Frequently asked questions (FAQ):

1. Do I have to pay any TAXES?

If you are in EUROPE – no extra taxes, if you are not based in EUROPE – import taxes will apply ONLY FOR PHYSICAL PRODUCTS based on your country’s legislation (please contact us for more details).

2. Can you send me more pictures of the item?

Yes, we can send more pictures before you buy, but we promise you will receive your item in mint condition, no matter if you ask for more pictures or not (we do not sell bad quality / overused items).

3. Can you help installing my item?

We can pre-code your item by your VIN and help you with remote coding if needed, please choose these options as you buy the item. We are an online shop, we do not have workshop / service locally to fit your item.

4. What other parts do I need when retrofitting NBT or EVO?

It depends on your current setup, please check our full kits for NBT and EVO retrofits.

5. When you will dispatch my item and when I will get it?

We usually dispatch same or next working day. If you ordered pre-coding service, it will take an additional 1-2 working days. Digital products are delivered in 24 hours. Physical products takes 3-5 working days to EUROPE, 5-10 working days WORLDWIDE. We ship by DHL or TNT.

6. How I can get your items at a lower price?

We apply better prices for orders with 5 items and more, so please contact for special price for bigger order.

7. What is your return policy?

Please read our return policy at the end of this page.

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If you have more questions about the products, please do not hesitate to ask!


     

    Return & Refund Policy

    Last Updated: February 25, 2026

    At PROLAZO, we stand behind the quality of our retrofits, software activations, and parts. We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a 30-Day Money-Back Guarantee subject to the terms and conditions outlined below.

    1. 30-Day Money-Back Guarantee

    If you are not entirely satisfied with your purchase, you have 30 days from the date of purchase to request a full refund. This guarantee applies to both our digital/software retrofits (such as CarPlay, Android Screen-Mirroring, Video-in-Motion) and physical products, provided they meet the eligibility criteria below.

    2. Digital Products & Software Activations

    Because of the nature of digital goods and VIN-specific coding:

    • Unused Activations: If you purchased a software activation (via ENET or USB) but have not yet generated the activation code or connected it to your vehicle, you are eligible for a full, no-questions-asked refund within 30 days.

    • Compatibility Issues: If you purchased a software retrofit and it is incompatible with your specific vehicle (despite your vehicle being listed in our compatibility guide), we will provide a full refund.

    • Technical Failures: If the software fails to install or activate properly, please contact our support team. We require that you allow our technical support team to assist you in troubleshooting the issue. If we are unable to resolve the issue and make the product work as advertised, a full refund will be issued.

    • Successful Activations: If the software has been successfully installed, activated, and tied to your vehicle’s VIN, and is functioning properly, it is generally exempt from being returned due to “change of mind,” as VIN-specific coding cannot be resold.

    3. Physical Products (Wiring, Replacement Parts)

    To be eligible for a return on physical shop items:

    • The item must be unused, unaltered, and in the same condition that you received it.

    • It must be in the original packaging.

    • Any physical damage caused by improper installation or mishandling will void the return eligibility.

    • Customers are responsible for the return shipping costs for physical items unless the item received was defective or incorrect.

    4. How to Initiate a Return

    To start a return or request a refund, please follow these steps:

    1. Contact our customer support team at info@prolazo.com.

    2. Include your Order Number, the VIN of the vehicle (if applicable to your order), and a brief explanation of why you are requesting a refund.

    3. If reporting a technical issue, please attach photos or screenshots of the error code or screen so our technicians can review it.

    5. Processing Your Refund

    Once your return request is received and inspected/verified, we will send you an email to notify you of the approval or rejection of your refund.

    • If approved, your refund will be processed, and a credit will automatically be applied to your credit card, PayPal account, or original method of payment.

    • Please allow 5–10 business days for the funds to appear in your account, depending on your bank or payment provider.

    6. Exceptions & Non-Refundable Items

    • Customized coding services that have already been successfully completed.

    • Physical items that have been installed, spliced, or modified by the user.

    • Shipping costs (if applicable) are non-refundable for physical item returns unless the return is a result of our error.