1. Right of withdrawal
EU consumers generally have a 14-day cooling-off period for distance purchases, starting from delivery of the goods, subject to legal exceptions. This policy does not limit mandatory consumer rights that apply in the customer location.
2. How to cancel
Customers should contact support with the order reference, customer name, email, products being returned and reason where they wish to provide one. If a cancellation request is received before shipment within the permitted cancellation window, the order can be cancelled and refunded to the original payment method where supported. Support will provide return authorization, address details and courier instructions where a return is required.
3. Return deadline and proof
After cancellation is requested, goods should be returned within the required return window and according to the support instructions. Customers should keep proof of return shipment until the refund is completed.
4. Return condition
Tyres should be unused, unfitted, undamaged, clean and returned with order reference and product identification intact. Labels, packaging or courier markings should not prevent product identification.
5. Mounted or driven tyres
Tyres that have been mounted, balanced, driven on, damaged, altered or installed may not be returnable as standard change-of-mind items and may require case review because of safety, condition and resale limitations.
6. Wrong-size orders
If the wrong size was selected by the customer, support may still assist, but return shipping, collection, service or legally permitted deduction costs may apply depending on product condition and applicable law.
7. Faulty, damaged or incorrect goods
If goods are faulty, not as described, damaged in transit, missing or incorrect, customers should report the issue promptly with photos, packaging details and order reference. Customers should not fit or use goods that appear incorrect or damaged before contacting support.
8. Refund timing and return costs
Approved refunds are issued to the original payment method where supported. EU rules may require refunds within 14 days of cancellation, but the seller may wait until the goods are received back or evidence of return is provided where permitted. For change-of-mind or customer-caused returns, customers may be responsible for return shipping or collection costs where permitted and clearly communicated. If goods are damaged, incorrect or not as described, Instatyre will arrange the appropriate return, replacement or refund support.
9. Partial refunds and warranty inspection
Refund amounts may be adjusted for retained goods, missing items, product handling beyond what is necessary to inspect the goods, services already performed, delivery upgrades or legally permitted deductions. Some suspected manufacturing defects require manufacturer or technical inspection, photos, vehicle details, mileage, pressure history, installation evidence or the physical tyre for review.