Tire Return & Refund Policy

I. Uninstalled Tire Return & Refund Policy

1. Return Eligibility

1. Return Window:
   • Returns are only accepted within 30 calendar days from the date of purchase. Requests made after the return window has closed will not be processed.
2. Condition of Returns Policy:
   • Tires must be unused, unmounted, and free from any signs of wear (including but not limited to test driving or short-distance usage).
   • Original manufacturer labels must be intact, undamaged, and not removed.
   • The surface of tires must be clean and dry, with no lubricant residue, and the bead area must be free of scratches or deformation.
3. Items Ineligible for Return:
   • Returns are not accepted for used tires, mounted tires, or specific categories including MT/ AT tires.

2. Return Process

1. Submit an Online Request:
   • Log into your FixGo account and navigate to "My Orders."
   • Select the relevant order and click the “Request Refund” button.
   • Provide a reason for the return and upload supporting documents (e.g., photos of the tire condition).qia
2. Customer Service Confirmation:
   • Contact FixGo's customer service to confirm the return address by using one of the following methods:
     • Phone: 1-888-693-4946 (Mon–Fri: 8am–8pm, Sat: 8am–5pm)
     • E-mail: customerservice@fixgo.com
     • IM / SMS: 1-844-650-1585
3. Tire Return Method:
   • Deliver the tire(s) to a designated FixGo partner installer or ship them directly to a FixGo warehouse.
   • FixGo will coordinate with logistics personnel to retrieve and inspect the returned tires.
4. Refunds:
   • Upon successful inspection of the returned product, FixGo will issue the refund within 3–15 business days from the date of inspection, using the original method of payment.
   • Refund status updates will be provided via SMS or email.

3. Return Shipping Cost

1. If the return is due to a FixGo-related issue, such as order fulfillment errors, shipping damage, or product defects, FixGo will cover the return shipping cost.
2. For returns not caused by product defects or FixGo’s responsibility (e.g., ordering the wrong size or changing one's mind), the customer is responsible for all return shipping costs. Customers must use a traceable shipping method and provide the tracking number to FixGo.

4. Special Notice

1. All returns must be pre-authorized through FixGo’s official customer service.
2. Unauthorized returns will be refused and returned to the sender at the customer's expense.
3. FixGo is not responsible for lost or damaged items returned without proper authorization or tracking information.

II. Installed Tire Warranty Policy

1. Warranty Responsibility

1. Service Provider: Tire warranties are provided directly by the respective tire manufacturers. FixGo solely assists customers in submitting warranty claims and does not make technical evaluations or final determinations.
2. Final Authority: The manufacturer retains the sole discretion to approve or deny warranty claims. FixGo does not influence or determine the outcome of warranty assessments.

2. Warranty Eligibility

1. Warranty Qualifications:
   • Only original purchasers who buy through FixGo’s official channels are qualified for the warranty. Warranty becomes void upon resale or change of vehicle ownership.
   • Warranty applies exclusively to vehicles registered in the U.S., U.S. territories, or Canada.
   • Customer information provided during the warranty claim process will be handled in accordance with FixGo's Privacy Policy.
2. Warranty Conditions:
   • If a tire is replaced for any reason, the warranty for the original tire is void.
   • The tire’s product page must clearly indicate that the model includes Road Hazard Coverage or Mileage Warranty.
   • Tire eligibility for warranty will be determined based on its actual condition.
   • Vehicle must be properly maintained, including but not limited to:
     • Regular tire rotation and balancing are performed according to the vehicle manufacturer's specifications.
     • Tire pressure is checked monthly to maintain levels recommended by the vehicle manufacturer.
     • All mechanical parts such as suspension and brake systems that affect tires are kept in proper working condition.

3. Warranty Coverage

1. Road Hazard Coverage:
   • Covers damage caused by punctures, abrasions, or impacts (e.g., nails, glass, potholes, rocks or other objects) during lawful driving on government-maintained roads.
   • Covers manufacturing defects such as bulges or tread separation.
2. Mileage Warranty:
   • Certain tire models come with a mileage warranty for tread wear (see the specific product page for detailed information).
   • The warranty is void if the tire is used in any form of racing or off-road activities, or if the tire is damaged due to misuse, negligence, or improper maintenance.

4. Warranty Period

1. Road Hazard Coverage: Valid for 1 year from the date of original purchase or until the tread depth reaches 2/32", whichever comes first.
2. Mileage Warranty: Coverage varies by brand and model, with some warranties extending up to 80,000 miles. Customers are responsible for reviewing the tire manufacturer’s warranty documentation to confirm the coverage.

5. Exclusions

1. Damage Due to Vehicle Mechanical Issues: Includes but not limited to wheel system defects (e.g., wheel misalignment or brake lock-up), improper installation (e.g., improper tire mounting or demounting, tire/wheel assembly imbalance, use of tires that do not match the vehicle's specifications, or the presence of foreign objects within the tire), or long-term mechanical wear (e.g., worn suspension components or aging wheel bearings).
2. Damage Due to Improper Maintenance: Includes but not limited to incorrect tire pressure (overinflation or underinflation), failure to rotate tires at recommended intervals, or lack of regular inspections of tire pressure and balance adjustments.
3. Damage Due to Improper Use or Abuse: Includes but not limited to overloading, improper inflation pressure, unauthorized modifications (e.g., grooving, grinding, or cutting) and deliberate damage, or Installation of non-recommended accessories (e.g., chains or studs).
4. Damage Due to Accidents or Special Circumstances: Includes but not limited to collisions, fire, theft, road hazard damage (e.g., cuts, punctures, or impact damage), damage caused by extreme driving conditions (e.g., off-road use or racing), weather/ozone cracking after 1 year of use, tires with tread depths of 2/32" or less, or tires that have been in use for over one year.
5. Indirect Damages Disclaimer: FixGo is not liable for any indirect losses due to tire failures, including but not limited to loss of time, inconvenience, loss of vehicle use, or damage to other vehicle components except where such exclusions are prohibited by applicable law.
6. Maunufacturer-Specific Warranty Terms: Warranty coverage may vary by the tire brand and model. Customers are encouraged to review the specific warranty documentation provided by the tire manufacturer before purchase.

6. Warranty Claim Process

1. Contact Customer Service & Submit Documentation:
   • Reach out to FixGo’s customer service and provide the following documentation:
     • Original purchase receipt or order confirmation
     • Clear photos of the tire(s), showing the reported damage
     • Installation records
     • Maintenance or service records (if applicable)
   • FixGo customer service will review the submitted materials to determine whether the issue qualifies for a warranty claim.
     • Phone: 1-888-693-4946 (Mon–Fri: 8am–8pm, Sat: 8am–5pm)
     • Email: customerservice@fixgo.com
     • IM / SMS: 1-844-650-1585
2. If eligible, the following documents are required:
   • FixGo order confirmation email (required)
   • Clear photos of the tire(s) showing the reported defect or damage (required)
   • Details and receipts of any related vehicle service/maintenance (required)
   • Installation receipt for tire replacement (if applicable)
3. Tire Inspection:
   • Deliver tires to a FixGo partner installer or directly to a FixGo warehouse.
   • FixGo will send them to the manufacturer for inspection.
   • Inspection typically takes 4–8 weeks. If approved, compensation will be issued according to the manufacturer's warranty.
   • If denied, the tires will not be returned.

7. Refunds

1. State-mandated tire fees, taxes, and installation/labor charges are non-refundable.
2. If a claim is approved, the refund will be issued to the original payment method within 3–15 business days after reimbursement is received from the manufacturer.
3. Refund Window: All required documents must be submitted within 30 days of initiating a claim; otherwise, the request is considered forfeited.

8. Tire Care Recommendations

1. Have the air pressure in your tires checked by a tire professional as least once a month to avoid underinflation.
2. Always set tire pressure according to the specifications provided by the vehicle or tire manufacturer. Overloading the vehicle beyond its rated capacity is strictly prohibited.
3. Register your tires using the DOT (Department of Transportation) card provided at the time of installation.
4. Follow all maintenance requirements outlined in the manufacturer’s warranty guide.
5. Use only USTMA-approved two-piece repair methods. Temporary plug kits or sealants are not recommended and may void the warranty
6. When replacing fewer than four tires, new tires must be installed on the rear axle of the vehicle.
7. Post-installation:
   • Retorque all lug nuts after driving approximately 25 miles (40 kilometers) following installation or service.
   • Lug nuts should be hand-torqued using a calibrated torque wrench in accordance with the vehicle manufacturer’s specifications.

III. General Terms

1. Legal Rights Statement

1. These policies do not affect the statutory rights granted to consumers by applicable laws in their respective jurisdictions.
2. Both the manufacturer and FixGo reserve the right to reject claims containing false or misleading information.
3. Nothing in this warranty policy limits or excludes any rights you may have under applicable consumer protection laws, including the Magnuson-Moss Warranty Act and California's Consumer Legal Remedies Act.

2. Policy Modifications

FixGo reserves the right to interpret and revise these policies. The latest version published on the official website shall prevail.

3. Notes

• How to Check whether Tires are Eligible for Warranty:
  • Road Hazard Coverage

• • Mileage Warranty

• How to check tire tread depth by yourself:

To evaluate your tire tread depth, you can perform the penny test. Insert a U.S. penny into the tread groove of your tire with Lincoln's head facing downward. If the top of Lincoln's head is obscured by the tread, your tires have more than 2/32” of tread depth remaining, indicating they are still serviceable. However, if you can see all of Lincoln's head, the tread has worn down to 2/32” or less, and it's advisable to replace the tire.

It's important to conduct this test at multiple points around each tire, especially in areas that appear more worn, as uneven tread wear can occur. Even if most of the tire passes the test, a single area failing indicates the need for replacement.

Uneven tread wear can result from factors such as improper inflation pressure, wheel misalignment, or a series of other issues. If you observe uneven tread wear, it's recommended to have your vehicle inspected by a technician to address any underlying problems.