Refund Policy

This Refund Policy appmade through Europa Customs, operated by NEXT EDGE LTD.

By placing an order with Europa Customs, the customer confirms that they have read, understood, and accepted this Refund Policy, our Shipping Policy, and our Terms of Service.

1. Standard Orders

A standard order is an item sold in its standard advertised configuration, without any requested changes, vehicle-specific preparation, added options, airbag inclusion, special functions, or customer-requested modifications.

For standard non-custom items, customers may request a return within the applicable legal return period after delivery, provided that the item is:

• unused

• uninstalled

• undamaged

• complete

• in its original packaging

• returned with all parts, accessories, and protective materials included

Returned items that are used, installed, scratched, damaged, modified, missing parts, or not in resaleable condition may be refused or may be subject to deductions.

Return shipping costs are the customer’s responsibility unless the product is confirmed to be defective or incorrect due to our error.

2. Custom Orders

A custom order is any order that contains any change, selection, option, or specification different from the original product photo, standard listing photo, or standard in-stock configuration.

A custom order includes, but is not limited to:

• selected stitching colour

• selected material or finish

• leather, perforated leather, Alcantara, carbon fibre, forged carbon, or mixed material options

• LED display options

• paddle shifter changes

• button changes

• trim or fascia changes

• badge or logo changes

• centre marker changes

• airbag inclusion

• airbag cover preparation

• heating function preparation

• ACC, vibration, lane assist, or other vehicle function configuration

• right-hand drive or left-hand drive preparation

• vehicle-specific model, year, or compatibility preparation

• any customer-requested design or specification

• any product made, ordered, adapted, assembled, or prepared specifically for the customer

Custom orders are made specifically for the customer and are not standard resale stock.

Once a custom order has been accepted, processed, entered production, had parts reserved, had supplier work started, or had workshop preparation started, it cannot be cancelled for a full refund.

3. Partial Refunds for Custom Orders

If a customer requests cancellation of a custom order after the order has been processed, entered production, had parts reserved, or had workshop/supplier work started, Europa Customs may offer a partial goodwill refund of up to 40% of the order value.

The remaining amount is retained to cover non-recoverable costs, including but not limited to:

• production costs

• reserved parts

• supplier costs

• workshop labour

• materials

• airbag sourcing or preparation

• freight or logistics preparation

• payment processing fees

• administrative handling

• loss of resale value

A full refund will not be issued for a custom order simply because the customer changes their mind, no longer wants the product, refuses to wait within the stated timeframe, or opens a payment dispute while the order is still being produced, prepared, inspected, shipped, or delivered.

4. Orders Containing Airbags

Orders containing airbags are treated as special-handling orders.

Airbags may be subject to strict transport rules, carrier restrictions, inspection, documentation, customs control, and freight handling. In many cases, airbags cannot be shipped by normal air transport and may need road, sea, or approved freight movement.

For certain destinations, including island locations such as Cyprus, airbag transport and inspection can take additional time.

If an order contains an airbag and the order has already been processed, sourced, prepared, inspected, dispatched, or entered freight/logistics procedure, the order cannot be cancelled for a full refund.

If a cancellation is accepted as a goodwill exception, the maximum refund available may be limited to 40% of the order value, depending on the stage of the order and the non-recoverable costs already incurred.

5. Delivery Still Within Estimated Time

Refunds are not accepted while the order is still within the stated production, handling, inspection, freight, or delivery timeframe.

A customer cannot cancel an order for a full refund simply because:

• tracking has not updated for a short period

• the parcel is waiting for courier movement

• the parcel is under inspection

• the parcel is in freight handling

• the parcel is delayed by customs or carrier procedures

• the customer believes the order is delayed while it is still within the estimated timeframe

• the order contains an airbag and requires special transport

Delivery times are estimates and may vary depending on the product type, destination, carrier, customs, inspection, public holidays, freight limitations, and airbag transport restrictions.

6. Photo Approval Before Dispatch

For custom orders, special orders, or vehicle-specific products, Europa Customs may send photos of the completed item before dispatch.

If the customer approves the photos, confirms the order details, agrees to dispatch, or does not object within a reasonable time, the order will be treated as approved for shipment.

After photo approval and dispatch, the customer cannot request a full refund based on appearance, design, stitching, material combination, trim, buttons, paddles, or general configuration where the product matches the approved photos and confirmed order details.

Photo approval is considered evidence that the customer accepted the product before dispatch.

This does not remove the customer’s legal rights if the item is proven to be defective, damaged, or materially different from what was agreed.

7. Installed, Used, or Modified Products

Products cannot be returned for a change-of-mind refund once they have been:

• installed

• attempted to be installed

• used

• damaged

• scratched

• modified

• coded

• wired

• altered

• repaired by the customer or third party

• fitted by a workshop

Europa Customs is not responsible for damage caused by incorrect installation, third-party workshops, wiring mistakes, coding errors, airbag handling errors, misuse, or vehicle-side faults.

All steering wheels, airbags, electronics, LED displays, clusters, and retrofit products should be installed by a qualified professional.

8. Incorrect Vehicle Information Provided by Customer

The customer is responsible for providing accurate vehicle information before production or dispatch.

This may include:

• vehicle brand

• model

• year

• current steering wheel photo

• functions such as heating, ACC, vibration, lane assist, paddles, buttons, and airbag type

• right-hand drive or left-hand drive configuration

• any requested design or function requirements

Europa Customs is not responsible for compatibility issues caused by incorrect, incomplete, or misleading information provided by the customer.

If the customer provides incorrect information and the product is produced or dispatched based on that information, the order will not qualify for a full refund.

9. Damaged, Defective, or Incorrect Items

If a product arrives damaged, defective, or materially different from the confirmed order, the customer must contact Europa Customs as soon as possible and provide clear evidence.

Evidence may include:

• photos of the product

• photos of the packaging

• photos of the shipping label

• videos showing the issue

• installation evidence where relevant

• a clear written explanation of the problem

The customer must not install, modify, repair, or continue using the product after noticing a problem without contacting Europa Customs first.

If the issue is confirmed to be our responsibility, Europa Customs may offer an appropriate solution, which may include:

• replacement part

• repair support

• replacement product

• partial refund

• full refund where legally required

10. Refused Delivery, Failed Delivery, or Wrong Address

If the customer refuses delivery, fails to collect the parcel, provides an incorrect address, does not respond to courier or customs requests, or allows the parcel to be returned, any refund may be reduced by:

• original shipping costs

• return shipping costs

• customs charges

• carrier fees

• storage fees

• handling fees

• payment processing fees

• non-recoverable production costs

• airbag or freight handling costs

For custom orders or airbag orders, refused delivery does not qualify the customer for a full refund.

11. Chargebacks, Payment Disputes, and Payment Holds

If a customer opens a chargeback, payment dispute, Klarna dispute, card dispute, PayPal dispute, or payment suspension while the order is still being produced, prepared, inspected, shipped, or delivered, Europa Customs will provide all relevant evidence to the payment provider.

This may include:

• order details

• customer confirmations

• product specifications

• custom production details

• accepted policy terms

• tracking information

• courier updates

• supplier or workshop records

• freight information

• pre-dispatch photos

• customer approval messages

Opening a dispute does not cancel a custom order that has already been accepted, processed, produced, dispatched, approved, or entered logistics.

12. Legal Rights

Nothing in this Refund Policy removes any mandatory consumer rights that apply under the customer’s local law.

Where a product is standard and not custom-made, the customer may have a legal right to return the product within the applicable legal return period.

Where a product is made to order, clearly personalised, vehicle-specific, or prepared according to the customer’s request, cancellation and withdrawal rights may be limited under applicable consumer law.

Where a product is defective, damaged, or incorrect due to our error, the customer remains protected by applicable legal rights.

13. Contact for Refund Requests

To request a refund, return, or cancellation review, the customer must contact us with:

• order number

• full name

• email address used for the order

• reason for the request

• photos or videos where relevant

Email: info@europacustoms.com
Phone / WhatsApp: +357 99035956