Returns and warranty

Cancelling an order

As an operational courtesy, an order can be cancelled free of charge as long as it has not been processed (that is, as long as GTR Autoparts has not yet paid the manufacturer/supplier for it). To cancel an order at this stage, please email pedidos@gtrautoparts.com stating the number of the order to be cancelled.

If payment was made by bank transfer, the customer must also provide their account number so that the refund can be processed. This is handled in writing only (email).

This cancellation option does not limit the statutory right of withdrawal granted to consumers in the next section, which can be exercised for 14 calendar days from delivery of the product, even if the order has already been processed, shipped or delivered (except for the personalised products excluded from this right).

Returns due to a defect or lack of conformity

If the product you receive has a manufacturing defect or does not work properly, email pedidos@gtrautoparts.com with “INCIDENCIA” in the subject line, including: customer name, order number, a detailed explanation of the issue and photos or video showing the fault.

If the issue is not resolved after technical consultation with the manufacturer, the customer will be asked to return the complete product (box, accessories, connectors, instructions, etc.). GTR Autoparts will handle the claim as quickly as possible, arranging the repair or replacement according to the manufacturer’s instructions.

Where the return is due to a defect or error attributable to GTR Autoparts, all shipping costs (both collection and delivery of the new product) are borne by GTR Autoparts. Otherwise, shipping costs are borne by the customer.

Checking on delivery: it is essential to inspect the goods on receipt. If the packaging shows signs of damage or does not appear to be in perfect condition, this must be noted on the carrier’s delivery note; if the damage is obvious, we recommend refusing the delivery. Any discrepancies found on receipt must be reported to GTR Autoparts within 24 hours of delivery, so that the claim can be made to the carrier within its own deadlines. This 24-hour period is a practical deadline for transport claims and does not limit the statutory 14-calendar-day period to exercise the right of withdrawal on non-personalised products, nor the 3-year legal guarantee period for lack of conformity.

Right of withdrawal (non-personalised products)

If you are a consumer and the product purchased is not a personalised product (see the exception below), you have 14 calendar days from receipt of the product to withdraw from the purchase without having to give any reason.

Requirements to exercise withdrawal:

Notify GTR Autoparts within 14 calendar days of delivery, using the model withdrawal form (available on request from info@gtrautoparts.com) or any other unequivocal statement.

The item must be returned in its original packaging, in perfect condition and complete (with all its documentation and accessories).

The return must be sent with a carrier that provides tracking, including the original invoice or delivery note.

Refund: GTR Autoparts will refund the full amount paid, including the standard shipping cost of the original delivery, within a maximum of 14 calendar days from notification of the withdrawal (and may withhold the refund until the returned product has been received). The direct costs of the return are borne by the customer. If the product has lost value as a result of handling beyond what is necessary to check its nature and functioning, that loss of value will be deducted from the amount refunded.

Returns will not be accepted if the goods have been handled in a way that alters their original factory condition, or if they are returned incomplete in any of their parts or accessories.

Exception: personalised products (no right of withdrawal)

Products made to order or clearly personalised for the customer carry no right of withdrawal, in particular:

Forged wheels made to order for a vehicle and/or with a specific finish requested by the customer.

Flow-formed (semi-forged) wheels made to order for a vehicle and/or specific finish requested by the customer.

Before such orders are placed, the customer will be expressly informed that the product is personalised and cannot be returned, as the manufacturer does not accept returns of parts configured specifically for a particular vehicle or finish.

Nor can products be returned which, by their nature, may deteriorate or expire rapidly, or original spare parts that show no fault.

Business customers (dealers)

The withdrawal conditions above apply to consumers. Purchases made by customers acting as professionals or businesses (dealers, workshops, etc.) are not subject to the statutory consumer withdrawal regime; their cancellation and return conditions will be expressly agreed with GTR Autoparts in each case.

Requirements for returning an order: summary

Before requesting the return of an order, please check that you meet all the requirements:

Be within 14 calendar days of receipt of the product (for products with a right of withdrawal).

Have contacted GTR Autoparts to report the return or issue, with photos or video where applicable.

The item must be in its original packaging and in perfect condition.

The item must be sent complete, with all its documentation and accessories.

Failure to meet any of these requirements may prevent the return of the order or result in a reduction of the amount refunded.