Last updated: 27 July 2026

2.1 Scope

This policy applies to orders placed through wheelswarehouse.co.za, by telephone, WhatsApp, email or another authorised Wheels Warehouse sales channel.

2.2 Cancelling before dispatch

A customer may request cancellation before an order has been dispatched.

Where the order has not yet been processed, allocated, specially ordered or collected by a courier, Wheels Warehouse will normally cancel it without a handling charge.

Payment-provider, banking or administrative costs may only be deducted where legally permitted and properly disclosed.

2.3 Online cooling-off period

Where the cooling-off provisions of the Electronic Communications and Transactions Act apply, a customer may cancel an eligible online purchase without giving a reason within seven days after receiving the goods.

The customer may be responsible only for the direct cost of returning the goods. A qualifying refund must be processed within the legally required period, which ECTA states as 30 days from cancellation.

The customer must notify Wheels Warehouse in writing at [RETURNS EMAIL] before returning the product.

2.4 Direct-marketing purchases

Where a transaction resulted from direct marketing, the customer may have a separate right to cancel within five business days after the later of:

• The date on which the agreement was concluded; or
• The date on which the goods were delivered.

Qualifying direct-marketing refunds must be handled within the periods prescribed by the Consumer Protection Act.

2.5 Conditions for change-of-mind returns

To qualify for a change-of-mind return, the product should be:

• Unused and unfitted.
• Free from scratches, mounting marks, chips and damage.
• In its original condition.
• Returned with all caps, nuts, bolts, accessories and packaging supplied.
• Securely packaged to prevent transport damage.
• Accompanied by proof of purchase.

A reasonable deduction may be made where permitted by law for use, missing packaging, damaged packaging, missing components or restoration required to make the product fit for resale.

2.6 Products that have been fitted or altered

Unless the product is defective, incorrectly supplied or otherwise returnable by law, Wheels Warehouse may refuse a change-of-mind return where:

• A tyre has been mounted to the wheel.
• The wheel has been fitted to a vehicle.
• The product has been driven on.
• Mounting or wheel-nut marks are present.
• The wheel has been drilled, machined, welded, repaired or modified.
• A custom colour, finish or specification was ordered.
• The product was specially sourced for the customer.
• The product is no longer in a resalable condition.

The Consumer Protection Act recognises that return rights may be affected where goods have been physically altered, installed, attached or combined with other goods.

2.7 Incorrect fitment selected by the customer

The customer is responsible for checking the vehicle’s PCD, size, offset, centre bore and other fitment requirements before purchasing.

Unused and unfitted products incorrectly selected by the customer may be considered for exchange, subject to:

• Stock availability.
• Inspection and approval.
• Payment of any price difference.
• Return and redelivery costs.
• Any reasonable handling or restoration charge permitted by law.

2.8 Incorrect product supplied by Wheels Warehouse

Where Wheels Warehouse supplies a product that does not match the confirmed order, Wheels Warehouse will arrange the appropriate collection, replacement or refund without charging the customer for the error.

The customer must not fit or use a visibly incorrect product.

2.9 Damaged deliveries

The customer should inspect the shipment before signing for delivery where reasonably possible.

Visible damage should be recorded on the courier’s delivery document and photographed immediately.

Customers should report damaged goods within 48 hours to assist with the courier claim. Failure to report within 48 hours does not remove any statutory rights.

2.10 Defective products

Defective goods are dealt with under the Warranty and Claims Policy.

During the statutory six-month implied warranty period, qualifying defective goods may be repaired, replaced or refunded at the consumer’s direction, subject to the Consumer Protection Act.

2.11 Refund method

Approved refunds will ordinarily be paid through the original payment method.

Where that is not possible, Wheels Warehouse may request verified banking details. For fraud prevention, the account may need to be held in the name of the original purchaser.

Banking and payment-provider processing times are outside Wheels Warehouse’s direct control.

2.12 Special orders

A special-order product is an item sourced, imported, manufactured, finished or configured specifically for the customer.

Special orders may not be cancelled after procurement or production has begun, except where:

• Required by law.
• The goods are defective.
• Wheels Warehouse supplied the wrong product.
• Wheels Warehouse agreed otherwise in writing.