Kuanzhai Consumer Review Policy
Effective Date: 01 June 2025
Reviewing Our Products
At Kuanzhai, we value your feedback and encourage you to share your personal experience with our products. Your reviews help other adult consumers make informed decisions and allow us to improve the quality and performance of our Heat-Not-Burn (HNB) offerings.
If you experience any unexpected issues, adverse effects, or have a complaint about a product, please contact our customer support team directly at support@kuanzhai.co.uk so we can help resolve your concern promptly and appropriately.
How to Leave a Review
Products purchased on our website:
If you purchased a Kuanzhai product via our website and opted into marketing communications, you may receive an email invitation to submit a review within 28 days of your order.
Simply follow the instructions in the email to leave your review.
If you haven’t opted into marketing emails, you can still leave a review by visiting the product page directly.
Products purchased elsewhere (in-store, distributor, or third-party website):
Navigate to the product page for the item you purchased on www.kuanzhai.co.uk.
Click the “Write a Review” button.
Complete the review form, including your rating (1–5 stars), a written review of your experience, and answers to any relevant product questions.
Please Note:
You must create and log in to your Kuanzhai account to submit a review.
Use a nickname to protect your identity (avoid using your real name).
You must accept the review terms and conditions at the time of submission.
Review Do’s & Don’ts
✅ Please DO:
Write a review based only on your own personal use of a Kuanzhai product.
Follow this policy and the terms and conditions provided in the review form.
Submit your review in clear English.
Ensure your review aligns with the rating you gave.
Post your review on the correct product page.
Retain your receipt or proof of purchase, especially for in-store or third-party purchases.
❌ Please DON’T:
Post a review based on someone else’s experience or hearsay.
Use the review form to comment on customer service or delivery issues — please email us directly for those matters.
Mention flavours, nicotine strengths, or consumables in a way that may be interpreted as a health claim or risk statement.
Mention or compare other brands, retailers, or competitor products.
Suggest that our products:
Are healthier or risk-free
Can be used to quit smoking
Are suitable for non-nicotine users or under-18s
Include safety incidents, adverse effects, or perceived harm — report these to support@kuanzhai.co.uk instead.
Include threats, demands for compensation, or legal threats — contact us directly for resolution.
Use profanity, hate speech, discrimination, or personal attacks.
Disclose any personal information such as email addresses, phone numbers, or real names.
How Our Review System Works
We are committed to transparency and authenticity. All reviews posted on www.kuanzhai.co.uk are moderated to ensure they are genuine and comply with this Consumer Review Policy.
Our process:
We use an independent third-party moderation platform to authenticate and manage all consumer reviews.
Every submitted review is reviewed for compliance with this policy and our platform’s authenticity standards.
The moderation process typically takes 45 minutes to 72 hours.
We publish all valid reviews, regardless of whether they are positive or negative.
If a review violates this policy, we will either:
Contact you to offer an opportunity to revise and resubmit the review, or
Decline to publish the review.
We do not permit:
Fake, manipulated, or incentivised reviews
Payments, discounts, or competitions in exchange for reviews
All published reviews count toward the overall product rating displayed on the product page.
Reporting Suspicious Reviews
If you believe a review is fake or misleading, you can report it by clicking the “Report” button under the review.
Our moderation partner will then:
Investigate the flagged review
Determine whether it complies with our authenticity policy
Remove the review if found to be misleading or fraudulent
Recalculate the product’s average rating, if necessary
Users who repeatedly violate this policy or our authenticity standards may have their reviewing privileges permanently removed.
Final Notes
We reserve the right to update this policy at any time. The latest version will always be available at www.kuanzhai.co.uk.
We may modify or remove published reviews that are found to breach regulatory guidance or our platform policies, without notice.
Our interpretation of this policy is final.
For questions or concerns related to your review or our moderation process, please contact:
📧 support@kuanzhai.co