Frequently Asked Questions:
ANSWERS? WE'VE GOT THEM.
Below are our policies, warranties, disclaimers, privacy information & more!
After reading if you still have a question,
feel free to contact us!
We ship within the US via USPS or UPS, and outside of U.S ships by USPS/DHL.
Items will be shipped within 1-3 business days upon receiving cleared payment.
Expedited shipping is also available for some items.
We are only able to ship to the address provided, please confirm that all of your information is accurate before submitting your payment.
For our U.S customers, our items will be shipped from Cincinnati, Ohio
OHIO RESIDENTS ONLY must pay additional sales tax at the rate of 6.5%
Shipping by USPS (3 - 7 days typically)
For customers outside of the U.S, items will incur a $29.99 handling fee.
Shipping Time By DHL:
Shipping to Canada usually takes 3 to 5 working days
Shipping to European countries and Australia usually takes 6 to 9 working days
Shipping to most other countries usually takes 6 to 12 business days
We accept all major forms of payment. These include but are not limited to: Mastercard, Discover, American Express, PayPal, Bank Transfer & Cash (At Physical Location) Check's (Cashier & Personal) are ONLY accepted for custom services and must clear before work is initiated and/or products are shipped.
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.
First and foremost, you will need to CONTACT US to figure out what component has gone bad and if applicable; do a few tests to determine the exact part that failed. Every item is different - some need to be returned and others need to be clearly destroyed then pictures taken with serial number(s).
Once we have clearly identified what the item is and what seems to have gone bad we will send you an email with instructions about getting a replacement.
Once the steps have been taken properly, a new part will be issued; generally within 1-3 business days.
Example: OEM Parts must be returned for warranty service but Morimoto brand parts can be warrantied without return. If an item is discontinued by the manufacturer; it's warranty is not void, but the part will be replaced with the current equivalent of the same product. No refunds or credit will be issued in lieu of replacements.
ITEM STILL WORKING BUT FAULTY
In this case, we can collect a refundable deposit on a brand new replacement part, and then refund you for that deposit once the warranty image criteria is fulfilled. Please note that to be eligible for a refund on your deposit; the part must be replaced and the directions we send to you via email must be sent back to us NO LATER THAN 30 DAYS from the date that the refundable deposit was placed.
WARRANTY REPLACEMENT SHIPPING
Once we have recieved the completed warranty replacement email back from you, we will include the shipping details for your replacement item. If you are outside of the US, you will be required to pay the shipping costs involved to deliver your replacement part. If you are a customer of one of our distributors, we are not responsible for any shipping costs to delivery the warranty replacement. In either case, there is no charge for the replacement part itself. If the customer desires any other shipping method (ie overnight) then they will be responsible for the associated costs above and beyond our standard warranty shipping method.
ITEM MISSING FROM ORDER
If you believe that an item is missing from your order; please help by sending us a picture of your order contents, the packing slip, and the packaging it arrived in.
We keep track of inventory very closely as well as video monitor our item fulfillment counter & will be able to tell if an item was shipped or not; but will work together with you to help make sure you receive the correct/missing parts right away if we determine there was a mistake on our end. Any missing or damaged-in-transit parts MUST BE reported within 15 days of delivery. Beyond that - we will not be responsible for such parts or any associated costs to deliver them.
ALL items to be returned or exchanged MUST BE in resellable condition with original packaging. NO EXCEPTIONS!!
First, you need to contact us - provide your receipt and order number with date and state item you want to return. We will then issue an RMA label via email.
BUYER PAYS SHIPPING FEES at their own cost to return products for exchange or refund.
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 may be refused.
Please allow 2-3 business days for your RMA request to be reviewed. 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, Novo Lighting does not accept returns on custom parts (custom headlights, lens restore, etc.), un-sealed bulbs, or any items in our Closeouts section.
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: no products from our "Closeouts" section can be exchanged. Exchanges must be made within 45 days of the original purchase date. For example, you ordered bulb "X" but changed your mind and now want to use bulb "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 (no more than 20% reduction in value.) 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 (BUT YOU NEED TO CONTACT US BEFORE SO WE ARE INFORMED and recieve RMA). The RMA number for this process would be provided when you call or email us. Please allow two-three 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 30 days from their original purchase date. All refunds must be issued back to the original payment source. After 30 days from the original purchase date but within 45 days, we can submit refunds only by store credit or check. After 45 days, we can only provide refunds as store credit. 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 via call or email.
MISTAKE POLICY (Didnt Mean To Order)
We urge all customers to double check the details of their order before it's submitted. Due to the high volume of orders that ship each day, there is a only a 15 minute window from the time your order is submitted until the time our automated order processing system generates a shipping label in our adjacent fulfilment warehouse for picking and shipping. Once your order status is "Processing" - it can no longer be changed or cancelled. Please beware that due to the short window of time between submission and procesing, we can only guarantee cancellation reqests if they are called in immediately after the order is placed. Once an order has left the building, shipping costs are non-refundable. Special Orders cannot be cancelled; they are placed based your commitment to the purchase.
MOBILE CUSTOM HEADLIGHTS
The housings will be completely dis-assembled & re-assembled at our facility and upon completion: the lens dunk-tested to ensure that no moisture can enter the housings.
The coverage guarantees the installation of the shroud and projector (If applicable), the moisture-resistance of the housings under normal conditions and the proper alignment of the projector within the housing (If applicable).
The warranty does not cover normal wear and tear from everyday driving or environmental damage, abuse, or extreme off-roading (including complete submergence of the housings).
If LED components, halos or any other item are added; any failures are covered by replacement parts as specified by that products normal warranty -BUT- typical fee structure of $100 per housing will apply for the associated labor to re-open, replace, and re-seal the housing to replace ONE bad component.
An additional $50 will also be applied for each additional item re-installed & associated in the SAME housing.
**This pricing ONLY applies to assemblies that have been removed from vehicle & are shipped and/or dropped off to us. Additional per-hour labor costs will incur if there are associated labor costs to replace item(s).
TERMS & CONDITIONS
Novo Lighting is not responsible for any damage caused to your home, business, property and/or vehicle, it's headlights, or any injury that may result due to modification and/or improper installation of any products from our physical shop/online store; regardless of whether we installed the item or you did.
Please note: each manufacturer has their own policies, warranties and conditions. Novo Lighting has nothing to do with what the individual warranty policies are on items, nor can they change them in any way - we simply take care of the warranty claim on your behalf. (if applicable)
Mobile: 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 the products we sell & install that replace or modify factory components are designed for off-road use only & bound by all the terms in this disclaimer.
CUSTOM INSTALLATION POLICY (MOBILE)
If your vehicle was/is going to be present in our physical shop for custom services/installation: We thoroughly inspect every vehicle upon arrival and departure. If there is an issue, it must be noted (in writing) on an "incident report" then discussed by employee & customer.
Upon completion of incident report, both parties must come to an agreement in writing on how to fix the issue on the bottom of the incident report. Upon agreement, document must be signed by both a Novo Lighting Manager + Customer before departure to prevent any issue or conflict.
Due to our high volume of custom installations; It is up to each individual customer to inspect & accept their vehicle upon completion/pickup. Once vehicle has left the property - Novo Lighting is not liable whatsoever.
If we custom installed/built or retrofitted an item for you the products are covered under manufacturer warranties only - the only exception being Custom Built Headlights (the warranty information is listed below)
LINKS TO WEBSITES
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 that other website. 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.
Your privacy is important to us. To better protect your privacy, we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. This notice applies to all information collected or submitted on the Novo Lighting website.
The only personal information we collect is (name, street and email address, telephone number, credit card information and bank account number for transaction purposes)
We use the personal information collected from you to answer and respond to e-mail, process applications, billing transactions, etc. Such personal information as we collect is NOT USED for any other purpose and is NOT SHARED.
We never use or share the personally identifiable information provided to us online in ways unrelated to the methods described above.
To prevent unauthorized access, maintain data accuracy and ensure the correct use of information, we have put into place appropriate physical, electronic and managerial procedures to safeguard and secure then information we collect online.
Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know under the age of 13 and no part of our website is structured to attract anyone under the age of 14 to provide information to us.
You can correct factual errors in your personally identifiable information by sending us a request detailing the error(s). To protect your privacy and security, we will also take reasonable steps to verify your identity before granting access or making corrections.
In the unlikely event of the personal information you supply us online is misused, you may redress these issues by contacting us immediately & directly at (513) 795-7058
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