Overview

Our refund and returns policy is relevant for custom-ordered products, and as such there is no possibility of cancelling and receiving a refund for factory ordered products. 

Factory Orders, Lead Times & Supply Chain

Many of the products offered on this website are not held in stock and are instead ordered from manufacturers or suppliers specifically to fulfil customer orders.

Where an item is a factory order or made-to-order product:

• The product is sourced from third-party manufacturers once an order is placed.
• Lead times are estimates only and are provided in good faith based on information available at the time of ordering or historical experience.
• Delivery times are not guaranteed and may vary due to manufacturer scheduling, production queues, quality control processes, shipping delays, and customs clearance.
• We do not have direct control over production schedules or real-time factory progress updates, and detailed tracking information is often not available until goods are dispatched from the manufacturer.

By placing an order for a factory order product, the customer acknowledges and accepts that:

• The order is being placed specifically with a manufacturer to fulfil their chosen specification.
• Significant time may pass between order placement and delivery.
• Delays are a normal and inherent part of the supply chain for these products.

Cancellation and Refunds for Factory Orders

Once a factory order has been placed with the manufacturer, it may not be possible to cancel the order without incurring costs from suppliers.

Accordingly:

• Cancellation rights for factory order products are limited once the order has been submitted to the manufacturer.
• Where cancellation is possible, any refund will be reduced to reflect costs already incurred, including but not limited to manufacturer charges, handling fees, and administrative costs.
• In many cases, cancellation is not possible once production has begun.

Nothing in this section affects your statutory rights. However, customers acknowledge that these products are not standard stock items and are subject to third-party manufacturing processes outside our direct control.

Communication and Updates

Due to the nature of factory order supply chains:

• Regular progress updates from manufacturers are not always available.
• We will provide updates where information is received from the supplier.
• A lack of interim updates does not indicate an issue with the order unless explicitly stated.

Purchases of stock wheels can be returned within 30 days. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If they have been fitted to a car, or had tyres mounted, then you are not eligible for a refund.

If 30-days have passed since your purchase, we can’t offer you a full refund or exchange.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If there is an error by Desmond Wheels EU or it’s partners and a refund is approved, a 20% cancellation fee is charged to cover processing and administrative costs.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@desmondwheels.co.uk.

Exchanges

We only replace items if they are defective or damaged, wheels cannot be exchanged.

Shipping returns

To return your product, please get in touch for a return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at sales@desmondwheels.co.uk for questions related to refunds and returns.