Refund policy
Returns & Refund Policy
At The Headlight Serum, we take pride in the quality of our hand-applied headlight restoration products. Due to the nature of our products, we only accept returns or offer refunds where an item is defective or damaged upon arrival, subject to any rights you may have under applicable consumer law.
Results & Product Performance
The Headlight Serum is designed to restore clarity and improve the appearance of suitable cloudy, hazy, or oxidised headlight lenses.
Results may vary depending on factors including:
- The condition and severity of damage to the headlight lens
- Surface preparation and cleaning
- Application technique
- Previous coatings, treatments, or damage
- Environmental conditions during application and curing
- Ongoing exposure to weather and environmental conditions
Because these factors can affect the final result, variation in results does not by itself mean that the product is defective.
The Headlight Serum may not be suitable for headlights with severe physical damage, deep cracking, internal condensation, damage inside the headlight assembly, or other issues that cannot be corrected through treatment of the exterior lens.
Eligibility for Returns
You may be eligible for a return, replacement, or refund if:
- Your product arrives damaged, or
- Your product is defective due to a manufacturing fault
Subject to applicable consumer law, we generally do not provide refunds or replacements where an issue results from:
- Incorrect or improper application
- Failure to follow the provided instructions
- Inadequate cleaning or surface preparation
- Application in unsuitable environmental conditions
- Pre-existing headlight damage
- Normal wear and tear
- Change of mind
Products that have been opened, used, or partially used are generally not eligible for a return for change-of-mind purposes. This does not affect any rights you may have where a product is faulty or otherwise fails to meet applicable consumer guarantees.
Reporting an Issue
If you receive a damaged or potentially defective product, please contact us as soon as possible.
Where reasonably possible, contact us within 7 days of receiving your order and provide:
- Your order number
- A description of the issue
- Clear photos or video showing the issue
- Any other information reasonably required to assess the claim
The 7-day reporting request does not limit any rights or remedies that cannot legally be limited under applicable consumer law.
Assessment & Resolution
Claims are assessed on a case-by-case basis.
Where a product is confirmed to have been damaged in transit or affected by a manufacturing defect, we may provide an appropriate remedy, which may include:
- A replacement product, or
- A refund to the original payment method
The remedy provided will be subject to applicable consumer law.
Where an issue is determined to have resulted solely from incorrect application, inadequate preparation, unsuitable conditions, or pre-existing damage rather than a product defect, we may decline the claim.
Return Shipping
If we require you to return a confirmed defective or damaged product, we will provide return instructions.
Where required by applicable consumer law, we will cover reasonable return shipping costs associated with an accepted defective or damaged product claim.
In some circumstances, we may advise that the product can be safely disposed of instead of returned.
Consumer Guarantees
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies available to you under applicable consumer protection laws, including the Consumer Guarantees Act 1993 (New Zealand) where applicable.
For all return and refund enquiries, contact:
The Headlight Serum