Return & Refund Policy

1. Introduction

This Return & Refund Policy applies to all purchases made on our website, Tineco NZ. By using our services, you agree to comply with our Terms & Conditions, including this policy. We are committed to ensuring customer satisfaction while adhering to New Zealand Consumer Law.

2. Change of Mind

Tineco NZ does not offer refunds or replacements for change-of-mind purchases. However, in certain cases and at our sole discretion, we may approve a return request, subject to a 10% restocking fee. If a return is accepted, the customer will be responsible for the return shipping costs, which must be arranged via Aramex New Zealand with a tracking number.

To be eligible for a change-of-mind return, the following conditions must be met:
• The request is made within 30 days of purchase.
• Proof of purchase is provided upon request.
• The product is unused, unopened, and in its original packaging with all tags and seals intact.

Please note that consumer guarantees do not apply if you change your mind, find the item cheaper elsewhere, or decide you no longer need the product. If you have any questions about a product before purchasing, feel free to contact our customer service team.

3. Faulty or Defective Products

If you receive an item that is faulty, incorrect, or not as described, Tineco NZ will fulfill its legal obligations under New Zealand Consumer Law. You may be eligible for a refund or replacement if you notify us within 30 days of purchase.

To process a return for a faulty or defective product, please:
• Contact our customer service team at support@tinecoclean.co.nz.
• Provide clear photos of the issue for assessment.
• If required, return the item via Aramex New Zealand at our expense.

If the defect is confirmed, you will have the option to receive a replacement or a full refund. In some cases, we may instruct you to dispose of the faulty item and provide further guidance. If the item is no longer in stock, we may not be able to offer a replacement.

4. Refund Process

If you are eligible for a refund, it will be processed using the same payment method used for the original purchase. Refunds for credit or debit card payments will be credited back to the same card. Please note that refund processing times may vary between 15 to 30 business days, depending on your payment provider.

5. Consumer Guarantees

This policy does not override or limit any rights you may have under New Zealand Consumer Law. If an item has a major failure, you are entitled to a refund, exchange, or repair, along with compensation for any foreseeable loss. However, if an item is damaged due to misuse, Tineco NZ is not obliged to provide a refund or replacement.

6. Policy Amendments

Tineco NZ reserves the right to update this policy at any time without prior notice. Any purchases made after an amendment will be subject to the revised policy. We encourage customers to review our policies before making a purchase.

7. Contact Us

If you have any questions about returns, refunds, or our policy, please contact our customer service team at support@tinecoclean.co.nz. We are happy to assist with any concerns regarding your purchase.