Exchange Policy

Exchange Policy for Customized Products

This Tianyan Customized Product Exchange Policy (“Policy”) applies exclusively to custom-built products manufactured by Tianyan Computer Electronics Co., Ltd. (“Tianyan”) for clients placing custom orders. It does not apply to standard, non-customized products.

By placing a custom order and using Tianyan's services, you agree to this Policy. If you do not agree with any part of it, please refrain from placing a custom order.

I. Exchange Eligibility

You may request an exchange within 14 calendar days from the date of receipt if any of the following apply:

  • The product was damaged during transit, and you can provide valid shipping company documentation proving the damage.

  • Tianyan delivered a product that differs from your confirmed customization order (e.g., wrong model, specifications, branding).

  • There is a manufacturing defect or a performance issue not caused by human error.

⚠️ As these are customized products, exchanges will not be accepted for reasons related to personal preferences (e.g., design layout, color, key arrangement).

II. Conditions for Exchange Rejection

Your exchange request may be denied in the following cases:

  • The request is submitted more than 14 calendar days after the delivery date.

  • Valid proof of purchase (e.g., order confirmation, invoice) cannot be provided, or documents appear altered.

  • The product is damaged due to misuse, improper installation, unauthorized modifications, or external conditions such as water, fire, or impact.

  • The product is incomplete or physically altered, including damaged appearance or missing parts.

  • Serial numbers, labels, or customization codes have been removed or tampered with.

  • Technical inspection confirms no manufacturing defects exist.

  • The product was used for resale or redistribution, contrary to its intended custom use.

III. Exchange Shipping Responsibility

  • If the issue is determined to be Tianyan’s responsibility (e.g., production mistake or verified shipping damage), we will cover the return and reshipping costs.

  • If the issue arises from the customer’s side (e.g., incorrect order information, unauthorized handling), the customer must cover all shipping costs.

IV. Exchange Procedure

  1. Contact Tianyan Customer Service within 14 days of delivery at Sales07@tyjtw.com, and include:

    • Order number and confirmed customization details

    • Product serial number

    • Description of the issue and relevant photos

    • Shipping damage documentation, if applicable

  2. Once approved, Tianyan will provide:

    • Return instructions and prepaid shipping label (if applicable)

    • Estimated lead time for the replacement

  3. Carefully repackage the product along with all accessories, including any power adapters, cables, or docks.

  4. Once we receive and inspect the returned product, and confirm eligibility, we will promptly send a replacement unit.

V CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at Sales07@tyjtw.com

For disputes or questions regarding intellectual property issues, please contact at Sales07@tyjtw.com