Returns Policy

1. Our Returns Policy

Rhino Grip Tyres aims to make the returns process as straightforward and transparent as possible. We understand that customers may occasionally need to return a product because it is incorrect, damaged, faulty, unsuitable, or otherwise affected by circumstances covered by an applicable return or consumer remedy. This Returns Policy explains the general process for requesting a return, the information we may require, how returned products should be handled, and what customers can expect during the assessment process. This policy should be read together with our Terms and Conditions and any applicable manufacturer warranty information. Nothing in this policy is intended to remove or limit any rights or remedies that customers have under applicable New Zealand law.

2. When You Can Request a Return

A return may be requested where a product supplied by Rhino Grip Tyres is faulty, damaged, incorrect, materially different from what was ordered, or otherwise eligible for a return or remedy under applicable law. Return requests may also be considered in other circumstances depending on the product, its condition, how it was purchased, and the reason for the request. Customers should contact us before sending any product back so that we can review the circumstances and provide the appropriate instructions. Whether a return is approved may depend on the specific situation, including whether the product has been fitted, used, modified, damaged after delivery, or specially ordered. We will assess each request according to the relevant circumstances and applicable requirements.

3. Contact Us Before Returning a Product

Customers should not send products back to Rhino Grip Tyres without first contacting us and receiving return instructions. Contacting us before arranging a return allows our team to confirm the order details, understand the reason for the return, determine whether the product needs to be inspected, and explain the appropriate return process. Unauthorised returns may result in delays because the product may arrive without sufficient information to identify the customer or order. When contacting us, please provide your order number, name, contact details, product information, and a clear description of the reason for the requested return. Photographs may also be requested where the return relates to damage, incorrect supply, or an alleged product fault.

4. Return Eligibility

Return eligibility depends on the reason for the return and the condition of the product. Products should generally be returned in a condition that allows them to be inspected and, where applicable, resold or assessed by the relevant supplier or manufacturer. Products that have been fitted, used, altered, damaged, contaminated, or otherwise changed after delivery may be subject to different return requirements. Certain products may also have specific return conditions because of their nature, availability, sourcing arrangements, or intended application. If you are unsure whether a product is eligible for return, contact us before attempting to return it. We will explain the applicable process based on the circumstances and any rights available under New Zealand law.

5. Incorrect Product Supplied

If you receive a product that is different from the product you ordered, please contact Rhino Grip Tyres as soon as reasonably possible. Do not fit, modify, use, or dispose of the product before contacting us where practical. We may request photographs of the product, packaging, labels, shipping documentation, and other information needed to confirm the issue. If we determine that an incorrect product was supplied, we will provide instructions for returning the product and discuss the appropriate correction or remedy. Customers should retain the original packaging until the matter has been resolved because it may be required for return transportation or investigation. We will work to resolve confirmed fulfilment errors as efficiently as reasonably possible.

6. Damaged Products on Arrival

If a product appears damaged when it arrives, customers should contact Rhino Grip Tyres promptly and, where possible, document the damage before the product is fitted or used. Photographs of the product, packaging, shipping labels, and visible damage can assist with determining whether the damage occurred during transportation or resulted from another circumstance. Customers should retain the packaging and any delivery documentation until the issue has been investigated. Do not attempt significant repairs or modifications before contacting us unless immediate action is reasonably necessary for safety. Depending on the circumstances, we may arrange an inspection, replacement, return, repair, credit, refund, or another appropriate remedy. Any remedy will be considered in accordance with applicable rights and the circumstances of the particular case.

7. Faulty or Defective Products

If you believe that a product is faulty or defective, please contact us with details of the problem as soon as reasonably possible. We may need information about when the product was purchased, how it was installed, how it has been used, the operating conditions, and the symptoms or fault identified. Photographs, videos, inspection reports, or other information may also be requested where appropriate. Depending on the product and circumstances, we may need to have the product inspected by Rhino Grip Tyres, a supplier, manufacturer, or suitably qualified person before determining the available remedy. Customers should stop using a product where continued use may create a safety risk or cause additional damage.

8. Change-of-Mind Returns

Change-of-mind returns may be considered depending on the product, order circumstances, product condition, and applicable return arrangements. A change-of-mind request does not necessarily create an automatic right to return a product where no such right applies under law or an agreed return arrangement. Products that have been fitted, used, altered, damaged, or otherwise made unsuitable for resale may not be eligible for a change-of-mind return. Specially sourced or specifically ordered products may also be subject to different conditions. If you have changed your mind about a purchase, contact us before using or fitting the product so that we can determine whether a return can be accommodated and explain any applicable conditions.

9. Products That Have Been Fitted or Used

Customers should carefully confirm product suitability before fitting or using a tyre or related product. Once a product has been fitted, mounted, installed, used, modified, or subjected to operating conditions, its return options may be affected because its condition can no longer be assessed in the same way as an unused product. If you believe there is a fault or another legitimate issue with a product after it has been fitted or used, contact us rather than removing or modifying the product unnecessarily. We may require information about the fitting process, vehicle or equipment, operating conditions, usage, maintenance, and installation before determining the appropriate next step. Applicable consumer rights are not affected by this requirement.

10. Specially Ordered Products

Some products may be sourced, ordered, or arranged specifically for an individual customer based on a particular request, specification, size, quantity, application, or other requirement. Because these products may not form part of standard readily available stock, return arrangements can differ from those applicable to ordinary stocked products. Customers should confirm product specifications and suitability carefully before requesting a specially ordered item. If a specially ordered product is faulty, damaged, incorrect, or otherwise covered by an applicable legal remedy, we will assess the matter in accordance with the relevant circumstances and applicable law. If you wish to cancel or return a specially ordered product for another reason, contact us as early as possible so that we can determine whether any return option is available.

11. Return Condition and Packaging

Where a return is approved, customers should take reasonable care to package the product securely so that it is protected during transportation. Products should be returned in the condition specified by our team and should include any relevant accessories, labels, documentation, or packaging where requested. Tyres and other products can be heavy or bulky, so customers should use appropriate handling and transportation methods when preparing a return. Damage caused by inadequate packaging may complicate the assessment of a return. Customers should not attach labels, tape, markings, or other material directly to a product where doing so could damage its surface or affect its condition. We will provide specific instructions where a particular return requires special handling.

12. Return Freight and Shipping Costs

Responsibility for return freight costs depends on the reason for the return and the circumstances of the particular transaction. Where a product is confirmed to be faulty, damaged, incorrectly supplied, or otherwise subject to a remedy that requires return transportation, the applicable freight arrangements will be discussed with the customer. Where a return is requested for another reason, including an eligible change-of-mind request, the customer may be responsible for return freight or other reasonable costs where permitted by applicable law and agreed return conditions. Customers should not arrange expensive or unusual return transportation without first contacting us. We will advise the appropriate return method and any relevant freight arrangements once the return request has been assessed.

13. Return Assessment Process

Once a returned product is received, Rhino Grip Tyres may inspect the product and review the information supplied with the return. Depending on the nature of the issue, the product may also need to be assessed by a manufacturer, supplier, technician, or other appropriately qualified person. The assessment may consider the product’s condition, installation, usage, maintenance, operating environment, visible damage, manufacturing characteristics, and other relevant factors. The assessment process may take some time where specialist inspection or supplier involvement is required. Customers will be informed of the outcome once sufficient information is available. A return being received does not automatically mean that a refund, replacement, or other remedy has been approved.

14. Manufacturer Warranty Claims

Some products may be covered by a manufacturer’s warranty in addition to rights available under New Zealand law. Where a suspected product fault may involve a manufacturer’s warranty, Rhino Grip Tyres may need to submit relevant information or the product itself to the manufacturer or supplier for assessment. Warranty conditions can vary depending on the product and may include requirements relating to installation, maintenance, operating conditions, load, pressure, application, normal wear, and other factors. Customers should provide accurate information about how the product was installed and used. We will assist with the warranty process where appropriate, but the final assessment of a manufacturer’s warranty claim may depend on the applicable manufacturer warranty terms and technical assessment.

15. Refunds

Where a refund is approved, the amount and method of the refund will depend on the circumstances of the return, the original transaction, the applicable remedy, and the payment method used. Where reasonably practicable, refunds may generally be processed using the original payment method or another appropriate method agreed with the customer. Refund processing may take additional time after the return has been assessed because payment providers, banks, or other financial institutions may require time to complete the transaction. A refund will not normally be processed until the relevant return has been assessed and the applicable remedy has been determined. Nothing in this section limits any refund right that applies under mandatory New Zealand consumer law.

16. Replacements and Exchanges

Where an approved return results in a replacement or exchange, the replacement product will depend on availability and the circumstances of the original transaction. If the original product is no longer available, we may discuss alternative products or another appropriate remedy with the customer. Customers should not assume that an exchange can be completed immediately, particularly where the replacement product needs to be sourced or ordered from a supplier. The replacement may also be subject to normal product availability and delivery arrangements. Where an exchange relates to a confirmed incorrect supply, fault, or other issue covered by an applicable remedy, we will discuss the relevant arrangements with the customer and aim to minimise unnecessary delay.

17. Returns for Unsuitable Products

Customers are responsible for checking that a product is suitable for the intended vehicle, machinery, equipment, application, operating environment, load, and other relevant requirements before purchasing and fitting it. If a product is later found to be unsuitable because incorrect information was supplied by the customer or the wrong product was selected, return options may depend on the condition of the product and the applicable return arrangements. This is particularly important for tyres because size, load rating, speed rating, construction, application, and operating conditions can affect suitability. If you are uncertain about which product to purchase, we recommend contacting Rhino Grip Tyres before ordering so that relevant product information can be discussed before the purchase is completed.

18. Returns for Incorrect Customer Information

Customers should carefully review all information supplied when placing an order, including product selection, tyre specifications, quantity, vehicle or equipment details, billing information, and delivery information. Where an incorrect product is ordered because incorrect information was supplied by the customer, the available return options may depend on whether the product has been dispatched, fitted, used, specially ordered, or otherwise affected. Additional freight or handling costs may apply where a return is accepted for an error that was not caused by Rhino Grip Tyres, subject to applicable law. Customers should contact us immediately if they identify an error after placing an order so that we can determine whether the order can be corrected before dispatch.

19. Returns for Damaged Packaging

Minor marks or changes to outer packaging do not necessarily mean that the product itself is damaged. Customers should inspect the actual product and notify us if there is a material concern. Where packaging has been seriously damaged during transportation, photographs should be taken where possible before the packaging is discarded. If the product inside is also damaged, customers should contact us promptly and provide the relevant information. We may need to work with the freight provider to investigate the circumstances. Customers should retain the damaged packaging until the investigation has been completed where reasonably possible. This can be important evidence when determining whether damage occurred during transportation and may assist with arranging an appropriate remedy.

20. Returns of Multiple Products

If an order contains multiple products and only some products are being returned, customers should clearly identify which products are included in the return. Each product may need to be assessed separately depending on its condition, reason for return, and applicable warranty or return requirements. Customers should not automatically return every product in an order where only one item is affected unless instructed to do so. If several products are affected by the same issue, provide details of all affected items when contacting us. Where multiple products are returned together, they should be securely packaged and clearly identified so that the returned goods can be matched with the relevant order and assessed efficiently.

21. Return Authorisation

Where Rhino Grip Tyres approves a return, we may provide return instructions or other information that should be followed when sending the product back. Customers should keep any return reference, tracking information, freight receipt, or other documentation provided in connection with the return. A return authorisation helps us identify the shipment and connect it with the correct order and customer enquiry. Products returned without sufficient information may take longer to process because additional investigation may be required. Return approval does not necessarily mean that a particular remedy has already been determined. The product may still need to be inspected before a replacement, refund, repair, credit, or other outcome is confirmed.

22. Return Tracking and Proof of Shipment

Customers arranging an approved return should retain proof of shipment and any available tracking information until the return has been received and the matter has been resolved. Tracking information can help determine when a returned product was collected, transported, delivered, or delayed. If a return shipment appears to have been lost or delayed, the tracking information may be required to investigate the matter with the relevant freight provider. Customers should use appropriate packaging and a suitable freight service for the returned product. Rhino Grip Tyres cannot assess a product that has not reached us, so retaining shipment evidence can be important when a return is in transit.

23. Products Requiring Inspection

Some return requests may require physical inspection before a remedy can be determined. This is particularly relevant where the issue involves a suspected manufacturing fault, unusual wear, damage, installation concerns, or a disagreement about product condition. Inspection may be performed by Rhino Grip Tyres, a supplier, manufacturer, technician, or another appropriately qualified person depending on the nature of the issue. Customers should provide accurate information about the product’s history and use so that the assessment can be completed fairly. Where a product presents a potential safety issue, customers should stop using it until appropriate advice has been obtained. Inspection results may determine whether a return, replacement, repair, refund, warranty remedy, or other outcome is appropriate.

24. Products That Cannot Be Returned

Not every product or return request will necessarily qualify for a return. For example, a product may not be eligible for a discretionary return where it has been substantially used, fitted, modified, damaged after delivery, specially ordered, or otherwise altered in a manner that affects its return condition, subject to applicable consumer rights. Products may also be subject to specific manufacturer or supplier conditions. This does not affect rights that cannot legally be excluded under New Zealand law. If you are unsure whether a particular product can be returned, contact Rhino Grip Tyres before purchasing or before fitting the product. We can explain the applicable return considerations based on the product and circumstances.

25. Safety During the Return Process

Customers should take appropriate care when handling products during the return process. Tyres and related products can be heavy, bulky, or difficult to move safely without suitable equipment or assistance. Customers should not attempt to transport a product in an unsafe manner or use equipment that is not appropriate for its weight or dimensions. Products suspected of being damaged or unsafe should not be used merely to prepare them for return. Where professional assistance is required to remove, handle, inspect, or transport a product, customers should use an appropriately qualified person or service. Rhino Grip Tyres may provide return instructions, but customers remain responsible for safe handling of products while they are in the customer’s possession.

26. Communication During a Return

We aim to keep customers informed throughout the return assessment process where relevant information or action is required. We may contact customers to request photographs, invoices, order details, product information, installation details, freight documentation, or other information needed to assess the return. Customers should respond as promptly as reasonably possible because delays in providing requested information may extend the time required to resolve the matter. If a manufacturer, supplier, freight provider, or other third party is involved, some aspects of the investigation may take additional time. We will communicate relevant outcomes when sufficient information is available and will explain any further action required from the customer where applicable.

27. Consumer Rights in New Zealand

This Returns Policy operates alongside the rights and protections available to customers under applicable New Zealand legislation. Nothing in this policy is intended to exclude, restrict, or replace any consumer guarantee, statutory remedy, warranty, or other right that cannot legally be excluded or limited. Where a product does not meet an applicable legal requirement, the customer’s available remedies will depend on the nature and seriousness of the issue and the circumstances of the transaction. Customers who believe that a statutory right applies should contact Rhino Grip Tyres and provide details of the concern so that it can be considered. Where necessary, customers may also seek independent advice regarding their rights under applicable New Zealand law.

28. Contact Us About Returns

If you need to request a return, report a faulty or damaged product, discuss an incorrect order, or ask whether a particular product may be eligible for return, please contact Rhino Grip Tyres before sending anything back. You can contact our team by telephone at +64 800 744 661 or by email at sales@rhinoattachments.nz. Our business address is 14 Thomsons Crossing Rd W, 9781, New Zealand. When contacting us, please provide your order number, product details, reason for the return, and any photographs or supporting information that may help us understand the issue. We will then advise you of the appropriate next step for your return request.

29. Changes to This Returns Policy

Rhino Grip Tyres may update this Returns Policy from time to time to reflect changes in our products, suppliers, business processes, return arrangements, website functionality, or applicable legal requirements. The latest version of this policy will be published on the website and will apply to new purchases and return requests from the date it becomes effective, subject to any rights or obligations that have already arisen. Customers should review the current policy when considering a new purchase or return. Updates may be necessary to clarify existing procedures, introduce improved return processes, or reflect changes in applicable requirements. Nothing in an updated policy is intended to remove or reduce a mandatory right or remedy that applies to an existing transaction under New Zealand law.

30. Final Return Information

Our goal is to handle legitimate return requests fairly, efficiently, and with clear communication. Customers should check product suitability before purchasing, inspect products after delivery, contact us promptly when an issue is identified, and follow the return instructions provided by Rhino Grip Tyres. Products should not be returned without prior contact unless another arrangement has been expressly agreed. Keeping order records, delivery documentation, photographs, packaging, and freight information can help resolve return matters more efficiently. Each return will be considered according to the reason for the request, the product’s condition, the circumstances of the transaction, any applicable warranty, and the rights and obligations that apply under New Zealand law. This policy is intended to provide practical guidance while preserving all mandatory customer protections.