Refund & Returns Policy

Refund & Returns Policy

Last updated: October 2026

We build to order, so most items cannot be returned. This policy explains exactly what you can and cannot return, and why.

1. Custom-Built Items

Because each build is made to your vehicle and specification, custom-built and modified items are not returnable or refundable once work has begun.

  • Before work begins: if you cancel before we start building, the deposit is fully refundable less any non-refundable material costs already incurred (typically minimal at that stage).
  • After work begins: non-refundable. This reflects the labour and materials already committed to your build.
  • Change of mind after delivery: non-returnable and non-refundable.

2. Defective or Incorrect Work

This is the important part. If a build is defective, does not function as quoted, or does not fit the vehicle it was specified for, we will make it right. Contact us within 30 days of delivery with photos and your build reference.

Our remedy, at your choice and our discretion, is either:

  • Repair — we fix the defect at no cost, or
  • Re-build — we redo the work at no cost, or
  • Full refund — if repair or re-build cannot reasonably resolve the issue.

You must give us a reasonable opportunity to remedy the problem before a refund is issued.

3. Damage in Transit

For items we ship to you:

  • Report any transit damage within 7 days of delivery.
  • Provide photographs of the packaging and the damaged item.
  • Our default remedy is a replacement shipped promptly. We do not require you to ship damaged items back before a replacement is dispatched.

Claims made after 7 days may not be eligible under carrier insurance terms, so prompt reporting matters.

4. Items Shipped to Us by Customer

When you mail us your own lamps, risk of loss or damage in transit rests with you. We strongly recommend insured, tracked shipping.

Once lamps are in our possession and work has begun, they fall under Section 1 (non-refundable). If the lamps were described inaccurately in your inquiry and this only becomes apparent after work starts, we will contact you and offer either a revised quote or cancellation.

5. Order Cancellations

Cancellations are accepted up until the point work begins. Contact us immediately at [email protected] with your build reference. Once materials have been cut or work has started, cancellation is no longer possible.

6. Refund Processing

Approved refunds are issued to the original payment method within 10 business days of approval. Your bank or payment provider may take an additional few business days to post the credit.

7. Warranty Claims

Warranty service is handled separately from returns. Warranty terms are in our Terms & Conditions. In short: 1 year for self-installed builds, lifetime workmanship where we install.

8. How to Start a Claim

Email [email protected] with:

  1. Your build reference or order number
  2. Vehicle year/make/model
  3. What went wrong
  4. Photos or short video showing the issue

We respond to all claims within 2 business days.

9. Contact

RovLum · [email protected] · rovlum.com