Product Protection Claims Guide

Thank you for choosing TUTTIO! To help protect your purchase and provide greater peace of mind, we partner with Xcotton, in partnership with AIG, to offer optional Product Protection Plans.

Xcotton Product Protection provides coverage for accidental damage, such as drops, cracks, and liquid spills, as well as damage caused by power surges. Coverage begins on the shipment date recorded in the merchant's system. Depending on the plan selected, protection may also cover mechanical and electrical breakdowns after the manufacturer's original warranty expires.

This guide explains the available coverage, how to submit a claim, and the applicable cancellation and refund policies.

1. Product Protection Coverage

Xcotton Product Protection offers coverage for the following types of incidents, subject to the terms and conditions of the selected plan.

1.1 Mechanical and Electrical Failures

Coverage: Yes

This coverage applies to mechanical or electrical failures caused by defects in materials or workmanship during normal use, resulting in the product being unable to function as intended by the manufacturer.

  • When coverage begins: After the manufacturer's original warranty expires.

  • Coverage period: Depends on the Product Protection Plan purchased.

1.2 Accidental Damage from Handling (ADH)

Coverage: Yes

Accidental Damage from Handling covers unexpected physical damage that occurs during normal use, including incidents such as:

  • Accidental drops or falls

  • Cracked or damaged components

  • Liquid spills or accidental immersion

When submitting a claim, you must provide a clear description of the incident, including where and when the damage occurred and how it happened. Failure to provide sufficient incident details may result in the claim being denied.

  • When coverage begins: On the shipment date recorded in the merchant's system.

1.3 Power Surge

Coverage: Yes

This coverage applies to structural or operational failures caused by a power surge during normal use.

  • When coverage begins: On the shipment date recorded in the merchant's system.

All coverage is subject to the applicable Product Protection Plan terms and conditions.

2. How to Submit a Product Protection Claim

If your product experiences an issue covered by your plan, you can submit a claim directly through the Xcotton Claims Center.

Step 1: Access the Xcotton Claims Center

Visit the official claims portal:

Access Xcotton Product Protection Claims Center

Step 2: Log In to Your Account

Enter the following information to access your protection plan:

  • The email address used when purchasing the plan

  • Your Product Protection ID

Step 3: Locate Your Confirmation Email

After purchasing a Product Protection Plan, you will receive a confirmation email with the subject line:

"Xcotton Product Protection Placed Successfully"

Open the email and click the link provided to access the Xcotton Claims Center.

Step 4: Follow the Claim Instructions

Once logged in, follow the instructions in the Claims Center to submit your claim and provide the required information.

Xcotton's claims specialists will guide you through the process. TUTTIO may also assist with relevant order information or supporting documentation when necessary.

Important: The total amount paid for approved claims under a Product Protection Plan will not exceed the original purchase price of the covered product.

3. Frequently Asked Questions

3.1 What Product Protection Plans Are Available?

Depending on the product, you may be able to choose a 1-year, 2-year, or 3-year Product Protection Plan at checkout.

The coverage provided depends on the plan selected and the manufacturer's original warranty period.

3.2 What Does Product Protection Cover?

Product Protection may include:

  • Extended Warranty: Coverage for eligible mechanical and electrical breakdowns after the manufacturer's original warranty expires.

  • Accidental Damage Protection: Coverage for eligible accidental damage, such as drops, cracks, and liquid spills.

  • Power Surge Protection: Coverage for eligible damage caused by power surges.

Please refer to the plan details and applicable terms and conditions for the specific coverage included.

3.3 How Does Each Plan Work?

The following example assumes that the product comes with a 1-year manufacturer's original warranty.

Plan Accidental Damage & Power Surge Coverage Extended Warranty Total Protection Period
1-Year Plan 1 year Not included 1 year
2-Year Plan 2 years 1 additional year 2 years
3-Year Plan 3 years 2 additional years 3 years

How the coverage works:

  • 1-Year Plan: Provides 1 year of accidental damage and power surge protection. It does not include an extended warranty beyond the manufacturer's original warranty.

  • 2-Year Plan: Provides 2 years of accidental damage and power surge protection, including 1 additional year of mechanical and electrical breakdown coverage after the manufacturer's original warranty expires.

  • 3-Year Plan: Provides 3 years of accidental damage and power surge protection, including 2 additional years of mechanical and electrical breakdown coverage after the manufacturer's original warranty expires.

For the 2-year and 3-year plans, the manufacturer's original warranty applies during the first year. The extended warranty coverage is provided by Xcotton, in partnership with AIG, during the applicable additional period.

Coverage periods and benefits may vary depending on the product and plan purchased. Please refer to your plan confirmation and applicable terms for details.

3.4 How Much Does a Product Protection Plan Cost?

The cost depends on the product purchased and the protection period selected.

The applicable plan price will be displayed at checkout before you complete your purchase.

3.5 How Do I Purchase and Activate Product Protection?

You can purchase a Product Protection Plan together with an eligible product through the merchant's official website.

After completing your purchase:

  1. You will receive a Product Protection confirmation email.

  2. Your plan details and Product Protection ID will be provided in the confirmation email.

  3. Your coverage begins on the shipment date recorded in the merchant's system.

No separate activation is required unless otherwise specified in your plan terms.

3.6 How Do I File a Claim?

To submit a claim:

  1. Open your Xcotton Product Protection confirmation email.

  2. Click the link to access the Xcotton Claims Center.

  3. Log in using your email address and Product Protection ID.

  4. Follow the instructions to submit your claim and any required supporting information.

Xcotton's claims specialists will guide you through the process. If additional order information or documentation is needed, TUTTIO may provide reasonable assistance.

Please note that the total amount paid for approved claims will not exceed the original purchase price of the covered product.

3.7 What Happens to My Product Protection Plan If I Return or Exchange My Product?

If you return or exchange a product covered by a Product Protection Plan, please notify Xcotton promptly.

A return or exchange may affect your protection plan and its eligibility for continued coverage or a refund. Specific conditions may apply.

For assistance, contact Xcotton directly or use the customer support link provided in your Product Protection confirmation email.

3.8 Who Provides the Product Protection Service?

Product Protection Plans are provided by Xcotton, in partnership with AIG.

The merchant acts solely as an intermediary in offering these plans. The protection services, coverage decisions, claims assessment, and related administration are handled by the protection plan provider in accordance with the applicable terms and conditions.

The merchant is not responsible for the provision, performance, or quality of the Product Protection Plan services.

Please review the applicable terms and conditions carefully before purchasing a plan.

4. Product Protection Plan Cancellation and Refund Policy

You may cancel your Product Protection Plan at any time. The refund amount depends on when the cancellation request is submitted and whether any claims have been paid.

4.1 Cancellation Within 60 Days of Purchase

If you cancel your plan within 60 days of the purchase date:

  • If no claims have been paid: You will receive a full refund of 100% of the plan price.

  • If one or more claims have been paid: Your refund will equal the original plan price minus the total amount of claims already paid.

Refund Calculation:

Refund Amount = Plan Price − Total Paid Claim Amount(s)

4.2 Cancellation More Than 60 Days After Purchase

If you cancel your plan more than 60 days after the purchase date, your refund will be calculated on a pro-rata basis, less any applicable paid claims and administrative fees.

Refund Calculation:

Refund Amount = [(Total Coverage Days − Days Used) ÷ Total Coverage Days] × Plan Price − Total Paid Claim Amount(s) − Administrative Fee

The administrative fee varies depending on applicable state laws and will not exceed US$50.

4.3 Important Cancellation Notes

  • Cancellation is permitted at any time, subject to the applicable cancellation and refund terms.

  • Any claims already paid will be deducted from the eligible refund amount.

  • Administrative fees may apply to cancellations made more than 60 days after purchase, as permitted by applicable state law.

  • For assistance with cancellation requests or refund calculations, please contact Xcotton through the support details provided below.

5. Official Terms and Conditions

For complete details regarding coverage, exclusions, limitations, claims procedures, cancellation, and other applicable conditions, please review the official Product Protection terms:

View Xcotton Product Protection Terms and Conditions

By purchasing a Product Protection Plan, you acknowledge that you have reviewed and agreed to the applicable terms and conditions.

6. Contact Information

If you have questions about your order or need assistance locating your Product Protection information, please contact TUTTIO.

TUTTIO Customer Support

Email: info@tuttiosport.com

Xcotton Product Protection Support

Email: support@xcottons.com

For claim submissions, coverage questions, cancellation requests, or refund inquiries, we recommend contacting Xcotton directly.

Thank you for choosing TUTTIO. We appreciate your trust and are committed to helping you enjoy greater peace of mind with your purchase.