Refund Policy
Your rights under NZ law, plus the extras we add on top: twelve months to return an unused tyre, no restocking fees, and refunds processed within two business days of inspection.
Your rights under the Consumer Guarantees Act
Everything below this section is what we add on top. None of it replaces or shortens what you are already entitled to, and nothing on this page limits your rights under New Zealand law.
Under the Consumer Guarantees Act 1993, tyres we sell you must be of acceptable quality, fit for their purpose, and match how they were described. Fitting work must be carried out with reasonable care and skill. If something falls short:
- For a minor problem, we put it right by repairing, replacing or refunding, at no charge and within a reasonable time.
- For a serious problem, the choice is yours. You can reject the tyres and ask for a refund or a replacement.
- These rights are not time limited by us. Any window mentioned on this page applies to our voluntary change of mind policy, never to a faulty tyre.
- A manufacturer warranty sits alongside the Act, not instead of it. If a tyre fails to meet the guarantees, you deal with us, and we are not entitled to point you at the brand and walk away.
Independent information is at consumerprotection.govt.nz. You never need our permission to use it.
Changed your mind, or ordered the wrong size
New Zealand law gives you no automatic right to return something just because you changed your mind. We give you one anyway, and a long one, because tyre sizing catches people out and we would rather fix it than argue about it.
You have twelve months from purchase to return tyres, as long as they are:
- Unused and unmounted
- In original condition
- Accompanied by proof of purchase
There are no restocking fees. Not on any return, not ever.
Already fitted them and done under 1,000 km? Talk to us. It falls outside the policy as written, so we handle it case by case rather than refusing on principle. Plenty of these end well.
Wrong size, and who pays
We sent the wrong size
Our mistake, our cost. We cover return freight and either replace the tyres or refund you in full, whichever you prefer.
You ordered the wrong size
We exchange them, and in most cases we cover the return and replacement freight too. Where freight is unusually expensive we may ask for a partial contribution, and we tell you the amount before anything moves. You pay or receive the price difference on the new tyres.
Not sure what size you need before you order? The find your tyre size guide shows you where to read it off the sidewall, or just send us a photo and we will confirm it.
Damaged in transit, or a manufacturing fault
Every tyre we sell is brand new. If one arrives damaged, or a fault shows up later, this is the section that applies, and no time limit we have written anywhere restricts it.
- Tell us as soon as you notice. Phone or email is fine.
- Send photos. The tyre, the fault, and the sidewall markings if you can. This alone resolves most claims without the tyre going anywhere.
- We assess it. Sometimes we ask for the tyre back for inspection, and we cover that freight.
- We put it right. Full refund or replacement, including all delivery costs. Nothing about a genuine fault should cost you money.
What counts as a manufacturing fault, and what counts as road damage, is set out on the satisfaction guarantee page. If you are unsure which side of the line you are on, ask us rather than guessing. We would rather look at it.
Refunds and cancellations
How refunds are paid
Once the tyres are back with us and we have confirmed their condition, the refund is processed within one to two business days, normally to the original payment method. How long it then takes to appear is down to your bank or card provider, not us.
On delivery costs:
- Refunded in full when the return is our error, when the tyres are faulty, or when the order had not yet shipped.
- Not refunded on a straight change of mind, because the freight was already spent getting the tyres to you.
Cancelling an order
You can cancel at any point. If it has not shipped, we cancel and refund immediately. If it is already with the courier we try to intercept it, and where that fails we arrange the return once it lands. You will not be stuck with tyres you no longer want because of timing.
How to start a return
There is no form and no portal. Contact us, tell us what happened, and a person handles it from there.
In person
31 Station Road
Te Puke 3119
Bring the tyres and we will look at them with you.
Have your order number and, for a fault, photos ready. It saves a round of emails.
Returns and refunds, answered
Can I return tyres if I changed my mind?
Yes. Twelve months from purchase, as long as they are unused, unmounted, in original condition and you have proof of purchase. No restocking fee. If they have been fitted and driven under 1,000 km, talk to us and we will look at it case by case.
Do you charge a restocking fee?
No. Not on any return.
How long does a refund take?
One to two business days from when we receive the tyres and confirm their condition, back to your original payment method. Your bank decides how quickly it shows up after that.
Do I get the delivery cost back?
In full if the return is our error, if the tyres are faulty, or if the order had not shipped. On a straight change of mind, no, because that freight was already spent.
What if I ordered the wrong size?
We exchange it, and usually cover the freight both ways. You pay or receive the price difference. If freight is unusually expensive we may ask you to contribute part of it, and you will know the amount before anything ships.
Can I cancel after the order has shipped?
Yes. We try to intercept it with the courier, and if that fails we arrange the return once it arrives with you.
What if my tyres arrive damaged or faulty?
Tell us straight away and send photos. Full refund or replacement at no cost to you, freight included. Your Consumer Guarantees Act rights apply on top and are not limited by any time frame on this page.
Does the warranty change if I did not buy the tyres from you?
Product warranty claims go to whoever sold you the tyres. Our fitting workmanship guarantee applies to everyone we fit for, no matter where the tyres came from.
Changes to this policy
We can update this policy, and any change applies from the date it appears here. Whatever policy was published when you bought is the one that covers your order. Your rights under the Consumer Guarantees Act and the Fair Trading Act are unaffected either way.
Tyre Dispatch is the trading name of Traction Tyres Limited, NZBN 9429033075297, 31 Station Road, Te Puke 3119.
General guidance based on published standards and our own workshop data — reliable but hand-compiled and not guaranteed error-free. Spot something wrong? Email email@tyredispatch.co.nz and we'll fix it.