Return, Refund & Replacement Policy

1. Return & Replacement Window

• Customers must submit return or replacement requests within 7 days from the date of delivery, subject to applicable law.
• Requests submitted after this period may be declined unless otherwise required by applicable law.
• Replacement products will be dispatched after the original product has been received and inspected by Audio Wheels.
• All requests are subject to the applicable eligibility requirements set out in this policy.

2. Change of Mind, Personal Preference & Customer Selection Errors

2.1 When the Customer Does Not Like the Product

If the correct product has been delivered in accordance with the order and its advertised specifications, and the customer does not like the product, changes their mind, or is dissatisfied solely due to personal preference, Audio Wheels does not ordinarily offer refunds for such change-of-mind requests. A replacement may be offered, subject to product eligibility, stock availability, and this policy.

This condition applies only where the product is not defective, deficient, damaged, incorrectly supplied, or materially different from its description or advertised characteristics.

Examples of personal preference include:

• The customer does not like the product's appearance after receiving it.
• The customer changes their mind after placing the order.
• The customer prefers a different colour or design, although the delivered product matches the order.
• The customer decides they no longer need the product.

2.2 Product Incompatibility Due to Customer Selection

Customers are responsible for verifying vehicle compatibility before placing an order, using the compatibility information and specifications provided on the product page.

Where a customer independently selects a product that is incompatible with their vehicle, and the selection was not recommended or suggested by Audio Wheels, the request will be treated as a customer-side selection error, provided the product supplied matches the order and its advertised description.

Policy outcome: A refund will not ordinarily be provided solely because of the customer's independent compatibility error. A replacement with a compatible product may be offered, subject to eligibility, availability, and this policy. Applicable reverse return shipping charges may apply.

3. Defective, Damaged, Incorrect or Misrepresented Products

The change-of-mind and customer-selection conditions in Section 2 do not apply to genuine product defects or incorrect supply.

Customers should contact Audio Wheels promptly if they receive:

• A product with a manufacturing or internal technical defect.
• A product damaged during delivery.
• A product different from the one ordered.
• A product materially different from its advertised specifications or agreed characteristics.
• A product with missing components that were represented as included.

Audio Wheels will investigate the claim and provide the remedy required by applicable law, which may include repair, replacement, refund, or another appropriate remedy depending on the circumstances.

A refund or other legally required remedy will not be denied solely because a customer does not have an unboxing video. Supporting evidence may be requested to help investigate a claim, but the claim will be assessed on its merits and applicable legal requirements.

4. Product Condition & Return Requirements

For returns or replacements based on personal preference or customer-side selection errors, the product must generally meet the following conditions:

• It is in its original physical condition.
• It is unused and has not been installed or modified, except to the extent inspection or use is permitted by applicable law.
• Original packaging, tags, accessories, and invoice are included.
• There are no scratches, physical damage, missing parts, or signs of misuse.
• It is properly packed to avoid damage during reverse shipping.

Products damaged due to improper handling or inadequate repacking by the customer may not qualify for a voluntary change-of-mind return.

These conditions will not be applied to exclude remedies required by law for defective, damaged, incorrect, or misrepresented products.

5. Reverse Return Shipping Charges

For eligible customer-initiated returns arising from personal preference or customer-side selection errors, a reverse return shipping charge of ₹100–₹250 may apply, depending on the product type, size, and shipping weight.

5.1 When the Charge Applies

• The customer does not like a correctly supplied, non-defective product.
• The customer changes their mind after placing an order.
• The customer independently orders a product that is incompatible with their vehicle, and the incompatibility was not caused by an Audio Wheels recommendation or material error in the product information supplied.

5.2 How the Charge Is Calculated

• The applicable charge will depend on the product and the associated reverse shipping cost.
• The exact applicable amount will be communicated to the customer before the return is confirmed.
• Where a refund is otherwise applicable, the charge may be deducted only where permitted by applicable law and the disclosed return terms.
• This charge will not automatically apply to genuine claims involving defective, damaged, incorrectly supplied, or materially misrepresented products.

6. Video Evidence

6.1 Unboxing Video

Customers are encouraged to record a clear, continuous video while opening their parcel. The video should show:

• The outer packaging.
• The shipping label.
• The unsealing process.
• The product and its condition inside.

This evidence helps Audio Wheels investigate claims involving damaged products, missing items, or incorrect deliveries.

The absence of an unboxing video will not, by itself, automatically disqualify a claim where a remedy is required under applicable law.

6.2 Return Packing Video

For voluntary returns and replacement requests, customers should record the product condition, accessories, packaging process, and sealed parcel before dispatch.

This evidence helps establish the condition of the product during reverse shipping. The requirement will be applied consistently with applicable law and will not be used to deny a legally required remedy solely because a video is unavailable.

7. Discount Coupons & Promotional Offers

Audio Wheels may offer promotional discounts through coupon codes, subject to the conditions disclosed for each offer.

1. 10% OFF on the First Order: NEWA10
2. 15% OFF on purchasing 2 or more products: AWHL15
3. 25% OFF on purchasing 5 or more products: AWHL25 — discontinued and no longer available.

Additional promotional offers may be introduced from time to time. Each offer is subject to its disclosed terms and eligibility conditions.

7.1 Returns on Quantity-Based Discount Orders

Where a customer requests a voluntary return under a quantity-based promotion, the discount and refund calculation may need to be adjusted if the remaining quantity no longer qualifies for the original offer.

For claims involving defective, damaged, incorrect, or materially misrepresented products, no promotional condition will be used to deny a remedy required by applicable law.

8. First-Order Coupon (NEWA10)

• The standard 7-day request window in Section 1 applies.
• A change-of-mind request will be assessed under Section 2; the use of this coupon does not automatically create a right to a refund.
• If a refund is otherwise applicable, the calculation will reflect the discount applied to the order and any lawful, disclosed adjustments.
• Defective, damaged, incorrect, or materially misrepresented products will be assessed separately under Section 3.

9. Refund Processing

Where a refund is approved or otherwise required under applicable law:

• The refund will ordinarily be initiated to the original payment method after the return has been received and inspected, where inspection is applicable.
• Audio Wheels aims to process eligible refunds within 5–7 business days after product inspection.
• Any deduction, including reverse return shipping charges, will be made only where permitted by applicable law and the disclosed terms.
• Banking holidays, payment-provider processing, or other external factors may affect the time taken for the amount to appear in the customer's account.

If a refund is delayed beyond the stated timeline, customers may contact Audio Wheels for a status update.

10. Refunds Through Banks & Payment Providers

After Audio Wheels initiates a refund, the bank or payment provider may require additional time to credit the amount.

• If the status is “Processing” or “In Progress,” customers may contact their bank or payment provider for an update.
• If the transaction is confirmed as failed or unsuccessful, Audio Wheels will investigate and re-initiate the refund where appropriate.
• Audio Wheels will provide reasonable assistance with refund-status enquiries and will not use third-party processing delays to avoid its own obligations under applicable law.

11. Replacement Conditions

• Replacement is subject to stock availability and product eligibility.
• An approved replacement will ordinarily be limited to the same product category as the original purchase.
• Any replacement must be consistent with the remedy agreed upon or required under applicable law.
• If the requested replacement is unavailable, Audio Wheels will discuss the available options with the customer, subject to applicable legal requirements.

12. Additional Conditions

• All return and replacement requests will be assessed individually.
• Audio Wheels may decline voluntary return requests that do not meet the disclosed eligibility conditions.
• Suspected fraud or misuse may be investigated using reasonable evidence.
• Nothing in this policy excludes a consumer's statutory rights or remedies.
• Warranty claims will be handled according to the applicable product warranty terms, subject to consumer protection law.

13. Customer Support & Grievance Redressal

For return, refund, replacement, warranty, or product compatibility enquiries, customers may contact Audio Wheels using the following details.

Customers are encouraged to include their order number, registered contact details, and a clear description of their concern when submitting a complaint so that it can be investigated efficiently.

Audio Wheels is committed to transparent communication, fair grievance handling, and compliance with applicable consumer protection laws.