Returns & Refunds Policy

Nuro Performance Last updated: April 2026

Overview

We want you stoked on every order. If something's not right, we'll work with you to fix it. This policy explains what we will and won't do, how to start a return, and how long things take.

This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or limits any consumer guarantee, right, or remedy you have under the ACL or any other Australian law.

TL;DR (Quick Summary)

1. Your Rights Under Australian Consumer Law

Under the ACL, all goods we sell come with guarantees that cannot be excluded. You are entitled to:

• A replacement or refund for a major failure (e.g., the product is unsafe, significantly different from what was described, or doesn't do what we said it would do).
• Compensation for any other reasonably foreseeable loss or damage caused by a fault.
• Repair or replacement of goods that fail to be of acceptable quality, where the failure does not amount to a major failure.

If you believe a product has a major failure, contact us at info@nuroperformance.com with your order number, photos, and a description of the issue. We will respond within 2 business days.

2. Change of Mind Returns

If you've changed your mind about a product, you can return it within 30 days of the delivery date, subject to the conditions below.

Conditions for change-of-mind returns

To be eligible, the item must be:

• Returned within 30 days of the delivery date.
• In brand-new, unused, uninstalled condition, with no scratches, marks, fingerprints, or signs of attempted install.
• In its original packaging, including all original protective film, manuals, fasteners, wiring harnesses, and any free items included with the order.
• Accompanied by a Return Authorization Number (RAN) issued by our team (see Section 7 — How to Return).

Restocking fee and shipping

• A 20% restocking fee applies to all change-of-mind returns. This fee covers inspection, repackaging, and re-listing costs, and is deducted from your refund.
• You are responsible for return shipping costs. We recommend using a tracked and insured shipping service — we cannot process refunds for items lost or damaged in return transit.
• Original outbound shipping fees are non-refundable on change-of-mind returns.

Items not eligible for change-of-mind returns

The following items are final sale and cannot be returned for change of mind:

• Items that have been installed, partially installed, or show any signs of an install attempt (including but not limited to: scratches, install tool marks, removed protective film, missing trim clips, or visible mounting wear).
• Electrical items once 12V power has been connected, including but not limited to headlights, tail lights, CarPlay screens, door lights, interior LEDs, and ambient lighting kits. Connecting these items to your vehicle's power constitutes use, regardless of whether the item was physically mounted.
• Custom-made or made-to-order items, including custom door light designs, custom logo projections, custom-coded modules, and any item ordered with a buyer-specified configuration not part of our standard catalogue.
• Clearance, sale, or final-sale flagged items explicitly marked at the time of purchase.
• Gift cards.

This does not apply to faulty items — see Section 3.

3. Faulty Items / Damaged on Arrival (DOA)

If your item arrives faulty, damaged, or not as described, you have full rights under the ACL.

How to report a faulty or DOA item

• Notify us within 7 days of delivery at info@nuroperformance.com.au
• Include your order number, clear photos and/or video of the issue, and a description of the fault.
• For damaged packaging, include photos of the outer packaging and shipping label before unboxing further if possible.

What happens next

After reviewing your claim (typically within 2 business days), we will offer one of the following at no cost to you:

• A free replacement sent via express shipping, OR
• A full refund including original shipping costs, OR
• A repair if the item is repairable and you'd prefer that.

We pay for return shipping on faulty items. We will provide a prepaid return label or arrange courier collection.

Important note on installation

For your own safety, do not install any item that arrives visibly damaged or faulty. Installing a faulty item may void your right to a refund or replacement and may damage your vehicle. Contact us before attempting installation if anything looks wrong.

4. Wrong Item Shipped

If we sent you the wrong item:

• Notify us within 7 days of delivery at info@nuroperformance.com
• Include your order number and a clear photo of what you received.
• We will arrange a free return, and ship the correct item via express at no charge — or refund you in full if you'd prefer.

This is on us, not you.

5. Wrong Fitment Ordered by Customer

If you ordered the wrong part for your vehicle (wrong chassis, wrong year, wrong trim level), this is treated as a change-of-mind return under Section 2, with the 30-day window, 20% restocking fee, and customer-paid return shipping applying.

To avoid this:

• Always confirm the chassis code (e.g., F32, F36, F80, G20) before ordering.
• Check the fitment list on each product page.
• If unsure, message us before purchasing — we'll confirm fitment in writing.

6. Manufacturer Warranty

Many of our products come with a manufacturer warranty in addition to your ACL rights. The warranty period varies by product and is listed on the product page.

Standard warranty periods (subject to product page)

• Door light projectors: 1 year
• LCI / sequential headlights: 1 year
• Tail lights: 1 year
• CarPlay & multimedia screens: 1 year
• M-style badges & emblems: 6 months
• Carbon fiber exhaust tips: 1 year (against material defects only)
• Wiring harnesses & adapters: 1 year

What the warranty covers

Manufacturing defects, electrical failure under normal use, and material defects.

What the warranty does NOT cover

• Damage from incorrect installation
• Damage from accidents, modification, or misuse
• Normal wear and tear
• Water damage if the item is not rated waterproof
• Any failure caused by other aftermarket components or modifications
• Lab-coding errors or vehicle module incompatibility on plug-and-play items installed in coded vehicles without proper setup

How to claim

• Contact info@nuroperformance.com with your order number, the date of failure, and photos/video of the issue.
• We may require the item to be returned for inspection. We'll cover return shipping for valid warranty claims.
• Approved warranty claims are resolved with a repair, replacement, or store credit, at our reasonable discretion.

7. How to Start a Return

We don't accept returns sent without prior authorization. Here's the process:

Step 1 — Contact us

Email info@nuroperformance.com with:

• Your order number
• The product(s) you want to return
• The reason for the return (faulty, change of mind, wrong item, etc.)
• Photos or video if applicable

Step 2 — Receive your Return Authorization Number (RAN)

We'll review your request within 2 business days and, if approved, issue a Return Authorization Number (RAN) and provide:

• The return shipping address
• Packaging instructions
• A prepaid label (for faulty / wrong-item returns only)

Returns sent without a RAN will be refused at our warehouse and returned to sender at your expense.

Step 3 — Pack and ship

• Pack the item securely in its original packaging.
• Write your RAN clearly on the outside of the parcel.
• Use a tracked and insured shipping service.
• For change-of-mind returns: you cover the shipping cost.
• Send return tracking number to info@nuroperformance.com once posted.

Step 4 — Inspection and refund

• We inspect returned items within 3 business days of receipt.
• If the item meets the return conditions, we process the refund (minus restocking fee if applicable).
• If the item does not meet the return conditions, we'll contact you with options (return at your cost, partial refund, or store credit).

8. Refunds — Timing and Method

How long refunds take

• Inspection: Within 3 business days of us receiving your return.
• Refund processed: Within 2 business days of inspection approval.
• Time to land in your account: 3-10 business days depending on your bank/card provider (Afterpay, PayPal, and credit card refunds vary).

Total realistic timeline: 7-15 business days from when we receive the return.

How refunds are issued

• Refunds are issued to the original payment method used at checkout.
• We cannot refund to a different card, bank account, or PayPal account.
• If the original payment method is no longer active, we will issue store credit of equivalent value.

What's deducted

• 20% restocking fee on change-of-mind returns.
• Original shipping fees on change-of-mind returns.
• Any cost of replacing missing parts (e.g., if you return a kit with parts missing).

9. Exchanges

We don't process direct exchanges. If you want a different item, please:

1. Return your original item under this policy.
2. Place a new order for the item you want.

This ensures the item you want is reserved for you immediately, rather than waiting for your return to land.

10. Sale & Promotional Items

• Items purchased on sale are eligible for return under the same terms as full-price items, unless explicitly marked as "FINAL SALE" or "CLEARANCE."
• Restocking fee and return shipping rules apply as standard.
• Refunds on discounted items are issued at the discounted price paid, not the original RRP.

11. International Orders

We currently ship within Australia and New Zealand. International returns follow the same policy, with these notes:

• The customer is responsible for all return shipping, customs, duties, and taxes on change-of-mind returns.
• We are not liable for items lost or damaged in international return transit. Use a tracked, insured courier.
• Refunds are issued in AUD at the rate at the time of refund — currency conversion losses are not covered.

12. Damage In Transit

If your parcel arrives with visible external damage:

1. Take photos before opening. This is critical for the courier claim.
2. Email info@nuroperformance.com with the photos within 48 hours of delivery.
3. We'll lodge a claim with the courier and arrange a replacement or refund — at no cost to you.

If you discover damage after opening (concealed damage), notify us within 7 days of delivery with photos of the item and packaging.

13. Disputes & Contact

We aim to resolve every issue fairly and quickly. If you're not happy with how we've handled a return or refund:

1. Email info@nuroperformance.com with the subject line "FORMAL COMPLAINT" and your order number. A senior team member will respond within 5 business days.
2. If we cannot resolve the issue, you can contact your state or territory consumer protection agency:
   • NSW: NSW Fair Trading
   • VIC: Consumer Affairs Victoria
   • QLD: Office of Fair Trading QLD
   • WA: Consumer Protection WA
   • SA: Consumer and Business Services SA
   • TAS: Consumer, Building and Occupational Services
   • ACT: Access Canberra
   • NT: Consumer Affairs NT

You can also lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.

14. Contact

Nuro Performance  Email: info@nuroperformance.com Hours: Monday–Friday, 9am–5pm AEST (excluding public holidays)

We respond to all return and warranty enquiries within 2 business days.

This policy is subject to change. The version in effect at the time of your order applies. Material changes will be communicated via email to active customers.