Refund policy

Non-Return and Made-to-Order Policy
Made-to-Order and Bespoke Products

The majority of products supplied by Wraptor Design are bespoke, low-volume automotive products that are manufactured, fabricated, modified, finished, or prepared in-house specifically following receipt of a customer’s order.

Where a product is made to the customer’s specifications, personalised, specially modified, or otherwise produced specifically for the customer or their vehicle, it cannot be cancelled, returned, exchanged, or refunded simply because the customer has changed their mind.

Once an order for a bespoke or customised product has been accepted and processing, fabrication, modification, customisation, finishing, or the ordering of special materials has begun, the sale is considered final, except where cancellation, repair, replacement, or refund rights are required by law.

By placing an order, the customer acknowledges that production or processing may begin shortly after payment and that bespoke or personalised products may not be suitable for resale to another customer.

This policy does not affect any statutory rights that cannot legally be excluded.

Standard Products

Where a product is not made to the customer’s specifications, clearly personalised, modified, or otherwise legally exempt from cancellation rights, any applicable statutory cancellation rights will continue to apply.

Where such a right applies, the customer must notify us within 14 days of receiving the product and must return it within the legally required period.

The product must be returned unused, unfitted, undamaged, and complete with its original packaging, components, labels, instructions, and accessories. The customer will normally be responsible for return postage unless the product is faulty, damaged, misdescribed, or incorrectly supplied.

Products that have been fitted, installed, modified, painted, wrapped, programmed, damaged, or used cannot be returned as unwanted goods.

Vehicle Compatibility

Customers are responsible for checking that a product is suitable for their specific vehicle, model, model year, engine, specification, and intended use before ordering.

Where requested, customers must provide accurate registration, VIN, engine, model, and specification information. Wraptor Design cannot be responsible for compatibility issues caused by inaccurate or incomplete information supplied by the customer.

This does not affect the customer’s rights where Wraptor Design has incorrectly confirmed compatibility in writing based on accurate information supplied by the customer, or where the product is faulty, misdescribed, or not as ordered.

Damaged, Faulty, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

The product has arrived damaged.
The product appears to be defective.
You have received the wrong product.
The product does not match its description or the confirmed order specification.

Please provide your order number, a description of the issue, and clear photographs or videos where reasonably requested. We will assess the matter and provide an appropriate repair, replacement, refund, or other remedy where required.

Do not fit, install, modify, repair, paint, wrap, programme, or alter a product that you believe is damaged or incorrect before contacting us. Doing so may affect our ability to investigate the issue, although it will not remove any statutory rights that legally apply.

Where we confirm that a product is faulty, damaged in transit, or incorrectly supplied, we will provide return instructions and cover reasonable return costs where required by law.

Exchanges

Bespoke, personalised, customised, specially modified, or made-to-specification products cannot normally be exchanged.

Where we agree to exchange an eligible standard product, the replacement product may need to be purchased separately after the original product has been returned and inspected.

Any exchange offered outside the customer’s statutory rights is entirely at the discretion of Wraptor Design.

European Union Customers

Customers purchasing from within the European Union may have a statutory 14-day right of withdrawal for certain distance purchases.

However, this right will not normally apply to goods made to the customer’s specifications, clearly personalised, specially modified, or made to order specifically for that customer.

Nothing in this policy excludes any mandatory consumer rights that apply within the customer’s country and which cannot lawfully be excluded.

International Orders, Import Duties, and Taxes

International orders may be subject to import VAT, customs duties, tariffs, brokerage charges, handling fees, clearance fees, or other taxes and charges imposed by the destination country, customs authority, courier, or delivery agent.

Unless expressly stated otherwise at checkout or on the order confirmation, these charges are not included in the product price or shipping charge paid to Wraptor Design.

The recipient is responsible for:

Checking the import rules that apply within their country.
Paying all applicable import duties, taxes, customs charges, brokerage fees, and handling fees.
Providing any information or documentation requested by customs or the delivery company.
Ensuring that the product can legally be imported into and used within the destination country.

Wraptor Design does not control these charges and is not responsible for the amount charged, changes to import rules, customs delays, clearance delays, or charges imposed by another country, customs authority, courier, or delivery agent.

Refusing delivery or failing to pay import charges does not create an automatic right to cancel or receive a refund for bespoke, personalised, customised, or made-to-specification goods.

Where a parcel is returned to us because import charges were not paid, delivery was refused, or the customer failed to complete customs clearance, any refund that may be legally due may be reduced by reasonable and unrecoverable shipping, customs, duty, handling, storage, or return costs, subject to applicable law.

Deposits and Advance Payments

Deposits and advance payments may be used to reserve workshop time, purchase materials, order specialist components, begin design work, or commence fabrication and production.

Where a customer cancels after costs have been incurred or work has begun, Wraptor Design may retain an amount reasonably reflecting the costs, work, commitments, and losses directly resulting from the cancellation.

We will not retain more than is permitted by applicable law. Where Wraptor Design is unable to provide the agreed product or service, the customer’s legal entitlement to a refund will not be affected.

Approved Returns

Before returning any product, please contact:

info@wraptordesign.com

Approved returns must be sent to:

Wraptor Customs
Unit 29/2
Kinwarton Farm Road
Alcester
Warwickshire
United Kingdom
B49 6EH

Products sent back without prior authorisation may be refused or returned to the sender, except where the customer has an applicable statutory right that does not require prior authorisation.

Customers should retain proof of postage and use an appropriately insured and trackable delivery service. Wraptor Design is not responsible for returned products until they have been delivered to and received by us.

Refunds

Where a refund is approved or legally required, we will notify the customer after the returned product has been received and inspected.

Approved refunds will be issued to the original payment method within the period required by applicable law. Banks and payment providers may take additional time to process and display the refund.

Original premium or expedited delivery charges will not normally be refunded beyond the cost of our least expensive standard delivery option, unless the product was faulty, damaged, misdescribed, incorrectly supplied, or the law requires otherwise.

For questions concerning an order, cancellation, return, or refund, please contact:

info@wraptordesign.com