Common Questions

Policies

Profile Performance Policies & FAQs

Returns / Exchanges / Cancellations

Profile Performance produces best-in-class LED accessories for the automotive aftermarket, and we’re willing to put our money where our mouth is and back that with a promise. If you’re anything less than impressed, return your order within 30 days for a full refund!
Please login to the "My Account" page and use the "Request a Return" link next to the order number that's associated with the product(s) you would like to return or exchange. We will issue you an RMA number within 24-48 hours.

Timing:
From the date of original purchase, you will have 30 days to apply for a return for a refund. You have 60 days to apply for an exchange for another product. Returns or exchanges must be post marked within 15 days after you receive return approval in order to avoid delays and restocking fees.

Shipping:
While we welcome returns & exchanges, we do not cover the costs associated with return shipping unless it's required due to our own error. If we determine that to be the case, we will issue a pre-paid return shipping label by email and cover any postage back to us.

Refunds:
Refunds will be issued back to the original payment source. If you paid with a gift certificate or store credit, your refund will be issued in the form of store credit. All shipping costs are non-refundable and will be deducted from the refund amount. Please note that it may take 2-5 business days for credit to appear in your account after your return has been processed.

Exchanges:
Exchanges will be refunded in the form of a store credit. All shipping costs are non-refundable and will be deducted from the refund amount. If you need to make a rushed exchange, you can order the new part first and then return the original for a refund on the "exchanged" item within the exchange timing window.

Exclusions:
The following products may not be returned or exchanged:

1) Products that have been physically or aesthetically damaged or modified during installation
2) Custom parts such as etched lenses, assembled Super7s, or tuned projectors
3) Philips or Osram HID or LED bulbs with broken security seals
4) Products purchased from the Closeout's category
5) Special orders, i.e. any item that is not normally found in our online catalog

Applying for an RMA:
Log in to the website using the same email address that the original order was placed with. Navigate to the "My Account" page; from there you can click "Request a Return" next to the order you need to send back. If more than 60 days have passed since the order was placed, the option to request an RMA will not be available. Please allow up to 3 business days for an RMA to be issued. Once the RMA is approved, you will receive a confirmation email with instructions on how to make your return.

RMA Instructions:
Log in to the website using the same email address that the original order was placed with. Navigate to the "My Account" page; from there you can click "Request a Return" next to the order you need to send back. If more than 60 days have passed since the order was placed, the option to request an RMA will not be available. Please allow up to 3 business days for an RMA to be issued. Once the RMA is approved, you will receive a confirmation email with instructions on how to make your return.

Changes & Cancellations:
Log in to the website using the same email address that the original order was placed with. Navigate to the "My Account" page and find the order you wish to change or cancel. If the "Cancel" button is not present, the order has already been processed in the warehouse and can no longer be cancelled or changed. We like to be accommodating, but we also work quickly. With thousands of outgoing packages leaving the warehouse each day and multiple daily pickups, it's just not possible to change an order after the parts have been picked and packed, and the order will have to be returned or exchanged.

Special orders cannot be cancelled once processed, as they are placed with third party vendors based on your commitment to the purchase.


Profile Performance Policies & FAQs

Warranties

What is the warranty on my parts?
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.

How can I get a replacement for something that failed?
Please troubleshoot by switching components from side to side to isolate the problem. Once we have clearly identified which component failed; you will not have to return it to us for a replacement. You will be asked to send in an image with the wires on the part cut and the serial number visible. A new part will be issued, generally within 1-3 business days. Profile Performance brand parts can be warrantied without return. If an item is discontinued; 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.

What if my part is still partially working, do I still have to disable it first to be eligible for replacement?
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 your warranty image(s) must be sent in no later than 60 days from the date that the refundable deposit was placed.

How are warranty replacements shipped?
Shipments of replacement parts will be made by USPS First Class Mail and will be paid for by Profile Performance. If you are outside of the US, you will be required to pay only 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.

What if something is missing from my 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 will work together with you to help make sure you receive the correct/missing parts right away. Any missing or damaged-in-transit parts must be reported within 30 days of delivery. Beyond that - we will not be responsible for such parts or any associated costs to deliver them.


Profile Performance Policies & FAQs

Shipping

Does Profile Performance offer shipping outside the US?
Yes, we ship to every country worldwide. For a shipping quote, please create an account and proceed through the checkout process on our website. Before you submit an order or provide any billing information, the website will display shipping options. We have many customers all over the world from Canada, Mexico, Spain, Italy, Russia, Saudi Arabia, the UK, Asia, and Australia. All import duties, taxes, and brokerage fees are to be paid by the recipient. Such fees are not included in the shipping or product cost paid to Profile Performance. Falsifying customs documents with artifically low declared or "gift" values is against the law and we will will not do it.

What shipping options are available, how long will delivery take?
We offer shipping by UPS, DHL, and the US Postal Service. UPS offers guaranteed transit times for their overnight and expedited services. USPS offers estimated transit times for their Express and Priority mail services, but no guaranteed delivery dates. We take zero liability for delayed delivery on all USPS shipments regardless of the so-called "guaranteed" delivery dates that show when tracking a package online and cannot apply for postage refunds. Once a package leaves our shop, the transit time is completely out of our control. Please beware that with USPS priority, parcel post, or first class shipments; the delivery time can vary all the way from two to sometimes thirty or more days depending on your location. Shipping costs are paid to the carrier are are non-refundable under any circumstance. These policies apply for all domestic and international shipments.

Where do the parts ship from?
All items are shipped from our facility in Atlanta, GA. Orders generally ship within 24-72 hours. Our cutoff time for same day shipping is 1pm EST. If you call in an order with overnight shipping (UPS only) we will extend our shipping cutoff time to 4pm EST.

My Package is lost, what can we do?
If you do not receive your package and the tracking information shows that the package has been delivered you must notify us within twenty-one days of the marked delivery date so that we can initiate a lost package tracer with the shipping carrier you have originally selected. Replacement products will not be sent until the shipping carrier completes the tracer request and grants permission for replacement product to be shipped. UPS typically requires up to eight business days from the time the claim is started. USPS can require from five to ninety business days, and this may vary depending on your country/destination. Please note that this is the policy of the shipping carriers and not of Profile Performance. Profile Performance does not guarantee that any packages will be credited by the shipping carrier until this process is complete. Unless you selected the insurance option at checkout, refunds and/or replacements will not be given unless the carrier approves your lost package claim.

I want my shipment insured, what are my options?
UPS shipments are automatically insured for $100 within the Domestic US. USPS shipments do not have any insurance by default. If you would like your package insured for its full value, you must add shipping insurance on the shipping option screen during checkout. With insurance, you will be covered against damage, loss, or any delivery related issues. If no insurance is added and you selected UPS shipping, you will only be covered for $100. If no insurance is added and you selected USPS shipping, unfortunately we won't be able to guarantee any kind of resolution. Packages will be insured by Profile Performance to handle claims directly, so if you’re insured there is no waiting period for resolution.

I got an email saying my order was “shipped” but my tracking number hasn’t updated, what do I do?
The USPS tracking number system is not very accurate, so even if an item has been shipped, their system may not recognize the tracking information immediately. UPS tracking information should show an update the night it was picked up. When shipping volume is high, sometimes the carriers don’t update their tracking right away – feel free to check with us if you’re unsure and we can confirm if the package is in the carriers hands.

My tracking number says "delivered" but I do not have my item, what can I do?
Please contact the carrier with any questions about delivery problems. All shipping labels are generated electronically according to the address information given with your order. We are not liable for lost or stolen items unless shipping insurance was added. We will gladly assist our customer if there is a problem in any way we can though.

When taking advnatage of a free shipping promotion, Can I to choose what service is used?
No, Profile Performance reserves the right to default to any different shipping method if your order used a promo for free shipping. Free shipping offers/coupons are not applicable to any customers outside of the US nor to any orders lower than $30 in value. If you must have an order shipped using a specific carrier/method, then no shipping coupons should be applied.


Profile Performance Policies & FAQs

Payment

What payment methods are accepted?
We accept payments by Visa, MasterCard, American Express, Discover, and PayPal. Money orders are also accepted, as well as T/T (wire transfer) and Western Union (for international buyers).

How can I place my order?
• Checkout directly through our website and pay with a credit card or PayPal.
• Call Profile during business hours and we can process your order over the phone.
• Contact us by email and we can set up a shopping cart with exactly what you need.

My order status is "Flagged" – What does that mean?
Please e-mail or call us as soon as possible. There is either missing information required to fulfill your order or a discrepancy in the billing and shipping information that needs to be verified before your order can be shipped.


Profile Performance Policies & FAQs

Terms and Conditions

Disclaimer:
Profile Performance is not responsible for any damage caused to your vehicle, it's headlights, or any injury that may result due to modification and/or improper installation of any product's from our store. 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 are designed for off-road use only.


Profile Performance Policies & FAQs

Promotions

Coupon code use:
No promotions can be combined. Customers are welcome to take advantage of the most beneficial offer/promotion available at the time of ordering (ie free shipping, percent discount, part upgrade, etc) but may not combine any offers together.

Returns:
Any coupon code, promotion, or standard free-shipping offer will be forfeited in the case of an item return or exchange. In addition to any standard restocking fees, the actual value of such promotion will be deducted from the amount granted and/or refunded.


Profile Performance Policies & FAQs

Privacy and Mailing List Policy

This privacy policy sets out how Profile Performance uses and protects any information that you provide when you use this website. Profile Performance is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Profile Performance may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect:
We may collect the following information:
• Name
• Contact information including email address
• Demographic information such as postcode, preferences and interests —other information relevant to customer surveys and/or offersFor the exhaustive list of cookies we collect see the list of cookies we collect section.

What we do with the information we gather:
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security:
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies:
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other 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.

Controlling your personal information:
You may choose to restrict the collection or use of your personal information in the following ways:
• You may opt out of any promotional mailings via an unsubscribe link in the email, or on the account management page.
• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at support@theretrofitsource.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to 2195 Defoor Hills Rd. NW Suite M Atlanta, GA 30318.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect:
The table below lists the cookies we collect and what information they store.

COOKIE name / COOKIE Description
CART / The association with your shopping cart.
CATEGORY_INFO / Stores the category info on the page, that allows to display pages more quickly.
COMPARE / The items that you have in the Compare Products list.
CURRENCY / Your preferred currency.
CUSTOMER / An encrypted version of your customer id with the store.
CUSTOMER_AUTH / An indicator if you are currently logged into the store.
CUSTOMER_INFO / An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS / Stores the Customer Segment ID.
EXTERNAL_NO_CACHE / A flag, which indicates whether caching is disabled or not.
FRONTEND / You session ID on the server.
GUEST-VIEW / Allows guests to edit their orders.
LAST_CATEGORY / The last category you visited.
LAST_PRODUCT / The most recent product you have viewed.
NEWMESSAGE / Indicates whether a new message has been received.
NO_CACHE / Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART / A link to info about your cart and viewing history if you have asked the site.
POLL / The ID of any polls you have recently voted in.
POLLN / Information on what polls you have voted on.
RECENTLYCOMPARED / The items that you have recently compared.
STF / Information on products you have emailed to friends.
STORE / The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE / Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS / The products that you have recently viewed.
WISHLIST / An encrypted list of products added to your Wishlist.
WISHLIST_CNT / The number of items in your Wishlist.


Profile Performance Policies & FAQs

General

What is a Retrofit
Power is nothing without control. Retrofitting is the process of installing a xenon or bi-xenon projector into a reflector based halogen headlight. It is the best HID headlight upgrade possible since the projector will control the light into a properly dispersed, non-glaring beam pattern.

What kits are compatible with my car?
Because of the wide variety of products we sell, there may be just one or a few different options for each application. We do not list what fits what for this reason. If you are unsure what will work best for you, please contact us for a personalized recommendation. Our buyers guide is also a great tool to use for reference.

Does Profile Performance offer retrofitting services?
Please visit our Dealers page to find an installer. We can aid in coordinating a turn-key retrofit for you with one of our professional retrofitting affiliates. Profile Performance concentrates on the development and supply of parts, but does not offer retrofitting services in house.

Where can I find installation instructions?
Each product has its own PDF available for download on their corresponding page. If you're having trouble with an installation, please contact us or a professional for help before continuing.

How do I open a wholesale account with Profile Performance?
We offer wholesale pricing on two different tiers for resellers and installers. We also offer drop-shipping services for companies who don't wish to carry an inventory of our parts. Please submit an account application, and we will get back to you within 1-3 business days to let you know the status of your application, or simply contact us for more information. Wholesale accounts are reserved for legitimate businesses who can provide tax ID information and do require a $500 minimum first order.