Returns Policy

Tyre Shop Online sells new tyres, sourced directly from manufacturers and official New Zealand distributors. If something isn’t right with your order, this page sets out what to do in each situation and how we handle it. 

Quick answers 

• Returning tyres? Get in touch with your order number. We will arrange a goods return. Returns need our approval first. 

• Changed your mind? Tyres must be unused and unmounted. You’re responsible for original delivery and return freight, and a restocking fee will be charged. 

• Tyre faulty or damaged? Stop using it and let us know. We’ll look into it and tell you what happens next. 

• Received the wrong item? Don’t fit it. Contact us and we’ll sort it out. 

• Already fitted? Change-of-mind returns aren’t possible, but genuine faults are still covered. 

• This policy doesn’t reduce your rights under New Zealand consumer law. 

1. How to request a return

Email sales@tyreshoponline.co.nz with:

• your order or invoice number
• which tyres you’d like to return, and why
• whether they’ve been fitted
• photos of the tyres, the sidewall label and any damage or fault

Hold on to the tyres until we’ve approved the return and sent instructions. We can’t guarantee we’ll accept tyres sent back without our approval.

We’ll get back to you within 48 hours.

2. Tyres that arrive damaged or faulty

Check your order as soon as it’s delivered. If a tyre looks damaged or faulty, keep it off the vehicle and let us know as soon as you can. Send through your order number, a short description of the problem and clear photos.

Our team will review the photos and confirm the next steps. Please check your tyres on delivery and report any transit damage within 48 hours so we can lodge a claim with the courier. This doesn’t affect your rights under the Consumer Guarantees Act.

If your tyres arrive damaged or faulty, we’ll arrange the return freight for you. Freight costs for faulty products are covered by the supplier, so there’s no cost for you.

3. If we’ve sent the wrong item

If the tyres you’ve received aren’t what you ordered, please don’t fit them. Email us your order number and photos of the tyre and the size label on the sidewall.

Once we’ve checked the photos against your order and confirmed the mistake, we’ll organise the correct tyres and arrange the return of the incorrect ones, with all freight costs covered by us. If the tyres were fitted before you noticed the error, contact us and we’ll work with you on a fair resolution.

4. If you’ve ordered the wrong size or specification

You’re responsible for making sure the tyres you order suit your vehicle. Our recommendations are based on the details you give us, so please check your vehicle details carefully before ordering.

If you realise you’ve ordered the wrong size, contact us within 5 working days of delivery and before the tyres are fitted or used. This applies even if the tyres are with your fitter but haven’t been fitted yet. We may approve a return as long as the tyres:

• have never been mounted on a wheel
• are in the same condition as when they were delivered

For approved returns:

• original delivery and return freight are the customer’s responsibility
• a restocking fee will be charged
• freight and restocking costs vary with the pickup location, and we’ll confirm them before you go ahead

We don’t offer exchanges, because prices vary between sizes. Once your return is approved, you can place a new order for the correct tyres.

5. Change-of-mind returns

Customers aren’t automatically entitled to return goods because they’ve changed their mind. We may still accept a change-of-mind return when:

• you contact us within 5 days of delivery
• the tyres are unused and have never been mounted
• the tyres are in the same condition they were delivered in
• we’ve approved the return before the tyres are sent back

Original delivery and return freight are the customer’s responsibility, and a restocking fee will be charged. Both depend on the pickup location, and we’ll confirm the amounts before the return goes ahead.

Fitted tyres: a tyre that has been mounted on a wheel can’t be resold as new, so it can’t be returned for change of mind.

6. What can’t be returned

We can’t accept change-of-mind or wrong-size returns on:

• tyres that have been fitted to a wheel or vehicle
• tyres that have been used, damaged or poorly stored since delivery
• tyres bought on sale, at clearance or heavily discounted, unless they’re faulty

None of this affects faulty tyres. Your rights under the Consumer Guarantees Act still apply.

7. Cancelling an order

Get in touch as early as you can if you need to cancel. Tyres are often dispatched within 1-2 hours of ordering, so the sooner you tell us, the better.

Not yet dispatched: we’ll cancel your order and give you a full refund, with no charges.

Already dispatched: we’ll handle the cancellation as a return. Original delivery and return freight and a restocking fee will be charged, and we’ll confirm the amounts with you first.

If something you ordered turns out to be out of stock, we’ll offer you an alternative or refund the full amount you’ve paid.

8. Refunds

We process refunds once the returned tyres have arrived and passed inspection.

Change of mind or wrong size: we refund the tyre price, minus original delivery and return freight and any restocking fee.

Damaged, faulty or incorrect items we supplied: the remedy is worked out under the Consumer Guarantees Act and depends on the nature of the problem.

Returns can take some time to get back into stock, so timeframes vary. Once your refund has been processed, we’ll let you know, and it will go back to your original payment method. Depending on your bank, it can take a little longer for the money to show in your account. Any tyre stewardship and fitting charges you’ve paid will also be refunded.

9. Warranty claims

If you think a tyre has a manufacturing defect, such as a bulge or unusual wear, email us your invoice number, clear photos and a description. Our technical team will do an initial review.

Not every issue turns out to be a manufacturing fault. If photos aren’t enough to decide, the manufacturer’s tyre specialists may need to inspect the tyre in person. We’ll walk you through the process and any costs before you decide whether to go ahead.

• Refunds for confirmed faults: if the inspection confirms a manufacturing fault on a new or near-new tyre with minimal tread wear, we’ll refund the full original purchase price. If the tyre has had more significant use, the refund is applied pro-rata based on how much tread is left, as calculated by the tyre manufacturer.
• Replacement tyres: if you need a tyre while yours is being inspected, you’ll need to buy the replacement upfront.
• Costs: if a manufacturing fault is confirmed, freight, fitting and stewardship costs to and from the inspection are covered by the manufacturer. If no manufacturing fault is found, these costs are the customer’s responsibility.
• Turnaround: inspections can take several weeks, as the tyre needs to be assessed and a report sent back to us.

If the inspection finds the damage isn’t a manufacturing fault, the warranty won’t apply. We can send the tyre back to you at your cost if you’d like.

What manufacturer warranties don’t cover

• Extreme 4×4 and racing tyres, except manufacturing faults found during the initial inspection, fitting or test drive
• Racing of any kind, including track, rally, drifting and off-road racing
• Extreme or severe off-road use
• Casing or tread damage from under-inflation, poorly maintained suspension or misuse
• Vehicle modifications that don’t conform to the manufacturer’s specifications
• Vehicles that aren’t roadworthy under NZ road rules
• Tyres that have been tampered with or damaged in an accident

These exclusions apply only to manufacturer warranties. They don’t override the Consumer Guarantees Act.

11. Your rights under New Zealand law

This policy works alongside the Consumer Guarantees Act 1993 and doesn’t replace it. Where the Act applies, the tyres you buy from us are guaranteed to be of acceptable quality, fit for their purpose and as described. If a tyre falls short, you’re entitled to a remedy, and what that looks like depends on the problem and how serious it is. Purchases made online from New Zealand businesses can be covered.

15. Contact us

Email: sales@tyreshoponline.co.nz
Phone: 0800 968-789

Returns summary