Warranty and Replacement

Kuanzhai Warranty & Replacement Policy
Last Updated: 01 June 2025
At Kuanzhai, we are committed to delivering high-performance, high-quality devices backed by exceptional customer support. Our warranty policy is clear, fair, and designed to protect you in the event of a genuine product fault.

🛡️ What’s Covered – 12-Month Limited Warranty
Every Kuanzhai electronic device is covered under a 12-month limited warranty from the date of purchase.
✅ Covered:
Manufacturing defects
Internal heating issues
Charging or battery failure
Software or firmware faults
LED/display and haptic issues
❌ Not Covered:
Damage from drops, water, fire, or misuse
Wear and tear (scratches, discolouration, battery aging)
Use of non-Kuanzhai tobacco sticks or accessories
Devices not purchased from Kuanzhai or authorised retailers
Lost or stolen items
Devices that have been disassembled or tampered with

🗓️ When Your Warranty Starts
Your warranty begins on the purchase date, as shown on your receipt.
If you register your device within 7 days of purchase, the warranty start date may be based on registration confirmation (whichever is earlier).

⚙️ Accessories Coverage
Accessories (e.g. cables, cleaning tools) are covered under a 90-day limited warranty
Tobacco sticks and consumables are not covered

🚫 Warranty Void Conditions
To remain eligible for warranty coverage:
Do not attempt to open or repair the device
Only use Kuanzhai-branded sticks and accessories
Avoid third-party chargers or liquids
Do not expose the device to liquid or extreme heat
Devices found to be tampered with, physically damaged, or used improperly may be disqualified from coverage.

🔄 Replacements Under Warranty
If your device has a verified issue:
You may qualify for one free replacement during the warranty period
Warranty continues under the original coverage window or 3 months post-replacement — whichever is longer
In most cases, no return is required — we’ll validate and dispatch a new one

💥 Accidental Damage Program
Registered Kuanzhai Club Elite members are eligible for:
Up to 2 accidental damage replacements per 12 months
Priority service and free express shipping
Discounted out-of-warranty replacements for non-eligible users

🔍 Before Requesting a Replacement: Troubleshooting Checklist
Please check the following:
✅ Is the device fully charged?
✅ Have you tried resetting or cleaning it?
✅ Can you provide photos or a short video of the issue?
This helps us confirm the problem and resolve it faster.

🛠️ How to Make a Warranty Claim
Contact Us:
📧 Email: support@kuanzhai.co.uk
💬 Live Chat: 24/7 on www.kuanzhai.co.uk
📞 Call: 07393939800 (Mon–Fri 8 AM–10 PM, Sat–Sun 10 AM–6 PM)
Provide the following:
Order number or proof of purchase
Device serial number (found in app or on the box)
Clear description of the issue (+ photos if possible)
Verification & Approval:
We’ll assess your case within 24–48 hours
You’ll be notified by email with next steps
Delivery of Replacement:
Replacements are shipped free of charge
In most cases, no return of the faulty item is required

🌍 International Warranty
Currently, our warranty is only valid for products purchased and used within the UK.
Products bought abroad or imported may not be eligible for coverage.

🔁 Refurbished or Pre-Owned Devices
Certified refurbished Kuanzhai devices are covered by a 6-month limited warranty unless otherwise specified.

👑 Kuanzhai Club Loyalty Benefits
Elite & Ambassador Members Get More:
Fast-track support
Dedicated claims team
Priority shipping on replacements
Extended return & replacement windows
Not a member yet? Join Kuanzhai Club

📜 Legal Notes
This limited warranty does not affect your legal rights under the Consumer Rights Act 2015.
You are entitled to a refund, replacement, or repair for defective goods sold in the UK.

📦 Post-Warranty Support
Even if your device is no longer under warranty, we offer:
Diagnostic support
Loyalty discounts on replacement units
Early upgrade opportunities via Kuanzhai Club

Questions? We’re Here to Help.
📧 support@kuanzhai.co.uk
📞 07393939800
💬 Live Chat: 24/7

Kuanzhai — Quality you can trust. Support you can count on.
Warranty terms are subject to change. Last revised: 01 June 2025.