Refund policy
Last updated: July 6, 2026
This Returns and Refunds Policy applies to purchases made through the TIKA website and related checkout pages operated by TIKA HONGKONG LIMITED (“TIKA,” “we,” “us,” or “our”). TIKA is a vehicle digital key and connected-car service fulfilled through offline installation at an authorized service point. We do not ship a standalone physical product to customers, and customers do not install the product themselves.
1. How TIKA orders are fulfilled
After placing an order, the customer receives a redemption code. The customer presents this redemption code at the selected authorized TIKA service point at the scheduled appointment time for installation and activation.
The installation appointment and service point are selected before checkout. Standard installation fees are included in the order price unless otherwise stated at checkout.
2. Refunds before installation
Before the redemption code is used and before installation is completed, customers may request a refund for any reason.
To request a refund before installation, please contact us at support@tikakey.com and provide your order number, redemption code, appointment details, and the email or phone number used for the order.
Once the refund is approved, the refund will be returned to the original payment method used for the order. Customers will generally receive the refund within 1–3 days after approval. The exact timing may vary depending on the payment provider, bank, card issuer, or checkout provider.
If the customer no longer wishes to proceed with the scheduled installation, the customer should contact us before the appointment time where possible so that the redemption code and appointment can be cancelled promptly.
3. No refunds after installation except for confirmed product quality issues
Once the redemption code has been used and installation has been completed, the order is considered fulfilled. After installation, we do not provide refunds for change of mind, personal preference, incorrect purchase decisions, vehicle sale or transfer, failure to continue using the vehicle, or other reasons unrelated to product quality.
This policy does not limit any mandatory rights a customer may have under applicable consumer protection laws where a product or service is defective, not supplied as represented, or otherwise required to be remedied by law.
4. Product quality issues after installation
If a customer experiences a suspected TIKA product quality issue after installation, we will arrange for the customer to visit an authorized TIKA service point for inspection and diagnosis. Depending on the inspection result, we may provide repair, re-installation, replacement, or other appropriate service support.
Inspection, repair, re-installation, and replacement for eligible TIKA product quality issues are provided free of charge during the customer’s active subscription period.
As long as the customer keeps the relevant subscription active, TIKA will continue to provide free warranty support for eligible TIKA product quality issues during the subscription period.
5. Full refund for confirmed product quality issues
If a customer does not wish to proceed with repair, re-installation, or replacement because of a suspected product quality issue, the customer must first bring the vehicle to an authorized TIKA service point for inspection.
If the authorized service point confirms that the issue is caused by a TIKA product quality issue, we may approve a full refund. If a full refund is approved for a confirmed product quality issue, the refund will be returned to the original payment method used for the order, and TIKA will remove the installed product from the vehicle free of charge.
A refund will not be approved where the issue is caused by misuse, unauthorized modification, unauthorized installation or removal, vehicle-side faults, third-party accessories, mobile network or device settings, accidental damage, or other causes not related to TIKA product quality.
6. Inspection and service appointments
For product quality issues, customers may be required to attend an authorized TIKA service point so that technicians can inspect the vehicle, the installed TIKA product, the vehicle configuration, and the relevant app or connectivity status. Remote troubleshooting may be offered where appropriate, but some issues require in-person inspection.
7. How to contact us
To request a refund before installation or to report a product quality issue after installation, please contact us at support@tikakey.com.
Please include your order number, redemption code, vehicle brand, model and year, appointment details, and a clear description of the issue.
Company: TIKA HONGKONG LIMITED
Address: 100 Cyberport Road, Unit A05, 15/F, Core F, Telegraph Bay, Hong Kong Island, Hong Kong SAR
Email: support@tikakey.com