Refund policy
Returns
IMPORTANT: Since our products are fully custom-made, we will be unable to change the specifications of the order after the order has started production. Please ensure the specifications of the order are correct and final before production starts.
To be eligible for a return after you have recieved your order, it must meet all the following conditions:
Remain unused: No signs of use/damage, and still have all original packaging
Proof of order: present proof of purchase or a receipt of the item bought.
Defective product: The product does not work as intended or advertised.
Customers are responsible for return shipping costs. Once the returned item has been received and inspected to confirm it is unused or qualifies as defective, the refund will be processed accordingly.
Refunds
To be eligible for a refund BEORE receiving a custom product, it must meet the following conditions:
Not entered production: The order must be canceled prior to starting production, as our products are made to order.
Any steering wheel refunds will incur a $100USD restocking fee.
Restocking Fee
Custom and made-to-order steering wheels require specialised components and preparation before production begins. Because of this, cancellations or returns on eligible items will incur a $100 restocking fee. This fee helps cover the initial processing and setup involved with each order.
The restocking fee applies to:
- Order cancellations requested after processing has begun and production has not started.
- Approved returns or exchanges for reasons not related to a defect or an error on our part
This fee does not apply if the product arrives defective or if there were items damaged during shipping.
Item took too long to arrive
If the order took more than 3 Months from the date of purchase. As our products are fully custom-made, our timeline may vary. If the order may take more than 3 months to arrive, we will notify you as soon as possible.
Our policy for returning items is 30 days after the product has been received. If 30 days have passed since the arrival of your order, we are unable to process your return.
If you qualify for a refund, you will have to ship the product back to us.
Once your item is received and inspected by us, we will send you a confirmation email to notify you that we have received the returned item and if the item is confirmed faulty or not.
We will also notify you if the returned item has been approved or rejected for a refund.
If approved, the refund will be processed and the credit will automatically be applied to the credit card that you used or the original method of payment, within a couple of days.
Please note: after 30 days, you are still eligible for an exchange through our warranty program.
Final Sale Products
A product that was purchased at a sale price is final. We cannot accept returns if it was bought during our sale period.
Warranty Program
We take pride in the products we offer and take the customer experience very seriously. That's why we offer a full 1-year warranty on all our products. For your peace of mind, please note that we go through an extensive quality check before shipping out every product.
You are eligible for a warranty exchange if ALL the following conditions are met:
- The product was not further modified by the customer.
- Damages were not caused during installation or due to mishandling.
- Are not cosmetic damages due to regular use*
*Cosmetic damage through regular use is defined as instances such as carbon/leather/Alcantara fading, scratches, and dents.
In most cases we will accommodate you to have the best experience with us, so do not hesitate to reach out to us at info@gtlabs.ca
If eligible for a return or exchange through the warranty program…
- You will be responsible for paying your own shipping costs to return the item. Shipping costs are non-refundable.
- If you received a refund, the cost of the return shipping will be deducted from the refund amount.
- If you are shipping a return item over $100, please consider adding a tracking option for the package or insurance because it is not guaranteed for us to receive your shipped item safely or in a timely manner.
Please send us an email at info@gtlabs.ca with the reason for the exchange and we will provide you with an address to return your order.
Late or missing refunds (if applicable)
- If you have not received a refund yet, please check your personal bank account before contacting us.
- Next, please contact your credit card company, as it may take up to 2 weeks for your refund to show up on the statement.
- After, contact the bank of your card. Often there is processing time before the refund shows on your bank account.
If you have completed all the steps above and still have yet to find a solution, please contact us at info@gtlabs.ca