Warranty & After-sales Policy

Thank you for purchasing Kinco series products sold by Kinco Scientific Limited (hereinafter referred to as “we”, “us”, “Company” or “Kinco”) through http://www.kincorobotics.com (hereinafter referred to as the “Website”). Please read this Policy carefully. By purchasing Kinco series products through the Website, you acknowledge that you have fully read, understood and accepted all the provisions of this Policy. This Policy may be applied as an attachment to the relevant sales contract/order documents.

1. Scope of Application, Service Objects and Relationship with the Return Policy

This Warranty and After‑sales Policy applies to replacement, warranty repair, lifetime maintenance, warranty claims, repair inspection, spare parts and technical support for servo systems, motors, robotic joints, human‑machine interfaces (HMIs), PLCs, frequency converters/inverters and other products bearing the Kinco trademark, manufactured by Kinco Group, and purchased and used through the Website operated by the Company.

Allocation with the Return and Refund Policy:
(1) Returns, refunds, order cancellations, consumer statutory withdrawal, and handling of wrong shipments, missing parts, transit damage or quality issues by way of return for refund or exchange within the return application period/withdrawal right period shall be governed by the Return and Refund Policy;
(2) Replacement, warranty repair, lifetime maintenance and warranty repair returns shall be governed by this Policy and are not subject to the conditional return standards under the Return and Refund Policy, such as “unused, original packaging intact, suitable for resale”;
(3) Within the return application period or statutory withdrawal right period, the Customer may, for the same quality issue, choose to apply either the Return and Refund Policy or this Policy; after the expiry of such period, only this Policy shall apply. “Replacement” under this Policy is different from the exchange within the return period under the Return and Refund Policy; the applicable conditions and shipping cost rules for each are governed by the respective policies.

2. After‑sales Service Commitment

Kinco’s after‑sales service commitment is: six‑month replacement, eighteen‑month warranty repair, and lifetime maintenance. You may obtain relevant support via support@kincorobotics.com and through www.kincorobotics.com.

3. Commencement of Periods and Purchase Evidence

The “date of sale of the Product” referred to in this Policy shall, if otherwise agreed in the order confirmation, invoice or other written documents, be determined in accordance with such agreement; in the absence of such agreement, it shall in principle be calculated from the date of dispatch by the Company. For the calculation of the replacement period and warranty period: if the Customer can provide definitive proof of the sale date (including but not limited to order confirmation, invoice, payment records or other documents sufficient to prove the purchase), the period shall be calculated from such sale date; if the Customer cannot provide valid proof of the sale date, the period shall be calculated from the product’s date of manufacture. The Customer may identify the date of manufacture from the serial number (S/N) on the product housing; if it cannot be determined, the Customer may contact the Company’s technical support/repair personnel for confirmation.

4. Six‑Month Replacement

Within six months from the date of sale of the Product, if the Product suffers a non‑human‑induced malfunction that affects its primary performance, and the Company is unable to provide timely repair services within the repair turnaround time specified in this Policy, the Customer may request a product replacement, and the Company may replace the Product with a model of the same type. Replacement under this Clause shall be handled in accordance with Clauses 9 to 11 of this Policy regarding RMA, costs and shipping, and is not subject to the conditional return standards under the Return and Refund Policy.

5. Eighteen‑Month Warranty Repair

Within eighteen months from the date of sale of the Product, if the Product suffers a non‑human‑induced malfunction that falls within the warranty scope of this Policy, the Company may provide warranty repair services to the Customer. The Customer shall send the faulty Product to the Company’s designated repair service center; within the warranty period, the Company shall complete the repair within the prescribed repair turnaround time and return it to the Customer. If the Customer tears off or destroys the “Warranty Void if Removed” label, it shall be deemed human‑induced damage and shall not be covered under warranty.

6. Lifetime Maintenance

From the date of sale of the Product, the Company provides lifetime maintenance services to the Customer. For faulty Products that are within the warranty period but do not meet warranty conditions, and for Products beyond the warranty period, the Company provides chargeable repair services; after the Customer confirms acceptance of the repair charges, the Company will arrange the repair. The specific procedures are set forth below.

7. Warranty/Replacement Coverage and Exclusions

During the replacement period and warranty period, if the Product fails due to defects attributable to the Company’s workmanship or manufacturing, and none of the following circumstances exist, the Company shall provide corresponding replacement or warranty repair services. The following circumstances generally do not fall within the replacement/warranty scope (but may be subject to chargeable repair under lifetime maintenance):

• Product failure caused by force majeure events such as fire, flood, electric shock, earthquake, etc.;
  (2) Industrial accidents, misuse, abuse (failure to follow the operating methods, environmental conditions and precautions set forth in the product installation manual) resulting in cracked touch panels, cracked LCD displays, severe burning of electronic components on circuit boards, and similar damage;
  (3) Disassembly, repair or modification by personnel not authorized by the Company, or improper installation by the Customer causing severe damage or scratches to the product housing;
  (4) Incorrect wiring, use beyond specifications, overload, abnormal voltage, unstable power supply, unsuitable environment, water ingress, corrosion, contamination, dropping, impact, normal wear and tear, use of unauthorized accessories or software, misuse by the Customer or a third party, transportation damage not caused by the Company, or other problems not resulting from defects attributable to the Company’s workmanship or manufacturing.

8. Repair Turnaround Time

“Repair turnaround time” means the time from the repair personnel’s receipt of the faulty Product to the dispatch of the repaired Product after completion of the repair, excluding non‑working days, transit time, and the time taken for collecting repair charges. The time for collecting repair charges means the period from the Company’s notification to the Customer of the payment to the repair personnel’s receipt of the wire transfer receipt or the Customer’s countersigned RMA Repair Status Form. If the repair cannot be completed within the standard period due to special reasons, the Company will confirm a separate repair turnaround time with the Customer.

The repair turnaround times for each product series are as follows (working days):

• HMI series — 3 working days;

• PLC series and stepper servo drives — 5 working days;

• Frequency converter/inverter series — 7 working days;

• Standard servo motors (models starting with SM) — 15 working days;

• Standard stepper motors (starting with 2S42 and 2S57) — 3 working days;

• Other standard stepper motors — 15 working days.

If the Customer considers the repair turnaround time for motors too long, the Company may, where possible, provide the following options: (1) replace the motor with one of equivalent age and condition; or (2) purchase a sample unit at a discounted price. The specific circumstances will be explained by the repair personnel at the time of repair.

For repaired Products, the Company provides a 1‑year warranty on the repaired or replaced components from the date of completion of such repair.

9. After‑sales Application, RMA and Repair Procedures

The Customer shall submit warranty/replacement/repair applications via support@kincorobotics.com, the Website’s customer service/contact form (if available), or by leaving a message on LinkedIn or Facebook with contact information. The application shall include the order number, product model, serial number, purchase evidence (order confirmation, invoice, payment records, etc.), fault description, photos/videos, operating environment, wiring conditions, error codes, installation method, and other information reasonably required by the Company. For Products to be returned for repair, inspection or replacement, the Customer shall first obtain an RMA number and the designated repair/return address from the Company; Products returned without authorization may be refused by the Company, and any related losses and costs shall be borne by the Customer. (RMA for returns/refunds shall be handled in accordance with the Return and Refund Policy.)

Upon receipt of the returned Product, the Company’s repair personnel will conduct an inspection as soon as possible, fill in the inspection results and charge information in the RMA Repair Status Form, and handle the matter as follows:

(1) For faulty Products that do not require charges: after repair, the repaired Product (with the RMA Repair Status Form enclosed in the package) will be returned directly to the Customer (unless otherwise agreed by the parties), and the time from receipt of the faulty Product to dispatch of the repaired Product shall not exceed the prescribed repair turnaround time.

(2) For faulty Products that require charges: the Company will send the RMA Repair Status Form and payment account information to the Customer; if the Customer has no objection, the Customer shall promptly make payment and return the wire transfer receipt or countersign the RMA Repair Status Form. Upon receipt of the wire transfer receipt or the countersigned RMA Repair Status Form, the repair personnel will dispatch the repaired Product within the prescribed repair turnaround time.

(3) Unless otherwise agreed, the Customer shall return the wire transfer receipt within five working days after receiving the RMA Repair Status Form; if overdue, the faulty Product may be deferred to the next repair cycle. If payment is still not received within thirty working days from the date the RMA Repair Status Form was sent, the Company may return the faulty Product to the Customer.

10. Repair Charges

(1) Within the warranty period and covered by normal warranty, with damage not caused by human factors: no repair charges shall be levied.

(2) Within the warranty period but with damage caused by human factors: only component costs shall be charged, and no service fee shall be levied.

(3) Beyond the warranty period, or within the warranty period but not meeting warranty conditions: component costs and appropriate repair service fees shall be charged according to the actual extent of damage, with specific charges quoted by the repair personnel and arranged after the Customer’s confirmation.

Except where import/export duties, customs clearance fees, etc. are otherwise agreed or legally borne by the Customer. This Clause does not apply to the cost settlement for returns/refunds under the Return and Refund Policy.

11. Shipping Costs and Packaging

This Clause applies to warranty repair, replacement and chargeable maintenance returns under this Policy, and does not apply to return/refund shipping costs under the Return and Refund Policy. The shipping costs for returning the faulty or replacement Product to the Company’s designated after‑sales address shall be borne by the Customer; the shipping costs for returning the repaired or replaced Product to the Customer shall be borne by the Company (except where import/export duties, customs clearance fees, insurance, etc. are otherwise agreed or legally borne by the Customer). The Customer shall properly package the Product and use a traceable, safe and reliable shipping method; transportation insurance is recommended. Losses caused during transit due to improper packaging, transportation issues or other force majeure events shall be handled by the party arranging the shipment or in accordance with carrier/insurance rules, and the Company shall not bear transportation losses not caused by it. If no feedback is received within one week after the repaired Product is dispatched, the Customer should promptly contact the Company for inquiry to prevent loss during transit.

12. Customer’s Cooperation Obligations

To facilitate prompt handling, when returning the faulty Product for repair, the Customer should enclose a completed Product After‑sales Service Registration Form (available with the product documentation or downloadable from the Website) and provide as detailed a description as possible of the fault symptoms and contact information. The Customer should, to the extent possible, back up programs, parameters, etc. before sending the Product for repair; after repair, the original program and parameter settings may not be retained.

13. Limitation of Remedies

To the extent permitted by law, replacement, repair, exchange, supplementary dispatch or replacement of spare parts, and allowances are the primary remedies provided by the Company for warranty issues, and the Company may also take other reasonable remedial measures in consultation with the Customer. Return and refund remedies shall be governed by the Return and Refund Policy. The Company shall not be liable for indirect or consequential losses such as product downtime, production interruption, loss of profits, loss of data, replacement procurement, installation labor, disassembly costs, unless otherwise mandatorily required by applicable law.

14. Safety Risks and Recall

If the Company believes that the Product may present safety, compliance or corrective action risks, the Company may notify the Customer to stop using the Product and to cooperate with inspection, software updates, repair, replacement or recall. The Customer shall promptly cooperate and shall not continue to use the Product with known safety risks. Reasonable costs incurred for recall/corrective measures implemented due to product defects attributable to the Company or as required by applicable law shall be borne by the Company; additional costs arising from the Customer’s failure to promptly cooperate, continued use of a known‑risk product, or the Customer’s own reasons shall be borne by the Customer.

15. Contact Information

For warranty, replacement or repair support, please contact support@kincorobotics.com; you may also visit http://www.kincorobotics.com, or leave a message via the Website’s customer service/contact form (if available), LinkedIn, or Facebook. The repair location shall be as confirmed in writing or by email by the Company. For returns and refunds, please refer to the Return and Refund Policy.

This Policy is copyrighted by Kinco Scientific Limited. The Company reserves the right to interpret this Policy within the scope permitted by law. If this Policy is inconsistent with written agreements such as order confirmations, the written agreement for that particular order shall prevail; in case of any doubt regarding the application of this Policy and the Return and Refund Policy to the same matter, the allocation set forth in Clause 1 of this Policy shall apply.