Support Policy

Effective date: August 23, 2022

These Terms and Conditions of Sale (the “Agreement”) govern Your purchase of Our electronics and/or consumer products available from Our website (https://us.tineco.com/) listed on the order acknowledgment ("Products") provided to You by Tineco (“Tineco”). No course of dealing or custom or usage contrary to this Agreement shall apply. Notwithstanding the foregoing, we may correct any typographical or clerical errors, including, without limitation, errors in price, taxes, specifications, quotations, on the order acknowledgments. By accepting delivery of the Products, you agree and are bound by the terms and conditions of this Agreement. If You do not wish to be bound by this Agreement, you must notify Us immediately and return the Products purchased in accordance with Our Return Policy set forth below.

All references herein to “We”, “Our”, “Us” refer exclusively to Tineco, its subsidiaries and affiliates.  All references herein to “You” and “Your” refer to any purchaser of Products.   

 

PRICES, TAXES, FEES

Prior to submitting Your order, You will have the opportunity to review Product prices and any applicable sales tax, shipping, and handling charges. Prices are exclusive of, and You shall pay, all taxes, duties, levies or fees, or other similar charges imposed on Us or on You by any taxing authority (other than taxes imposed on Our income) related to Your order. Sales tax will be charged only when the person ordering the goods is a resident of the state of Alabama, Arizona, Arkansas, California, Colorado, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kentucky, Kansas, Louisiana, Maine, Massachusetts, Maryland, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, the state of Washington, West Virginia, Wisconsin and Wyoming.

Please notify Us promptly should You believe Your order has a pricing error.

We reserve the right to change prices at any time. Should We lower the price of the product You purchased, You may contact Us within the product’s return window to request a credit for the difference between the price You paid and the current selling price listed on Our website. 

 

Price Match Guarantee 

If you find the same product is sold by any our authorized dealer within United States at lower price within 15 days after your payment and the all of following conditions are satisfied, we'll refund you the difference between price You paid and that lower price in form of Gift Card in this Website:

  • Product must be the exact same model number as it appears on store.tineco.com and in stock.
  • Proof of advertised lower price by the authorized dealer is required (Copy of Flyer or Website URL. Advertised price must be the listed price; membership/loyalty, promo code entries, or like discounts are exclusive of this clause).
  • Authorized new product dealer is limited to Amazon sold by TINECO. Authorized refurbished product dealer is limited to sellers in eBay. Except for that, the other dealers and third-party marketplace sellers are exclusive of this Clause.
  • The Product must be 100% new one. It cannot be used, refurbished, "closeout", "clearance" or a demo product.
  • It is exclusive of this clause that the lower price is due to advertising error or misprint.
  • The refund of price difference shall not constitute or result in any violation of our advertising or pricing.

Tineco reserves the right to rescind this offer at any time and/or modify these terms and conditions as needed.

 

Despite Our best efforts, Products on Our website may, on rare occasion, be mispriced. If an item's correct price is lower than Our stated price, We will charge the lower amount and ship You the item. If an item's correct price is higher than Our stated price, We will, at Our discretion, either contact You for instructions before shipping or cancel Your order and notify You of such cancellation. 

 

PERSONAL USE

You agree that Products acquired by You under this Agreement are solely for Your personal use and not for immediate resale. 

PAYMENT AND FINANCING.

We accept American Express, MasterCard, Visa credit card, Discover, Diners Club, PayPal, Klarna, Apple Pay, Google Pay, Facebook Pay, or Shop Pay. If your payment is rejected by the card issuer your order will not be dispatched. Payment is made at your own risk. 

Unless You are paying with Klarna installments, all orders for Products must be paid in full in advance of shipment. Only one coupon code can be applied per order. We may, in Our sole discretion, approve different payment terms for Products at any time. We also have the right to suspend deliveries or discontinue any of the work to be performed by Us until amounts past due are paid in full. 

You agree to pay all attorneys' fees, litigation expenses and costs allowable by law that are incurred by Us for the collection of all amounts owed by You to Us.  

 

ORDER ACCEPTANCE AND CANCELLATION

Your payment account will be charged when You place Your order. The Orders outside of continental United States will not be accepted or dispatched.

Your order will begin processing shortly after being placed. If You need to change or cancel Your order, please contact Us at: support@tineco.com

Once you have submitted an order, you will receive an automatic e-mail confirming the details of your order (name, address, product ordered, price, etc.). Please note such e-mail does not constitute acceptance of your order. We reserve the right to decline or cancel orders at any time for any reason, regardless of whether your order has been confirmed or your credit card has been charged. In such instances, We provide notification via email to the email address You provided when submitting Your order. We assume no responsibility for issues resulting from such declines, cancellations, or email notification failure. 

Please contact us if you want to change or cancel your order. We will stop the shipment and make the change/cancellation of your order after receipt of your request. However, we cannot promise that your request will be met in any case. As noted on the checkout page, once an order has been shipped we are not able to cancel it or change the items or address in the order. 

 

SHIPPING

We ship to street addresses within the Continental United States with the exception of Alaska and Hawaii. We cannot deliver to P.O. boxes, APO/FPO addresses private mail box stores, United States territories, or any addresses outside the Continental United States and the District of Columbia. 

In-stock orders will be shipped within 2 business days. If we receive the order on Friday, Saturday or Sunday or on public holidays, we will ship the product within next 2 business days after Weekend and public holidays. The products under one order may be split for shipment depending on inventory availability. Your shipment may be delivered via one or more of the following logistics carriers: FedEx, USPS, UPS. The choice of logistics carrier is randomly selected by the warehouse.

Orders will usually be delivered within 7-10 business days upon shipment. Transit time may vary depending on proximity to the distribution center and inventory availability. 

*To ensure the security of purchases, we will inform you via email the delay of delivery.

*We will make every effort to process orders within the specified delivery period. However, we cannot warrant the Estimated delivery date. We will not be liable for late shipment and late delivery caused by severe weather or unforeseen events.

Shipment of oversized Products may take an additional business day.

As Your order ships, We will send you email providing the shipment tracking number(s). To see the detailed progress of Your shipment, click on the tracking number link provided in Your email. Please note that tracking detail may not be active immediately with the carrier; in that case, check back in several hours or the following day.

For Your protection, a signature is required for most deliveries. We do not allow address changes after an order has been accepted. The risk of loss or damage to the Products in transit shall fall upon You, whose responsibility shall be to file claims with the carrier and/or the insurance company. You shall examine all Products promptly upon receipt and shall notify Us, in writing, within 7 days of delivery, of any nonconformance. If the rejection is intended, You shall specify all grounds for rejection. Failure to provide Us with such notice shall be deemed an unqualified acceptance of the delivered Products by You. We reserve the right to ship the products in multiple boxes and/or shipments.  You may not export any products purchased on Our website. 

You can check Your order status any time online to find more details about Your order. Check details to see the shipment tracking number and more details or to navigate to the carrier’s website. 

 

CLAIMS AGAINST CARRIER, CONCEALED DAMAGE.

The carrier is responsible for the Products while they are in transit to you. If there is a shortage or damage to Your shipment, You must notify the carrier upon the arrival of the shipment to assure approval of Your claim. It is the duty and responsibility of the delivering carrier to give you a written report of such shortage or damage following receipt of Your notification. Both Your copy and the carrier's copy of the receipt, freight bill, or delivery memo (as the case may be) must be noted with the detail of the shortage or damage and all the copies must be signed and acknowledged by the carrier's driver or representative. If the damage is concealed, notify the carrier within 48 hours by phone and in writing, asking them to send their agent to complete an inspection report. Retain all cartons and merchandise for their inspection report and claim approval. It is critical that You file a written claim with the carrier within 48 hours of receipt of shipment for any shortage or concealed damage. You must include the following along with Your written claim to the carrier: Carrier's Inspection Report, paid freight bill and original or certified copy of the invoice. 

 

DELAY

If delivery is delayed at Your request, or for any other reason beyond Our control, the Products shall nevertheless be deemed to have been delivered to You as of the date of notice from Us to You that the Products are available for delivery for purposes of determining the final price for the Products and the time payment will be due. Products held by Us for You after the giving of such notice shall be held at Your risk and expense. IN NO EVENT SHALL WE BE LIABLE FOR INCIDENTAL, CONSEQUENTIAL OR SPECIAL DAMAGES, INCLUDING LOST PROFITS, ARISING OUT OF A DELAY OR FAILURE TO DELIVER. 

 

RETURN POLICY

Tineco provides the cancellation policy and return policy under state/federal law that entitle you to get a full refund before the order is shipped. After orders are shipped, we also honor your right to get a full refund in accordance with Tineco return policy.

All requirements under this Return Policy must be followed in order to be granted a full refund.

 

REQUIREMENTS OF RETURN

You will receive a full refund if You provide Us with the following:

  • Original receipt
  • Serial number
  • Original packaging
  • All accessories originally included with the Product
  • Within 30 days from the delivery date
  • No refurbished products
  • No intentional cosmetic modification or damage that may impact resale, refurbishment, restoration, or usability

Full Refund may include full cash refund, exchange of products, or store credits. We will not refund your taxes, commission charges, remittance fees, and other fees collected by the bank, logistics company, or any other third parties. Your refund request will be processed within 7-14 business days once we receive the returned product. All refunds will only be issued via the original form of payment.  Original shipping costs will be deducted from any refund amount except in the case of Defective Product. It will take 1-2 billing cycles depending on the form of your payment and the rules of your financial institution to receive the credited funds. 

*Please keep the original receipt and contact Us for a ‘Return Material Authorization Number’ (RMA Number). You can send us the Product for return via FedEx free of charge with the RMA Number. Please contact us for support if it fails to ship the product to be returned via FedEx. Ensure You clearly mark package and shipping label with RMA before shipping. We will not reimburse you the freight fee for further service other than standard shipment via FedEx or shipment via other courier company. 

DISCLAIMER: Merchandise that has been excessively worn, used, damaged or altered that are not suitable for resale will not be accepted for refund or exchange. Merchandise showing malicious physical damage caused by customers are not covered under this policy.

We reserve the right to reject your request of returns for credit after 30 days of the delivery date original ship date. 

When the Refund Product was purchased together with other Products that resulted in a bundle discount, the bundle discount will be immediately void upon refund. The discount amount of other Products will be revoked and deducted from the refund amount You ultimately receive. This policy applies to any kind of bundle discounts including but not limited to gift cards, free gifts, quantity purchase etc.

If you receive damaged or defective Product, We will replace it with the same or similar Product. If You would like to exchange it for other products, please contact us first.  All replacements will be initiated once We confirm receipt of the returned Product.  

All Refund Products should be shipped back to the address assigned with RMA Number clearly marked. Shipping fee must be prepaid. 

We will not accept the refund of any Tineco official refurbished products. If your refurbished product is wrong, damaged or defective at arrival, please contact us for further support.

In case that you request to return the Products purchased from store.tineco.com beyond 30 days from the delivery date, Tineco reserves the right to accept or reject your return request at its own discretion under applicable law. We may accept the return of Product and refund of part of purchase price after deduction of a reasonable charge for usage. 

 

WARRANTY

We warrant that the Products purchased hereunder shall be free from defects in material and workmanship upon the terms of its standard warranty statement in the product literature provided with your Product for a period of 24 months from the date of purchase unless otherwise specified under the [[https://us.tineco.com/support/process-a-warranty/]. We do not warrant Products not purchased from our official stores (Tineco Amazon Store, Tineco official store, Tineco Global on eBay) or Our Authorized Dealers (Walmart, Costco, Kohl’s, Best Buy, Sears, and Target, etc.). Full details of our warranty policy here: https://us.tineco.com/support/process-a-warranty/. Certified Refurbished Product has a warranty for a period of 6 months from the date of purchase. You can find the precise warranty period of your product on the literature inside the box or on the warranty files. You can also confirm the warranty period of your product with our customer service team. 

If your product turns out to have a defect during its warranty period, please contact us via the feedback form [https://us.tineco.com/support/process-a-warranty/] below and let us know what we can do to help you. It may save you time to first troubleshoot issues by going to our FAQ page [https://us.tineco.com/support/faqs/] or check the Instruction Manuals [https://us.tineco.com/support/instruction-manual/] before filing a warranty claim.

 

Requirement of Warranty Service

Proof of purchase (including purchase date and model) and Serial number would be required when you claim a warranty, as noted on the warranty page. We may provide you with spare parts and instructions to assist you to replace certain readily installable spare parts by yourself. In servicing your product, we may use new or refurbished spare parts or products that are as good in performance and reliability as new ones. 

We will retain the replaced part or exchanged product during the warranty on our possession as its property, and the replacement part or product will become your property. Replaced parts and products are generally repairable and are exchanged or repaired by Tineco for value. 

 

Exchange/Replacement

We will not accept replacement of products free of charge after 30 days of delivery unless it damaged or defective Product at arrival. In such case we will replace the defective product with the same or similar Product. If you would like to exchange it for other products, please contact us firstly. All replacements will be initiated once we confirm the receipt of the returned Product.

In case that you apply to exchange the Product for your own reason beyond 30 days after delivery date, please contact us [https://us.tineco.com/contact/] to submit a return request and place a new order. We will review if your request is in accordance with our policy and decide to approve or reject your return request. The return cost will be paid by yourself if your exchange request is approved.

Tineco will choose one of following options to provide you appropriate warranty service depending on the circumstances:

1. Spare parts Replacement Service 

We will provide you with instruction and spare parts for replacement by yourself to return replaced parts first and will ship to you a replacement part for your Tineco product. The replacement part will be accompanied by instructions on installation. 

If Tineco does not require the return of a replaced part, Tineco will ship to you a replacement part or product accompanied by instructions on installation directly and any requirements for the disposal of the replaced item. Tineco is not responsible for any labor costs relating to Parts Replacement Service.

2. Product Repair Service 

You can keep the original receipt and contact Us for a ‘Return Material Authorization Number’ (RMA Number). Your Product will NOT be received if You return to Us without the RMA or without our notice. Ensure You clearly attach the shipping label with RMA or take a note of the tracking number before shipping. For the product beyond the warranty period, you will be charged the shipment cost at the payment date of repair service.  

If you are not able to keep the original package or find a package with similar size, we can provide you reimbursement of actual costs for the package up to $25 with the original receipt. 

If you are not able to use the RMA to return, you must arrange for the shipping and packaging of your product to Tineco’s repair service location. We will provide reimbursement for up to $30 of actual expenses for such shipment and package. 

The extra postage and extra packaging fee as above mentioned would cost on your own and you may consider insuring your package in case of damage or loss during shipment. 

Once the repair service is complete, the Tineco repair service location will return the repaired product or provide a replacement product to you.

If, after a reasonable number of attempts, the defect has not been fixed, you may return the product for a replacement or a refund subject, in either case, we will deduct a reasonable charge for usage.

 

LIMITATIONS ON WARRANTY

Unless otherwise specified under the [https://us.tineco.com/support/process-a-warranty/], the warranties set forth above do not cover: (i) defects due to improper installation, maintenance, use or abuse of the Products; (ii) alterations, modifications or repairs to the Products not authorized or made by Us; or damage that may impact resale, refurbishment, restoration, or usability (iii) use of parts not manufactured or supplied by Us; and (iv) any operation of the Products in excess of the Product’s rating, specifications or intended use. THIS WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. WE SHALL, UNDER NO CIRCUMSTANCE, BE HELD LIABLE FOR ANY SPECIAL DIRECT, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING EXCLUSIONS OF IMPLIED WARRANTIES DO NOT APPLY TO THE EXTENT PROHIBITED BY APPLICABLE LAWS. 

 

FORCE MAJEURE

We shall not be liable for damages for any delay or nonperformance resulting from (a) delays in receipt of final specifications, information, or instructions from You, (b) changes in specifications or instructions, or (c) force majeure, including without limitation, acts of God, strikes, riots, labor disturbances, material shortages, nonperformance by subcontractors or suppliers, abnormal manufacturing conditions or costs, delays or failures of carriers or communications, fire, flood, storms, ice, snow, accident, war, explosion, accidents, epidemics, governmental orders or regulations or inability to secure any necessary governmental or other permits, court orders, or any other reason beyond the reasonable control of Us. 

 

LIMITATIONS ON ACTIONS

No claim or action against Us for breach of this Agreement or the transaction contemplated hereunder may be asserted or brought more than one year after the cause of action or claim accrues. 

 

LIMITATION OF LIABILITY

IN ALL CIRCUMSTANCES OUR MAXIMUM LIABILITY SHALL NOT EXCEED THE PURCHASE PRICE PAID FOR THE PRODUCT. 

 

GOVERNING LAW

This Agreement shall be governed and construed in accordance with the laws of the State of California, without regard to conflicts-of-laws or choice of law principles.  

 

CONTACT US

If You have any concerns relating to this Agreement, You may correspond with Us at the following address: 

1700 Westlake Ave N, 

Seattle, WA 98109

E-email: support@tineco.com

 

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