Return & Lifetime Warranty Policy
Updated 18 December 2025
Our promise.
These rules protect our small, hand-built operation from unfair abuse, yet our goal is simple: keep you happy and rolling. If something feels off, reach out, and we will solve it together.
1. Order changes, cancellations.
Every system is built to your specifications. Within 5 business days after payment, we reserve materials and schedule production. Cancel any time before this date for a full refund. After that, a full cancellation is usually not possible. If we can stop the job, we will quote a fair partial-cost fee for work already completed. If you need to make any changes, email help@wheelsfeels.com. We will do our best to help.
2. Payment disputes and chargebacks.
A bank dispute sounds easy, yet it starts an automatic investigation that can freeze the funds for 30 to 90 days, add processing fees, and may flag your file for fraud review.
99% of problems are solved quickly and with zero fees when you email us first.
If you open a dispute before contacting us, we’re unable to provide support, including warranty service, until the bank resolves the case.
Banks follow their policies very strictly, and even a small technicality can lead to a decision in our favor, regardless of where the fault lies. That’s why we kindly ask you to email us first. We’re here to help and can often resolve things faster and easier without a dispute.
3. Returns and refunds.
We separate returns into two groups. In both cases, email us first, attach clear photos, and wait for our instructions before shipping anything back.
Situation A. Damaged, defective, or wrong item.
Notify us within 5 business days of delivery. Include photos of the outer box, the product, and the defect. Keep all packaging. We will email you all available solutions within 1-3 business days. If you wish to keep the product, we will replace the faulty part or the entire unit without charge on a schedule we confirm together. If you choose a refund, we will email a prepaid return label. After the item reaches us, we inspect it within 2 business days and issue the refund in 3-5 business days; your bank may take up to 10 more days to post the credit. We absorb any manufacturing or shipping defects, but if the product comes back with additional customer‑caused damage, such as installation marks, missing parts, deep scratches, dents, water exposure, or similar wear, we will deduct the cost of repair or replacement from the refund.
Situation B. Change of mind (no defect).
The item must not be assembled and requested within 14 days of delivery. Items showing signs of assembly and installation (or both) or use are not eligible for return. Repack in the original box with all foam and hardware, and photograph the packed carton for insurance. You pay return shipping.
After the item arrives, we inspect it within 3-5 business days. If it is in new condition, we will refund the product price within 3-5 business days. If we find damage or signs of use, we send photos and deduct the documented repair or restocking cost.
Return address is 1253 Hollywood Street, Unit 6, Houston, Texas, USA, 77015
Other important terms for returns.
All returned items (including warranty cases) must be fully disassembled prior to shipment. We do not provide pickup services and do not accept returns of assembled products.
The product must be packed in the original packaging. If the original packaging is no longer available, the item must be packed in comparable protective packaging of similar size and strength sufficient to prevent damage during transit.
Returns that arrive assembled, improperly packed, or damaged due to insufficient packaging may be refused or subject to a restocking fee.
Customers are responsible for providing a complete and deliverable shipping address. Shipments returned as “undeliverable” or refused upon delivery will be treated as a change-of-mind return. In such cases, actual round-trip shipping costs are the customers’ responsibility.
Returned items remain under the customer’s responsibility until scanned as received at our facility, so we strongly recommend carefully repacking in the original packaging, photographing the carton for proof, and insuring the shipment. We strongly recommend sending us photos of the packed return before handing it to the carrier. Missing components, hardware, or damage in transit due to inadequate packing will be documented with photos and deducted from the refund. We reserve the right to decrease a refund amount if returned items are not adequately packaged and arrive damaged as a result.
Custom orders, such as anything built to non‑catalog dimensions, made‑to‑order layouts, special coatings or finishes, engraved logos, or extra hardware added at checkout, are final sale and only returnable when a manufacturing defect is covered under warranty; if you’re unsure whether your order is custom, just ask before initiating a return.
4. Lifetime warranty.
Covered for life: any engineering or manufacturing defect that shows up during normal, recommended use. Not covered: normal wear, cosmetic fading, accidental damage, misuse, or installation that ignores our guide. Claim process: send photos or video, order number, and a short note. We troubleshoot, then supply free replacement parts or a full replacement, whichever fixes the issue fastest. Even issues outside the warranty, such as a lost key or years of rock rash, receive loyal-customer pricing on repairs or replacements. Any unauthorized modifications, drilling, or cutting of product components outside of recommended points will void the warranty.
5. Limitation of liability, force majeure, and international orders.
We are not liable for indirect, incidental, or consequential damages, including but not limited to towing fees, camping costs, or lost travel plans. Delays caused by events beyond our control, such as natural disasters, carrier strikes, or customs inspections, do not constitute grounds for cancellation with a refund of work already completed.
For international orders, all import duties, taxes, brokerage fees, and customs charges are the responsibility of the customer. Please note that once the carrier marks your order as delivered, responsibility for loss or theft lies with the customer.
For your safety and the best experience, please make sure to carefully read and follow all instructions and safety guidelines before using the product. Responsibility for safe and proper use rests with the user. We provide clear guidance to help avoid any issues, and we cannot be held liable for damages resulting from misuse or failure to follow the provided instructions.
6. Stolen packages.
Once the carrier marks your order as delivered, responsibility for loss or theft passes to the customer. If you require a signature on delivery, please leave a note in your order comments or email us before your item ships.
7. How to reach us.
Email help@wheelsfeels.com is monitored Monday to Friday, 9 AM-5 PM Central Time, closed evenings, weekends, and public holidays.
We answer within 1-3 US business days with clear next steps and, when applicable, a shipping label.
