At Tineco South Africa, our customers come first.

If a customer experiences a technical issue, our customer service team will first engage with the customer over the phone or via written communication to try to see if the issue can be self-solved by the customer.

If the Tineco appliance is still within its 24-month warranty period:
If our customer service team come to an initial conclusion that there might be a technical fault requiring part replacements or if the customer is unable to self-solve the issue, we will arrange the collection of the Tineco appliance for us to assess it in detail and we will absorb the courier’s collection and return delivery costs as a show of support and service to the customer.

Once it arrives at our premises, our technicians will perform diagnostic tests and cleaning run tests to determine where the issue may be.

If our technicians determine that there is a fault with the vacuum, our technicians will repair it without any charge to the customer.
When collecting and returning a customer’s Tineco appliance, we will issue a tracking link/number for the customer to monitor the progress of the collection and delivery.

If the Tineco appliance is out of warranty:
If our customer service team come to an initial conclusion that there might be a technical fault requiring part replacements or if the customer is unable to self-solve the issue, the customer will be required to arrange with their preferred courier the collection and delivery of the Deebot to our premises, and do so at the customer’s cost.

If our technicians deduce that the Deebot requires a repair, we will first issue a quote to the customer and will wait for the customer’s written approval and payment before proceeding with the repair.

Please note that we have a maximum 21-day turnaround time policy from the day we receive your Tineco appliance, to the day it is dispatched from our premises.

During this time we will update you twice a week on the progress of the repair.

Voided Condition for Assessment & Repair Policy is:
– The Tineco appliance has run into dog/cat faeces – due to being a health hazard for our technicians to work on.

Please fill in the form below to begin the process.

Should you have any questions, please do not hesitate to contact us, we are always here to assist.