Tien Kim Logo
TIEN KIM

Return and Refund Policy

This Return and Refund Policy ("Policy") governs returns and refunds for products purchased from TIEN KIM Industrial Marketing Corporation. This Policy is issued in compliance with the Consumer Act of the Philippines (Republic Act No. 7394) and the Internet Transactions Act of 2023 (Republic Act No. 11967).

1. Return Window

You may request a return within 7 calendar days from the date of delivery if the item meets the eligibility criteria described below.

After the 7-day window, returns are no longer accepted under this Policy. However, you may still be covered under the manufacturer's warranty for defective products.

2. Return Eligibility Criteria

To be eligible for a return, the item must meet ALL of the following conditions:

Condition Requirements:

  • Item must be unused and in the same condition as received
  • Item must be complete with all original accessories, parts, and packaging
  • Original packaging must be intact and undamaged
  • All tags, labels, and protective seals must be intact
  • Item must not show signs of wear, damage, or modification

    • Proof of Purchase:

  • Order ID or receipt must be provided
  • Proof of delivery may be required

    • Non-Returnable Items:

    The following items are not eligible for return:

  • Cut consumables (discs, blades, bits, saw blades, grinding wheels) once the seal is broken
  • Opened electrical goods and batteries
  • Custom or special-order items
  • Items marked as "Final Sale" or "Non-Returnable"
  • Items damaged by misuse, abuse, or unauthorized modification
  • Items missing original packaging or accessories

    • 3. Return Process

    To initiate a return:

    Step 1: Request Return

  • Log in to your account and navigate to your order
  • Click "Request Return" for the eligible item
  • Provide reason for return and photos if applicable
  • Submit your return request

    • Step 2: Approval

  • Our team will review your return request within 24-48 hours
  • You will receive an email notification of approval or rejection
  • If approved, you will receive return shipping instructions

    • Step 3: Ship Item

  • Pack the item securely in original packaging
  • Include all accessories and documentation
  • Attach the return shipping label (if provided)
  • Ship the item to the address provided

    • Step 4: Inspection

  • Upon receipt, we will inspect the item for eligibility
  • Inspection typically takes 1-2 business days
  • You will be notified of inspection results

    • Step 5: Refund or Exchange

  • If approved, refund or exchange will be processed
  • Refunds are issued to the original payment method
  • Processing time depends on your payment provider

    • 4. Return Shipping Costs

    Customer Responsibility:

  • You are responsible for return shipping costs
  • Use a trackable shipping method to ensure safe delivery
  • We are not responsible for items lost in transit

    • Defective Items:

  • For defective-on-arrival items, we may provide a prepaid return label at our discretion
  • Photos or video evidence of the defect may be required

    • 5. Restocking Fee

    A restocking fee of 15% of the item's purchase price applies to all approved returns.

    The restocking fee covers:

  • Processing and handling costs
  • Inspection and quality verification
  • Restocking and inventory management

    • The restocking fee will be deducted from your refund amount.

    Exceptions:

  • No restocking fee for defective-on-arrival items (with valid proof)
  • No restocking fee for items shipped in error by us

    • 6. Refund Processing

    Refund Method:

  • Refunds are issued to the original payment method used for purchase
  • GCash refunds: Processed through PayMongo
  • Credit card refunds: Processed through PayMongo to your card
  • Processing time depends on your payment provider (typically 3-7 business days)

    • Refund Amount:

  • Refund = Item purchase price - Restocking fee (15%)
  • Shipping fees are non-refundable
  • Promotional discounts are not refunded

    • Refund Timeline:

  • After inspection approval: Refund initiated within 1-2 business days
  • Payment provider processing: 3-7 business days (varies by provider)
  • Total refund time: Up to 10 business days from approval

    • 7. Defective Items

    Defective-on-Arrival (DOA):

  • Items that are defective upon delivery are eligible for return with no restocking fee
  • Photos or video evidence of the defect is required
  • We may provide a prepaid return label at our discretion
  • You may choose replacement or full refund

    • Manufacturer Warranty:

  • After the 7-day return window, defective items are covered by manufacturer warranty
  • Standard warranty duration: 3 years for power tools
  • Warranty claims must be processed through the manufacturer (Makita, DeWalt, Stanley)
  • Contact us for warranty claim assistance

    • 8. Change of Mind Returns

    Returns due to change of mind are accepted if:

  • The item meets all eligibility criteria (unused, complete, original packaging)
  • The return is requested within 7 days of delivery
  • The 15% restocking fee applies
  • Customer pays return shipping costs

    • 9. Damaged in Transit

    If your order arrives damaged:

  • Take photos of the damaged item and packaging
  • Contact us within 24 hours of delivery
  • We will file a claim with the shipping carrier
  • Replacement or refund will be processed based on carrier claim outcome
  • Do not discard the damaged item or packaging until resolution

    • 10. Lost Packages

    If your package is lost in transit:

  • Contact us immediately when tracking shows no movement for 5+ days
  • We will file a tracer request with the shipping carrier
  • If the package is confirmed lost, we will issue a refund or replacement
  • Resolution time depends on carrier investigation (typically 7-14 days)

    • 11. Order Cancellations

    Before Shipping:

  • Orders may be cancelled before shipment (within 24 hours of order)
  • Full refund will be issued with no restocking fee
  • Contact us immediately to request cancellation

    • After Shipping:

  • Orders cannot be cancelled once shipped
  • You must wait for delivery and then initiate a return if eligible

    • Unpaid Orders:

  • Unpaid orders are automatically cancelled after 24 hours
  • No refund processing is required for unpaid orders

    • 12. Exchanges

    Exchanges are subject to the same eligibility criteria as returns:

  • Item must be unused, complete, and in original packaging
  • Exchange must be requested within 7 days of delivery
  • You are responsible for return shipping costs
  • If the exchange item costs more, you will pay the difference
  • If the exchange item costs less, you will receive a refund for the difference

    • 13. Consumer Rights

    This Policy does not limit your statutory rights as a consumer under Philippine law, including:

  • Right to goods of satisfactory quality
  • Right to goods as described
  • Right to fit for purpose
  • Right to redress for defective products

    • For disputes that cannot be resolved directly with us, you may seek assistance from:

  • Department of Trade and Industry (DTI)
  • Consumer Protection Group
  • Contact: DTI Hotline 1-800-10-DTI-2000

    • 14. Contact Information

    For return and refund inquiries, please contact us at:

    Email: tienkim.its@gmail.com, info@tienkim.com.ph

    Phone: +(63) 963-290-5303

    Address: Lot 1, Emilio Aguinaldo Highway, Anabu 1-D, City of Imus, Cavite, Imus, Philippines

    Business Hours: Monday – Saturday: 8:00 AM – 5:00 PM