Terms and Conditions
After-sales service and repair terms and conditions
These terms and conditions are applicable to the situation that Client buys the products from Kinco’s distributors in all the countries excluding China and directly from Kinco Electric(Shenzhen) Ltd, and Kinco provides the after-sales service and maintenance.
1. After-sales service commitment
The product produced by Kinco,eighteen-month guarantee of replacement, long-life maintenance service and technical support (by email,phone,and Skype).
1) Confirm the date:
From the date of shipment by Kinco, the date of shipment can be inquired by Kinco according to the S/N code.So if Client cannot provide the S/N code or a proof for the actual date of purchase, this product will not be in warranty.
2) Eighteen-month guarantee of replacement:
If any failure within the scope of warranty occurs to the product,after Kinco confirms that the faulty product is within the scope of service and the guarantee period of replacement ,Kinco will replace the faulty product with a product of the same model for Client. Client shall keep the faulty product until Kinco informs Client to send the product back to Kinco.Kinco will bear the freight when Kinco informs Client to send faulty product back to the Kinco.
3) Life-long maintenance service:
Kinco provides Client with maintenance service throughout the service life of the products from the date of purchase. For faulty products within the warranty period but not covered by the scope of the warranty or products beyond the warranty period, Kinco will provide paid repair service. After Client confirms the repair cost, Kinco will arrange repair service. For detailed repair service stipulations, refer to the section below.
2. Repair service
Kinco will strive for decreasing the repair period of the product for Client.
2) Repair period:
Client collects the faulty products every two months and sends to the repair centers of Kinco in China. A repair period of Kinco is 15 working days. It comprises a time ranges from the day that Kinco receives the faulty product from Client to the day Kinco sends the faulty product back, excluding the non-working days, transportation time and time spent charging the cost of the repair. The cost of the repair should be paid off every time, Client should pay all the cost of the repair to Kinco after paid repair service is finished. Under special circumstances when a fault cannot be removed in a short period of time because of special reasons, Kinco will discuss with Client to achieve an agreement of the repair time.
3) Confirm the warranty period:
Client confirms whether the faulty product is within the warranty period according to the product’s S/N code and the actual date of sale by Client. If Client cannot confirm whether the faulty product is within the warranty period for losing the S/N code or other reasons, Kinco shall help Client to confirm. Kinco offers one-year guarantee of maintenance to the repaired or replaced component from repair date.
4) Confirm the scope of warranty:
Even within the warranty period of replacement or repair, if the following case happen Kinco will not provide the corresponding replacement or repair service. Kinco offers paid repair service to the faulty product belongs to the following area.
a) Any product faults resulting from force majeure factors such as fire, flood, electric shock, and earthquake.
b) Any product faults arising from the disassembly, repair, or codification of products performed by people not authorized by Kinco Electric (Shenzhen) Ltd.. Any severe damage or scratch to the product shell caused by improper installation.
c) Any product faults caused by industrial accidents, disoperation, misuse (failure to observe the operation methods, operating environment and precautions specified in the user guide), including human-machine interface touch panel cracking, LCD screen breaking, motor blocking, instability, slanting motor shaft, broken shaft, flange crack or breaking ,incomplete motor parts, motor winding or circuit board severely burned, etc.
5) Confirm the cost of repair:
For faulty products within the warranty period and falling into the scope of regular repair, Kinco will only collect the cost of the parts and components damaged due to the customers’ reasons. if the fault is not caused by the customer, Kinco will not charge any repair fee. For faulty products beyond the warranty period, Kinco will charge the cost of parts and components and proper repair fee according to actual conditions of damage or fault. The specific price of repair parts refers to the price list of repair parts. The repair personal of Kinco will quote to Client after they finish the paid repair service every time.
6) Emergency repair:
The two sides resolve through consultation or Kinco provides the spare product to Client.
7) Repair process:
According to the standard product repair process of Kinco, if have any conflict with the terms and conditions, please take it as the standard. To every repair service Kinco will provide the product RMA Repair State Form to Client.
8) Confirm the freight.
The freight for returning the faulty products to after-sales service center of Kinco shall be provided by Client, but the freight for delivering the repaired products to Client shall be provided by Kinco.
Client shall send the After-sales Service Registration Form that is put in the product package box to Kinco when return the faulty products. To help Kinco to repair and resolve the problem quickly, Client should write the detailed fault in the table. Client can agree on the special circumstances with Kinco.
Client and Kinco should have specific person to be responsible for the communication of after-sales service and repair.
3. The terms and conditions are attached file of the product cooperation agreement, which have the same force of law.