Refund policy

Returns Policy

This Returns Policy applies to all purchases made through this website and should be read alongside our Terms of Use.

Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

1. Change of Mind Returns (30 Days)

You may return eligible items within 30 days of delivery for a refund, provided that:

  • The item is unused

  • The item is in original condition

  • All original packaging, accessories, and documentation are included

  • The item has not been installed, ridden, or modified

Refunds will be issued for the product cost excluding the original outbound shipping costs, unless the return is due to our error.

2. Exclusions – Custom-Built Wheels

Custom-built wheels made to customer specifications are non-returnable and non-refundable, except where the item is:

  • Faulty

  • Not as described

  • Not of satisfactory quality

This exclusion is permitted under Regulation 28 of the Consumer Contracts Regulations 2013.

Customers are responsible for ensuring all specifications selected at the time of ordering are correct and compatible with their bike and intended use.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty

  • Damaged in transit

  • Incorrect

Please contact us as soon as reasonably possible.

In these circumstances:

  • We will arrange or reimburse return shipping costs

  • You will be offered a repair, replacement, or refund in line with UK consumer law

Faults caused by misuse, crashes, incorrect installation, lack of maintenance, or normal wear and tear are not covered.

4. How to Request a Return

To request a return, please contact us via the website Contact page and include:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

We will respond with instructions on how to return the item(s).

Returns sent without prior authorisation may be refused.

5. Return Shipping

Unless the return is due to our error:

  • The customer is responsible for return shipping costs

  • We recommend using a tracked and insured service

  • We cannot accept responsibility for items lost or damaged during return transit

6. Refunds

Once returned items are received and inspected:

  • Refunds will be processed within 14 days

  • Refunds will be issued to the original payment method

In all cases, we aim to complete refunds within four weeks of receipt of the returned item.

7. Condition of Returned Items

We reserve the right to:

  • Refuse a refund, or

  • Apply a partial refund

If items are returned used, installed, damaged, incomplete, or not in resaleable condition.

8. Returns Address

All returns must be sent to the following address:

Wheel Builder UK
Unit 4, The Bell Business Park
Cardrew Industrial Estate
Redruth
TR15 1SS
United Kingdom

Please ensure your return:

  • Is clearly labelled

  • Includes your return address

  • Includes your contact details and order number

9. Contact

If you have any questions about returns or eligibility, please contact us via the website before returning any items.