Help Desk: FAQ

Returns & Exchanges, Warranties and Shipping, Terms & Conditions and Payment Policies
 

> In Summary


Xenon Depot understands that things don't always go as planned. The policies are designed to protect you and our business, but at the end of the day, we value the satisfaction of our customers more than we value the rules. You'll never need to call your credit card company or leave us a 1-star review... we promise!

> Returns / Exchanges


From the date of original purchase, you will have 45 days to apply for a return for a refund. You have 60 days to apply for an exchange for another product.

While we welcome returns & exchanges, we do not cover the costs associated with return shipping unless it's required due to our own error. If we determine that to be the case, we will issue a pre-paid return shipping label by email, and cover any postage back to you.

Refunds will be issued back to the original payment source. If you paid with a gift card or store credit, your refund will be issued in the form of store credit. Whether or not you originally paid for shipping, all shipping costs are non-refundable, and will be deducted from the refund amount. Please note that it may take 2-5 business days for credit to appear in your account. The following fees will apply:

Tier 1: Perfect condition. (Unopened & like-new) = 90% refund or 100% store credit.
Tier 2: Needs Refurbishment. (Product like-new, needs new packaging) = 80% refund or 90% store credit.
Tier 3: Not Salvageable. (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. If your returned part(s) cannot be restocked as "new" we reserve the 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.

1) Products that have been physically or aesthetically damaged or modified during installation

2) Custom parts such as etched lenses, assembled Super7s, or tuned projectors

3) Philips or Osram HID or LED bulbs with broken security seals

4) Products purchased from the Closeout's category

5) Special orders, i.e. any item that is not normally found in our online catalog

Log in to the website using the same email address that the original order was placed with. Navigate to the "My Account" page; from there you can click "Request a Return" next to the order you need to send back. If more than 45 days have passed since the order was placed, the option to request an RMA will not be available. Please allow up to 3 business days for an RMA to be issued. Once the RMA is approved, you will receive a confirmation email with instructions on how to make your return.

You must include a printed copy of the RMA confirmation email inside the box along with your return. Due to the high volume of incoming returns & exchanges, if it's not clear who the parts are coming from or what action we are to take, there will be delays in processing. If a return is received without any useful contact/RMA information, the parts will be destroyed or restocked after 30 days.

Log in to the website using the same email address that the original order was placed with. Navigate to the "My Account" page and find the order you wish to change or cancel. If the "Cancel" button is not present, the order has already been processed in the warehouse and can no longer be cancelled or changed. We like to be accommodating, but we also work quickly. With thousands of outgoing packages leaving the warehouse each day and multiple daily pickups, it's just not possible after the parts have been picked and packed, and the order will have to be returned or exchanged.

Special orders cannot be cancelled once processed, as they are placed with third party vendors based on your commitment to the purchase.

> Promotions / Coupons


Coupon codes and other promotions cannot 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. Coupons may not apply to select products.

If you ordered during the course of a sale but failed to apply a coupon code, we will gladly refund the difference if asked to do so. We offer a 48-hour grace period on the discount for those who ordered before a sale.

We will match any competitor's price on any in-stock product as long as we can verify that what they are advertising isn't an error, is authentic, and is brand-new.

> Warranty & Replacements


Please refer to the products listing page for specific warranty information, as it varies depending on the brand, configuration, etc. All warranties are non-transferable and are only applicable to the original purchaser. We cannot handle warranty claims for parts purchased elsewhere, even if we are a distributor for that same product. If it was purchased through a dealer, that dealer must handle your claim directly.

Please reach out to our customer service department for help identifying the root cause of your problem. We will assist with troubleshooting to identify what needs to be replaced. Often times there is no need to return the defective part, and a new unit can be shipped to you in exchange for a field-destroyed photo of the original, though some exclusions apply (per the manufacturer's policies).

1) The following brands accept field-destroy coverage:

Morimoto
Profile
ACME
Denso
Matsushita
GTR Lighting
SV4
Xenon Depot
LEDConcepts

2) The following brands must be returned prior to replacement:

Philips
Osram
JW Speaker
KC Hi-Lites
Vision-X
Rigid
Diode Dynamics
9Eleven
Flat6
Ford

3) The following product lines must be returned if not serviceable from afar:

Morimoto XB LED Complete Headlights

If you buy a brand-new car and the radio button doesn't work, you take the car in for service, and they replace the button. Likewise, if a component that's part of a kit or assembly has failed, we will gladly replace the affected part, but not the entire system, as that's unnecessary. If a bulb fails in less than one year, a single bulb will be replaced. If a bulb fails after one year, but still within the warranty period, we will issue a set of two bulbs to ensure color consistency.

If the manufacturer has discontinued an item, the current equivalent of the same product will be offered as a replacement, and if logical to do so, we will offer 50% off a second unit to match. If no modern equivalent exists, we will issue you store credit equal to what you originally paid.

If you have owned the part for more than 45 days, we are unable to issue a refund in lieu of a replacement.

All warranties cover the product itself. Due to the range of variables, neither we nor the product's manufacturer will be held responsible for any addition costs (labor, installation, rental cars, downtime, etc.) If you end up with a $600 invoice after the local Lamborghini dealership swapped out a bad bulb for you, do you really think that's on us?

US Customers:

All replacement parts will be shipped ground at no charge to you.

Foreign Customers:

You will be responsible for all shipping costs / duties.

Expedited Shipping:

We are happy to accommodate you, but will charge actual shipping costs.

Third Party:

If the part comes from a third party, they will drop ship it to you directly.

> Shipping


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 all available shipping methods & costs.

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. While common, we are unable to accommodate requests to falsify customs or tax documents with lower declared or "gift" values.

We are located in Atlanta, GA. If all products are in stock, your order should be on a truck within 12-24 hours after submission. Less than 2.5% of orders are held up due to a backorder. Our daily shipping cutoff time is 1pm EST. Order placed after this cutoff will often ship the following business day.

UPS offers guaranteed transit times for their overnight and expedited services. If you choose an expedited UPS method (3 Day Select or faster) and the shipment shows up late, we will be able to accommodate you with a refund for those shipping costs.

USPS offers estimated transit times for their Express and Priority mail services, but absolutely no guaranteed delivery dates (despite what their website reads). If you choose USPS and the package shows up late, we will not be able to apply for and/or provide a refund on behalf of their poor service.

For all free, standard, or ground methods: once a package leaves our shop, the transit time is completely out of our control. 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.

No Updates at All:

Even if a package has been picked up, sometimes the carriers won't scan the label until it reaches the first sorting facility. During peak season / times, this often gets worse, but don't worry, it doesn't mean the package is really lost. Oftentimes it will end up being delivered before any updates appear online.

Stopped Updating:

Please contact the carrier with your tracking number and provide notice that something seems wrong. Oftentimes, they can initiate a trace for the package and keep it moving. All shipping labels are generated electronically according to the address information given with your order.

Shipping Insurance:

If you want your package insured for full value, you need to select the optional insurance during checkout. With insurance, we will ship replacements out right away, no waiting required. If no insurance is added, we will help by filing a claim but the final outcome will be decided by the carrier.

Thank to our advanced warehouse management system, our shipment accuracy is 99.9%. All inventory is barcoded, and until each item is scanned in the correct quantity, the system will not generate a shipping label to seal the box. That said, it's not impossible, so you can help us help you by providing photos of the parts you received, the packing slip, and the packaging it arrived in. We will work together with you to help ensure that you receive what you ordered. Please notify us within 30 days of delivery. (No, we can't help if you just got around to that project you planned back in 2014!)

> Compatibility & Installation


The buyer's guide on our homepage is a great place to start your research. There, you can enter your vehicle's year, make, and model, and receive an accurate recommendation on a wide variety of compatible upgrades.

Prefer to interact with a human instead? Reach out to our customer service team! We're a group of enthusiasts with a passion for perfecting your nighttime driving experience, so we're glad to help out.

Installation guides are available for download on the product details page on our website. These guides are provided by the manufacturer, and if no guide exists or the details are unclear, we apologize, and would be glad to personally assist you with any questions or concerns during installation.

No, we do not perform installation at our shop in Atlanta. You can visit our Authorized Dealers page to find a recommended installer, or ask one of our team members for a referral in your area.

> Legal Compliance


Many of the products sold here are designed for and intended for off-road use only. Federal and State laws may prohibit the removal, modification or modification of any device or design element affecting safety on a road-going vehicle. Violation of such laws may subject the owner or user to a fine or penalty. Installation of certain parts may void the warranty coverage, if any, on your vehicle. We take no responsibility for the individual customer's application of such products as all products are sold for off-road use only for racing or show vehicles.

> Work with Us


We offer wholesale accounts to businesses that qualify. Please fill out an application on the Dealer's Page and one of our reps will be in touch with your shortly.

If you're motivated, skilled, and are looking for a career working in the automotive industry, we're interested! Please fill out an application on the Job Opportunities page and a member of our HR team reach out with current availability.

We're always recording something new in the studio, so if you've got a late model car, truck, or motorcycle and are willing to share you vehicle & time with our team, let us know! We often pay in parts!

> Privacy and Mailing List Policy


This privacy policy sets out how Xenon Depot uses and protects any information that you provide when you use this website. XD 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. XD 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 2281 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.