1. Introduction

1.1 This Returns & Refunds Policy explains how we handle returns, cancellations, refunds, and warranty claims for purchases made with WheelWork Customs.
1.2 Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Where the ACL provides you with rights or remedies, those rights always apply.

2. Your Rights Under the ACL

2.1 If a product has a major failure or does not meet consumer guarantees under the ACL, you may be entitled to a repair, replacement, or refund.
2.2 Each claim is assessed carefully and in accordance with the ACL.

3. Custom-Made Wheels

3.1 Custom wheels are manufactured to your specifications (e.g. diameter, width, PCD, offset, centre bore, load rating, finish, design).
3.2 No change-of-mind returns or cancellations are accepted once a custom order is confirmed and paid.
3.3 It is your responsibility to ensure all specifications are accurate and comply with legal requirements in your jurisdiction before approving production.
3.4 Minor variations in finish (e.g. coating, anodising, hand-work) are industry-standard and not considered defects.

4. Cancellations

4.1 Custom orders: Cannot be cancelled after confirmation. If we approve a cancellation as a goodwill exception, a cancellation fee of 10–100% (depending on production stage) will apply.
4.2 Non-custom items: May be cancelled before dispatch. If already dispatched, please contact us at wheelworkcustoms@gmail.com — cancellation is at our discretion.

5. No Returns After Tyre Fitment or Installation

5.1 You must inspect wheels upon delivery.
5.2 We cannot accept returns for items that have had tyres mounted, been balanced, or installed on a vehicle, unless a major failure under the ACL is confirmed.

6. Returns — Non-Custom Items Only

6.1 Where returns are permitted outside the ACL, you must request a Return Authorisation (RA) within 14 days of delivery by emailing wheelworkcustoms@gmail.com with your order number, reason for return, and photos (if applicable).
6.2 Returned items must be new, unused, unmounted, and in their original packaging with all accessories and hardware.
6.3 A restocking fee of 10–30% may apply.
6.4 You are responsible for return shipping costs, and these are non-refundable.
6.5 Exclusions: Items marked as Non-Returnable, personalised or customised items (including custom finishes), sale/clearance items, or items otherwise specified as non-returnable.

7. Transit Damage

7.1 If your order arrives damaged, notify us within 48 hours of delivery by email, including photos or videos of the product, packaging, and consignment label.
7.2 Keep all original packaging until the claim is resolved.
7.3 Once confirmed, we will arrange a repair, replacement, remedy, or refund.
7.4 The 48-hour notice assists with evidence for transit claims — however, your ACL rights are unaffected.

8. Defects & Warranty Claims

8.1 Contact us as soon as possible if you believe a product is defective. Include your order number, a description of the issue, and supporting photos or videos.
8.2 Do not mount tyres or install wheels until the claim is assessed.
8.3 If a defect is confirmed under the ACL or our limited warranty, we will provide a repair or replacement. If this is not possible, a refund will be offered.

9. Exclusions & Misuse

9.1 We cannot accept claims arising from:

• Incorrect specifications provided by the customer

• Use outside intended design (e.g. motorsport use unless rated)

• Damage from improper installation, incorrect torque, impact/kerbing, chemical cleaners, neglect, or poor maintenance

• Post-delivery damage unrelated to a manufacturing defect

10. Delivery & Risk

10.1 Delivery occurs when goods arrive at your nominated address or are collected by you or your agent.
10.2 Risk in the goods passes to you upon delivery or collection. Inspect all items immediately.
10.3 Where we accept responsibility for transit damage, that responsibility ends once the goods are delivered to you or your authorised agent.

11. Return Procedure (When Eligible)

11.1 Request RA: Email wheelworkcustoms@gmail.com to obtain a Return Authorisation number.
11.2 Pack Securely: Use original packaging, protect faces/lips, include all accessories, and clearly mark the RA number on the carton(s).
11.3 Ship & Insure: Use a trackable, insured service to the address we provide, and share tracking details with us. We are not responsible for lost, misplaced, or damaged return shipments.
11.4 Inspection & Outcome: Once received, we will assess the return within 5–10 business days and confirm the outcome (repair, replacement, or refund).

12. Fitment & Safety

12.1 It is your responsibility to verify brake/caliper clearance, hub engagement, load rating, tyre sizing, and hardware compatibility before tyre mounting.
12.2 Professional installation is strongly recommended.
12.3 Wheel and tyre packages built to your written specifications are deemed to fit as specified. Non-OEM stance or fitment is at your discretion and risk.

13. Care & Maintenance

13.1 Follow manufacturer guidelines for cleaning, torque checks, and inspection intervals.
13.2 Harsh chemicals or abrasives may damage finishes and void warranty claims.

14. Photos, Colours & Finishes

14.1 We strive to represent product colours and finishes accurately. However, lighting, screen settings, and batch variations may cause minor differences — these are not considered defects.
14.2 Variations may include slight differences in size, width, offset, PCD, finish, centre bore, and design style.

15. Documentation We May Request

15.1 During a return or warranty process, we may request documentation such as proof of purchase, vehicle/VIN details, alignment reports, fitment photos, installer notes, torque/balance records, and proof of delivery.

16. Governing Law & Disputes

16.1 This policy is governed by the laws of Australia.
16.2 If a dispute arises, we will attempt to resolve it informally. You retain all rights under the Australian Consumer Law.