Refund policy

Return & Exchange Policy

To start a return or exchange, contact us at info@tiano.us with your order number, reason for return, and photos of the item. We will guide you through the process step by step. All returns are subject to evaluation.

Important Notes on Returns

For safety and hygiene reasons, we do not offer free returns or exchanges for reasons unrelated to product quality. Non-quality-related returns are subject to a return fee covering return shipping and a restocking fee, depending on the item's condition:

Order / Item Status Restocking Fee Rate Return Shipping Fee
Canceled in transit 10% of total original order value Determined by logistics provider & distance
Unopened (fully intact, undamaged original packaging & accessories) 20% of total original order value Determined by logistics provider & distance
Opened / Used (contents undamaged) 30% of total original order value Determined by logistics provider & distance

Order Cancellation Policy

  • Cancellations are only accepted for orders that have not yet shipped.

  • Personal-reason cancellations incur a 5% processing fee of the total original order value.

  • If the order has already shipped, it must follow our standard return process.

Defective Products Policy

Every item undergoes thorough inspection before shipping. If you receive a damaged or defective product, do not use it and take clear photos immediately. Send the photos to our customer service team, and we will promptly arrange a replacement. We may ask you to return the damaged item to help us prevent future issues.

Requirements for Returns & Exchanges

To qualify for a return or exchange, ensure your items meet the following conditions:

  • Items must be in original condition without wear, washing, or alteration, with all labels and original packaging intact.

  • All components must be included in a single package.

  • Returns must originate from the same country or region where the order was originally delivered.

  • Customized items and items showing clear signs of misuse or wear cannot be returned.

Non-Acceptable Return Conditions

We cannot accept returns for:

  • Products not purchased directly from our website.

  • Missing original accessories, manuals, cables, or packaging components.

  • Products with physical damage, user misuse, or stains (scratches, food, oil, etc.).

  • Requests made more than 60 days from the purchase date.

The Return Process

  • Step 1: Email  info@tiano.us with your order number, proof of purchase, and photos/videos of the item.

  • Step 2: Our team will review your request within 48 hours and provide the return address if approved.

  • Step 3: Place the receipt and items securely inside the original packaging.

  • Step 4: Arrange and hand over the package to a courier of your choice.

  • Step 5: Email the tracking number back to info@tiano.us.

Refund Details

  • Refunds are issued to the original payment method. Original shipping costs are non-refundable.

  • Please allow 7–14 business days after our facility receives your package for processing.

  • If items fail to meet return conditions, they will be shipped back at your expense.

Customer Support

  • Email: info@tiano.us

  • Response Time: Within 24 hours

  • Chat Hours: Monday – Friday, 8:00 AM – 6:00 PM EST