Tien Kim Logo
TIEN KIM

Warranty Policy

This Warranty Policy ("Policy") describes the warranty coverage for products sold by TIEN KIM Industrial Marketing Corporation. This Policy is issued in compliance with DTI Administrative Order No. 2, Series of 2007, and the Consumer Act of the Philippines (Republic Act No. 7394).

1. Business Information

Seller: TIEN KIM Industrial Marketing Corporation

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

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

Contact Phone: +(63) 963-290-5303

2. Standard Warranty Duration

Power Tools: 3 years from date of purchase

  • Applies to cordless drills, impact drivers, saws, grinders, and similar power tools
  • Covers motor, gearbox, and internal mechanical components

    • Hand Tools: 1 year from date of purchase

  • Applies to wrenches, pliers, hammers, screwdrivers, and similar hand tools
  • Covers manufacturing defects and material failures

    • Accessories: 6 months from date of purchase

  • Applies to batteries, chargers, blades, bits, and consumables
  • Covers manufacturing defects only

    • Brand-Specific Warranties:

  • Makita: Follows Makita Philippines warranty terms (typically 1-3 years depending on product)
  • DeWalt: Follows DeWalt Philippines warranty terms (typically 1-3 years depending on product)
  • Stanley: Follows Stanley Philippines warranty terms (typically lifetime for hand tools)

    • When brand warranty terms exceed our standard warranty, the longer brand warranty applies.

    3. Warranty Coverage

    What is Covered:

  • Manufacturing defects
  • Material defects
  • Workmanship defects
  • Component failures under normal use
  • Motor and gearbox failures (power tools)
  • Internal mechanical failures

    • What is NOT Covered:

  • Normal wear and tear
  • Damage from misuse, abuse, or negligence
  • Damage from improper maintenance
  • Damage from unauthorized modifications
  • Damage from using incorrect accessories or attachments
  • Damage from commercial or industrial use beyond intended capacity
  • Consumable items (blades, bits, discs, batteries)
  • Cosmetic damage (scratches, dents, paint wear)
  • Damage from accidents, drops, or impacts
  • Damage from water, corrosion, or environmental exposure
  • Damage from power surges or electrical issues
  • Products used for purposes other than intended

    • 4. Warranty Claim Process

    Step 1: Gather Required Information

  • Proof of purchase (order ID or receipt)
  • Product model and serial number (if applicable)
  • Date of purchase
  • Description of the defect or issue
  • Photos or video evidence of the defect

    • Step 2: Contact Us

  • Email: tienkim.its@gmail.com or info@tienkim.com.ph
  • Phone: +(63) 963-290-5303
  • Business Hours: Monday – Saturday: 8:00 AM – 5:00 PM
  • Provide your order ID and defect description

    • Step 3: Inspection

  • We will review your warranty claim within 24-48 hours
  • You may be asked to provide additional photos or videos
  • For certain claims, physical inspection may be required
  • If inspection is required, we will arrange pickup or drop-off

    • Step 4: Resolution

  • If approved, we will offer repair, replacement, or refund
  • Resolution option depends on defect type and product availability
  • Repair or replacement typically takes 7-14 business days
  • Refunds processed to original payment method

    • 5. Proof of Purchase Requirements

    Valid proof of purchase is required for all warranty claims:

  • Order ID from our website
  • Purchase receipt or invoice
  • Proof of payment
  • Date of purchase must be within warranty period

    • Warranty is non-transferable and applies only to the original purchaser.

    6. Repair vs. Replacement vs. Refund

    Repair:

  • Offered for defects that can be repaired
  • Performed by authorized service centers
  • Free of charge under warranty
  • Turnaround time: 7-14 business days

    • Replacement:

  • Offered when repair is not feasible or cost-effective
  • Replacement with same or equivalent model
  • If same model unavailable, equivalent model will be provided
  • No additional cost to customer

    • Refund:

  • Offered when repair or replacement is not possible
  • Refund amount = Original purchase price
  • Refund processed to original payment method
  • Processing time depends on payment provider

    • Resolution option is at our discretion based on defect type, product availability, and cost considerations.

    7. Manufacturer Warranty vs. Seller Warranty

    Seller Warranty (TIEN KIM):

  • Covers manufacturing defects for the first period
  • Claims processed through us directly
  • Faster resolution process
  • Standard duration: 3 years for power tools

    • Manufacturer Warranty (Makita, DeWalt, Stanley):

  • May provide longer coverage for certain products
  • Claims may need to be processed through manufacturer's authorized service centers
  • We assist with manufacturer warranty claims
  • Brand-specific terms apply

    • For products with manufacturer warranties that exceed our standard warranty, we will help you process claims with the manufacturer.

    8. Warranty Exclusions

    Warranty is void if:

  • Product is used beyond its intended purpose
  • Product is modified or altered by unauthorized personnel
  • Product is damaged due to misuse or abuse
  • Product is damaged due to improper maintenance
  • Product is used with non-compatible accessories
  • Product serial number is removed or defaced
  • Proof of purchase cannot be provided
  • Warranty period has expired

    • 9. Warranty Transferability

    Warranty is non-transferable and applies only to the original purchaser who bought the product from TIEN KIM Industrial Marketing Corporation.

    Products purchased from unauthorized resellers or third-party sellers are not covered by our warranty.

    10. Extended Warranty

    We do not currently offer extended warranty options. Manufacturer extended warranties may be available directly from the brand.

    11. Warranty Claim Timeline

    Claim Submission:

  • Submit claim with required information
  • Response within 24-48 hours

    • Additional Information Request:

  • If more information needed, we will contact you
  • Provide requested information within 5 business days

    • Inspection (if required):

  • Arrange pickup or drop-off
  • Inspection: 1-2 business days

    • Resolution:

  • Approval notification: 1-2 business days after inspection
  • Repair/Replacement: 7-14 business days
  • Refund: 3-7 business days (payment provider dependent)

    • 12. Out-of-Warranty Repairs

    Products outside warranty period may still be eligible for paid repair services:

  • Contact us for repair quote
  • Repair costs include parts and labor
  • Payment required before repair work begins
  • Repair turnaround time: 7-14 business days

    • 13. Battery Warranty

    Batteries have a separate warranty period of 6 months from date of purchase.

    Battery Warranty Covers:

  • Manufacturing defects
  • Capacity failure (not holding charge)
  • Internal cell failure

    • Battery Warranty Does NOT Cover:

  • Normal capacity degradation over time
  • Damage from overcharging or improper charging
  • Physical damage (drops, impacts)
  • Water damage
  • Use with non-compatible chargers

    • 14. 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 warranty disputes, you may seek assistance from:

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

    • 15. Contact Information

    For warranty claims and 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