Refund policy

Last updated: 18 August 2026

The short version

Custom wheels are final sale. Every set is drilled, bored, and finished for one specific vehicle, so there is no shelf to put it back on. Stock items that we sell off the shelf can be returned within 30 days. The details are below, and we would rather you read them before you order than after.

1. Made-to-order wheels are final sale

Every NEW GEN wheel is built to order. We drill the bolt pattern, machine the hub-centric bore, set the offset or backspacing, and apply the finish to the specification confirmed on your build sheet. Once a build is released to production, the order cannot be cancelled, returned, refunded, or exchanged.

This applies to all custom and made-to-order wheels, including but not limited to bolt pattern, diameter, width, offset or backspacing, center bore, finish, hardware, and cap selection.

By placing a custom order you acknowledge that you have reviewed the confirmed build sheet and that you accept these terms.

2. Cancelling before production starts

You can cancel a custom order for a full refund if you contact us in writing at sales@newgenwheels.com within 48 hours of order confirmation and we have not yet released the build to production.

After that point the order is final. We buy material and schedule machine time against confirmed orders, so once a build enters the queue the cost is committed.

If you are unsure whether your build has started, ask us. We will tell you where it is in the queue.

2a. Deposits

Where you pay a 50% deposit rather than paying in full, the deposit follows the same rule as the order. It is refundable in full during the 48 hour cancellation window described above, and non-refundable once the build is released to production.

The balance is due before the wheels ship. If a completed build goes unpaid for more than 30 days after we notify you it is ready, we may treat the order as abandoned and retain the deposit. We will contact you more than once before it comes to that.

3. How we confirm your specifications

We confirm every specification with you in writing before production. That confirmation is the record of what you ordered.

You are responsible for the accuracy of the vehicle information and measurements you supply. If you give us a bolt pattern, offset, backspacing, brake clearance, or ride height that turns out to be wrong for your vehicle, the wheels are still built correctly to the confirmed specification and the order remains final. We will help you sort out a fix, and any rework or replacement is quoted as new work.

If you are not certain of your specs, say so before you approve the build sheet. Working them out with you is part of the job.

4. Finish, color, and appearance

Finishes are applied by hand. Brushed, polished, and color-matched surfaces vary slightly between wheels and between production runs. Screens, photographs, and the AI visualizer on our product pages are previews, not exact color matches. Variation in finish appearance is not a defect and is not grounds for return.

If matching a specific color matters to your build, ask us for a physical sample before you approve the build sheet.

5. Manufacturing defects

If a wheel arrives with a manufacturing defect, we will repair or replace it. Contact us at sales@newgenwheels.com within 10 days of delivery with your order number and clear photographs of the issue.

Do not mount, machine, refinish, or disassemble a wheel you believe is defective. Doing so voids the claim. See our Warranty for the full terms and the claim process.

6. Freight damage

Wheels ship boxed and insured. Inspect the packaging before you sign for it.

If the packaging shows any substancial damage, note it on the delivery receipt before signing and photograph the crate and its contents. Then contact us within 48 hours of delivery. A signed clean delivery receipt makes a freight claim difficult to win, so the note on the receipt matters more than anything else you can do.

See our Shipping Policy for the full procedure.

7. Stock and non-custom items

Items we sell from stock, such as apparel, accessories, and hardware, can be returned within 30 days of delivery if they are unused, uninstalled, and in original packaging.

Request a return at sales@newgenwheels.com before shipping anything back. Returns sent without prior authorization may be refused. You pay return shipping unless the item is defective or we shipped the wrong thing. Refunds go back to the original payment method within 10 business days of us receiving and inspecting the return.

8. Refunds

Approved refunds are issued to the original payment method. Your bank or card issuer sets the timing on their end, which is usually 5 to 10 business days after we process it.

If financing paid for the order, the refund goes back to the financing provider rather than to you, and their terms govern what happens after that. Interest or fees already charged by the financing provider are between you and them. We cannot refund those.

9. Questions before you order

Ask them. Call (602) 806-7222 or email sales@newgenwheels.com. A conversation before the build is cheaper for both of us than a dispute after it.

Contact

NEW GEN Custom Wheels
7201 W Oakland St, Ste 2
Chandler, AZ 85226
sales@newgenwheels.com
(602) 806-7222