BUYER PROTECTION
Trust & Guarantee
Buying custom wheels from a Chinese factory used to be a leap of faith. Wheels Unbranded® exists to remove that leap. Here is exactly how we protect your money, your build, and your right to recourse if something goes wrong.
The money-back guarantee
Every order is covered by a money-back guarantee, paid out of our service fee — not out of the factory's pocket. The guarantee covers three failure modes: non-delivery, wrong specs, and structural defects.
Non-delivery
If the wheels do not arrive within the agreed lead time plus a 60-day grace period, you receive a full refund — including any deposit and balance held in escrow. We pursue the factory; you do not chase.
Wrong specs
If the wheels are built to a different size, offset, bolt pattern, or center bore than the spec sheet you signed off on, that is on us to fix. You can return for a full refund or request a remake at no additional cost.
Structural defects
Cracks, hairline fractures, casting voids, weld failures, or other defects that make the wheels unsafe to drive on are covered for the first 12 months from delivery.
What is not covered
Subjective dissatisfaction is not covered. If a bronze finish is not the exact shade you imagined, that is a finish-decision risk inherent to any custom build — to minimise it we lock specs and finish references in writing before production starts. Curb rash, brake-dust pitting, or any cosmetic damage caused after delivery is also not covered.
How we vet factories
Wheels Unbranded® is not an open marketplace. We work with a curated panel of 5 vetted factory partners, each chosen against four criteria: production capacity, finish quality, communication discipline, and willingness to accept third-party inspection.
Every factory rep has demonstrated a delivery track record, communicates inside our message-by-message audit trail, and uses AI translation so language is never a barrier. If a factory misses delivery, ships defective work, or fails to communicate, they are removed from the panel and replaced. Quality enforcement is real because our money-back guarantee is on the line.
We do not name individual factories on the public site. Anonymity protects our partners from being approached directly by competitors and protects you from the risk of an unvetted factory representing themselves under our name. Whoever quotes your build has been pre-cleared.
Escrow-protected payments
When you accept a quote, your deposit and balance flow into a payment escrow operated by our payment partner. Funds release to the factory only when you confirm delivery. Until then, the factory has zero direct claim on your money.
This is the inverse of how most direct-from-China purchases work, where you wire money to a foreign account and hope. With Wheels Unbranded® the factory has the same incentive your local retailer would: deliver to your satisfaction, then get paid.
Customs, VAT, and road legality
Two responsibilities remain on you, the customer, by design. First: shipping, customs, and import VAT. Our prices are wheels-only. Shipping is quoted separately by the factory. We do not collect, calculate, or remit import duties on your behalf — they are paid by you directly to the courier on delivery. We provide a country-specific estimate before you confirm, so there is no surprise at the door. Most EU countries levy roughly 20 to 25 percent on top of the wheel price; the US, UK, and other regions vary.
Second: road legality. Different countries require different certifications — TÜV approval in the EU (especially Germany), JWL marking in Japan, DOT or SAE J2530 markings in the US. We disclose what certifications a given build will carry, but we cannot certify a wheel as road-legal in your jurisdiction on your behalf. Verifying compliance for the place you drive is your responsibility.
If something goes wrong
Open a ticket from your build chat or email hello@wheelsunbranded.com within 14 days of receiving your order. Send photos of the issue, your spec sheet, and a description of what is wrong. We respond inside 48 hours.
If the case is covered under the guarantee, you choose a remedy: full refund, partial refund (cosmetic flaws only), or remake. Returns of the physical wheels are coordinated by us at no cost to you. If we and the factory disagree on the cause, an independent third-party inspector can be engaged at our expense.
We aim to resolve every case inside 21 days from the day evidence is received.
Ready when you are.
Submit your build brief and a factory rep will reach out within 24 hours with an indicative quote.