RETURNS AND EXCHANGES
Navigating returns and exchanges can be a sensitive process, and we're here to support you every step of the way. Unlike retail giants like Costco or Amazon, we have specific guidelines for returning used or installed items. Please refrain from packing and shipping them back in a carton box, as this approach is not conducive to our process.
Rest assured, we guarantee the functionality of all our shipped HID kits, LED kits, and LED products. Each item is documented with a photo of it in operation (turned ON), which is included in every shipment and archived alongside your receipt. If you encounter any issues after installation, consider checking your setup. In many cases, a simple adjustment, such as rotating the power plug 180 degrees to reverse the polarity, can resolve the problem. It's important to note that once a product is installed, it is deemed non-returnable and non-refundable. If a product malfunctions within its specified warranty period, a replacement will be promptly dispatched. Please be aware that shipping charges will apply.
To initiate a return or exchange, please ensure the following conditions are met:
- Contact us at 604-791-9027 to discuss the issue you're experiencing. Often, it may be a minor installation oversight or the need for an additional component to ensure your lights function optimally.
- Submit your return request within 7 business days of receiving the item(s).
- Items that do not physically fit your vehicle due to reasons unrelated to our product will be eligible for an exchange only.
- Only items that have not been installed can be returned or exchanged.
- Returned items must be in their original condition and packaging, without any signs of damage.
- All accessories, paperwork, and parts must accompany the item for it to be eligible for return or exchange.
- Accepted returns are subject to a 10% restocking fee.
- Please note that shipping and handling charges are non-refundable.
- If you paid by PayPal and want to return a product, the PayPal fee paid to PayPal WILL BE subtracted from the refund amount. This is due to PayPal's policy update dated March 16, 2020, which states: "...effective May 19, 2020, PayPal will no longer refund PayPal fees on purchase refunds".
- If you paid by credit card, the credit card processing fee will be deducted from the refund. This adjustment arises from credit card companies no longer refunding the processing fee on customer refunds as of that date. This change will be in place from June 6, 2023.
USA Customer Warranty and Returns: When completing the Customs Form, kindly refrain from indicating the full value paid for the item. This is a return or warranty item with a value of $0, not a sale. Failure to properly complete the Customs Form may result in the items being returned to you.
At HID Vision Canada, we stand behind the quality of every product we offer, backed by the manufacturer's warranty. It's important to note that the duration and terms of the warranty may vary depending on the specific product and its manufacturer. Should you require warranty service for a product purchased from HID Vision Canada, we kindly ask you to initiate the process by calling 604-791-9027 to discuss the issue with our team.
Our utmost priority is your satisfaction, and we are committed to addressing any concerns both during and after the warranty period. In the event that a product experiences a malfunction within its designated warranty period, we will promptly furnish you with a complimentary replacement. Please be aware that shipping charges associated with the replacement will apply, and must be settled prior to the dispatch of the new product. Your peace of mind and contentment remain our central focus throughout this process.
WARRANTY LENGTH BY PRODUCT
35W & 55W HID kits - 12 months
75W HID kits - 3 months
LED bulbs - 1 month
LED lightbars & LED Work Lights - 12 months
LED headlight kits - 12 months
JEEP LED headlights, fog lights, tail lights, marker lights, and signal lights - 12 months
Harley Davidson - all lights - 12 months
Our warranty covers LED headlights, LED bulbs, and LED & HID kits, including bulbs and ballasts, that have been correctly installed and experience a failure to operate under standard operating conditions within the specified warranty period. Please note that during the warranty period and thereafter, we do not offer returns or refunds. Instead, we provide exchanges for any faulty bulbs, drivers, or ballasts. Your satisfaction and the proper functioning of our products remain our utmost priority.
Please be aware that the warranty does not extend to cover breakage or explosion of any LED or HID products resulting from improper installation or mishandling. Additionally, it does not encompass damage to bulbs or ballasts arising from automotive accidents, electrical shortages due to incorrect installation, vehicle electrical issues, wiring problems within the vehicle, water damage, fire incidents, or acts of nature. It's important to note that the warranty also does not encompass any damage that may occur to the vehicle during or after the installation process. Thank you for your understanding.
REPLACING AN ITEM UNDER WARRANTY?
Your satisfaction is our priority, and we're here to assist you with any issues you may encounter. To start the warranty claim process, please reach out to us via telephone at 604-791-9027. Kindly explain the nature of the problem you are experiencing so that we can provide you with the appropriate support.
In some cases, as part of the warranty claim process, we may request that you capture photos or videos of the product in question before we dispatch a replacement. This helps us better understand the issue and ensures a swift resolution.
Should any LED headlight, LED bulb, or component of an LED/HID kit encounter a malfunction within the specified warranty period, rest assured that we will supply you with a replacement free of charge. It's important to note that while we cover the replacement product, customers are responsible for covering the shipping charges associated with warranty items. However, in the vast majority of cases, you will not be required to return the non-functioning product to us, simplifying the process for your convenience. Your satisfaction and hassle-free experience remain our top priorities.
SPECIAL ORDER ITEMS
Special order items, which are products not typically held in our regular inventory but available upon request, are eligible for warranty coverage. It's important to note that these items are non-returnable and non-refundable under any circumstance. In the event that a special order product experiences a malfunction within its warranty period, it will be promptly replaced with either the same model or an updated version.
To ensure you select the right product for your vehicle before placing a special order, our team is more than happy to assist you in making an informed decision. Your satisfaction with your special order item is of paramount importance to us, and we're committed to providing you with quality products that meet your specific needs.