Warranty Statement

 

Last updated: September 20, 2024

 

The original KUKU product you have purchased is covered by a warranty of 12 months. For some products a different warranty period applies. The warranty period begins on the date of purchase of brand new, unused products by the first end user. Please retain your sales receipt (or your warranty certificate) as proof of purchase. Unless you submit proof of purchase, which will be verified by your local KUKU service partner, you will be obliged to pay for any repairs that are carried out. Proof of purchase must state the date of purchase and name of the product.

If, within the warranty period, the product is determined to be defective (at the date of original purchase) due to improper materials or workmanship, KUKU or their service partners will, without charge for labour or parts, repair or (at the descretion of KUKU) replace the product or its defective parts.

KUKU or their service partners may replace defective products or parts with new or refurbished products or parts. All products and parts replaced become the property of KUKU or their service partners.

 

The following cases are not covered by the above warranty:

• Minor faults or deviations in the quality of a product which do not affect the product’s value or fitness for its intended purpose.

• Any accessories supplied with the product.

• Faults resulting from improper use (e.g. operating errors, mechanical damage, incorrect operating voltage) Proper use for the purposes of this warranty is defined as use of the product under the conditions stated in the instructions for use.

• Any minor cosmetic damage of an abrasive, scratchy nature that does not affect the performance of the product.

• Faults due to wear and tear.

• Any modification of KUKU products effected by you or a third party, unless KUKU has given its prior written consent to the nature andextent of the modification.

• Faults due to force majeure.

• Faults of which the purchaser was already aware at the time of purchase.

 

KUKU is unable to provide repair for your product in the following circumstances:

• Faults resulting from improper use (e.g. operating errors, mechanical damage, incorrect operating voltage) Proper use for the purposes of this warranty is defined as use of the product under the conditions stated in the instructions for use.

• The product is found damaged in transit, but it is not rejected on delivery, or no certificate confirming damages is issued by the logistics company. Proof of damage during the transit can not be provided.

• The failure is caused by accident, abuse, misuse, flood, fire, earthquake, food or liquid spills, incorrect electrical charge, or other external causes.

• The product or part that has been modified to significantly alter functionality or capability without the written permission of KUKU.

• A legal proof of purchase from KUKU receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

• The product has wear and scratches which are not caused by manufacturing or workmanship and do not influence the product performance.

 

Additional considerations

• Failure to submit requests within the aforementioned period will be deemed as a waiver of your right to return/replace the product unless you can clearly and sufficiently prove to us that you were not able to submit the request in a timely manner due to extraordinary circumstances.

• KUKU does not support cross-regional service. If the customer take the product to another country/region and claim for a service, the customer will need to bear for all related costs, such as repair cost and and shipping costs. If unauthorised service centers perform service without approval from KUKU, the warranty will become invalid.

• In case we have provided a replacement part, the warranty does not reset, and the original warranty period still applies.

• In case you have sent a product back to us for repair&replacement, the warranty duration is "paused" during the time it is on the way back to us, in repair&replacement, and on its way back to you. In other words, the warranty is extended by the number of days that the product is gone for repair&replacement.

• If you encounter any product damage, do not handle it by yourself without our guidance to avoid any potential risk. Please open a ticket first for support and do repairs only if instructed by the customer support team.

• Within the warranty period, installation by DIY(Do-it-yourself) of free replacements would be implemented after confirmation from KUKU, the above method of maintenance is part of the warranty of the products available for repair.

• If the product is damaged due to the use of third-party accessories, or if the third-party accessories are damaged due to the product, the damaged parts of the product and the third-party accessories will not be covered by the warranty. Damages caused by the use of unofficial firmware and/or modifying/updating firmware with unofficial tools or methods are also not covered under the warranty terms.

 

Warranty Period

The general warranty period starts from the date of receiving the product from the original customer.

The warranty period for Return & Refund Service, Replacement Service and Repair Service may vary with regards to your product, the part experiencing issues, or the country of purchase.

The following products are covered by a 12-month warranty (some parts may be covered for less than 12 months or have no warranty):

• KUKU coffee machines

 

Return and Refund Policy

We are happy to accept your request for return service in any of the following circumstances:

• Within 14 calendar days of receiving a product which has critical failures, manufacturing defects, or any functionality issues.

• Within 14 calendar days of receiving a product which has sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to KUKU.

• Within 14 calendar days of receiving a product which is unopened, unactivated, and is still in its new condition.

If you return a product based on a reported issue, the product will be inspected before the refund is processed. If the returned product is confirmed to have no such issue as reported after all appropriate tests are conducted by KUKU, KUKU will charge the shipping fee for each returned item. The shipping fee will be deducted from the total refund amount.

We will deduct related costs for any missing parts, such as accessories, cables, or filaments, from the total refund amount.

You should bear all the shipping charges caused if you request to return a non-defective item such as a clogged hotend/extruder, within 14 calendar days of receiving the product.

 

Unfortunately, KUKU will not provide return service under any of the following circumstances:

• The return request is beyond 14 calendar days of receiving a product.

• The received product has missing accessories, cables, manuals, or any items which are included in the original package.

• The received product contains accessories, cables, manuals, or any item which has external damage, such as cracks, dents or scratches. Confirmed logistics damage are not considered in this scenario.

• KUKU identifies, through evaluation and testing, that the defect(s) or malfunction (s) are caused by user's error, such as dropping to the ground, supplying wrong voltages, etc.

• The product is found to have no defects after all appropriate tests are conducted by KUKU.

• The purchase receipt, invoice, or other relevant paperwork is not provided, or is reasonably believed to have been forged or tampered with.

• If the product is confirmed to be non-refundable, customers can request defective products to be shipped back. Customers will need to bear the return shipping cost.

• Please note that once we have agreed to a return, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of right to return.

 

Replacement Policy

We are happy to provide you with replacement service in any of the following circumstances that occur：

• Within 14 calendar days of receiving the product, if the product has sustained substantial damage in transit, provided always that the proof of damage issued by the carrier can be provided to KUKU.

• Within 14 calendar days of receiving the product, if you receive the wrong product.

• Within 14 calendar days of receiving the product, if the product suffers critical failure or manufacturing defects.

Please note that the warranty period for the replacement under this section starts from the date of receipt of the replacement product by the customer. To ensure that the products you request replacement service are delivered in good condition, please note that all replaced products must be in the original packaging. Improper packing may void warranty and be subject to charge.

If you have requested an exchange, related fees and costs must be paid and received by KUKU before new items are shipped.

Please note that once we have agreed to a replacement, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of your right to the replacement.

We also offer Advanced Replacement for customers who require a replacement product(s) before returning the original one(s) to us. This service requires a temporary deposit, equivalent to the selling price listed on our online store. Upon confirming the payment, we will ship you a replacement unit and provide shipping information within 0-48 hours. Typically, the temporary deposit will be fully refunded upon receipt of the original unit. But please be aware that the original product shall be returned within 30 calendar days from the date of receiving the replacement unit, or the deposit will be non-refundable.

 

KUKU will not provide replacement service in any of the following circumstances：

• The request for a replacement is submitted 14 calendar days after receiving the product.

• The received product does not include all original packaging, accessories, cables, manuals, or any items which are not new or in like-new condition, i.e. with cracks, dents or scratches.

• A product sent to KUKU for replacement does not include all original accessories, attachments, or contains items damaged by user error.

• KUKU identifies, through evaluation and testing, that the defect(s) or functional problems are caused by user error, such as dropping to the ground, supplying the wrong voltages, etc.

• The product is found to have no defects after all appropriate tests are conducted by KUKU. If you request the non-defective products be shipped back to you, the shipping cost is supported by you.

• The original proof of purchase, receipt or invoice is not provided, or is reasonably believed to have been forged or tampered with.

• Proof of damage during the transit issued by the carrier can not be provided, but it has not been rejected upon receipt, or no certificate confirming the damage has been issued by the logistics company. All shipping damages need to be reported within 7 calendar days after the package(s) is delivered.

• Products that are damaged due to force majeure including fire, floods, lightning strikes, traffic accidents, etc.

 

Amendment

We reserve the right to modify this policy to reflect updates or changes at any time. We will use commercially reasonable efforts to generally notify you of any change to this policy at least 14 days before the effective date of the new version, such as through publishing the new version on the websites, however, you should look at this policy regularly to check for such changes. We will also update the “Last Updated” date at the top of this policy, which reflect the effective date of such policy. Your continued access or use of the services or products after the date of this policy constitutes your acceptance of the new policy. If you do not agree to the new policy, you must stop accessing or using the services or products.

*KUKU reserves the final right of interpretation for the above service policy.