• Warranty
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    Warranty

    Warranty

    Warranty Policy

    Thank you for choosing KomeStone!

    We are committed to providing reliable products and dependable customer support. Please inspect your product and packaging upon delivery. If you encounter any issues, feel free to contact our Customer Support team at support@komestone.com.

    I. Warranty Coverage

    KomeStone provides a 12-month limited warranty on machinery products purchased through our official website or authorized sales channels, starting from the date of delivery.
    The following issues may qualify for warranty service or order-related assistance:

    • Manufacturing Defects: The product fails to function properly due to defects in materials, components, or workmanship under normal use.

    • Shipping Damage: The product or its packaging arrives damaged during transportation.

    • Incorrect Item Received: The product received does not match the item ordered, such as an incorrect model, specification, or color.

    • Lost Shipments: The product is lost during shipping, as verified through carrier tracking information or delivery records.

    • Missing Accessories: One or more accessories listed as included with the product are missing upon delivery.

    II. Exclusions from Warranty Coverage

    Free warranty service does not apply to the following circumstances:

    • Products outside the 12-month warranty period.

    • Free promotional items or product samples.

    • Accessories, packaging materials, tools, consumables, or other non-machine components, except for eligible delivery-related issues.

    • Normal wear and tear, cosmetic scratches, or discoloration that does not affect product functionality.

    • Products without valid proof of purchase, such as an order number, receipt, or invoice.

    • Products purchased from unauthorized sellers or distribution channels.

    • Damage caused by unauthorized disassembly, modification, or repair without prior written approval from KomeStone.

    • Damage resulting from misuse, improper operation, or failure to follow the user manual.

    • Damage caused by water, moisture, oil, sand, or other foreign substances entering the device.

    • Damage caused by accidents, fire, floods, earthquakes, lightning, or other events beyond normal product use.

    • Other damage or failures not attributable to defects in materials or workmanship.

    III. Warranty Claim Procedure

    If you experience an issue covered by this warranty, please follow the steps below.

    Step 1: Contact Customer Support
    Email support@komestone.com with the following information:
    1. Your order number and product name or model.
    2. A detailed description of the issue.
    3. Photos or a short video showing the problem, if available.

    Step 2: Issue Verification
    Our Customer Support team will review your request and verify the reported issue. If additional information is needed, we will contact you by email.

    Step 3: Warranty Assessment
    We will notify you of the warranty assessment results and, if your claim is eligible, provide an appropriate solution for your confirmation.

    Step 4: Resolution
    Once you approve the proposed solution, we will initiate the resolution process within 2 business days.
    Note: In certain cases, we may request that the product be returned for inspection. For approved warranty claims, KomeStone will cover the required return shipping costs.

    IV. Warranty Solutions

    For issues confirmed to be covered by this warranty, KomeStone may offer one of the following solutions, depending on the nature of the problem:

    • Free Replacement Parts: Provide replacement components for defective parts at no additional cost.

    • Product Replacement: Replace the defective product with a new unit of the same model at no additional cost.

    • Partial or Full Refund: Issue an appropriate refund based on the specific circumstances.

    During the warranty period, KomeStone will cover the shipping costs associated with approved replacement parts or product replacements.

    Need Help?

    If you have any questions about your product, warranty coverage, or a warranty claim, our Customer Support team is here to help.
    Email: support@komestone.com
    Thank you for choosing KomeStone!