Help Desk: FAQ

Returns & Exchanges, Warranties and Shipping, Terms & Condiitons and Payment Policies.
 

> Returns / Exchanges / Cancellations


Please login to the "My Account" page and use the "Request a Return" link next to the order number that's associated with the product(s) you would like to return or exchange. If the order is not eligible, the option to request an RMA will not be available. Please allow up to three (3) business days for an RMA to be issued. Any packages received at TRS without an RMA clearly indicated will be returned to sender.

Please be advised that any free shipping promotions used on the original order will be forfeited if the order is returned and the original shipping costs (paid or unpaid) will also be deducted from the refundable amount. Due to the high volume of incoming and outgoing packages each day, if the provided RMA number is not clearly marked on the outside of the box it will be refused. We are not responsible for return postage unless the return is required due to our mistake, in which case we will send a pre-paid shipping label.

Due to the nature of our products, TRS does not accept returns on custom parts (lens etching, projector tuning service, etc.), un-sealed HID bulbs, or any items in our Closeouts section. Our standard restocking fee structure is outlined below.

Tier 1: Perfect condition. (Unopened & like-new) = 90% refund or 100% store credit.
Tier 2: Re-conditionable. (Packaging opened or damaged) = 80% refund or 90% store credit.
Tier 3: Inability to restock. (Product & packaging both damaged) = 70% refund or 80% store credit.

Parts may be exchanged if they are in like-new condition with their original unopened packaging for credit towards anything else in-stock. Please note: due to the nature of our products, TRS does not accept returns/exchanges on custom parts (lens etching, projector tuning service, etc.), un-sealed HID bulbs, or any items in our Closeouts section. Exchanges must be made within 60 days of the original purchase date. For example, you ordered projector "X" but changed your mind and now want to use projector "Y". If your returned part(s) cannot be restocked as "new" we reserve to right to deny the exchange or apply only a partial credit towards your new items. If you need to make a rushed exchange, you can order the new part first and then return the original for a refund without being subject to any restocking fees on the “exchanged” item. The RMA number for this process is provided in the order screen of your TRS account page. Please allow 2-3 business days for your RMA request to be reviewed.

If you return an item for a refund, it must first meet the criteria stated in our above returns policy. All returns must be received at TRS within 45 days from their original purchase date. All refunds must be issued back to the original payment source. If an order is placed using store credit, and that order requires a refund, the store credit will be re-applied to your account. This policy shall apply to any product purchases or deposits. The RMA number for this process is provided in the order screen of your TRS account page.

The customer is responsible for shipping costs to and from our shop. However, if the exchange is necessary because of our mistake, we will cover all shipping charges involved. Free shipping coupons are not valid on any exchange. If you used a free shipping promotion on your original order and returned that order for a refund or exchange, that promotion is then forfeited and the actual shipping costs will be deducted from the refund/store credit granted.

We urge all customers to double check the details of their order before it's submitted to ensure accuracy. If you have submitted your order and need to modify or change your order, you can do so in the "My Account" page next to the order status where applicable. If the "modify" and "cancel" buttons are not available for the order, it has already processed at that point and any returns or exchanges must be done by requesting an RMA. Cancellations are not possible if the "cancel" button cannot be clicked, even if you call in. The period to modify or cancel your order is at most 15 minutes from the time of submission. Any Special Orders cannot be cancelled once processed, as they are placed based your commitment to the purchase.

> Warranties


Please refer to the products listing page for specific warranty information, as it varies depending on the brand, configuration, etc. All warranties are non-transferrable and are only applicable to the original purchaser. TRS warranties are honored only based on purchases directly from TRS and no other vendors, dealers, etc.

Please troubleshoot by switching components from side-to-side to isolate the problem, individually such as just the bulbs, then just the ballasts, etc. Once you have clearly identified which component failed, you will not have to return it to us for a replacement, but we recommend keeping it off of the vehicle*. Once you have confirmed the defective part, please contact us by phone or email for the next step of warranty replacement. For Morimoto HID Bulbs owned less than one year, only the defective part is replaced. If a (Morimoto) bulb fails after one year but is still within the warranty period, both bulbs are replaced free of charge by TRS. If an item is discontinued by the manufacturer, its warranty is not void, but the part will be replaced with that product's current equivalent. No refunds or credit will be issued in lieu of replacements. *OEM parts, JW Speaker parts, and Off-Road Lighting parts must be returned for warranty service. Morimoto brand parts can be warrantied without return.

Shipments of replacement parts will be made by USPS First Class Mail and will be paid for by The Retrofit Source. If you are outside of the US, you will be required to pay only the shipping costs involved to deliver your replacement part. If you are a customer of one of our distributors, the distributor is responsible for the warranty replacement and should be contacted to handle the replacement directly. If you prefer any other shipping method (i.e. overnight), you are responsible for the associated costs of said shipping method.

If you believe that an item is missing from your order, please help by emailing us a picture of your order contents, the packing slip, and the packaging it arrived in. We will work together with you to help make sure you receive the correct/missing parts right away. Any missing or damaged-in-transit parts must be reported within 30 days of delivery. Beyond that, we will not be responsible for such parts or any associated costs to deliver them.

> Shipping


Yes, we ship to every country worldwide. For a shipping quote, please create an account and proceed through the checkout process on our website. Before you submit an order or provide any billing information, the website will display shipping options. We have many customers all over the world from Canada, Mexico, Spain, Italy, Russia, Saudi Arabia, the UK, Asia, and Australia. All import duties, taxes, and brokerage fees are to be paid by the recipient. Such fees are not included in the shipping or product cost paid to The Retrofit Source. We are not able to falsify customs or tax documents with artificially low declared or "gift" values.

We offer shipping by UPS and the US Postal Service. UPS offers guaranteed transit times for their overnight and expedited services. USPS offers estimated transit times for their Express and Priority mail services, but absolutely no guaranteed delivery dates. We take zero liability for delayed delivery on all USPS shipments regardless of the so-called "guaranteed" delivery dates that show when tracking a package online and cannot apply for postage refunds. Once a package leaves our shop, the transit time is completely out of our control. Please beware that with USPS First Class, Parcel Post, or Priority Mail, the delivery time can vary from 2-30+ days depending on your location. Shipping costs are paid to the carrier and are non-refundable under any circumstance. These policies apply for all domestic and international shipments.

All items are shipped from our facility in Atlanta, GA. Orders generally ship within 2 business days, but this may be extended during peak season/times. Generally, our daily shipping cutoff time is 1pm EST. Orders placed after this cutoff will often ship the following business day.

If you do not receive your package and the tracking information shows that the package has been delivered you must notify us within twenty-one days of the marked delivery date so that we can initiate a lost package tracer with the shipping carrier you have originally selected. Replacement products will not be sent until the shipping carrier completes the tracer request and grants permission for replacement product to be shipped. UPS typically requires up to eight business days from the time the claim is started. USPS can require from 30 to 90 business days, and this may vary depending on your country/destination. Please note that this is the policy of the shipping carriers and not of The Retrofit Source. TRS does not guarantee that any packages will be credited by the shipping carrier until this process is complete. Unless you selected the insurance option at checkout, refunds and/or replacements will not be given unless the carrier approves your lost package claim.

UPS shipments are automatically insured for $100 within the Domestic US. USPS shipments do not have any insurance by default. If you would like your package insured for its full value, you must add the optional shipping insurance during checkout. If no insurance is added and you selected UPS shipping, you will only be covered for $100. If no insurance is added and you selected USPS shipping, unfortunately we won't be able to guarantee any kind of resolution, and claims will be based solely on the USPS's claims process. If you do opt-in to TRS’s shipping insurance, you will be covered against damage, loss, or any delivery-related issues. We will absorb the period of investigation and ship any replacements immediately rather than relying on the courier to investigate and report back.

The USPS tracking number system is not very accurate, so even if an item has been shipped, their system may not recognize the tracking information immediately. UPS tracking information should show an update the night it was picked up. During peak season / times, please allow for up to 3 business days for order processing.

Please contact the carrier with any questions about delivery problems. All shipping labels are generated electronically according to the address information given with your order. We will fully comply with any courier's investigation process, however we are not liable for lost or stolen items unless the optional TRS shipping insurance was added.

No, TRS reserves the right to choose the shipping method if you have selected free shipping. All free shipping offers are not applicable to any customers outside of the US nor to any orders lower than $100 in value. If you must have an order shipped using a specific carrier/method, then you must pay for that preferred method in full.

> Payment


We accept payments by Visa, MasterCard, American Express, Discover, and PayPal. For international buyers, money orders, T/T (wire transfer), and Western Union are also accepted.

Your order can be placed directly on our website with debit card, credit card, or PayPal, we accept phone orders at 404.220.7940, or visit our showroom during listed hours.

Please e-mail or call us as soon as possible. There is either missing information required to fulfill your order or a discrepancy in the billing and shipping information that needs to be verified before your order can be shipped.

> Terms & Conditions


The Retrofit Source is not responsible for any damage caused to your vehicle, its headlights, or any injury that may result due to modification and/or improper installation of any product's from our store. You should be aware that all modification to headlights may put them out of compliance with regulatory laws governing vehicle lighting in your city/state/country and therefore many of the products we sell are designed for off-road use only.

> Promotions


No promotions can be combined. Customers are welcome to take advantage of the most beneficial offer/promotion available at the time of ordering but may not combine any offers together.

Any coupon code, promotion, or standard free shipping offer will be forfeited in the case of an item return or exchange. In addition to any standard restocking fees, the actual value of such promotion will be deducted from the amount granted and/or refunded.

The Unofficial Rewards Program cannot be combined with any other promotions. Only one of the three offers may be taken advantage of per order. However, the other two offers can be applied to future orders. To take advantage of all three offers (1,2,3) you must have a total of three separate orders. The value of the rewards must not exceed 50% of the value of the parts on related order. Only products purchased from the "Complete Retrofit" Kits and "HID Systems" categories can be featured in write-up's pertaining to offer #3. None of these options are valid when posted on HID Planet nor any TRS-sponsored forums. Any offers must be redeemed within 45 days of the original purchase date.

> Privacy and Mailing List Policy


This privacy policy sets out how The Retrofit Source uses and protects any information that you provide when you use this website. TRS is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. TRS may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

We may collect the following information:
— Name
— Contact information including email address
— Demographic information such as postcode, preferences and interests
— Other information relevant to customer surveys and/or offers for the exhaustive list of cookies we collect see the List of cookies we collect section.

For the exhaustive list of cookies we collect see the List of cookies we collect section.

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
— Internal record keeping.
— We may use the information to improve our products and services.
— We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
— From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over other websites. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

You may choose to restrict the collection or use of your personal information in the following ways:
— You may opt out of any promotional mailings via an unsubscribe link in the email, or on the account management page
— If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at support@theretrofitsource.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to 2195 Defoor Hills Rd. NW Suite M Atlanta, GA 30318.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

The table below lists the cookies we collect and what information they store.

COOKIE name / COOKIE Description

CART / The association with your shopping cart.
CATEGORY_INFO / Stores the category info on the page, that allows to display pages more quickly.
COMPARE / The items that you have in the Compare Products list.
CURRENCY / Your preferred currency.
CUSTOMER / An encrypted version of your customer id with the store.
CUSTOMER_AUTH / An indicator if you are currently logged into the store.
CUSTOMER_INFO / An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS / Stores the Customer Segment ID.
EXTERNAL_NO_CACHE / A flag, which indicates whether caching is disabled or not.
FRONTEND / You session ID on the server.
GUEST-VIEW / Allows guests to edit their orders.
LAST_CATEGORY / The last category you visited.
LAST_PRODUCT / The most recent product you have viewed.
NEWMESSAGE / Indicates whether a new message has been received.
NO_CACHE / Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART / A link to info about your cart and viewing history if you have asked the site.
POLL / The ID of any polls you have recently voted in.
POLLN / Information on what polls you have voted on.
RECENTLYCOMPARED / The items that you have recently compared.
STF / Information on products you have emailed to friends.
STORE / The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE / Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS / The products that you have recently viewed.
WISHLIST / An encrypted list of products added to your Wishlist.
WISHLIST_CNT / The number of items in your Wishlist.

> General


We recommend use of our Buyer's Guide. It was designed and populated by us specifically for determining your best options. If our guide does not list an applicable option or you prefer human interaction instead, feel free to email or contact us directly and we're glad to help out.

No, TRS does not offer retrofitting services in-house. Please visit our Authorized Dealers page to find a recommended retrofitter.

We have installation PDFs available for download via the product page for each product where available. We do not make any guarantee on any finished results, nor are we to be held responsible for any damage, misuse, or personal injuries. Install at your own risk. If you are unable to clearly understand and adapt the information available for your application, contact us or a professional for help before continuing.

We offer wholesale accounts to applicable business entities. Please inquire by email if you are a licensed business in a related field and would like to apply.