Update by user Oct 08, 2018 After contacting the company 5 times, and them continuing to be difficult, they magically responded and refunded my money once I got my bank involved. Their policy is VERY CLEARLY stated on their website, so when they started telling me that their requests for more information and "evidence" they told me they were "following standard procedure", well if it's standard procedure, then why does it differ from your publicly stated procedure? All in all, after wasting hours of time fighting with them, plus my additional expenses of having to have the bad tire removed and replaced after I had paid for it to be installed, then an additional trip to a shop to have a replacement tire (which I bought elsewhere) installed, I found their attitude and methods for "customer satisfaction" lacking and downright terrible. However, in the end, I rec'd a refund, so I am marking this resolved. I will not do business with them again. Original review posted by user Sep 08, 2018 I rec'd 2 tires, went to the shop, mounted and inflated to find that one was severely deformed, had another used tire installed to get it on the road. Went home contacted them. They start asking for written statements from the installer, pictures of the damage, etc before they will return and refund the tire.... the written guarantee on the website has NONE of this stipulated, simply tell them its damaged within 5 days of delivery, provide a description, and they will pay return shipping and provide the refund. This is a LIE. I had to turn to my bank and initiate a chargeback they were so uncooperative. Wont be doing any more business here.