Returns and Refunds

Returns and refunds

We understand that sometimes things just don’t go as planned. To begin the return process, submit the return request form below or call 302-307-6755 to speak directly to a NeoTires Support representative.

Return Period: Returns are accepted within 90 days of the delivery date for a full refund or exchange.

Shipping Costs

  • Return Shipping: Buyer is responsible for all return shipping costs and fees.

Conditions for Return Eligibility

  • Mounted or Used Tires: Neo Tires LLC reserves the right to reject a return and/or reimbursement if the tire has been mounted, damaged, or used in any way by the buyer. Returned tires must not have been mounted on a rim or used in any other way.
  • Unauthorized Returns: Neo Tires LLC reserves the right to reject a return and/or reimbursement for unauthorized returns, specifically those without prior notification and approval from Neo Tires LLC.

Specific Return Conditions

  • Returns Based on Age of Tires: Returns based on the age of tires will be approved, but Neo Tires LLC is not responsible for return shipping. The buyer agrees to receive the tire as listed, including in cases where no production year is disclosed.
  • Incorrect Specifications/Size: Returns due to incorrect tire specifications and/or size will be approved, but Neo Tires LLC is not responsible for return shipping. Buyers must verify tire specifications and size before ordering.
  • Responsibility for Verification: The buyer is responsible for ensuring the correct Brand, Model, Size, and specification of received items before mounting. No returns will be authorized for mounted items, regardless of correctness or specification satisfaction.

Incorrect Shipments

  • Handling of Incorrectly Shipped Items: Items incorrectly shipped by Neo Tires LLC will be exchanged for the correct item or reimbursed only if returned in the original condition.

Refund and Exchange Process

  • Processing of Returns: A full refund or exchange will be processed after the product has been returned and the return finalized internally.

Reimbursement Method

  • Form of Reimbursement: Any reimbursement will be issued in the original form of payment.

Shipping and damage claims

If your order arrived and the tires are either incorrect or damaged, please call our Support team at 302-307-6755 as soon as possible. We’ll report the damage to the carrier, the shipper, and create a replacement order for you. We will need the damaged or incorrect tires returned so we’ll make arrangements for them to be picked up. All you need to do is attach the shipping labels (which we’ll send to you) to the tires.

Cancellation and Change Fee Policy

For orders canceled or changed beyond 30 minutes after placement, a fee will be applied to cover processing costs. We understand that plans can change, and we strive to be as flexible as possible; however, this fee helps us manage our resources efficiently and maintain our commitment to quality service for all customers. We encourage you to review your order carefully and make any necessary changes within the allowed time frame. The cancellation fee will be waived if you need to place another order or in the unlikely event that we shipped the wrong tire.

Manufacturer’s warranty policy

NeoTires extends manufacturer’s warranty coverage to you, the customer, on anything that we sell. This warranty provides quality assurance of the manufacturer’s product and allows for repair or replacement of the product due to defects from materials or workmanship. Select tires might also be backed by an additional warranty, such as a treadwear mileage warranty or free trial period(s), in addition to being covered under a period of time after the date of manufacturer or proof of purchase, whichever one comes first. As with most warranties, this can only be applied to the original tire purchaser, meaning that the warranty is not transferable to any other party.

Like most warranties, conditions out of the manufacturer’s control are not covered. This includes but is not limited to: irregular wear caused by a lack of maintenance or the vehicle, damage from accidents, vandalism, or when driving on a flat, under or overinflating the tires (improper inflation), incorrect application of size and/or specification (the tire used was not the right size of specification for your vehicle), improperly storing your tires, or tires with a special classification (such as “NA” for non-adjustable).

The specifics of each warranty will vary by manufacturer and line, so it is important to check the warranty documents for the tires in question, which can be found on the specific manufacturer’s website. To ask a question about a tire warranty or to submit a tire for warranty consideration, please contact NeoTires directly via email or phone. You can also work with your local dealer who carries that brand of tire for assistance.

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