Policy
The 10-Day Warranty
Every Veloce ambient lighting kit, forged trim set and cockpit retrim is covered for ten days from delivery against transit damage, missing parts and electrical faults. No restocking fees, no diagnostic charges, prepaid returns where a part has to come back.
- 10 days
- From carrier delivery date
- 48 hours
- Claim decision window
- 3 days
- Replacement dispatch or refund
What is covered
- Dead or flickering fibre-optic zones on arrival or within the 10-day window
- Controller faults: no power, no Bluetooth pairing, unresponsive channels
- Colour drift or a zone locked to the wrong colour
- Damaged diffuser, cracked lens or crushed loom found on unboxing
- Missing components against the packing list
- Wrong variant shipped (10-zone instead of 18-zone, wrong harness)
What is not covered
- Cutting, shortening or splicing the loom outside the marked service points
- Water ingress from pressure-washing the cabin or footwells
- Damage from mains voltage, jump-start surges or non-supplied power taps
- Adhesive marks or trim damage from removing panels without trim tools
- Cosmetic wear after installation (scuffed diffuser, fingerprints on lens)
- Loss of light output caused by painting or wrapping over the diffuser
How to claim
01
Note your order tag
Every Veloce order gets a unique tag in the format VLC-XXXXXX, sent in your confirmation email and shown on the tracking page. Claims are opened against that tag.
02
Open the claim within 10 days
The window starts on the delivery date recorded by the carrier — not the order date. Submit before the 10th day ends, at 23:59 in your local time zone.
03
Send evidence
Email warranty@veloce.neptora.ca with the order tag, a short description, one photo of the full installed or unboxed kit, and a 10-second video of the fault where the issue is intermittent.
04
Get a decision in 48 hours
Our technicians review each claim within two business days. Most electrical faults are diagnosed from the video alone, with no return required.
05
Replacement or refund
Approved claims ship a free replacement part within 3 business days, or a full refund to the original payment method if you prefer. Return labels are prepaid where a return is needed.
Installer note
Keep the loom labels and packing list until the ten days are up — they identify the production batch and speed a claim. Route power through the supplied fuse tap only; direct battery or accessory-socket wiring is the single most common cause of a declined claim.
Read the installation guideWarranty questions
When does the 10-day warranty period start?
On the delivery date recorded by the carrier for your tracked shipment. If delivery is disputed, we use the last carrier scan in your country.
Does installing the kit void the 10-day warranty?
No. Normal installation following our ambient lighting installation guide is fully covered. Only cutting the loom outside marked service points, or wiring to a non-supplied power source, voids coverage.
Do I need to return the faulty part?
Usually not. Most faults are confirmed from photo and video evidence and we ship a replacement immediately. Where a return is required, we send a prepaid label.
Can a professional installer file the claim for me?
Yes. Any installer can submit the claim as long as they quote your VLC order tag. Add their invoice if a diagnostic fee was charged.
How long do refunds take?
Refunds are issued within 3 business days of approval and typically appear on card statements in 5 to 10 business days depending on your bank.
What happens after the 10 days?
Controllers and LED engines carry a separate 12-month manufacturing defect warranty. The 10-day window is for fit, completeness, transit damage and dead-on-arrival faults.