Return & Refund Policy
Refund Policy of Switchback LED Lighting
This Refund Policy (“Policy”) applies to the following purchases: purchases through https://switchbacklighting.com.au/
GENERAL
(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
(b) Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
AUSTRALIAN CONSUMER LAW
(a) Under the Australian Consumer Law:
(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service , you are entitled
(a) to cancel your service contract with us; and
(b) to a refund for the unused portion, or to compensation for its reduced value.
(ii) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund of the goods and to cancel the contract for the service and obtain a refund for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law
(c) Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission
(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
CANCELLATION AND CHANGE OF MIND
(a) We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.
PRODUCTS DAMAGED DURING DELIVERY
(a) Switchback LED Lighting uses AUSTRALIA POST as the postal service to send products word-wide. Photos of your product will be taken prior to posting as evidence of “good packaging”. A tracking number will be provided with your goods. Switchback LED Lighting’s website will provide a postage quote which will include the ‘Extra Cover’ product provided by AUSTRALIA POST. We include ‘Extra Cover’ in our postage pricing on our website for peace of mind where if goods are damaged in transport Australia Post are obligated compensate.
Any damage to the product sustained during postage must be taken up with
postal service and following their policy and procedures. Once product
is posted Switchback LED Lighting takes no responsibility for any
damages incurred while the product is in transit to its destination.
In the event of a product being damaged during delivery, once reported to Australia Post a case/investigation into the damaged goods will open. The customer will be required to visit their local Australia Post/Postage service to provide information and images of the damage incurred. Switchback LED Lighting will be contacted and made aware of the claim and be required to provide the relevant information and documentation on the package itself. After Australia Post has reviewed all information given, they will come to a resolution and contact Switchback LED Lighting to initiate compensation.
At this stage, the customer will be offered either a replacement product, a repaired product or a full refund. The customer MUST ensure that all damaged items are returned to Switchback LED Lighting in a prompt manner.
No action will be taken UNTIL the Australia Post case is closed and goods are returned.
PLEASE NOTE: Australia Post investigations are not instant and take time. Australia Post advertises a 12-15 business day resolution, however, in our experience they can take longer than this, so please be patient and prepared to wait.
We may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
(i) You misused (USER-ERROR) the product in a way which caused the damage.
(ii) You knew or were made aware of the limitations and/or concerns and/or problem(s) with the product or service before you purchased it.
(iii) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
Shipping costs for all returns, in the unfortunate event that a product needs to be returned for repairs, lays with the client, both to-and-fro. It is the client’s responsibility for organizing and pay for the product to be returned to Switchback LED Lighting. Upon packaging up the product to be returned to the client, Switchback LED Lighting will, to the best of their ability package up items ready for dispatch. The client will need to organize the method by which their product will be returned back to them. Switchback LED Lighting will aid with the delivery of the client’s product to a local distribution center and/or AUSTRALIA POST center.
EXCEPTIONS
(a)Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
(i)You misused the said product in a way which caused the problem.
(ii)You knew or were made aware of the problem(s) with the product or service before you purchased it.
(iii)You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(iv)Any other exceptions that apply under the Australian Consumer Law.
SHIPPING COSTS FOR WARRANTY RETURNS
(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
(b) If the Returned Product can easily be shipped or returned, then you are responsible for organizing for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair,replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organize for the postage, shipping,transportation or collection of the Returned Product, at our cost.
(d) In the event that we organize and pay for the inspection, postage, shipping,transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
INTERNATIONAL CUSTOMERS PLEASE NOTE:
We will bare postage for international items UP TO the amount spent on the original order. If the original order shipped had multiple items where only some need to be sent back, the shipping value will be divided. Eg, if 1/2 headlights are being returned for warranty, the original shipping amount will be divided in 2.
If the customers chosen shipping method exceeds the covered shipping amount, the customer will need to bare expense for the additional amount.
International customers please note that the shipping price paid/quoted originally is in the currency of AUD and the covered shipping amount will be converted to the latest currency values in relevant country.
WORKMANSHIP
Switchback LED Lighting takes all care to ensure clients products are undamaged in the customizing process. In the unfortunate event that damage occurs, due to the nature of custom work Switchback LED Lighting will endeavor to repair any damage to the best of their ability, if the damage is unable to be repaired Switchback LED Lighting take no responsibility for damage. Custom work is at client risk. The work carried out by Switchback LED Lighting is done to the best of our ability, some foreign objects may be visible inside headlights and/or taillights this is of no fault of Switchback LED Lighting and all due care is taken to eliminate this from happening; by blowing down headlights and taillight with compressed air prior to reassembly, the use of nitrile gloves when handling opened headlights, as well as storing opened headlights/taillights in sealed container with moister absorbent packs inside.
Environmental impacts such as, but not limited to, wind, rain, dust storms, etc may leave residual marks that can not be cleaned safely without causing far greater cleaning marks. As per above all efforts will be made by Switchback LED Lighting to reduce these impacts, rectification often aggravates the visual problem and causes further obvious visual cleaning marks. As a rule of thumb, the more work done (complicated/involved the build) to the internals of headlights/taillights the more likely to see evidence of our work.
SECOND HAND UNIT/S WARRANTY
Clients that wish to use their own lights in the customizing process agree that their lights are of “second hand” nature unless they have been bought from a known manufacturer with a recent tax invoice. Any work using second hand unit/s are at the clients’ risk. Plastic: like any man-made material is subject to degradation over time. This can be from several factors such as, but not limited to UV rays, hot and cold cycles, de-greasers, or other harsh cleaning products that are not PH balanced.
Some lighting units are very complex, housing several different modules within them to run parts of the lighting unit, there is no way to safely test and check these modules and there condition, Switchback LED Lighting will take no responsibility for these modules and their condition. To summarize there is no warranty given to second hand light/s or part of these unit/s. If something internally goes wrong with the lights Switchback LED Lighting will charge an hourly rated to disassemble and review internal damage and make repairs where possible.
DELAYS
In the event of unforeseeable delays Switchback LED Lighting in co-operation with the client, will make the necessary changes to the schedule and will do their best to seek an alternate completion date.
INSTALLATION
Clients undertaking their own installation are subject to a limited warranty, we will not offer any warranty to LED drivers and/or LED’s that have been damaged due to incorrect installation. If damage to the product is deemed due to client error and/or misuse no warranty will be issued and the client will need to repurchase any damaged and/or broken parts at their own expense. All products will be bench tested either in front of client or filmed and sent to client to prove they are of “Normal” working order and eliminate the units being faulty prior to installation. Any work done to the vehicle by third parties after installation, including the owner, post the install by Switchback LED Lighting and/or owner/workshop may be deemed as the cause of damage, malfunction, or failure to our products which will void warranty.
ALL electronics MUST be mounted in a position free from water ingress. JST connector are NOT waterproof. Failure to follow this may result in malfunction of the electronics (LED driver, Bluetooth module and halos).
(i) Dielectric grease must be used on all 3/4/5 pin plugs. (Fill the male plug with grease and then push the female into male to make the connection. Be generous, if grease is not leaking out you have not applied enough). This is used to waterproof the connections. Also note: Failing to use dielectric grease on the connections may result in malfunction or possible damage of LEDs and void warranty.
(ii) Aligning your headlights; your new headlights need to be aligned. This must be done on the vehicle. The adjustments are located on the back of the headlights and are usually white in colour. One for left-right alignment, and one for up-down alignment. PLEASE NOTE: Some headlights have very little clearance between the halo and the lens and/or other exciting parts of the internal headlight such as but not limited to the internal bezels and shrouds. Ensure that when you align the headlights that the halo do not touch the lens of the headlight on the inside, vibrations from the engine can mark the inside of the lens, this cannot be repaired. Switchback LED Lighting will do their best to make clearance cuts where possible to internal parts of the headlight to allow for more room. Some Manufacturers may have remote adjustment dials within the vehicle to allow the driver to adjust their headlights while in the vehicle. Using this feature must be done with care, failure to do so may lead to halos touching parts of the lights as mentioned above and, in some instance, ripping halos off and/or damaging LED’s within the halo and/or damaging the adjustment motor on the headlight and/or failure of headlight beam. We recommend not using this feature unless with a friend to communicate back to the driver if something is about to touch. Our warranty does not cover this damage and is regarded as “User-Error”. In the event this does happen Switchback LED Lighting will charge the client at an hourly rate to repair the damage.
Our products are considered sensitive electronics, it is the clients responsibility to make sure that the electronics are in a safe/dry environment away from, moisture or any vehicle related products such as, but not limited to WD-40, Armoral, degreasers, etc. Use of these products near the electronic unit can cause damage, malfunction, or failure to the drivers and/or LED’s.
Switchback LED Lighting takes no responsibility to any damages incurred during and/or after the time of the installation of our products to your vehicle.
ADR APPROVAL
Switchback LED Lighting’s products are sold for “off-road” purposes. Colour changing (show/party mode) Halos/DRLs/Demon Eyes are not legally allowed on the roads this means that an ADR approval is needed for them to be legal to use on Australian roads. We do not condone, or recommend clients to display show modes while driving on main roads. Show modes and/or similar functions should be used only off-road; such as at car meets, racetracks, 4WD tracks, private property, etc. We recommend that customers use “white” colour while daily driving which mimics the same colour temperature as factory-fitted halos/DRLs. Any other colours are not permitted for vehicle lamps and will likely get you into some trouble with relevant law enforcement. It is the owner responsibility to ensure that their vehicle is roadworthy and meets the rules and regulations of their state. All performance modifications and installations are at the customer’s own risk.
To Recap: As our custom headlights don’t have ADR approval, we label them as “For off-road use only.”
WARRANTY
In the unfortunate event that something goes wrong with the workmanship done by Switchback LED Lighting we offer a warranty period of 12 months for any defects in build quality, this includes and is limited to internal paint and LED mounting system failure. The OEM and/or aftermarket lighting units we use can be subject to condensation on the inside of the lens. This is due to the insufficient number of breathers cast into the mold for the headlight/taillight, we combat this issue by doing the following:
- Clearing breather vents and drilling them out larger
- Removing old sealant and replacing it with new sealant
- Adding more breather vents, using 3M one-way patches (this is a complimentary service).
9 times out of 10 customers will not have this issue, but sometimes in high humidity situations mixed with cool speratic weather systems, it is quite common. Condensation will clear itself once the outside air temperature and inside air temperature are equal. Our warranty DOES NOT cover condensation. We do not offer warranty on the headlight fittings themselves.
If there is an issue with LED lighting within the first 6 months while using the product in “normal” conditions Switchback LED Lighting will endeavor to seek manufacturer warranty to replace damaged or broken LEDs only.
Halo and/or DRL and/or Demon eyes replacement is subject to an hourly rate by Switchback LED Lighting, however, the malfunctioning unit/s will not be charged to the client when it is deemed the product/s or part/s of a product/s have proven to be defective because of improper manufacturing processes and have failed under “normal” use and maintenance.
LED products that are run at 100% will have a shorter life cycle. For LEDs to be covered under warranty our LED products must be run at 80% of their total brightness. NOTE: This is still 20% brighter than most OEM factory LED’s manufacturers use.
LED brightness can be adjusted through the online smartphone/tablet app. LED’s that are run at 100% for prolonged periods will void the warranty and as a result, the client will be charged for a new unit to be installed.
Clients who purchase our products must take care when driving through wet conditions and/or detailing and/or car washes that use pressure washes as water can find its way into the headlight through the cable exit hole/s that have been put in place to link the LED products to the Drivers (Bluetooth unit). LED Drivers and LEDs are water resistant, however, JST connections are not and can short out Drivers and cause LEDs to act sporadically. If this is found warranty will be void and the client will need to purchase parts to repair the damaged product/s. In most cases unplugging the JST connectors and allowing them to thoroughly dry will amend the problem, if not left too long.
RESPONSE TIME
(a) We aim to process any requests for repairs, replacements or refunds within 2 days of receipt.
HOW TO RETURN PRODUCTS
(a) You can contact us at the end of this Policy to discuss a return using the information.
(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase.
(d) You may be required to provide a government issued identification to qualify for a refund, repair or replacement.
CONTACT US
(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: mitch@switchbacklighting.com.au.
Approved by:
Name: Mitchell Thiele
Signature 
Date: 10/6/2021
