Damages Policy

Damages Policy - Tiixo

Last Updated: 7/6/26

At Tiixo, we want every customer to receive products in perfect condition.
While rare, shipping damage or manufacturing defects can occur. This policy outlines what to do if your item arrives damaged and how we handle replacements or resolutions. It applies to all orders delivered in the United States, Canada, the United Kingdom, and Germany.

If Your Item Arrives Damaged

If you receive a product that is damaged, defective, or broken on arrival, please contact our support team within 7 days of delivery.

To help us resolve your case quickly, include:

Your order number
Clear photos or video showing the damage/defect
Photo of outer packaging, if damaged
A short description of the issue

Once verified, we will offer a replacement, store credit, or appropriate resolution depending on the situation.

Email: Support@tiixo.com

Replacements & Solutions

After the damage claim is approved, we will:

✔ Replace the item at no cost
or
✔ Offer store credit or partial refund (case-by-case)

Replacements are shipped the same way as original orders, at no cost to you - including for Canadian, United Kingdom and German orders.

We may not require you to return the damaged item unless requested by our team.

Conditions for Damage Claims

A damage claim may be declined if:

More than 7 days have passed since delivery without reporting the issue
The product was used, altered, or damaged after delivery
Insufficient proof of damage is provided
Damage is cosmetic and does not affect product function (minor scuffs, packaging dents etc.)

We always try to act fairly, but we must review cases to protect against misuse.

Damages Caused After Delivery

Tiixo is not responsible for damage caused by:

Improper use or handling by the customer
Accidents, drops, or wear over time
Exposure to water or elements when not intended
Unauthorized repair attempts or modifications

Damage occurring after delivery does not qualify for free replacement.

Damages During Shipping

If the item was damaged in transit, we will file a claim or handle replacement for you.
You must contact us within 7 days so we can submit documentation to the carrier.

Risk of loss remains with us until your order is delivered to you. If your parcel is lost or damaged in transit before delivery, that is our responsibility, not yours.

Packaging Damage vs Product Damage

Box/package damaged but item is fine: Not eligible for replacement.
Product itself damaged: Eligible with proof.

Missing or Incorrect Items

If items are missing or incorrect, notify us within 7 days with:

Order number
Photos of received products
Description of what's missing

We will correct the order promptly.

EU & German Orders

For orders delivered in Germany, the 2-year statutory guarantee of conformity under EU law applies alongside this policy. Nothing here limits or replaces those statutory rights, and you can still rely on them even if a timeframe in this policy has passed.

Damages & Refund Eligibility

Damage claims fall under our Refund & Return Policy.
Refunds are processed only after claim review and approval.