Returns, Refunds & Warranty

1. Overview & your rights

We want you to be confident in your purchase. This policy explains when and how you can return tires and parts, cancel orders or appointments, and make warranty claims.

Nothing in this policy limits your statutory rights as a consumer under the Alberta Consumer Protection Act, the Sale of Goods Act, or other applicable law. Where a statutory right exceeds what is offered here, the statutory right applies.

2. Returnable products

You may return most new, unmounted, unused products within 30 days of the delivery or pickup date, provided they are:

• In their original packaging and unmounted (no scuffs, no signs of road use, no chalk or marker on the tire)
• In re-sellable condition (no damage to the tread, sidewall, or bead)
• Accompanied by your order number, invoice, or original receipt

Wheels and accessories are also returnable within 30 days if they are unmounted, undamaged, and in original packaging. We recommend test-fitting wheels before tires are mounted: once a tire is mounted on a wheel, the wheel is generally considered used.

3. Non-returnable products

The following are not returnable for change-of-mind reasons (they may still qualify for warranty repair or replacement under Sections 10 and 11):

• Tires that have been mounted, balanced, or driven on
• Tires showing signs of road wear, curb damage, weather checking, or repair
• Used tires (sold "as is")
• Special-order, custom-spec, or made-to-order products
• Clearance or final-sale items expressly marked as such at the time of purchase
• Gift cards and store credit
• Services already performed (installation, alignment, balancing, rotation, TPMS, storage), once the work has been completed

4. How to start a return

To start a return:

1. Email info@princetires.ca within 30 days of delivery or pickup. Include your order number, the products you want to return, and the reason for the return.
2. We will reply within 2 business days with a Return Authorization (RA) number, return shipping instructions (or a pickup-return slot at our Calgary location), and any restocking-fee or return-shipping estimate.
3. Pack the products securely and write the RA number on the outside of the box. Returns received without an RA number may be refused or significantly delayed.
4. Drop off the package at the courier we specify, or bring the products to our Calgary location during business hours.

5. Return shipping & restocking

• Return shipping cost. Customer-initiated returns (for example, change of mind, ordered the wrong size) are at your cost. We can arrange a discounted shipping label and deduct the cost from your refund, or you can use a courier of your choice.
• Defective or wrong-item returns. If the return is because we shipped the wrong product or the product arrived defective, we will cover the return shipping (see Section 7).
• Restocking fee. A restocking fee of up to 15% may apply to opened or non-defective returns, to cover repackaging, inspection, and re-listing costs. The exact fee will be confirmed when we issue your RA number.
• Inspection. All returns are inspected within 5 business days of receipt. Returns that do not meet the conditions in Section 2 may be refused, in which case we will contact you to arrange return-shipping at your cost.

6. Refunds & processing time

• Approved refunds are issued to the original payment method.
• Refunds are processed within 5 business days of return inspection. Your bank or card issuer may take an additional 3–10 business days to post the credit to your statement.
• Original shipping fees are non-refundable except for defective or wrong-item returns.
• Cash refunds over $250 may be issued by cheque to comply with cash-handling policy.
• If your original payment method is no longer valid (for example, a closed credit card), we will issue a credit to your customer account or a cheque, at our discretion.

7. Damaged or wrong items

Inspect your delivery as soon as it arrives. If a product is missing, damaged, or not what you ordered:

• Email info@princetires.ca within 5 business days of delivery, with photos of the box, the damage, and the shipping label.
• We will arrange a replacement or refund at our cost, including return shipping.
• Reports made after 5 business days may not qualify for full coverage; we will use reasonable efforts to help but cannot always recover from the courier after that window.

For damage caused in transit, please keep the original packaging until your claim is resolved — couriers may require it for inspection.

8. Order cancellations

• Before shipment / pickup-ready. You can cancel an online order free of charge any time before we ship it or mark it ready for pickup. Email or call us as soon as possible.
• After shipment. Once an order has shipped, it is treated as a return (Sections 2–6).
• Special orders. Special-order, custom-spec, or non-stocked items may not be cancellable once the order has been placed with the supplier. We will tell you whether your order falls in this category before charging you.

9. Service-appointment cancellations

• You may reschedule or cancel an appointment free of charge using the link in your confirmation email up to 4 hours before your scheduled time.
• Cancellations or no-shows within 4 hours of the appointment may be subject to an inconvenience fee of up to $50, charged to the payment method on file.
• If you arrive more than 15 minutes late, we may need to reschedule to keep on time for other customers.
• If we cancel or reschedule an appointment because of weather, equipment, or staffing issues, you have the option of rebooking at no charge or receiving a full refund of any pre-payment.

10. Workmanship guarantee

We warrant our installation workmanship for 90 days from the date of service against defects in mounting, balancing, and torque. If a workmanship issue arises within 90 days, we will re-perform the affected service at no charge.

The workmanship guarantee does not cover impact damage, neglect, modification, racing, off-road use, or pre-existing wheel, suspension, or alignment issues that we identified and disclosed at intake.

To claim, contact us within the 90-day window and bring the vehicle in for inspection. We may need to ride along on a short test drive to reproduce balance complaints.

11. Manufacturer warranty & road-hazard

Manufacturer tread-life and limited warranty

New tires are covered by the manufacturer's warranty, which we pass through to you. Warranty terms vary by brand and model and are documented on the manufacturer's website or warranty card. We will help you submit warranty claims to the manufacturer at no charge.

Manufacturer warranties typically cover defects in materials or workmanship and a prorated tread-life adjustment. They do not usually cover:

• Road-hazard damage (potholes, nails, glass, debris)
• Damage from improper inflation, alignment, or balance
• Curb damage
• Racing, off-road, or competition use
• Cosmetic blemishes that do not affect performance

If a manufacturer issues a warranty credit, you remain responsible for the prorated portion (where applicable), mounting, balancing, valve stems, taxes, and disposal fees that the manufacturer does not cover.

Road-hazard protection plans

An optional road-hazard protection plan may be offered at the time of tire purchase. When in effect:

• Punctures may be repaired at no charge if the tire can be safely repaired under industry standards.
• Tires that cannot be safely repaired may be replaced on a prorated basis based on remaining tread depth.
• Coverage limits, term, and exclusions are shown in writing on your road-hazard certificate.

12. Wholesale & trade returns

Wholesale returns are governed by the trade-account agreement signed at account opening. In summary:

• Stock returns require an RA number and prior approval.
• Restocking fees of up to 15% may apply to non-defective returns.
• Special-order, drop-shipped, and tire-shop-fitment products are generally non-returnable.
• Defective merchandise is handled under the manufacturer's standard trade warranty terms.

For account-specific terms, contact your trade-account manager or email info@princetires.ca.

Questions about a return or warranty?
Prince Tires, Calgary, Alberta, Canada
Email: info@princetires.ca
Phone: 403 452 4283