return, refund & dispute policy

The following is an extract from our Terms and Conditions (Sections 4–5) which was last updated on October 11, 2025.

4. Returns and Refunds

4.1 Eligibility for Returns

Customers may return tyres within 14 calendar days from the date of delivery, provided they meet the conditions below. All returns must be accompanied by proof of purchase. To qualify for a return, tyres must meet the following conditions:

  • Unused: The tyre must not have been driven on, subjected to any road use.

  • Unmounted: The tyre must not have been fitted to a wheel or installed on a vehicle.

  • Original Packaging: The tyre must be returned in its original packaging, including any labels or tags that were attached.

  • Undamaged: The tyre must be free from any visible damage, including but not limited to cuts, punctures, scratches, scuffs, or other marks that could affect its appearance or performance, unless such damage was reported within 48 hours of receipt with accompanying photographic evidence. 

Damage or defects must be reported to customer-service@thetyreconnect.co.uk with accompanying photographic evidence within 48 hours of delivery to be considered pre-existing.

4.2 Non-Returnable and Non-Eligible Items

Returns are not accepted under any circumstances for:

  • Used Tyres: Tyres that have been driven on, subjected to any road use, or that show any signs of wear are considered used and are not eligible for return.

  • Mounted Tyres: Tyres that have been fitted to a wheel or installed on a vehicle are considered mounted and are not eligible for return.

  • Damaged Tyres: Tyres that display any signs of visible damage, including but not limited to cuts, punctures, scratches, scuffs, or any other marks that affect their appearance or performance, are considered damaged and are not eligible for return, unless such damage was reported to The Tyre Connect within 48 hours of receipt as pre-existing, with accompanying photographic evidence.

  • Custom or Special-Order Tyres: Tyres that have been custom-made or specially ordered according to customer specifications cannot be returned.

  • Any item returned outside the 14-day period without prior written agreement.

The Tyre Connect is not responsible for any damage arising after delivery. This includes, but is not limited to, damage caused by improper installation, misuse, improper maintenance, or external factors such as road hazards or environmental exposure. These issues are not covered by the return policy.

4.3 Process for Returns

If you wish to return a tyre, you must initiate the return process by contacting our customer service team. The return process is as follows:

  1. Initiate Return: Contact customer service within 14 days of receipt to request a return authorisation. You will need to provide proof of purchase, details of the item(s) you wish to return, and the reason for the return.

  2. Return Shipping Costs: Customers are responsible for return shipping costs unless the tyre is defective or an error occurred on our part. In those cases, The Tyre Connect will cover reasonable return costs.

  3. Inspection: Returned tyres will be inspected upon receipt to ensure they meet the return conditions outlined in Section 4.1. Tyres not meeting the eligibility criteria will be refused and held for seven days for customer collection before disposal.

  4. Refund: Approved refunds will be processed within 14 days of receipt of eligible goods. Refunds will be issued via the original payment method unless otherwise agreed in writing.

5. Your Legal Rights

5.1 Statutory Rights under the Consumer Rights Act 2015

Under the Consumer Rights Act 2015, you are entitled to receive goods that are:

  • Of satisfactory quality;

  • Fit for purpose; and

  • As described.

Faulty goods are tyres that do not meet the reasonable expectations of quality due to manufacturing defects present at the time of delivery. This includes, but is not limited to:

  • Tyres with structural issues such as tread separation or sidewall defects.

  • Tyres that do not match the description provided at the time of purchase.

  • Tyres that fail to perform as expected under normal driving conditions due to a manufacturing defect.

Your Rights:

  • Within 30 days of delivery: If your tyre develops a fault within the first 30 days of delivery, you are entitled to a full refund.

  • Within Six Months of delivery: If a fault occurs within six months of delivery, you can choose to have the tyre repaired or replaced. If repair or replacement isn’t possible, you may be entitled to a partial or full refund.

  • After six months: You may still seek a remedy if you can show the fault existed at the time of delivery.

Exclusions - What is Not Considered a Manufacturing Fault:

Under the Consumer Rights Act 2015, certain types of damage are generally not considered manufacturing faults and are therefore not covered by this policy. These include, but are not limited to:

  • Road Hazards: Punctures, cuts, or impact damage from road hazards, such as nails, glass, potholes, or debris.

  • Sidewall or Bead Damage: Damage from curbs, barriers, or other obstacles, including bulging, cracking, or separation of the sidewall due to impact or improper inflation.

  • Improper Maintenance: Uneven wear due to wheel misalignment, unbalanced wheels, or suspension issues; damage from incorrect tyre pressure or neglected tyre maintenance.

  • Improper Use: Damage resulting from the use of tyres on inappropriate vehicles, overloading, exceeding speed ratings, over-inflation or incorrect tyre size.

  • Environmental Factors: Damage from exposure to chemicals, extreme weather conditions, or prolonged exposure to the elements.

  • Wear and Tear: Normal wear and tear due to regular use.

5.2 Right to Cancel — Consumer Contracts Regulations 2013

In line with the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your tyres without providing a reason. 

How to Cancel:
To exercise this right, you must notify The Tyre Connect in writing (email is sufficient) within the 14-day period. You must then return the goods within 14 days of cancellation.

Refund:
  A full refund, including standard delivery costs (if charged), will be issued within 14 days of receiving the returned goods.

Exceptions:

  • The cancellation right does not apply to custom or special-order tyres made to your specifications.

  • Tyres that have been mounted or driven on are deemed used and cannot be cancelled or refunded unless faulty under Section 5.1.

Inspection Rights: The 14-day cancellation period allows you to inspect the tyres as you would in a physical retail store. However, if tyres are fitted, inflated, or used, they are considered accepted and no longer eligible for cancellation unless faulty under Section 5.1.

5.3 Complaints and Dispute Resolution

If you are dissatisfied with a product or service, contact The Tyre Connect in the first instance via customer-service@thetyreconnect.co.uk.

If your complaint is not resolved directly, you may refer the matter to an Alternative Dispute Resolution (ADR) provider approved by the Chartered Trading Standards Institute. Details will be provided upon request. Nothing in this Agreement affects your statutory rights as a consumer under UK law.