Warranty & Repair

• Warranty claims are valid only for products purchased from authorized retailers within South Africa.
• Claims must be submitted by the original purchaser and include a valid Order ID, serial number, and proof of purchase.
• Warranty coverage is non-transferable and applies only to the original appliance and battery.

• Tineco appliances carry a 24-month limited warranty from the date of purchase.
• Motorized accessories and separately purchased batteries carry a 12-month warranty.

• All warranty or repair claims must be submitted via the official Ecovacs Pre-Approval Form.
• Claims submitted without this form or with incomplete information will be automatically rejected.
• Customers must provide detailed issue descriptions, product photos, and video proof where applicable.

Warranty will be voided if:

• The appliance has come into contact with animal feces, bodily fluids, mold, or other hazardous materials.
• The product has been tampered with, modified, or repaired by unauthorized parties.
• Non-Tineco parts or accessories have been used.
• The appliance has been used for commercial or rental purposes.
• The appliance shows signs of neglect, misuse, or improper maintenance.
• The customer fails to provide required documentation or visual proof.

To protect the health and safety of our technicians:

• All appliances must be thoroughly cleaned before collection or delivery.
• Products contaminated with hazardous materials will be rejected without inspection.
• Customers must upload photo evidence confirming the appliance is clean.
• Ecovacs reserves the right to refuse collection or return the item unassessed if hygiene standards are not met.
• Any costs incurred due to failed collection or rejected returns will be borne by the customer.

• In-Warranty Products: Tineco will arrange free collection, assessment, and repair.
• Out-of-Warranty Products:

1. Customers will receive an email with a secure payment link for the collection fee.
2. The collection fee must be paid before the collection process begins.
3. After assessment, a separate repair quote will be issued.
4. Repairs will only proceed once the customer provides written approval and payment for the quoted amount.

• Ecovacs operates a maximum 21-business-day turnaround from the date the appliance is received to the date it is dispatched back to the customer.
• This timeframe includes assessment, quoting, repair, and return shipping.

Customers must:

• Provide accurate and complete information in the pre-approval form.
• Upload clear photos of the product, serial number, and issue.
• Upload video proof demonstrating the issue (if applicable).
• Confirm the appliance is clean and safe for technician handling.
• Agree to the Terms & Conditions and hygiene policy before submitting the claim.

• Customers will receive email updates throughout the claim process.
• If the claim is approved:

1. An email will be sent containing a secure payment link for the collection fee.
2. Once payment is confirmed, the collection process will commence.

• If the product is out of warranty and requires repair:

1. A separate quote will be issued after assessment.
2. Repairs will only begin once the quote is approved and payment is received.

Claims may be rejected if:

• The product is contaminated or poses a health risk.
• Required documentation or proof is missing or invalid.
• The product is outside the warranty period and the customer declines to pay the collection fee.
• The issue falls outside the scope of warranty coverage.