INDUSTRY NINE PRODUCT SUPPORT
Industry Nine offers factory service on all of our products. Please contact us to set up a RMA # and discuss your needs.
+34 856 190 588
Order Cancellations
We build most of our products to order, which means work begins quickly after your order is placed. If you need to cancel, please contact us as soon as possible — the sooner you reach us, the more we can do.
Standard orders: In-stock components, rim-only purchases may be cancelled at no charge before the order has been fulfilled and shipped. If an order has been shipped, please refer to the Returns policy below.
Custom wheelsets and built-to-order products: Custom wheelsets and built-to-order items enter our build queue promptly.
- Cancellations requested within 24 hours of placing the order are accepted with no fee.
- Cancellations requested after 24 hours but before the build is complete are subject to a 10% cancellation fee to cover materials, labor, and transaction costs already committed.
- Once a custom wheel build is complete — regardless of whether it has shipped — it cannot be cancelled, and standard return terms apply.
Order changes: Changes to custom/built-to-order products (e.g., hub configuration, spoke color) are free within 24 hours. After 24 hours, changes are subject to a €25 change fee per request. Note: Requesting a change may result in your order being repositioned in our build queue.
Industry Nine reserves the right to cancel any order at our discretion due to inventory availability, pricing errors, or circumstances outside our control. In such cases, a full refund will be issued promptly.
Returns & Right of Withdrawal
EU consumers purchasing directly from Industry Nine online have the right to withdraw from a contract within 14 calendar days of receiving the goods, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU). To exercise this right, notify us at euservice@industrynine.com before the 14-day period expires. You are responsible for return shipping costs unless the goods are faulty or incorrectly sent. Refunds — including the original delivery charge — will be issued within 14 days of receiving the returned goods or proof of return, whichever is earlier.
The 14-day statutory withdrawal right does not apply to goods that have been clearly personalised or custom-built to your specifications (e.g., custom wheelsets). As a voluntary commercial offer, returns on custom wheels may be accepted subject to a 20% restocking fee, and original shipping is non-refundable. For all standard goods, you may examine the products as you would in a physical shop. However, you are liable for any diminished value of the goods resulting from installation, use, or handling beyond what is necessary to establish their nature, characteristics, and functioning. Provided we have informed you of your right of withdrawal in accordance with Article 6(1)(h) of Directive 2011/83/EU before you placed your order, Industry Nine reserves the right to deduct this diminished value from your refund. If we have not given that notice, you are not liable for any diminished value.
Additionally, beyond the 14-day statutory period, Industry Nine will voluntarily accept the return of new, uninstalled standard products for up to 30 days from the date of delivery. For returns made during this extended period (Days 15–30), the customer is responsible for the return shipping fee. Upon receipt and inspection of the product, Industry Nine will refund the value of the product, but the original shipping fee is non-refundable.