General Terms and Conditions

Article 1 – Definitions

In these terms, the following definitions apply:

• Supplementary contract: a contract under which the consumer acquires products in connection with a distance contract and these goods are supplied by the trader or by a third party.
• Cooling-off period: the period within which the consumer may exercise their right of withdrawal.
• Consumer: the natural person who is not acting for purposes related to their trade, business, craft or profession (B2C).
• Business Customer: the natural or legal person acting in the exercise of a profession or business (B2B).
• Day: calendar day.
• Custom-made: products that are manufactured or adapted according to the customer's specific wishes/instructions, are not prefabricated and are produced on the basis of an individual choice or decision of the customer (e.g. custom-drilled wheels (custom PCD), machined ET values, Real Carbon parts made to order, or parts painted in colour).
• Right of withdrawal: the possibility for the consumer to withdraw from the distance contract within the cooling-off period.
• Trader: Wheels 'N Customs V.O.F.

Article 2 – Identity of the trader

Article 3 – Applicability

• These general terms and conditions apply to every offer from the trader and to every distance contract concluded between the trader and the customer.
• Before the contract is concluded, the text of these terms will be made available to the customer in such a way that it can be easily stored digitally.
• If specific product terms apply, the consumer may, in the event of inconsistencies, always rely on the applicable provision that is most favourable to them.

Article 4 – The offer

• The offer contains a complete and accurate description of the products offered. Obvious mistakes or errors (e.g. unrealistic prices or technical programming errors) do not bind the trader.
• If an offer has a limited period of validity or is made under specific conditions (such as for custom-made products and extremely long delivery times for imports), this will be expressly stated in the offer.

Article 5 – The contract & Payments

• The contract is concluded at the moment the customer accepts the offer and meets the stipulated conditions. The trader will confirm this without delay by email.
• The trader takes appropriate security measures for the electronic transmission of data and secure online payments.
• We reserve the right to refuse or review, prior to acceptance, orders that include one or more small items solely with the aim of meeting or circumventing the threshold for free shipping.
• For payments via standard payment methods (such as iDEAL and SEPA bank transfer), Wheels 'N Customs does not charge additional fees. Only for specific payment methods where the external provider itself charges high transaction costs (such as Klarna or PayPal), the actual costs may be passed on, provided this falls within the legal (PSD2) guidelines and is stated transparently at checkout in advance.

Article 6 – Right of withdrawal & Depreciation (Consumers B2C only)

• The consumer may cancel a contract relating to the purchase of a standard product within a cooling-off period of 14 days without giving reasons.
• The cooling-off period starts on the day after the consumer, or a third party designated by the consumer (not being the carrier), has received the (last) product.
• During the cooling-off period, the consumer will handle the product and packaging with care. The product may only be handled and inspected as would be permitted in a physical shop to establish the nature, characteristics and functioning of the product. The product must expressly not be mounted under a vehicle, be fitted with tyres, be tried on without following the factory instructions, or be put into use.
• Liability for depreciation (art. 6:230s lid 3 & lid 8 BW): If the consumer goes beyond the legally permitted inspection — including but not limited to machine-mounting tyres on wheels, degreasing wheel beds, applying balancing weights, pressurising a wheel set or test-fitting on the hub — irreversible damage arises to the brand-new condition and commercial value of the product. The consumer is formally and legally liable for the resulting commercial and actual depreciation, which may range from 25% to 100% of the purchase value.
• State of packaging & Repackaging damage: Our large body parts (such as spoilers, diffusers and bumpers) are supplied in specific protective films and transport boxes to prevent scratch and impact damage. If the product is returned with damaged or torn packaging, missing protective films, or in a manner that impairs the brand-new condition for resale, actual damage arises due to the necessary repackaging, inspection and reduced B-grade market value. Pursuant to art. 6:230s lid 3 BW, the consumer is liable for this depreciation (standard set at 10% to 25% of the product value), which will be deducted from the refund.

Article 7 – Exercise of the right of withdrawal and Return Costs

• Registration: If the consumer makes use of the right of withdrawal, or wishes to report a defect, this must at all times be done by replying directly (reply) to the email in which the invoice of the order was received. This links all data.
• Returns procedure & Warehouse locations: We work with multiple specialised warehouses. After registration you will receive the exact and correct return address. The product must be returned no later than 14 days after registration in its original condition, undamaged, unmounted and including the original protective films.
• No physical drop-off: Returns are accepted only via an official transport/parcel shipment. Physically handing over returns at our location or workshop in Nijkerk is not possible due to internal logistics processes.
• Risk & Costs: The direct costs of the return shipment are entirely at the consumer’s expense. For large and bulky body parts (such as diffusers, bumpers and side skirts) that cannot be shipped via regular parcel post, we can — where logistically possible — offer our special transport/collection service. The actual collection and transport costs for this (approx. €29,95 to €79,95 incl. VAT, depending on size and region) will be set off against the refundable amount upon withdrawal. Wheels 'N Customs is never liable for transport damage or loss during the return shipment to our warehouse.
• As soon as we have received the return in good order and as-new condition, we will refund all payments (excluding return costs), at the latest within 14 days.

Article 8 – Exclusion of the right of withdrawal (Custom work, Wheel sets, Modifications & B2B)

• Business customers (B2B): The statutory consumer right of withdrawal does not apply to orders placed with a company name, Chamber of Commerce number or VAT number. Returns are only possible after express written approval. We are entitled to charge administration and restocking fees (standard 15% to 25%).
• Custom wheels & Real Carbon: Products that have been manufactured according to the customer’s individual and specific requirements or produced to order (such as custom-pcd wheels drilled to size, machined ET values, Real Carbon carbon fibre parts, or parts painted in colour) are by law strictly excluded from the right of withdrawal (art. 6:230p Dutch Civil Code). (Note: for Real Carbon, when installed in our workshop, the full fitment and installation guarantee naturally applies).
• Assembled Wheel Sets (Wheel + Tyre fitting): Wheels and tyres that, at the customer’s specific request, are physically assembled and balanced into a single wheel set, lose their pristine as-new condition due to the mounting operations (clamping on machines, adhesive weights, bead stretch). In the event of withdrawal of an already mounted wheel set, the statutory depreciation under art. 6:230s Dutch Civil Code (in accordance with our calculation model) will be deducted from the refund.
• Broken seals/films, paintwork & processed parts: Parts (such as Maxton Design diffusers and spoilers) from which the original protective film has been removed or whose mounting material has been opened, as well as parts that have already been painted in colour or installed by the customer (or a third party), are excluded from return.
• Modifications, Processing & Workshop customisation: The right of withdrawal is also strictly excluded for products that, at the request of, or with the express (written) consent of, the buyer, have been adjusted, modified, processed or custom-made. This includes, but is not limited to:
  • Cutting in or off, milling, adapting or processing parts for the purpose of vehicle-specific options or accessories (such as towbars, non-standard exhaust systems or sensors).
  • Custom parts specially ordered, machined or adapted to customer specification.
  Such customised or modified products cannot be returned, credited, or deemed defective after the work has been carried out or after delivery, due to the modification performed at the buyer’s request.

Article 9 – The Price

• During the validity period stated in the offer, prices will not be increased, except for price changes resulting from changes in VAT rates or compelling statutory regulations.
• The prices stated in the webshop for consumers include statutory VAT.

Article 10 – Conformity and Warranty

• The trader guarantees that the products comply with the contract and meet reasonable standards of soundness. The official manufacturer’s warranty against defects in construction and materials also applies.
• Paint on painted wheels carries a standard 1-year warranty. This paint warranty lapses immediately if wheels that are not explicitly designated as 'winter-suitable' are nevertheless used in winter conditions (in combination with brine/salt). No warranty is ever provided on polished (polished/machined) sections.
• Installation of body parts carried out in our workshop is covered by a 6-month warranty. An exception applies to products that are (factory) affixed solely with double-sided 3M tape (no warranty applies to these).
• Warranty always lapses in the event of: normal and acceptable wear (such as kerb damage), improper use, inadequate maintenance, use of car washes, aggressive wheel cleaners/acids, and exceeding the tightening torques (Nm) prescribed by the vehicle manufacturer when fitted by third parties.
• Real Carbon Structure Tolerances: Real Carbon is a handmade product. Minor weave variations (< 5%) or micro air bubbles in the clear coat that are inherent to the artisanal production process fall within acceptable tolerance limits and do not justify a claim or return.
• Big Brake Kits & Clearance: When purchasing wheels, spacers or brake components, the buyer is responsible for checking in advance the physical clearance around non-original brake callipers (Big Brake Kits). Fitment claims resulting from undeclared brake modifications are excluded.
• Exclusion of heat damage & modifications: Warranty on and liability for supplied body parts, diffusers, spoilers and exhaust systems further lapses at all times in the event of heat damage, melting damage or other defects caused by the specific condition of the buyer’s vehicle. Our products are developed and warranted solely for use on vehicles in original factory specification (OEM). Any form of damage resulting from aftermarket modifications (including chiptuning, so-called 'pops & bangs', or modified sports exhaust systems) is expressly excluded from warranty.
• Costs incurred by third parties (such as (de)installation by other garages, alignment costs, or paint shops) in warranty cases are never reimbursed by Wheels 'N Customs. Warranty is strictly limited to the (repair of the) supplied physical product itself.
• Installation of body parts carried out in our workshop is covered by a 6‑month warranty. An explicit exception applies to products that are attached solely or primarily by means of double-sided 3M tape and/or assembly adhesive/sealant (no installation warranty is provided for these).

Article 11 – Mounting Conditions, High Speed and Fitment Check

Fitment check prior to installation
The customer is required to test-fit (aerodynamic) styling parts on the vehicle prior to final installation (or painting in colour). Once (3M) tape, sealant, or drill holes have been applied, or protective films have been removed, any right to complaint (non-conformity) or return lapses. The part is then considered accepted.

Warranty, Liability, High Speed & Burden of Proof
We provide a standard 1-year warranty on installation work carried out by us, only provided that the use of the vehicle falls within regular legal frameworks and factory guidelines. The following strict exclusions and burdens of proof apply:

• No warranty on 3M-tape-only: No installation warranty is explicitly provided on parts that are affixed solely by means of double-sided (3M) tape. Their adhesion depends on weather and washing influences after you leave our premises.
• Loss or damage at high speeds: No warranty is provided for parts that come loose, break off or cause (consequential) damage during or as a result of driving at high speeds (e.g. in Germany or on the track). We never accept any form of liability for damage to the vehicle, the part or third parties.
• Legal Burden of Proof (Speed & Damage): If you wish to invoke warranty regarding a broken or damaged part, the legal burden of proof lies with you. You must demonstrate by means of irrefutable video evidence (e.g. a time-stamped dashcam recording) that the vehicle did not exceed the locally applicable maximum speed and that there was no external impact.

Additional Conditions for Suspension Installation (Springs & Coilovers)
When installing lowering springs and coilovers you explicitly agree to the exclusions below:

• Settling (Sagging): New springs require a running-in period and may still settle by a few millimetres. This falls outside warranty and does not justify a free height re-adjustment.
• Alignment & Calibration: Any tyre wear resulting from not aligning (in time) falls outside our liability. The customer is responsible for recalibrating ADAS/driver assistance systems.
• Wear to OEM parts: Lowering increases the load on existing OEM control arms, top mounts and drive shafts. Wheels 'N Customs is never liable for accelerated wear, defects or noises to pre-existing vehicle components.
• Ride comfort: A firmer ride comfort and slight mechanical (secondary) noises are inherent product characteristics of sports suspensions.

Mandatory Notification of Non-OEM Modifications
Our installation service is tailored to vehicles in original factory condition (OEM). You are required to explicitly inform us prior to an installation appointment if your vehicle is fitted with non-original parts (such as non-standard exhaust systems, engine tuning or modified bumpers). If you fail to do so, you bear full risk for fitment issues or heat damage and our liability lapses immediately.

No installation warranty on bonded/glued parts: For installation work carried out or supervised by us on body and styling parts that are affixed solely or primarily by means of mounting adhesive/sealant (such as polyurethane sealant or body sealant) (including, but not limited to: roof spoilers, boot spoilers, side skirt extensions and trims), no installation warranty is expressly provided. The adhesion and durability of bonded/glued parts after delivery are to a very large extent dependent on external factors beyond our control (such as weather influences, temperature fluctuations, car wash visits, the use of pressure washers, driving behaviour and mechanical load). The buyer/client must allow bonded parts the prescribed curing time after installation and regularly check adhesion themselves. Wheels 'N Customs accepts no liability whatsoever for detachment, damage or loss of parts that are mounted solely by means of sealant or glue.

Article 12 – Transport Damage Procedure

• Despite our utmost careful packaging, transport damage may unexpectedly occur due to the courier service. To be able to make a claim under the transport insurance, we urgently request that you report any visible damage upon delivery immediately to the driver (and have this noted on the scanner).
• If you only discover the damage after opening, please report this to us within 3 working days (72 hours) of delivery by replying to the invoice e-mail. Reports outside this period will no longer be processed by the transport insurer.
• You must document the damage with clear photos of: (a) the damage to the product itself, (b) all inner and outer packaging, (c) the shipping label on the box and (d) the product sticker. Always keep the original packaging and the box until the claim has been fully handled by us!

Article 13 – Incomplete or Incorrect Deliveries & Processing Ban

• Notification obligation: If a shipment is unexpectedly delivered incomplete (such as missing parts or mounting hardware) or with incorrect items, the customer must report this to us in writing no later than within 3 working days (72 hours) of receipt by replying to the invoice e-mail. The customer must include clear photos of the products received, the packaging and the product stickers with this report.
• Strict installation and processing ban: The customer is expressly prohibited from installing, modifying, repairing or painting incomplete, damaged and/or incorrect parts. It is also prohibited to install other parts of an incompletely delivered set (body kit) in anticipation of the missing part.
• Forfeiture of right to claim/warranty: As soon as the customer (or a third party engaged by the customer) processes, paints, repairs, or (partially) installs an incorrect, damaged or incomplete product without our express prior written consent (approval), this is legally regarded as unconditional acceptance of the product in its current condition.
• Consequence for the manufacturer: Because such actions immediately nullify our ability (and the manufacturer's ability) to investigate the cause of the defect and submit an official claim, in these cases the customer's right to complaint, warranty, replacement or subsequent delivery lapses immediately and completely. In the event of defects you must at all times await our instructions and our written approval before taking any action.

Article 14 – Deposits, Cancellations & Restocking Fees

• Deposit to cover costs: Wheels 'N Customs is entitled to require a deposit to cover the initial purchasing, assembly and workshop reservation costs.
• Distance selling to consumers: If a consumer cancels a contract for an unused and unmodified standard product within the statutory cooling-off period of 14 days, the contract will be dissolved and the deposit refunded (subject to the provisions regarding re-packaging and transport costs in accordance with Article 6 and 7).
• Set-off of Depreciation / Cancellation: If an order is cancelled by the buyer after parts have already been physically assembled/fitted, the packaging is seriously damaged, or outside the statutory cooling-off period, the deposit paid will be legally set off against the actual depreciation incurred (ex art. 6:230s BW), workshop costs, inspection damage and/or restocking fees.
• Purchases in the physical premises: For orders placed physically in our shop or workshop, the statutory Distance Selling cooling-off period does not apply. In the event of cancellation, Wheels 'N Customs is entitled to retain the deposit to cover order and transport costs already incurred.
• B2B and Custom-made: In the event of cancellation by business customers (B2B) or for custom-specific items, free cancellation is never possible. The deposit will be retained to compensate for cancelled orders, restocking costs and lost profits.

Article 15 – Storage Costs and Right of Retention

• If a product (such as wheels or suspension kits) is ready for installation/collection for you, or has been returned pending instructions from your side, and you do not respond to our written contact attempts for more than 3 weeks, we are compelled to charge warehouse/storage costs of €12.50 (incl. VAT) per week elapsed.
• If the cumulative storage costs approach or exceed the invoice value, we will immediately exercise our right of retention. We are legally entitled to dissolve the sale and then take the part into our own stock, sell it or destroy it to cover the storage costs.

Article 16 – Delivery and performance

• The trader will execute accepted orders with due speed, but no later than within 30 days, unless a different delivery period (e.g. for imports, pre-orders or custom-made items) has been agreed in advance.
• The risk of loss or damage rests with the trader until the moment of delivery to the consumer, unless otherwise agreed.

Article 17 – Complaints procedure and disputes

• Complaints regarding the performance of the agreement must be reported within a reasonable time after the customer has discovered the defect, fully and clearly described.
• All agreements between Wheels 'N Customs and the customer are solely and mandatorily subject to Dutch law.

Article 18 – Disclaimer & Damaged vehicles

• The information and specifications on our webshop are compiled with the greatest possible care. Wheels 'N Customs is not liable for damage resulting from any omissions or typographical errors.
• Our bodywork and styling parts are developed and guaranteed exclusively on brand-new vehicles in original factory condition (OEM). If a vehicle has previously suffered damage, has been resprayed, or exhibits chassis deviations, any form of fitment deviation falls outside our liability.

Article 19 – Privacy & Communication Protocol (GDPR)

• Written record: To ensure safe, traceable and correct handling of orders, returns, warranties and queries, important communication regarding ongoing or completed orders must at all times take place in writing by e-mail, preferably as a direct reply to your invoice e-mail.
• We do not accept official return or warranty submissions via social media, by telephone or via WhatsApp, as these channels are insufficiently reliable for the legally required archiving and record-building in accordance with the GDPR.
• Customer data is processed by Wheels 'N Customs solely for the performance of the agreement and is never shared with third parties for commercial purposes without consent, unless this is necessary for the carrier or to comply with a legal obligation.