I was wondering if anyone here tried to get warranty service in Canada for their tineco hard floor cleaner. I have a floor one s3 that has an issue with the motor, reached out to their support and was told:

Yes there's an issue, you are still under warranty, tineco's repair service in Canada is under negotiation so we can't repair your machine.

According to their policy, they offered me 30% of the MSRP (excluding taxes paid) as a refund in lieu of fixing the product or sending me a replacement. It's about $130 CAD.

Their Canadian website warranty page doesn't mention this policy at all and just says the item will be repaired or replaced with a refurbished unit.

Is this normal? Has anyone else gone through their support and been given the same resolution?

Update: I quoted their own warranty policy which doesn't state anything about a depreciation value and asked where this policy exists. They escalated to a supervisor so I'll wait for an update.

Thanks to everyone who commented.

2nd update: They were going by their USA warranty terms which do have a clause regarding depreciation value. However, even in that case it's very clearly defined that they should first attempt repair or replacement and if it's not possible only then they would offer the depreciation value. Since they didn't attempt to repair, it made no sense to just jump to the depreciation value part.

I also pointed out that the Canadian warranty does not have this clause and simply states it will be repaired or replaced at no cost to me. They reviewed and after "careful consideration" agreed to send me a new floor one s3. I am just waiting for the tracking information etc.