RETURN & REFUND POLICY
Thank you for visiting our returns and refunds page. We aim for nothing less than a perfect customer experience. We pride ourselves on great customer service and have a 99% response rate. This is by putting "you", our customer, first.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
RETURNS POLICY:
Shopping for your car should be hassle-free and fun, so don't be afraid to mix things up! If an item is faulty, return it for a refund within 30 days of delivery in the original condition and packaging.
If the items are not faulty or damaged in transit, there is a 20% restocking fee that is applicable on the items. This is equivalent to the shipping, returns fee, handling and restocking costs for the products we sell. As with all sales, there are costs associated and since we offer free shipping on everything, the cost is needs to be accounted for hence the restocking fee. This is similar to other businesses that do not offer refunds on shipping costs.
RETURNS PROCESS:
1. Place a copy of your order receipt in the shipping box with the items you are returning.
2. Make sure to include your order number, email, first and last name.
3. Indicate reason for return.
4. State if you would like a refund or store credit.
As soon as we receive the return from you to our warehouse, we will process your return within 2 - 3 business days. Custompuddlelights.com does not cover the cost of return shipping unless the item is damaged or defective - please read below for further details.
Please ensure the product is returned in the exact condition in which it was shipped, new, and unused in order to receive your refund. This includes the original packaging and the box it came in.
Please contact us to initiate a return, the easiest and quickest way is to use our Contact Form. Alternatively, you can email orders@custompuddlelights.com
We are pretty quick at responding to your messages, we won't keep you hanging about :)
DAMAGED OR DEFECTIVE ITEMS
We know how frustrating this situation can be. We will issue a brand new item once we confirm the item we delivered is defective. If the item is to be returned, shipping costs are on us.
We will provide return instructions for the damaged or defective item. Please ensure you contact us within 14 days of the delivery date.
CUSTOM PRODUCTS:
For our custom products, there are no returns or exchanges. Once an order has been accepted, it cannot be cancelled during production. These are fully custom made products that are built to your specifications. That is the nature of custom made products, unfortunately.
We will of course cover any manufacturing defects or damage during transit. Having said that, we have had very few complaints or issues for any of our custom products in the last 5 years.
RETURN SHIPPING GUIDELINES
Our returns process is pretty simple. Just initiate a return request via our contact form. Our returns team will be able to provide you with the location to ship the return. We will process your return within 2 business days of us receiving the product.
Please send us a tracking number for the returned product, this helps us to process your return as soon as possible. We do not cover costs for return shipping for any items other than damaged or defective items.
Return time frames depend on how soon you are able to ship the products to us and when we receive them.
UNWANTED ORDERS / ORDERS PLACED BY MISTAKE
For all orders that were placed by mistake or you have changed your mind after receiving the order, or have compatibility issues, we will accept your return however return labels are not provided in this instance. You are responsible to return the items to us in their original unused condition with all the packaging the order was received in. We also charge a 20% restocking fee for all unwanted orders.
20% RESTOCKING FEE EXEMPTIONS
The 20% restocking fee is exempt in the event that your product was damaged during transit or has an electrical failure or if the products are deemed faulty.
DAMAGES OR ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
When an ordered item has been damaged upon installation and not fit for purpose. In this scenario, please get in touch via email so we can help resolve the issue with supply of replacement parts or circuits.
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@custompuddlelights.com.
Happy shopping!