Returns and exchanges

Returns and exchanges

Please read our terms of sale carefully. It contains important information regarding your obligations as well as limitations and exclusions. These terms of sale apply to your purchase of HL Automotive products. You agree to these terms by placing your order.

Address Changes

Please ensure that the shipping address that you provide when checking out is fully accurate including proper zip code or postal code, business name (if applicable) and apartment/unit number (if applicable). If an error is detected before the product ships from our warehouse, please put your order on hold as instructed in the email sent immediately after ordering and contact our customer service department with the corrected address immediately. Please note, once a delivery has left our warehouse it is not possible to reroute it to a different address.

Refused or Undeliverable Items

If any shipment is not accepted by the receiver for any reason, including package refusal, incomplete or incorrect address, unavailability to receive package, non-payment of duty or taxes for international orders, the carrier will return the package back to us. If the product is returned to our warehouse, a fee equal to the cost of return shipping and any carrier handling, warehousing, customs, duty, brokerage, taxes or other fees will be charged to the customer before reshipment of the goods. Alternatively, if the customer elects to have a refund, this amount will be deducted from the refund. In some cases, refunds may also be subject to a 25% restocking fee.

Order Cancellations or Changes

In order for us to offer the quickest possible order processing times, many order processing steps are automated. When you place your order, the order is printed in our warehouse for fulfilment soon afterwards, possibly outside of customer service business hours. It is not always possible to change or cancel an order after it is placed so please order carefully. If changes are required to an order, you can send an email to info@hlautomotive.com or call us at +31318-668421. Any messages will be answered as quickly as possible within our regular business hours. We will not be responsible for refunding shipping charges should an item ship because we did not receive your message or you were not able to successfully contact us. Once received, items may be returned or exchanged as per our return guidelines.

Backordered Items

We keep a comprehensive inventory selection in stock at all times. Larger than anticipated sales volumes or manufacturer stock levels can occasionally result in a product being backordered. While every effort is made at keeping our online inventory system up to date, on rare occasions it may be inaccurate. Orders will be shipped automatically when the backordered product(s) come into stock. Please note that there is no compensation for shipping or inconvenience on backordered items. Orders that contain both in stock and backordered items that are expected to be in-stock in a reasonable amount of time will be held and shipped together. Orders that contain in-stock and backordered items that are expected to have longer wait times may have in-stock items shipped immediately and backordered items shipped by ground when they are received at our warehouse. The instances when we split a shipment will depend on the cost to ship multiple packages and the shipping amount paid.

Price Matching

If another vendor has an identical product available, in stock, for a lower price including all shipping and taxes, please email our sales department with a copy of a competitors quote and we will attempt to match or beat this price. While in most cases we are able to do this, no guarantee or commitment can be made regarding our requirement to match any competitors price. We are always looking for ways to satisfy our customers and will put forth our best effort in price matching.

International Orders – Duty And Taxes

Most products are shipped from Holland. Customers from outside of Holland may have taxes imposed by the government in your country upon import. Please check with the customs office in your country regarding duties or taxes which may apply to your purchase prior to ordering. HL Automotive charges all appropriate sales tax applicable to Dutch Tax on checkout.

Returns

Before returning any products to HL Automotive, you must contact our customer service department. You can send an email to info@hlautomotive.com or call us at +31318-668421

Customs Declarations

Returns must be shipped to our location in Holland. Due to the international location of some of our customers, customs documentation will be necessary for returned shipments. Depending on your reasons for returning the products to us, you will receive instructions on how to declare the product for customs purposes. These instructions must be followed. If they are not followed correctly, and customs duties are charged, these charges will be deducted from any refund owing or will need to be reimbursed to us before a replacement is sent out.

Shipping Insurance and Tracking of Returns

We cannot be responsible for lost or misdirected returns or returns that are damaged in shipment, so for your protection, we require that you insure all returns using a traceable shipping method when returning products to us. All expenses related to the return of goods to HL Automotive must be prepaid by the customer. All items MUST be returned back to us using a service that offers tracking numbers. This number can be used to confirm receipt at our warehouse and also to find the package in any case where it does not arrive when expected. In the event that an item is returned without a tracking number, we cannot be responsible in any way if the product does not arrive at our warehouse. Refunds or site credits are in no case issued until returned items have reached and been processed at our location. Due to the nature of Carrier Services, we are unable to track returned items on your behalf. We are unable to provide status updates on returns until the item has reached our warehouse.

Condition of Returned Items

We are not able to accept for return, warranty service, replacement, refund, etc. any products which have been modified, installed, mishandled, improperly maintained, scratched, dented or otherwise damaged (including damage in return shipping). Any products returned to us for exchange or replacement must be received in perfectly resalable condition with all original packaging and associated parts in good condition. Exchanges or refund requests will be denied in all cases where non-resalable merchandise is received. In cases where merchandise is repairable, repackable or a replaceable part is damaged, a partial site credit or refund may be offered at our discretion. For any return where an item is not resalable due to installation, damage, abuse, damage in transit from customer to HL Automotive, we reserve the right to refuse the return, and product will be returned to the customer at his or her expense.

  • There is no option to return vinyl or decal products that have been installed on a customer vehicle.
  • HL Automotive will only replace or refund products that have a manufacturing defect before application, installation or use. Products that have been installed or show signs of use are NOT eligible for return or refund.
  • We do not accept returns on filament bulbs.

It is very important you inspect these items carefully before installation.

The sole obligation of HL Automotive, (including but not limited to its owners, operators, contractors, consultants, employees, etc.) under our warranty shall be repair, replacement, refund or site credit at our discretion. HL Automotive will not be responsible or liable for labour or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the goods purchased.

Returns for refunds

All requests for refunds must be received within 14 days of the original date of shipping.

All returns must be received at our Holland warehouse within 30 days from the original date of shipping to be eligible for a refund. After this time, only site credit will be offered in exchange for returns.

Upon receipt, before a refund is made, the products will be inspected to ensure that they are fully resalable. If the product is damaged, or returned without all its parts, has any evidence of use, or for any other reason the product is deemed to be not resalable your refund request will be denied and the return will be sent back to you at your expense. Please Note: There are no refunds offered on custom made or custom manufactured items.

Returns For Warranty/ Service Replacement

Unless specifically stated at the time of purchase, we warranty all merchandise for a minimum of 12 months against defects in workmanship or materials for normal road use. Off-road, racing, extreme weather, damage from road debris, or other extraordinary uses are excluded. Longer warranties by the manufacturer, as noted in our product descriptions or during the ordering process may also be applicable. The warranty term in effect at the time of purchase shall be applicable to your items. Any claims for warranties offered by manufacturers outside of the first 12 months after the original date of shipping may be referred to the product manufacturer. In some cases, no warranty is offered by HL Automotive, and warranty claims are handled by the manufacturer exclusively. In such cases, this stipulation will be indicated on the product description page. For in-warranty items, you will receive a repaired or replacement product as soon as possible after your return is received by HL Automotive.Warranty claims will be denied if there is any physical damage to the product which appears to be a result of misuse, modification, negligence, incorrect installation, removal or return shipping damage. The customer is responsible for return shipping charges in all cases where a replacement item is being shipped back to them. The warranty coverage period is calculated from the original date of purchase, not from when a replacement product was issued in the event more than one warranty claim is opened. In some cases, you may be asked to provide pictures of defects or damages to assist in the warranty process. The sole obligation of HL Automotive, including but not limited to its owners, operators, contractors, consultants, employees, etc., under our warranty shall be repair, replacement or refund, at our discretion. HL Automotive will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the defective goods purchased from us. If your returned parts are not covered under our warranty we will contact you and quote the cost of repair or replacement.

Shipping Compensation

In cases where the customer is in no way at fault for the receipt of the incorrect or damaged merchandise, HL Automotive may offer a prepaid return shipping label if possible.  You will need to provide a copy of a shipping receipt to be eligible for either form of compensation. If you are not at fault, please specify which compensation method you prefer in advance of shipping your item back as it requires approval through our returns department.

Returns Due To Incorrect Shipment

We make every effort to ensure that each shipment is picked, packed, and shipped carefully, however, occasionally, errors may occur. We reserve the right to send a replacement as a resolution to any incorrect shipment before offering a refund. Returns due to incorrect ordering on the website are not considered an incorrect shipment and any shipping charges to exchange for the correct part are the sole responsibility of the customer. If you wish to receive your replacement part before we receive your return, you may purchase an identical product from our site and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, including shipping. This is referred to a cross shipment in our returns system.

Returns Due To Mismatched Paint Colours

Our quality inspection methods ensure that only top quality painted parts are able to be shipped to our customers. Our paints are all mixed to BMW specifications or painted with OEM BMW paints. Depending on the factory your vehicle was produced at, the date of manufacture, the brand of paint used at BMW and the model year of the vehicle, your paint color may slightly differ from the standard paint color that BMW creates. Sitting side-by-side, two vehicles with slightly different paint colors would appear to be the same color, however, when parts are put together, occasionally slight differences in color may become evident. We will do our best to resolve the issue with you to ensure that the color is well matched to your vehicle.  Alternatively, if we cannot find a suitable replacement a full refund will be issued. For a full refund your parts must be received back to us within 30 days from your original date of shipping. For items received after 30 days, returns are only eligible for 100% site credit. Please note there is no return on installed products so be sure the colour matches before installation.

Items Lost Or Damaged In Transit

Our quality inspection and packing methods are such that we protect our product while in transit. All items that ship are in good working order, however, rough handling by shipping companies occasionally causes damage to products. In cases like these, if we are notified within 5 days of the item being delivered to you, we will file a claim with the carrier on your behalf. Claims of damaged goods made after 5 days of product receipt cannot be processed. Items already installed on your vehicle will not be considered for transit damage claims. Once the claim is submitted to the carrier, you will have an obligation to also work with the carrier in any reasonable means necessary to help with the claim. As soon as we are able to get our claim paid, we can re-ship the parts to you. We reserve the right to send a replacement as a resolution to any lost or damaged in transit claims before offering a refund. If you wish to receive your replacement part before the claim is settled with the carrier, you may purchase an identical product from our site and it will be shipped immediately. Once a claim payment from the carrier is issued to us, we will refund the amount of the second transaction in full, including shipping.

Returns Due To Customer Ordering Errors

If you have ordered an incorrect product, we would be happy to take it back for exchange. We will not charge a restocking fee, however, we Please contact us for an accurate quote on shipping your replacement order. We can issue a secure payment request via email upon receipt of your return item for the shipping fee. If you wish to receive your replacement part before we receive your return, you may purchase an identical product from our site, and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, NOT INCLUDING shipping.

Items Not Received

Products are shipped as soon as possible once an order is received. You will receive a notification email once your order is placed to let you know when your order should ship. Items are shipped with expedited priority and traceability using the Dutch Postal Service. Entire orders are not necessarily shipped together as certain products on this site are sent from different locations or may have different stock availability. Once shipped, delivery times can vary depending on location. Delivery is sometimes completed in as little as 3-5 business days. Due customs restrictions, some packages may be held at the border. All packages are sent as traceable. If you have not received your item within 21 days from the date your product was confirmed to ship and the item status has not been updated by the shipping company, please feel free to contact us for a status update.