1. Important Core Rules on Receipt
At Wheels 'N Customs we pack and inspect all shipments with the utmost care. If, despite this, a shipment is incomplete (such as missing fastening materials or parts of a bodykit) or an incorrect item has been delivered, the following two strict rules apply:
1. Notification deadline: Report defects or missing parts no later than within 3 working days (72 hours) after receipt of the parcel.
\r\n 2. Strict Processing Prohibition: Never NEVER fit, modify, paint or repair an incomplete, incorrect or damaged product without our written consent.
2. Why is there a Processing and Fitting Prohibition?
As an official dealer of reputable brands (such as Maxton Design) we are bound by strict procedures regarding factory claims and replacement deliveries. As soon as you start to fit, modify or paint an incorrect or incomplete product, legal doctrine on 'implied acceptance' comes into effect.
This has the following direct consequences:
- Impossibility of factory inspection: After fitting or modification the manufacturer can no longer determine where and when a defect or fault originated.
- Forfeiture of right to claim: Our ability to submit an official claim or request replacement from the manufacturer is lost immediately if the customer modifies or fits the product.
- Loss of warranty and return rights: Once a product has been modified or fitted without our written permission, any right to replacement, free re-delivery or return expires.
3. What is explicitly covered by the Processing Prohibition?
If you find that your shipment is incomplete or incorrect, the following actions are strict violations of our terms until written approval has been given:
- Fitting in advance: Fitting any received parts of a complete bodykit when the set has not been received in full.
- Drilling and screwing: Making drill holes, screws, applying sealant or 3M tape to the part.
- Painting or sanding: Having the part painted, wrapped, sanded or primed in colour.
- Removing protective films: Removing the original transparent or black protective film.
- Repairing yourself: Attempting to repair or alter fits or defects yourself.
4. Step-by-step: What should you do for an incomplete or incorrect delivery?
Follow the steps below immediately so your report can be handled quickly and correctly by our customer service:
Step 1: Stop unpacking or fitting immediately
\r\n Leave the items in the condition you found them. Do not remove protective films and do not make any changes.
Step 2: Take the required photos
\r\n Take clear photos of:
\r\n • All received products and any contents of the box.
\r\n • The product labels with item numbers on the parts and on the box.
\r\n • The packaging and the courier's shipping label.
Step 3: Reply directly to your invoice e‑mail
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Open the e‑mail in which you received the official invoice for your order and choose 'Reply' (Beantwoorden). Add your explanation and attach any photos as attachments.
Step 4: Wait for written instructions
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Our specialists will assess the report immediately and contact the manufacturer. You will receive written follow‑up steps from us or approval for replacement delivery.
5. Frequently Asked Questions (FAQ)
Can I already fit the bodykit parts I have received?
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No, this is explicitly not allowed. If you fit a part before the entire shipment is complete and inspected, you accept the product in its current condition. Any claims for missing parts may then be rejected.
What happens if I file the report only after a week?
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Reports submitted outside the legal/contractual period of 3 working days (72 hours) can no longer be processed by us or the manufacturer. Therefore check your delivery immediately upon receipt.
Can the paintshop sand the part in preparation for painting?
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No. Have paintshops or fitters inspect the part thoroughly first and perform a trial fit with the protective film still intact. As soon as a paintshop begins sanding or painting, all entitlement to warranty and fitment claims lapses.
