Refund policy

30-Day Easy Returns

At www.tiixo.com, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a simple and straightforward return process.

Return Policy Overview

Return window:
You have 30 days from the date you receive your order to request a return.

Condition:
Items must be unused, in their original condition, and returned in the original packaging with all accessories, tags, and included materials.

Easy returns:
Our support team will guide you through the return process to make it as smooth as possible.

Territorial scope:
This return and refund policy applies to purchases made in every country we ship to: the United States, Canada, the United Kingdom, and Germany. Wherever you are, this policy is offered in addition to your statutory rights and never in place of them.

Damaged, Defective, or Incorrect Items

Free replacement: If your item arrives damaged, defective, or incorrect, we will send you a new replacement at no cost to you. Simply contact our support team with your order number and a photo of the issue. This applies to orders in the United States, Canada, the United Kingdom, and Germany: items that arrive faulty or not as described are always handled at no cost to you.

Full cash refund: If you would prefer a full cash refund instead of a replacement, you may return the item and we will cover the return shipping cost. You never pay return postage for an item that is damaged, defective, or incorrect. Once we receive and inspect the item, your refund will be issued in full.

Return Costs

Customer remorse (change of mind): If you ordered the wrong item, the size does not fit, or you no longer want the product, you are responsible for the return shipping cost. Shipping charges are non-refundable. Change-of-mind returns from Canada, the United Kingdom, and Germany follow this same standard policy, with return shipping to the return address we provide paid by the customer.

Faulty or incorrect items: We pay the return shipping cost whenever the item is damaged, defective, or not as described. This is never charged to you.

Import taxes and duties: For orders delivered to Germany, EU VAT and import duties are calculated and collected at checkout, so they form part of the amount you paid us and are refunded together with your order. For orders delivered to Canada and the United Kingdom, taxes and duties are not collected at checkout; any import VAT, GST/HST/PST, duties, or carrier handling fees billed to you on delivery are paid to the carrier or customs authority rather than to us, so we are not able to refund them. Your local customs authority can advise whether those charges can be reclaimed once goods are returned.

Restocking fee: Tiixo does not charge any restocking fees.

Your Rights as a Canadian Consumer

If you are a consumer in Canada, provincial consumer protection laws (for example, the Ontario Consumer Protection Act and the Quebec Consumer Protection Act) may give you additional statutory rights and warranties. Nothing in this policy limits or excludes those rights. Items that are faulty or not as described are handled at no cost to you.

Your Rights as a Consumer in Germany and the European Union

14-day right of withdrawal:
If you are a consumer in Germany or elsewhere in the European Union, you have a statutory right to withdraw from your purchase within 14 days, without giving any reason. The withdrawal period ends 14 days from the day on which you, or a third party you name who is not the carrier, take physical possession of the goods. To exercise it, send us a clear statement of your decision to withdraw by email to Support@tiixo.com before the period expires. You must then send the goods back to us within 14 days of telling us. We will reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we receive the goods back or you provide proof that you have sent them.

Our 30-day return is in addition:
Our voluntary 30-day return window runs alongside your statutory right of withdrawal and extends it. It does not replace, limit, or shorten that right in any way.

Two-year statutory guarantee:
Goods sold to consumers in Germany and the EU come with a statutory guarantee of conformity of two years from delivery. If an item is faulty or not as described within that period, you are entitled to have it brought into conformity at no cost to you, and we will arrange a replacement, repair, or refund as the law provides.

Return postage:
Where you withdraw or return simply because you changed your mind, you bear the direct cost of returning the goods. Where the goods are faulty, damaged, or not as described, we bear that cost.

Your Rights as a Consumer in the United Kingdom

If you are a consumer in the United Kingdom, you have statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These include a right to cancel your order within 14 days of receiving the goods, without giving a reason, and rights where goods are faulty, not as described, or not of satisfactory quality. Our 30-day return window is offered in addition to these rights and does not limit or exclude them. Change-of-mind return postage is paid by you; return postage for faulty, damaged, or incorrect items is paid by us.

How to Return an Item

1. Contact us
   Email our support team at Email: Support@tiixo.com with your order number and the reason for the return.

2. Pack your item
   Securely package the item in its original packaging, including all accessories, tags, and included materials.

3. Send it back
   Follow the return instructions provided in the return authorization email and ship the package to the return address we provide.

Refund Process

Inspection:
Once we receive your return, it will be inspected to ensure it meets our return requirements.

Refund timing:
If approved, your refund will be processed within 7 business days. It may take an additional 7 business days for the funds to appear on your original payment method, depending on your bank or payment provider. Where a statutory refund deadline applies to you, such as the 14-day deadline for consumers in Germany and the EU, we will meet that deadline.

Exchanges

If you would like to exchange your item for a different size, color, or product, please contact us at Email: Support@tiixo.com and our team will assist you.

Non-Returnable Items

Some items may not be eligible for return due to hygiene, safety, or product type. These items will be clearly marked as non-returnable on the product page. Statutory exceptions to the right of withdrawal for consumers in Germany, the EU, and the United Kingdom apply in the same way.

Questions

If you have any questions about returns, refunds, or exchanges, please visit our Frequently Asked Questions page or contact us at:

Contact us

Customer support:

9:00 am to 5:00 pm EST (Monday - Sunday)

Email: Support@tiixo.com

Phone: +18134199851

Company name: Water To Roof LLC (dba Tiixo)

Address: 12933 Tribute Drive, Riverview, FL, 33578, United States

We will answer the phone, and reply to emails within 12 hours during working/business days.