Policy

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Sales Policy

1. Pricing and Payment Terms

  • Pricing Transparency:
    • All product and service prices will be clearly displayed, including installation fees, taxes, and any additional charges.
  • Payment Methods: 
    • Accepted payment methods include cash, major credit/debit cards, and financing options (subject to approval).
  • Deposits:
    • A 50% non-refundable deposit is required for special orders or custom items. The remaining balance is due upon pickup or completion of installation. 
    • A 30% non-refundable deposit is required for regular orders or regular items. The remaining balance is due upon pickup or completion of installation.

2. Discounts and Promotions

  • Seasonal Discounts:
    • Seasonal promotions will be advertised and valid only during the specified dates.
  • Bulk Purchases:
    • Discounts are available for bulk purchases for tires or wheels. Contact the sales department for details.
  • Exclusions:
    • Discounts cannot be combined with other offers, and promotions do not apply to clearance items.
  • Military, First Responder, and Schools Discounts:
    • A special discount is available for active and retired military personnel, first responders, and schools (including educational institutions purchasing for fleet or organizational needs). Proper identification or documentation is required at the time of purchase.

3. Returns and Exchanges

  • Eligibility:
    • Returns or exchanges are accepted within 14 days of purchase for unused, undamaged items in their original packaging.
    • Installed items, custom orders, and clearance products are non-returnable.
  • Restocking Fee:
    • A 20% restocking fee applies to all returned items.
  • Proof of Purchase:
    • A valid receipt is required for all approved returns or exchanges.

4. Warranties

  • Manufacturer Warranties:
    • All products are covered under their respective manufacturer warranties. Warranty claims are subject to the terms and conditions of the manufacturer.
  • Workmanship Guarantee:
    • Installation services are covered under a guarantee for 7 days or 250 miles, whichever occurs first. Any issues resulting from improper installation will be corrected at no additional cost within this time frame.

5. Custom Orders

  • Lead Times:
    • Custom orders typically require a minimum of 8 weeks and a maximum of 18 weeks for delivery. Please note that these timeframes are estimates and subject to change based on third-party scheduling. There are no guarantees for these suggested times, and delays may occur due to factors beyond our control. Customers will be notified of any updates.
  • Cancellations:
    • Custom orders cannot be canceled once the order has been processed.
  • Custom Products:
    • Custom products, such as wheels or accessories, are non-refundable and cannot be exchanged.

6. Dispute Resolution

  • Customer Complaints:
    • All complaints will be logged and reviewed by the management team. Resolutions will be offered within 7 business days.
  • Refund Process:
    • Approved refunds will be issued via the original payment method within 5-10 business days.

Return and Exchange Policy

1. General Guidelines

  • Returns or exchanges are accepted within 14 days of purchase. 
  • Items must be unused, unmounted, undamaged, and in their original packaging to qualify for a return or exchange. 
  • A valid receipt or proof of purchase is required for all returns or exchanges.

2. Non-Returnable and Non-Exchangeable Items

The following items are not eligible for return or exchange:

  • Installed or Used Products:
    • Tires or wheels that have been mounted, used, or installed on a vehicle.
  • Custom or Special Orders:
    • Products that are custom-made or special-ordered for the customer.
  • Clearance or Sale Items:
    • Items marked as “final sale.”
  • Suspension:
    • Suspension components that have been installed, used, or modified are nonreturnable.
  • Electronics and Accessories:
    • Electrical components, sensors, and accessories that have been opened or installed.

3. Restocking Fee

  • A 20% restocking fee will be applied to all eligible returns, unless the return is due to a company error or defective product. 
  • Restocking fees will be deducted from the refund amount.

4. Refund Process

  • Refunds will be issued to the original payment method within 14 business days of the return being approved. 
  • Shipping fees and installation charges are non-refundable including labor. 
  • If the purchase was made using financing or third-party payment systems, processing times may vary based on their policies.

5. Defective or Damaged Items

  • If an item is found to be defective or damaged: o Report the issue within 7 days of receipt or installation. 
    • Defective items will be inspected by our team or sent to the manufacturer for evaluation. 
    • Approved claims will result in a replacement, repair, or refund based on the manufacturer’s warranty terms.

6. Exchange Policy

  • Exchanges are accepted within 14 days if the item is unused and in its original condition. 
  • Customers must pay any price differences between the original and exchanged items. 
  • Exchange shipping fees, if applicable, are the responsibility of the customer.

7. Online Orders

  • Returns: Customers must contact customer service within 14 days of delivery to initiate a return. 
  • Shipping Damages: Notify us within 24 hours if an item is damaged during shipping. Provide photos of the damage for verification. 
  • Return shipping costs for online orders are the customer’s responsibility unless the return is due to an error on our part.

8. Steps to Initiate a Return or Exchange

  1. Contact our customer service team at (405) 815-4046 or sales@5star-tw.com to request a return or exchange. 
  2. Provide your receipt or order number and details about the item(s). 
  3. For returns, bring or ship the item(s) back to the store in their original condition. 
  4. Once inspected and approved, your refund or exchange will be processed.

Third-Party Financing and Leasing Policy

1. Overview

Our shop partners with third-party financing and leasing companies to provide flexible payment options for our customers. The following policies outline how third-party financing and leasing arrangements are handled to ensure a smooth and transparent transaction process.

2. Eligibility

  • Customers must apply for financing or leasing directly with the approved third-party provider. 
  • Approval decisions are made solely by the third-party company, based on their criteria and terms. 
  • Customers must provide proof of approval before purchases can be completed under a financing or leasing agreement.

3. Purchase Process

  • Approval Notification:
    • Customers must present their financing or leasing approval letter or unique transaction code at the time of purchase.
  • Authorized Purchases:
    • Financing or leasing can be used only for eligible products or services specified by the third-party provider.
  • Down Payments:
    • Some financing or leasing agreements may require a down payment, which must be paid directly to the shop at the time of purchase.

4. Payment and Billing

  • Third-Party Responsibility:
    • The customer is solely responsible for making payments directly to the third-party financing or leasing company according to the terms of their agreement.
  • Billing Inquiries:
    • Any questions or disputes about payment schedules, interest rates, or penalties must be directed to the financing or leasing provider.

5. Returns and Exchanges

  • Policy Alignment:
    • Returns and exchanges for products purchased through third-party financing or leasing will follow our standard Return and Exchange Policy.
  • Third-Party Notification:
    • Customers must inform the financing or leasing company of any return or exchange.
  • Refunds:
    • Refunds, if applicable, will be issued to the third-party company, not directly to the customer.
  • Restocking Fees:
    • Any restocking fees or additional costs must be paid by the customer and cannot be financed.

6. Warranties and Repairs

  • Warranty Claims:
    • Products purchased through third-party financing or leasing are covered under our standard Warranty Policy.
  • Repairs:
    • Repairs or additional services not covered under warranty can be paid out-of pocket or financed separately, subject to approval by the third-party provider.

7. Liability

  • Customer Responsibility:
    • Customers are fully responsible for understanding the terms and conditions of their financing or leasing agreement.
  • Shop Responsibility:
    • Our shop acts as a facilitator only and is not liable for any disputes or issues between the customer and the third-party provider.

8. Limitations

  • Non-Transferable Agreements:
    • Financing or leasing agreements are specific to the approved customer and cannot be transferred to another individual.
  • Limit on Services:
    • Third-party financing cannot be used for labor-only services, such as installation or diagnostics, unless explicitly stated by the financing provider.

9. Approved Third-Party Providers

We currently partner with the following third-party financing and leasing companies: Customers are encouraged to contact these providers directly to understand their financing or leasing options. 

10. Dispute Resolution

  • Between Customer and Shop:
    • Any issues related to products, services, or shop policies should be addressed with our management team.
  • Between Customer and Provider:
    • Disputes regarding financing or leasing terms must be resolved directly with the third-party provider.

Warranty Policy

1. General Warranty Terms

  • All products sold are covered under the manufacturer’s warranty, which includes defects in materials and workmanship. 
  • Warranty coverage begins from the date of purchase and lasts for the duration specified by the manufacturer. 
  • Warranty claims are limited to the terms outlined by the manufacturer and may vary depending on the product.

2. Eligibility for Warranty Claims

  • The product must have been purchased directly from our shop or our authorized online store. 
  • Proof of purchase, such as a receipt or invoice, is required to process a warranty claim.
  • Warranty claims are valid only for the original purchaser and are not transferable.

3. What Is Covered

  • Tires:
    • Defects in materials or workmanship during normal usage.
    • Treadwear warranties, if specified by the manufacturer, based on mileage limits.
  • Wheels:
    • Structural integrity issues (e.g., cracking or bending) under normal driving conditions.
    • Manufacturer defects such as improper finishes (e.g., peeling or corrosion).
  • Accessories:
    • Defects in materials or workmanship during normal use (e.g., lights, racks, or floor mats).
  • Suspension:
    • Defects in materials during normal use (e.g., shocks, struts, or springs). 
    • Premature failure or wear not caused by improper installation or usage beyond intended design. 
    • Manufacturer defects affecting performance, such as improper alignment tolerances or structural weaknesses.

4. What Is Not Covered

The following are exclusions to warranty coverage:

  • Normal wear and tear, including tread wear on tires outside manufacturer warranty limits.
  • Damage caused by:
    • Improper installation or handling. 
    • Misuse, neglect, or abuse. 
    • Accidents, collisions, or road hazards (e.g., potholes, nails).
  • Products used on vehicles for racing, off-roading, or commercial purposes unless explicitly stated by the manufacturer.
  • Altered or modified products.
  • Cosmetic damage, such as scratches, dents, or discoloration, after delivery or installation.

5. Warranty Claim Process

To file a warranty claim:

  1. Contact Us:
  2. Provide Documentation:
    • Submit proof of purchase, photos of the product, and any other required documentation.
  3. Inspection:
    • Depending on the issue, the product may need to be brought to our shop or shipped for inspection. 
    • For tires, tread depth measurements and photos of the damage may be required.
  4. Manufacturer Evaluation:
    • Warranty claims will be forwarded to the manufacturer for evaluation if necessary. This process may take up to 4-6 weeks.
  5. Resolution:
    • Approved claims may result in a replacement, repair, or partial refund as determined by the manufacturer.

6. Labor and Additional Costs

  • Warranty claims cover the cost of the product only. Labor costs for installation, balancing, or alignment are not covered. 
  • Shipping fees, if applicable, are the responsibility of the customer.

7. Additional Warranties

  • Road Hazard Warranty (Optional):
    • Customers can purchase an optional road hazard warranty that covers tire damage from nails, glass, or potholes. This warranty must be purchased at the time of sale.
  • Extended Warranties:
    • Some products may have optional extended warranty coverage. Details will be provided at the time of purchase.

8. Limitations and Disclaimers

  • Warranty claims are handled based on the terms and conditions outlined by the manufacturer. Our shop acts as a facilitator and is not liable for decisions made by the manufacturer. 
  • The warranty policy is subject to change without prior notice.

Policy Acknowledgment

By making a purchase or utilizing third-party financing or leasing options, customers acknowledge that they have read, understood, and agreed to abide by all policies outlined on this page.

Important Notes

  • Policies, including those related to sales, returns, exchanges, and third-party financing, are subject to change without prior notice. 
  • The most current version of all policies will always be available in-store and on the company website. 
  • The shop reserves the right to refuse returns or exchanges if items do not meet the stated criteria.

The shop is not liable for disputes arising from third-party agreements. Customers are encouraged to review all terms and conditions carefully.

Custom/Body Work & Structural Modifications:

For any work involving fabrication, metal work, welding, trimming, or any other custom or structural modification beyond standard mechanical repair, the customer acknowledge and accept that:

  • The nature of such work may involve irreversible changes to the vehicle. 
  • Results may vary due to pre-existing vehicle conditions or third-party parts involved. 
  • 5 Star Tires and Wheels does not guarantee cosmetic perfection or long-term performance of work that exceeds the company’s normal capabilities or where no manufacturer warranties exist. 
  • Any future issues or dissatisfaction arising from such modifications will not be the responsibility of 5 Star Tires and Wheels once the customer has approved the work.