Refund policy

Last Updated: 15 August 2026

This Returns, Refunds and Cancellations Policy applies to purchases made from WheelWork Customs Pty Ltd, trading as WheelWorkCustoms, through wheelworkcustoms.com.

This policy applies to orders delivered within Australia.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, the customer may choose a refund or replacement. If a product has a minor failure, we may provide a repair or another appropriate remedy within a reasonable time.

Rights concerning faulty, unsafe, incorrectly described or incorrectly supplied products are separate from our voluntary change-of-mind return conditions.

Change-of-Mind Returns for Standard Products

We accept change-of-mind returns for eligible standard, non-custom products when all of the following conditions are met:

• The return request is submitted within 14 calendar days after delivery.
• Written return authorisation is obtained before the product is sent.
• The product is unused, uninstalled and unmounted.
• Tyres have not been fitted to the wheels.
• The product has not been modified, damaged or used on a vehicle.
• The product is returned with its original packaging, accessories and hardware.
• The product is suitable for resale as new.
• Valid proof of purchase is provided.

The customer is responsible for the return shipping cost for an approved change-of-mind return.

Original delivery charges, expedited-delivery charges and additional services are not refundable for a change-of-mind return unless required by law.

Custom and Made-to-Order Products

Custom, personalised, made-to-order and specification-based products are manufactured or prepared using specifications approved by the customer.

These products include custom forged wheels, carbon wheels, custom finishes, non-standard sizes, offsets, bolt patterns, centre bores, colours and other customer-selected specifications.

A custom or made-to-order product cannot be returned solely because the customer changes their mind after production has started.

This restriction does not apply when the product:

• Has a major or minor failure under the Australian Consumer Law.
• Is unsafe.
• Does not match the approved written specifications.
• Is materially different from its description.
• Was incorrectly manufactured or supplied by us.
• Is otherwise subject to a legal repair, replacement or refund right.

Cancelling a Standard Order

A customer may request cancellation of a standard, non-custom order before dispatch.

If the order has not been dispatched or committed to a non-recoverable supplier or carrier cost, we will cancel the order and refund the amount paid.

After an order has been dispatched, it cannot be treated as a pre-dispatch cancellation. The customer may request a return after delivery under the applicable return conditions.

Cancelling a Custom Order

A custom-order cancellation request must be submitted in writing.

If production has not started, we will advise whether the order can be cancelled and identify any actual, reasonable and non-recoverable costs already incurred specifically for the order.

After production has started, a change-of-mind cancellation may be refused or the refund may be reduced by reasonable, documented and non-recoverable costs incurred for the order.

These cancellation conditions do not limit any remedy required under the Australian Consumer Law.

Customer-Supplied Fitment Information

Customers must provide complete and accurate vehicle and fitment information, including the vehicle make, model, year, variant and relevant modifications.

Non-standard brakes, suspension changes, spacers, hub conversions, body modifications and other factors affecting fitment must be disclosed before the order is approved.

If a product is manufactured correctly according to inaccurate specifications supplied and approved by the customer, it may not qualify for a change-of-mind return.

This does not remove our responsibility for incorrect advice, incorrect manufacturing or another error caused by WheelWorkCustoms.

Inspection Before Tyre Installation

Customers and installers must inspect and test-fit wheels before tyres are mounted or the vehicle is driven.

The following must be checked:

• Bolt pattern
• Centre bore and hub seating
• Offset and wheel width
• Brake and suspension clearance
• Body and guard clearance
• Fastener type and engagement
• Product condition and finish

Do not mount tyres, modify the wheels or drive the vehicle if the product appears incorrect or damaged. Contact us before installation.

Installation does not remove rights concerning a product failure under the Australian Consumer Law. However, it may affect eligibility for a voluntary change-of-mind return when the product is not faulty.

Products Damaged During Delivery

Customers must inspect the packaging and products as soon as possible after delivery.

If a product appears to have been damaged during delivery, contact us and provide:

• The order number
• A description of the damage
• Photographs of the outer packaging
• Photographs of the shipping label
• Photographs or video of the affected product
• Relevant delivery information

Customers must retain the packaging until the claim has been assessed. Prompt notification assists with the carrier investigation but does not remove rights available under the Australian Consumer Law.

Faulty, Unsafe or Incorrect Products

Contact us if a product:

• Is faulty or unsafe.
• Does not match its description.
• Does not match the confirmed order specifications.
• Is different from the product ordered.
• Is missing a material component.
• Cannot perform a purpose expressly agreed before purchase.

Depending on the nature of the problem and applicable law, the remedy may include repair, replacement, refund, reimbursement of reasonable return costs or another legally required solution.

Return Authorisation

Do not send a product to our registered office, principal place of business or another address without written return authorisation.

To request a return, email support@wheelworkcustoms.com and include:

• Your full name
• Order number
• Product name
• Reason for the request
• Relevant vehicle and fitment information
• Supporting photographs or video where applicable

After reviewing the request, we will provide the applicable return instructions and authorised return location.

Returning an Approved Product

An approved return must be packaged securely and returned according to the instructions provided.

For a change-of-mind return, the customer must use a trackable and adequately insured delivery service.

WheelWorkCustoms is not responsible for damage caused by inadequate return packaging arranged by the customer.

If the return concerns a failure covered by the Australian Consumer Law, we will arrange collection or reimburse reasonable return costs where required by law.

Assessment

Returned products may be inspected to confirm their condition, specifications and the nature of the reported problem.

We will complete the initial assessment within 5–10 business days after receiving the returned product and all information required for the assessment.

If additional technical or manufacturing assessment is required, we will notify the customer.

Refund Processing

After a refund is approved, it will be issued to the original payment method.

We will initiate the approved refund within 5 business days after approval. The customer’s bank, card issuer or payment provider may require additional processing time before the funds appear.

A full refund provided under the Australian Consumer Law will include all amounts required to be refunded by law.

Sale and Clearance Products

A sale or clearance product may be excluded from our voluntary change-of-mind return policy if this is clearly disclosed before purchase.

A discounted or clearance price does not remove Australian Consumer Law rights concerning an undisclosed fault, unsafe product, incorrect description or another failure to meet an applicable consumer guarantee.

Products Excluded from Change-of-Mind Returns

The following products are not eligible for a voluntary change-of-mind return:

• Custom or made-to-order products after production begins
• Products with tyres mounted
• Installed or used products
• Modified products
• Products damaged after delivery
• Products returned without required accessories or components
• Products that cannot be resold as new
• Products identified as final-sale or non-returnable before purchase

These exclusions do not apply when a remedy is required under the Australian Consumer Law.

Contact Information

Legal Entity: WheelWork Customs Pty Ltd
Trading Name: WheelWorkCustoms
Email: support@wheelworkcustoms.com
Phone: +61 452 104 456
Support Hours: 9:00 am to 9:00 pm, seven days a week
Time Zone: Melbourne time, AEST or AEDT as applicable