Returns and Refund Policy

Last updated: 23 August 2026

At Tyre Shepherd, we want you to purchase with confidence. Please check your tyre size, load rating, speed rating, vehicle requirements, and delivery details carefully before placing your order.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer law.

Change-of-mind returns

As a gesture of goodwill, Tyre Shepherd accepts eligible change-of-mind returns requested within 14 calendar days of delivery.

Approved change-of-mind returns are eligible for an exchange or store credit only. We do not provide cash refunds for change-of-mind returns.

To qualify for an exchange or store credit:

• The tyres must be completely unused, unfitted, and unmounted.

• The tyres must be undamaged and in exactly the same condition in which they were delivered.

• All original labels, stickers, protective materials, and packaging must remain attached and intact.

• You must provide your order number or other proof of purchase.

• You must contact us at returns@tyreshepherd.com within 14 calendar days of delivery.

• You must receive return approval from Tyre Shepherd before sending or delivering the tyres back to us.

Tyre Shepherd reserves the right to inspect all returned tyres before approving an exchange or store credit.

Fitted tyres

Once a tyre has been fitted to a wheel—whether at a Tyre Shepherd location, by another tyre shop, or elsewhere—it cannot be returned for change of mind.

Tyres that have been fitted, mounted, driven on, used, altered, damaged, or had their labels removed are not eligible for a change-of-mind return, exchange, or store credit.

This restriction does not affect your rights if a tyre is faulty, incorrectly supplied, misdescribed, or otherwise fails to meet a guarantee under the New Zealand Consumer Guarantees Act 1993.

Incorrect tyre size or specification

Customers are responsible for checking that the tyre size, load rating, speed rating, and specification are suitable for their vehicle before ordering.

If you are unsure, please contact us before purchasing. If we recommend a tyre after you provide complete and accurate vehicle information, we will take reasonable care to ensure the recommendation is suitable.

If you order the wrong tyre size or specification, this will be treated as a change-of-mind return. An exchange or store credit may be offered only when all conditions in this policy are met.

Products excluded from change-of-mind returns

The following products are not eligible for change-of-mind returns unless Tyre Shepherd agrees otherwise:

• Tyres that have been fitted, mounted, or used.

• Tyres with removed or damaged labels.

• Tyres that are damaged or no longer in their original condition.

• Clearance or final-sale products.

• Special-order or custom-sourced products.

• Products altered or modified at the customer’s request.

These exclusions do not apply where a customer is entitled to a remedy under applicable consumer law.

Return freight and other charges

For an approved change-of-mind return:

• The customer is responsible for return freight.

• The customer is responsible for ensuring the tyres are packaged and transported safely.

• The customer bears the risk of loss or damage during return transit.

• Original delivery, fitting, balancing, alignment, and other service charges will not be credited.

• Any additional delivery or fitting costs associated with an exchange are the customer’s responsibility.

We recommend using a tracked freight service and retaining proof of shipment.

Faulty, damaged, or incorrect products

Please inspect your order before fitting the tyres.

If an item arrives damaged, faulty, or different from what you ordered, contact us as soon as reasonably possible at returns@tyreshepherd.com.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs of the tyre, labels, packaging, and any visible damage.

• Any other information reasonably required to assess the issue.

Do not fit or use a tyre that appears damaged, defective, or incorrect.

We may arrange an inspection or ask you to return the tyre so the issue can be assessed. Where the Consumer Guarantees Act applies, we will provide the remedy required by law. Depending on the circumstances, this may include a repair, replacement, refund, or compensation.

If a fault is minor and can be remedied, Tyre Shepherd may choose to repair, replace, or refund the product. If the failure is substantial, you may be entitled to reject the product and choose a replacement or refund.

Where Tyre Shepherd supplied a faulty, damaged, or incorrect product, we will cover reasonable return or collection costs. Any refund provided under the Consumer Guarantees Act will be made to the original payment method unless otherwise agreed or required by law.

Manufacturer warranties are additional to, and do not replace, your rights under New Zealand consumer law.

Fitting and other services

Completed fitting, balancing, alignment, and other service charges are not refundable for change of mind.

If a service has not been carried out with reasonable care and skill or does not meet an applicable consumer guarantee, please contact us promptly. We will assess the issue and provide an appropriate remedy in accordance with the Consumer Guarantees Act.

Order changes and cancellations

Contact us immediately if you need to change or cancel an order.

If the order has not been dispatched or specially sourced, we will make reasonable efforts to change or cancel it. We cannot guarantee that an order can be changed or cancelled after it has been placed.

Once an order has been dispatched, it must be handled as a return under this policy.

Special-order and custom-sourced products may not be changed or cancelled once they have been ordered from the supplier, except where required by law.

How to request a return

Before returning anything:

1. Email returns@tyreshepherd.com within 14 calendar days of delivery.

2. Include your order number and reason for requesting the return.

3. Wait for return approval and instructions from Tyre Shepherd.

4. Package and transport the tyres securely to prevent damage.

5. Return the tyres to the address provided in our return instructions.

Do not send returns directly to a manufacturer or supplier unless instructed by Tyre Shepherd.

Returns sent without approval may be refused or returned to the sender at the sender’s cost.

Exchanges and store credits

Once an approved change-of-mind return has been received and inspected, we will notify you of the outcome.

If approved, we will arrange the agreed exchange or issue a store credit. Change-of-mind returns are not eligible for a cash refund.

If the replacement product costs more than the returned product, the customer must pay the difference. If it costs less, the remaining eligible amount will be issued as store credit.

If a returned product does not meet the conditions in this policy, we may decline the return and arrange for the product to be returned to you at your cost.

Business purchases

If products or services are acquired for business purposes, the Consumer Guarantees Act may be contracted out of where permitted by law and expressly agreed in writing.

Contact us

For returns, exchanges, refunds, store credits, or product concerns, contact:

Tyre Shepherd
Email: returns@tyreshepherd.com
Phone: 03 357 1268
Address: 9/1 Lake Bryndwr Lane, Burnside, Christchurch 8053

Please contact us and receive return approval before sending or delivering any products to this address.