Refund policy

Tiiny AI Refund and Warranty Policy


Welcome to Tiiny AI. This policy applies to all users who purchase Tiiny AI Pocket devices through the official Tiiny website and official crowdfunding campaigns (such as Kickstarter). To protect your rights, please read the following carefully.


Part I: General Terms


1. Scope of Application

This policy consists of two core sections:

  • Part II: Crowdfunding Exclusive Refund Policy — Applies only to Kickstarter crowdfunding orders that have not yet been shipped.
  • Part III: After-Sales & Warranty Policy — Applies to all Tiiny AI Pocket devices purchased through all channels and already delivered.


Part II: Crowdfunding Exclusive Refund Policy (Pre-delivery)


This section applies only to Kickstarter crowdfunding orders that have not yet been shipped.

2. General Principles

2.1 Kickstarter crowdfunding is a pre-sale/project support mechanism. Funds are directly used for product R&D, tooling, component procurement, manufacturing, logistics, and compliance costs.

2.2 A successful payment constitutes an effective project support contract; refunds are not granted except under special circumstances.

2.3 Refund processing will be strictly executed according to the project phase, determined by the factory's actual material input/production progress.

2.4 All refund requests must be submitted in writing and approved before processing; verbal/emotional requests are not accepted.

3. Eligible Refund Scenarios

Refunds may only be requested under the following circumstances:

3.1 Major Project Liability

3.1.1 The project experiences severe delays (more than 4 months beyond the estimated delivery time), core features cannot be delivered, or major commitments are significantly altered without remedy.

3.1.2 Errors in order information or configuration caused by the Tiiny AI team that cannot be corrected.

3.2 User Force Majeure

3.2.1 Sudden severe illness, accidents, major family changes, or other circumstances that prevent continued support (relevant proof required).

3.3 Special Coordinated Cases

3.3.1 Extreme special cases reviewed individually by the Tiiny AI team.

4. Refund Rules by Project Phase

(Note: The information collection period has ended. The rules for current and subsequent phases are as follows.)

4.1 Phase A: Production Preparation & Manufacturing Period

4.1.1 Status: Covers the period from BOM procurement, tooling, and mass production preparation through to completion of manufacturing and packaging, up until the order is handed over to the logistics carrier.

4.1.2 Rules: Only project liability and force majeure refunds are accepted. No refunds for personal reasons; order transfer assistance is available.

4.1.3 Note: The final determination of phase classification and factory progress evidence is at Tiiny AI's sole discretion.

4.2 Phase B: Shipped Period

4.2.1 Status: The order has been assigned a tracking number or handed over to the logistics carrier.

4.2.2 Rules: No refunds are accepted for any reason except major product quality or safety issues. Quality issues will be handled according to the after-sales process (repair/replacement/return and refund; see Part III).

5. Common Non-Refundable Scenarios

The following circumstances are not eligible for refunds:

5.1 Personal reasons: changed mind, insufficient budget, purchasing mistake, or lack of patience.

5.2 Expectations of appearance, function, or experience do not match reality (non-quality issues).

5.3 Incorrect address, delayed customs clearance, or failure to sign for delivery leading to abandonment or return.

5.4 Requesting a refund without cause after production or shipping has commenced.

5.5 Malicious complaints, public opinion threats, or irrational persistent disputes.

5.6 The user refuses to pay or fails to complete the payment of consumption tax, VAT, or other applicable taxes required for customs clearance in the destination country, resulting in the inability to clear customs or complete delivery.

6. Special Notice on Customs Duties and Taxes

6.1 Crowdfunding Orders: The Tiiny AI crowdfunding amount includes customs duties, but does not include consumption tax, VAT, or other related taxes in the destination country. The latter costs are the sole responsibility of the purchaser, as clearly stated multiple times in the crowdfunding rules.

6.2 Handling Principle: If a crowdfunding order cannot be delivered due to the user's failure to pay applicable taxes or lack of cooperation with customs clearance, refunds will generally not be granted. We can assist in transferring the order to another buyer. Tiiny is only responsible for modifying the shipping address and recipient information; transfer negotiation and related matters are handled by the user.

7. Refund Application Process and Timeline

7.1 Contact: Send an email to support@tiiny.ai with the subject format: Tiiny AI Refund Request - [Order Number] - [Name]

7.2 Information Required:

7.2.1 Kickstarter registered email, order number, and pledge tier.

7.2.2 Reason for refund and relevant proof, if any.

7.3 Review Timeline: The team will conduct an initial review within 3 business days and provide a final result within 7 business days.

7.4 Refund Routing: Upon approval, funds will be returned via the original payment method. Arrival time depends on the payment channel, typically 3–10 business days.

7.5 Eligibility Expiration: Once the refund is complete, the order eligibility is automatically voided, and the user will no longer receive product delivery or subsequent services.

8. Other Notes

8.1 Platform Fees: Platform fees (Kickstarter commission + payment processing fees) are borne by the project team. Backers will receive a full refund of their actual payment.

8.2 Order Transfer: Order transfers must be mutually agreed upon by both parties. The original holder must initiate the request, and we will assist in modifying the address or information after verification.

8.3 Right of Interpretation: This policy will be publicly updated in sync with project progress. Tiiny AI reserves the right of interpretation within a reasonable scope.

8.4 Appreciation: We cherish every backer and will advance delivery with maximum transparency. We also kindly ask for your understanding of the unique nature of crowdfunding projects.


Part III: After-Sales & Warranty Policy (Post-delivery)


This section applies to all Tiiny AI Pocket devices purchased through all channels (official website and crowdfunding) and already delivered.

9. Return Policy

Tiiny devices do not support returns without cause. Due to the nature of advanced computing hardware and limited production batches, we are unable to accept returns or refunds for non-quality related reasons once the product has been delivered. If your device has a verified manufacturing defect, we will assist you under the warranty policy below (repair/replacement/return and refund).

10. Limited Warranty

10.1 Tiiny provides a 1-year limited hardware warranty to the original purchaser (effective from the date of receipt), requiring valid proof of purchase.

10.2 During the warranty period, Tiiny will provide free repair or replacement for hardware failures caused by manufacturing defects under normal use. If repair is not possible, the device may be replaced with a new one. The warranty period for the replacement device is the remaining term of the original warranty, or 30 days from the delivery of the replacement, whichever is longer.

11. What This Warranty Covers and Does Not Cover

11.1 Covers:

11.1.1 Hardware defects in materials or workmanship.

11.1.2 Failures of internal components under normal usage.

11.1.3 Manufacturing faults that prevent the device from functioning properly.

11.2 Does Not Cover:

11.2.1 Improper use or installation.

11.2.2 Physical damage: drops, liquid exposure, or impact.

11.2.3 Unauthorized repair or modification, manual disassembly, or removed/altered serial numbers.

11.2.4 Incorrect power supply or electrical issues.

11.2.5 Natural disasters: fire, flooding, lightning, etc.

11.2.6 Cosmetic damage (scratches, dents) and normal wear and tear.

12. Software & Data Disclaimer

Tiiny AI Pocket may run user-installed models, agents, and applications. Tiiny is not responsible for the loss of user data, locally stored models, or user configurations and files. Users are encouraged to regularly back up important data.

13. Warranty Claim Process

13.1 Contact: Send an email to support@tiiny.ai with the subject format: Tiiny AI Warranty Request - [Order Number] - [Name]

13.2 Information Required:

13.2.1 Purchase email/order number and device serial number.

13.2.2 Description of the issue and photo/video proof.

13.3 Our support team will assist with troubleshooting and provide further instructions upon receiving the email.

14. Shipping Damage and Warranty Shipping Costs

14.1 Shipping Damage: If your Tiiny arrives damaged during shipping, please contact us within 7 days of delivery with photos of the packaging and product. We will help arrange a replacement.

14.2 Shipping Costs: If a device is confirmed to have a manufacturing defect or arrives damaged, Tiiny will cover all round-trip shipping costs required for repair or replacement. Users must provide clear photos or videos of the issue first.

14.3 Warranty Import Fees: For warranty repairs or replacement shipments, Tiiny will cover reasonable and standard customs duties or import fees, provided the user cooperates in supplying necessary clearance documents.

15. Paid Repairs After Warranty

After the 1-year warranty period, Tiiny will continue to provide official paid repair services when possible. Fees may include replacement parts, labor costs, and shipping fees. We will provide a quotation before proceeding.


Tiiny reserves the right to update or modify this policy at any time. The latest version will always be published on our official website.