Returns and Refunds Policy

1. General and Definitions

1.1. When we refer to "Big Tyre", "we", "us" or "our", we mean Big Tyre Pty Ltd (ABN 32 101 069 630).

1.2. When we refer to "you", "your" or "customer", we mean the person or entity that uses our website, requests a quote, places an order, accepts a quote, pays an invoice or purchases goods or services from us.

1.3. In these Terms and Conditions:

• "ACL" means the Australian Consumer Law set out in Schedule 2 to the Competition and Consumer Act 2010 (Cth);
• "goods" or "products" includes tyres, wheels, rubber tracks, retreaded products, rebuilt products, special order products, custom products and any other products supplied by Big Tyre;
• "services" includes any fitting, installation, repair, retreading, rebuilding, modification, commissioning or other services supplied by Big Tyre, where applicable;
• "special order" means a product ordered, imported, sourced, manufactured, rebuilt, retreaded, modified or processed specifically for you;
• "custom product" means a product made, modified, configured or processed to your specifications or requirements;
• "retreaded product" means a product retreaded by or for Big Tyre; and
• "rebuilt product" means a product rebuilt, repaired or reconditioned by or for Big Tyre.

5. Returns and Refunds Policy

5.1. This clause 5 is Big Tyre's return and refund policy. Big Tyre may link to this clause on its website under the heading "Returns and Refunds Policy".

5.2. Change of mind returns are not automatic. Big Tyre may, at its discretion, accept a change of mind return for standard stocked products if:

• the return is requested within 7 days of purchase;
• the product is unused, unfitted, unmounted, undamaged, unaltered and in original condition and packaging where applicable;
• you provide proof of purchase;
• the product is still stocked by Big Tyre or its supplier; and
• Big Tyre approves the return before the product is returned.

5.3. Change of mind returns will generally not be accepted for:

• retreaded products;
• rebuilt products;
• custom products;
• special orders;
• products manufactured, modified, imported, sourced or processed specifically for you;
• products that have been fitted, mounted, installed, used, damaged, altered or repaired;
• products no longer stocked by Big Tyre or its supplier; or
• products correctly supplied by Big Tyre but ordered by you in the wrong size, type, rating, specification or quantity.

5.4. Where Big Tyre accepts a change of mind return, you are responsible for return freight and any applicable freight insurance. Big Tyre may charge a restocking fee of up to 20% of the product value.

5.5. Approved refunds will be processed after Big Tyre receives and inspects the returned goods. Refunds will usually be made using the original payment method where possible and may take a reasonable time to process.

5.6. Freight, delivery, fitting, installation and other service charges are not refundable for change of mind returns unless required by law.

5.7. Nothing in this clause 5 limits any rights you may have under the ACL or any other law that cannot be excluded, including in relation to faulty goods.

6. Faulty Products, Warranties, Recalls and the Australian Consumer Law

6.1. If you consider a product purchased from Big Tyre is faulty, defective, damaged or not as ordered, you should contact Big Tyre as soon as reasonably possible and provide:

• your invoice or order number;
• photos of the product and the issue;
• a detailed description of the issue;
• when the issue was first noticed;
• how the product has been used and the application for which it was used;
• whether the product has been fitted, installed, modified, repaired, retreaded, used or damaged; and
• any other information reasonably required by Big Tyre to assess the claim.

6.2. Big Tyre may inspect the product, request further information, or refer the claim to a supplier, manufacturer, retreader, rebuilder, carrier or other relevant third party for assessment.

6.3. Nothing in these Terms and Conditions excludes, restricts or modifies any rights, remedies or guarantees that cannot lawfully be excluded, restricted or modified, including any rights you may have under the ACL.

6.4. A reference in these Terms and Conditions to the ACL, consumer guarantees or statutory rights does not mean that the ACL applies to a transaction where it would not otherwise apply, and does not give any customer rights beyond those required by law.

6.5. Manufacturer, supplier or third-party warranties may apply to some products in addition to any rights you may have under the ACL. Big Tyre may assist with warranty claims, but supplier or manufacturer assessment may be required before a warranty outcome can be confirmed.

6.6. Unless required by law or expressly agreed by Big Tyre in writing, warranties do not cover issues caused by:

• misuse, abuse, neglect or accidental damage;
• incorrect fitting, installation, mounting, storage, handling or maintenance;
• overloading, under-inflation, unsuitable site conditions or unsuitable application;
• modification, repair or alteration not authorised by Big Tyre;
• failure to follow manufacturer, supplier or Big Tyre instructions;
• ordinary wear and tear; or
• damage caused by road, mine site, agricultural, industrial or operating conditions.

6.7. The following product category provisions apply subject to the ACL and any non-excludable rights:

• new third-party products may be subject to manufacturer or supplier warranty terms;
• imported products may be subject to the terms and assessment processes of the overseas manufacturer or supplier;
• special orders may not be cancellable or returnable for change of mind once ordered, sourced, manufactured, imported or processed;
• retreaded products may be assessed by reference to the retreading work performed, the condition of the casing and the way the product has been used;
• rebuilt products may be assessed by reference to the rebuilding work performed and the way the product has been used;
• products manufactured or modified by Big Tyre may be assessed by reference to Big Tyre workmanship and materials and the specifications agreed with you; and
• fitting, installation or other services, where supplied, may be assessed by reference to the services performed by Big Tyre.

6.8. If Big Tyre accepts a claim, Big Tyre may provide a repair, replacement, refund, credit or other remedy as required by law or otherwise agreed by Big Tyre.

6.9. If Big Tyre or a supplier or manufacturer notifies you of a product recall or safety issue, you must follow the reasonable recall or safety instructions provided.

8. Contact

8.5. You can contact Big Tyre about orders, returns, warranties, privacy or these Terms and Conditions using the following details:

• Address: 226 North Street, Rockville, Queensland, Australia;
• Phone: +61 7 4699 9777;
• Sales email: btsales@bigtyre.com.au; and
• Accounts email: btaccounts@bigtyre.com.au.