Refund Policy.

Policy scope and consumer rights

This Refund Policy applies to wheels, accessories and related products purchased directly from KOYA Wheels Australia. It should be read together with our Terms & Conditions and Warranty.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

A request may be assessed differently depending on whether it concerns change of mind, an approved customer specification, shipping damage, installation damage, a minor failure or a major failure.

Custom-made orders and change of mind

2.1 Why custom orders are different

KOYA wheels may be manufactured, machined, drilled or finished to the customer’s approved specification, including design, diameter, width, offset, PCD, centre bore, profile and finish. A completed custom product may not be suitable for another customer or vehicle.

2.2 No change-of-mind returns

Once the specification is approved and production has commenced, KOYA does not accept cancellation, modification, return or refund merely because the customer:

• changed their mind or no longer wants the product;
• selected or approved an incorrect specification, finish or option;
• found another product or price elsewhere; or
• sold, changed or no longer owns the intended vehicle.

Before production begins, KOYA may consider a requested change or cancellation at its discretion. Any approval may be subject to costs already incurred and must be confirmed in writing.

Inspection before tyre fitting

Inspect every wheel as soon as reasonably practicable after delivery and before any tyre is mounted. Check the finish, quantity and approved specifications, including diameter, width, PCD, offset and centre bore.

If a wheel appears damaged, incorrect or materially different from the approved order, do not fit a tyre or install the wheel. Contact KOYA and provide photographs of the wheel, label and packaging.

Tyre fitting does not automatically remove rights under the Australian Consumer Law. However, damage caused by tyre mounting, handling, balancing equipment, incorrect hardware or installation is not a manufacturing defect and may affect the assessment of the claim.

Faulty, unsafe or incorrectly supplied products

If a product does not meet an applicable consumer guarantee, the available remedy depends on whether the failure is major or minor. KOYA is entitled to reasonably assess the product and the cause of the issue.

Examples of a potentially major failure

• the product is unsafe;
• it is substantially different from the description, sample or approved specification;
• it cannot be used for its normal purpose, or an agreed disclosed purpose, and cannot easily be fixed within a reasonable time; or
• it has one serious problem or several problems that would have stopped a reasonable customer buying it if known beforehand.

Whether a problem is major or minor depends on the individual facts and cannot be determined by the label used in a claim.

Shipping damage and missing deliveries

If KOYA arranged the delivery and the shipment is lost, incomplete or arrives damaged, contact KOYA as soon as reasonably practicable so we can investigate with the carrier.

Please keep the product, shipping labels and packaging and provide clear photographs or video where available. Retaining the packaging assists the investigation but is not a condition that removes any right available under law.

Where possible, note obvious packaging damage with the delivery driver before accepting the shipment. Do not install or use a visibly damaged product.

Return and assessment process

Before returning a product, contact KOYA for return instructions. Unauthorised freight, cash-on-delivery shipments or products sent without sufficient identification may be refused or delayed.

KOYA may request:

• proof of purchase, order number or invoice;
• vehicle and installation information;
• photographs or video showing the issue;
• tyre, hardware, torque and use information; and
• a reasonable opportunity to inspect or test the product.

The assessment will consider the approved specification, product condition, installation, maintenance, intended use and likely cause of the problem. Assessment does not remove or delay rights beyond what is reasonable under the Australian Consumer Law.

If no product failure is found, or the issue was caused by a matter not covered by this policy or law, reasonable inspection, freight or repair costs may be quoted before further work is performed.

Situations not treated as a product failure

A repair, replacement or refund is not available where the product meets the approved specification and the issue results solely from:

• change of mind or personal preference;
• incorrect or incomplete information supplied or approved by the customer;
• tyre fitting, incorrect hardware, incorrect torque or improper installation;
• vehicle modification, insufficient clearance or use outside the approved application;
• impact, potholes, kerbs, collision, overloading, misuse, neglect or abnormal use;
• motorsport or competition use not approved for the supplied product; or
• normal wear or a disclosed, acceptable production variation that does not cause the product to fail a consumer guarantee.

This section does not apply where KOYA’s goods or representations failed to meet a consumer guarantee. Each claim is assessed on its individual circumstances.

Freight and associated customer costs

Do not incur tyre removal, refitting, balancing, alignment, storage, vehicle hire or other third-party costs without first contacting KOYA. These costs are not automatically approved or reimbursed.

If a confirmed failure means the customer is legally entitled to recover reasonable return or associated costs, KOYA will meet those obligations. Where a faulty product is large, heavy or difficult to return, contact us so an appropriate collection or freight arrangement can be considered.

If the assessment finds no failure covered by law or this policy, the customer may be responsible for return freight and any authorised work.