legal entity. The seller and contracting party for purchases made through tagex.shop is TRADING AG LTD.
2. WHAT PRODUCTS DOES TAGEX OFFER?
TAGEX offers automotive diagnostic equipment and may offer related accessories or services.
The exact product name, model, functions, package contents, included accessories, software, variants and price are displayed on the relevant product page and in the order confirmation. An item is included only when it is expressly listed as included.
3. WHICH VEHICLES ARE SUPPORTED?
Vehicle compatibility may depend on:
- vehicle manufacturer;
- model and model year;
- engine, transmission and drivetrain;
- installed electronic control units;
- regional vehicle specification;
- communication protocol;
- manufacturer security restrictions;
- diagnostic-device software version; and
- vehicle software version.
Contact customer service before purchasing if support for a particular vehicle or function is essential.
4. DOES THE DEVICE SUPPORT FULL-SYSTEM DIAGNOSTICS?
Some eligible TAGEX products may access multiple electronic vehicle systems and may support functions such as reading or clearing diagnostic trouble codes and viewing live data on compatible vehicles.
Access to every system cannot be guaranteed for every vehicle. Only functions expressly stated on the relevant product page or confirmed in writing for the specified vehicle should be treated as supported.
5. DOES THE DEVICE SUPPORT ACTIVE OR BIDIRECTIONAL TESTS?
Active or bidirectional tests may be available on eligible products for compatible vehicles and control units where this is expressly stated on the product page or confirmed by TAGEX customer service.
Available tests vary by vehicle. An active test must never be performed while a person is close to the component being operated.
6. DOES THE DEVICE SUPPORT ECU CODING, ADAPTATION OR PROGRAMMING?
ECU coding, adaptation, learning or programming functions may be available only on eligible products and compatible vehicles or control units.
The available functionality may depend on the vehicle manufacturer, model, model year, regional configuration, control unit, security access and software version. These functions may require professional automotive knowledge and stable vehicle voltage.
7. WHICH SERVICE AND RESET FUNCTIONS ARE AVAILABLE?
Service and reset functions vary by product, vehicle and installed control unit. Examples shown in advertising or general descriptions do not guarantee that every function is available for every vehicle.
Check the relevant product page or ask customer service to verify a required function before purchasing.
8. DOES THE DEVICE SUPPORT CAN FD OR DOIP?
Protocol support is product- and vehicle-specific. CAN FD, DoIP or another protocol is supported only when it is expressly stated for the relevant product and compatible vehicle.
Contact customer service before purchasing if a particular protocol is required.
9. HOW DOES A VEHICLE COMMUNICATION INTERFACE CONNECT?
Where a confirmed package includes a vehicle communication interface, diagnostic adapter, cable or other connector, use it only as described in the instructions supplied with that product.
Do not assume that a wireless interface, cable or adapter is included unless it is listed in the confirmed package contents. Follow the supplied connection and safety instructions and applicable vehicle-manufacturer procedures.
10. HOW CAN I CHECK COMPATIBILITY BEFORE BUYING?
Contact customer service and provide:
- vehicle manufacturer;
- vehicle model;
- model year;
- engine, transmission or drivetrain specification;
- country or regional vehicle specification;
- vehicle identification details reasonably requested for the check; and
- the diagnostic, coding, service or reset function required.
We will assess compatibility using the information reasonably available. Compatibility guidance is limited to the specific vehicle information and requested function supplied by the customer.
11. CAN I USE THE EQUIPMENT MYSELF?
The intended user level depends on the product and function. Some basic diagnostic functions may be suitable for experienced vehicle users, while coding, programming, adaptations and active tests may require a qualified automotive technician.
Always follow the product instructions, safety warnings and applicable vehicle-manufacturer procedures.
12. WHAT SAFETY PRECAUTIONS SHOULD I TAKE?
When using automotive diagnostic equipment:
- secure the vehicle against unintended movement;
- keep people, cables and equipment away from moving or hot components;
- provide adequate ventilation when an engine is running indoors;
- maintain stable vehicle voltage during coding or programming;
- use only compatible cables, adapters and electrical systems;
- do not interrupt critical operations; and
- keep all persons away from components operated during an active test.
Do not connect a product directly to an unsupported electrical system, including an unsupported 24-volt vehicle system.
13. ARE ANY USES PROHIBITED?
TAGEX products must not be used unlawfully to:
- manipulate an odometer;
- gain unauthorised access to a vehicle;
- bypass anti-theft, security or manufacturer-access controls;
- disable mandatory emissions-control systems;
- disable required vehicle-safety systems; or
- make another unlawful vehicle modification.
14. HOW LONG ARE SOFTWARE UPDATES INCLUDED?
Eligible TAGEX automotive diagnostic equipment includes five years of free software updates beginning on the date the device is first activated.
During that period, updates generally released for the software supplied with the eligible device are provided without an additional software-update fee.
15. WHAT MAY SOFTWARE UPDATES INCLUDE?
Updates may include:
- corrections to existing software;
- updates to supported vehicle data;
- compatibility improvements;
- improvements to existing diagnostic functions; and
- other software changes released for the eligible device.
The update commitment does not guarantee support for every future vehicle, control unit, manufacturer security system or newly developed function.
16. CAN I USE THE DEVICE AFTER THE FIVE-YEAR UPDATE PERIOD?
After the five-year free-update period ends, the device may continue to be used with the latest installed software version, except for functions that reasonably require an active online service, current third-party access or a continuing subscription.
Optional updates or online services may be offered for a fee after the free-update period. Any price and conditions will be disclosed before purchase.
17. IS A HARDWARE WARRANTY INCLUDED?
Yes. TRADING AG LTD provides a voluntary five-year commercial hardware warranty for eligible TAGEX automotive diagnostic equipment.
The five-year warranty period begins on the date the device is first activated. The precise coverage, exclusions and claim procedure are described in the warranty information supplied with or made available for the relevant product.
The commercial warranty is additional to, and does not replace or restrict, any mandatory statutory rights concerning defective or non-conforming goods.
18. WHICH MARKET, LANGUAGE AND CURRENCY DOES THE STORE USE?
Poland is the primary target market of tagex.shop. The store language is English, and prices for customers in Poland are displayed in Polish zloty (PLN).
Another country is available only when it has been enabled and can be selected as a delivery country during checkout. For another supported market, the currency and order total are those displayed at checkout.
19. DO I HAVE TO PAY IN ADVANCE?
No. Cash on Delivery (COD) is the payment method currently offered for eligible orders. No online advance payment is required.
The customer pays the confirmed total when the parcel is delivered. COD availability for a selected destination will be confirmed at checkout.
20. IS THERE A CASH-ON-DELIVERY FEE?
No. The COD fee is 0.00 PLN for Poland, or 0 in the checkout currency for another supported market.
The full amount payable is displayed before the order is submitted.
21. ARE SHIPPING, CUSTOMS DUTIES AND IMPORT CHARGES INCLUDED?
Standard shipping to supported delivery countries is free.
TRADING AG LTD bears customs duties and mandatory import-related charges arising under the delivery terms offered by the store. Customers should not be required to pay undisclosed mandatory shipping, COD, customs or import charges when the parcel is delivered.
If a carrier or customs representative requests an unexpected payment that was not disclosed at checkout, contact customer service before paying where reasonably possible.
22. WHICH COUNTRIES DO YOU DELIVER TO?
Poland is the primary delivery market.
Another country is included only if it is clearly available for selection as a delivery country during checkout. Product availability, COD availability and delivery services may vary by destination.
23. WHERE ARE ORDERS DISPATCHED FROM?
Orders are dispatched from:
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
24. WHICH LOGISTICS PROVIDER DO YOU USE?
Orders are normally shipped through PFC Royal Logistics or an appropriate delivery partner used by that service. The carrier shown in the dispatch or tracking information applies to the individual shipment.
25. HOW LONG DOES DELIVERY TAKE?
Orders are normally processed within 2 business days.
After dispatch, the estimated transit time is 7-15 business days. The normal estimated total delivery time is therefore 9-17 business days.
Saturdays, Sundays and applicable public holidays are not counted as ordinary business days. Delivery estimates are not guaranteed dates unless expressly confirmed as such.
26. IS STANDARD SHIPPING FREE?
Yes. Standard shipping to supported delivery countries is free, with no minimum purchase value.
27. WILL I RECEIVE TRACKING INFORMATION?
Where tracking is available for the selected service, tracking details are provided after dispatch. Tracking events may take time to appear after the parcel is transferred to the logistics provider.
Contact customer service if tracking remains unavailable or does not update for an unusual period.
28. CAN I CANCEL MY ORDER?
If the order has not been dispatched, contact customer service as soon as possible. We will make reasonable efforts to cancel an order whose fulfilment process has not started.
Cancellation cannot be guaranteed after fulfilment has started or the parcel has been dispatched. Applicable statutory withdrawal rights and the TAGEX voluntary return policy remain unaffected.
29. CAN I RETURN A PRODUCT?
Yes. TRADING AG LTD provides a 30-day return window for eligible products purchased through tagex.shop.
For consumers in Poland, the first 14 days generally include the statutory right to withdraw from an eligible distance contract without giving a reason. From day 15 through day 30, eligible returns remain available under the additional voluntary TAGEX return commitment.
Consumers in other supported countries retain the mandatory rights applicable to their orders.
30. WHO PAYS THE RETURN SHIPPING COST?
TRADING AG LTD covers the reasonable direct return shipping cost for an eligible return made within the TAGEX 30-day return window, provided that the customer uses the approved prepaid return method.
Contact customer service before sending the product. We will provide a printable prepaid return label or another approved prepaid return method for an eligible return from a supported delivery country.
31. ARE RESTOCKING OR REFUND-PROCESSING FEES CHARGED?
No. We do not charge a restocking fee, return-authorisation fee or refund-processing fee for an eligible return.
32. HOW LONG DOES A REFUND TAKE?
Approved refunds are operationally processed within 7 calendar days after the returned product has been received and inspected.
For a statutory withdrawal, reimbursement is made without undue delay and no later than 14 days after we are informed of the withdrawal, subject to the lawful right to wait until the returned goods or evidence of dispatch are received. A mandatory statutory deadline is not extended by our operational processing period.
The receiving financial institution may require additional time to credit a bank transfer.
33. HOW ARE CASH-ON-DELIVERY ORDERS REFUNDED?
Because a COD payment cannot be refunded to an electronic original payment method, an approved COD refund is made by bank transfer to the customer's nominated bank account after the customer expressly agrees to that refund method. Another refund method may be used only where expressly agreed with the customer.
We may request only the information reasonably necessary for the transfer, such as the account-holder name, IBAN and BIC or SWIFT code where required.
We will never request:
- a payment-card PIN;
- a CVV or CVC security code;
- an online-banking password;
- a one-time authentication code; or
- bank-account login credentials.
34. WHAT SHOULD I DO IF A PRODUCT IS DAMAGED, DEFECTIVE, INCOMPLETE OR INCORRECT?
Contact customer service as soon as reasonably possible and provide:
- the order number;
- a description of the problem;
- the device serial number where available; and
- photographs of the product and packaging where available.
TRADING AG LTD covers the necessary return shipping cost for an eligible damaged, defective, incomplete, incorrectly supplied or otherwise non-conforming product.
Depending on the circumstances and applicable law, the remedy may include repair, replacement, price reduction, contract termination or refund. A delayed report does not automatically remove mandatory consumer rights.
35. WHAT IS THE RETURN ADDRESS?
Unless customer service provides a different address for a particular return, the return address is:
TRADING AG LTD / TAGEX Returns
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
Contact customer service before dispatch so that the return can be identified and the prepaid return method can be provided. Do not send a return cash on delivery or to another address unless expressly authorised in writing.
36. WHO OPERATES THE STORE?
TAGEX is operated by:
TRADING AG LTD
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
Legal form: Private limited company
Registered in: England and Wales
UK company number: 14938252
Responsible director: Andrei Garaba
TRADING AG LTD is the website operator, seller, contracting party, provider of the voluntary commercial hardware warranty and customer-service contact for purchases made through tagex.shop.
37. HOW CAN I CONTACT CUSTOMER SERVICE?
Email: zhangenxiang1160449530@gmail.com
Telephone: +44 7347 959475
Website: https://tagex.shop
Customer service hours:
Monday to Friday: 09:00-17:00 UK local time (GMT or BST, as applicable)
Saturday and Sunday: Closed
Messages received outside these hours are normally handled on the next business day.