Dear Valued Customer,
Thank you for using the Kinco series products provided by Shenzhen Kinco Electric Co., Ltd. (hereinafter referred to as "we"). To better serve you, please carefully read these After-Sales Service Terms. We will provide you with a detailed explanation and interpretation of all provisions regarding after-sales service. Important relevant content will be highlighted in bold to draw your attention. On this basis, you should pay attention to the clauses concerning your rights and obligations, and have an accurate and unambiguous understanding of the legal implications of these terms. When you sign a sales contract for Kinco series products with us, such action, together with the contract terms, signifies that you have fully read, understood and accepted all contents of these After-Sales Service Terms.
After-Sales Service Commitment
Kinco® products: 6-month free replacement, 18-month warranty, and lifetime maintenance support.
400 Technical Support Hotline (400-700-5281) and Online Support (www.kinco.cn).
Specific Terms and Provisions
一、Clients & Partners
The service contents specified in these After-Sales Service Terms apply to human-machine interfaces (HMIs), PLCs, stepper and servo drives, frequency inverters and other products bearing the Kinco trademark, manufactured by Shenzhen Kinco Electric Co., Ltd. and sold in the domestic market.
二、Six-month replacement warranty
Within six months from the date of product sale, if the product experiences non-artificial malfunctions that affect its core performance and cannot receive timely maintenance services (please refer to the maintenance service period below), customers may submit a product replacement request to us, and we will provide you with a replacement of the same model.
Note: Regarding the calculation of the replacement warranty period: If the customer can provide valid proof of the exact sales date, the replacement warranty period shall commence from the sales date. If the customer fails to provide valid proof of the sales date, the replacement warranty period shall be calculated based on the manufacturing date.
三、18-month warranty
Note: 1. If the label stating "Warranty void if removed" is damaged or torn off by the customer, it will be regarded as man-made damage and is not covered under warranty. We appreciate your understanding.
2. Regarding the calculation of the warranty period: if the customer can provide valid proof of the exact sales date, we will calculate the warranty period starting from the sales date. If the customer is unable to provide valid proof of the sales date, we will calculate the warranty period based on the manufacturing date.
四、Full-Life Cycle Maintenance
From the date of product sale, we commence providing customers with full‑life maintenance services. For faulty products that are within the warranty period but do not meet the warranty conditions, as well as products beyond the warranty period, we provide paid repair services. We will arrange for product repair only after the customer confirms acceptance of the repair cost. The detailed provisions governing repair services are set forth in the following clauses. For the purpose of this clause, the “date of product sale” shall be deemed the date of Kinco’s shipment of the product, unless otherwise specifically agreed.
Maintenance Object
The after-sales service terms set out herein apply to the repair services for human-machine interfaces, PLCs, stepping servo systems, frequency inverters and other products bearing the Kinco trademark, which are distributed in the domestic market.
Maintenance Cycle
The repair turnaround time for Kinco HMI series products is 3 working days. The repair turnaround time for Kinco PLC series products and Kinco stepping servo drives is 5 working days. The repair turnaround time for Kinco inverter series products is 7 working days. For standard servo motors (model codes starting with SM), the repair turnaround time is 15 working days. For standard stepping motors with model codes starting with 2S42 and 2S57, the repair turnaround time is 3 working days; for other standard stepping motors, it is 15 working days.
If you consider the motor repair turnaround time too long, we offer the following optional solutions:
1. Replace with a motor of similar condition whenever possible.
2. Purchase a sample unit at a discounted price.
Our service technicians will provide detailed explanations on specific cases during the repair process.
The repair turnaround time refers to the period from when our technicians receive the defective unit to when the repaired unit is dispatched, excluding weekends, holidays, transportation time, and the time required for processing repair fees. The time for processing repair fees means the period from when we notify the customer of payment to when technicians receive the payment slip or the signed RMA Service Status Form returned by the customer. For defective products that cannot be repaired in a short period due to special circumstances, we will confirm a separate repair turnaround time with you on a case-by-case basis.
Maintenance Process
1. Confirm Whether Your Product Is Under Warranty
All Kinco series products are labeled with a unique serial number (S/N) on the casing, which indicates the manufacturing date. You may verify the warranty status of your product using the above method. If you are unable to confirm, please contact the technical support engineers of our company.
For repaired products, we provide a 1-year warranty on the repaired or replaced components, effective from the date of repair.
2. Confirm Whether Your Product Is Covered Under Warranty
Products within the replacement or warranty period are eligible for corresponding replacement or warranty services, excluding failures caused by the following conditions:
1）Product failures resulting from force majeure events such as fire, flood, electric shock, earthquake, etc.
2）Damage including cracked touch panels, broken LCD displays, or severely burned electronic components on circuit boards caused by industrial accidents, misuse, or abuse (i.e., operation not in accordance with the usage methods, environment, and precautions specified in the product installation manual).
3）Product failures caused by disassembly, repair, or modification by unauthorized personnel; severe damage or deep scratches on the product casing due to improper installation by the customer.
Products within the warranty period and not falling into the above categories are covered under our warranty service. For products damaged due to the above reasons, we provide chargeable repair services. We appreciate your understanding.
3. Confirm the Repair Location
We currently operate repair centers in Shenzhen, Shanghai, and Changzhou (Changzhou handles motor repairs only). Contact information is as follows:
1）Shenzhen Repair Department Address：2nd Floor, No. 3, Zone A, Tangtou No.3 Industrial Park, Shiyan Street, Bao’an District, Shenzhen, Guangdong Province
Tel：0755-86238666-8001/8052 Fax：0755-26616372 Postal Code：518057 Attn: After-Sales Repair Department
2）Shanghai Repair Department Address：3rd Floor, North Side, Building 3, No. 5709 Shenjiang Road / No. 26 Qiuyue Road, China (Shanghai) Pilot Free Trade Zone
Tel：86-021-68798588 Fax： 021-68797688 Postal Code：201203 Attn: After-Sales Repair Department
3）Changzhou Repair Department Address：Address: 1st Floor Warehouse, No. 128 Qinling Road (north of Hehai West Road, east of Qinling Road), Xinbei District, Changzhou, Jiangsu Province
Tel：0519-86027322 Postal Code：201203 Attn: After-Sales Repair Department
Note: All motor repairs must be sent to the Changzhou Repair Department; other departments do not service motors.
Due to hidden courier information, please include a note inside the package specifying the failure symptom, contact person, telephone number, and return address to ensure timely communication. For any updates, please visit our official website: www.kinco.cn for the latest repair center contact details.
4. Confirm Repair Costs
For products within the warranty period and covered under normal warranty: Damage caused by human factors: Only the cost of components will be charged; no labor service fee. Damage not caused by human factors: Free of charge.
For products out of warranty: Repair fees will include component cost plus a reasonable service charge, with a formal quotation provided by our engineers.
5.Repair Procedure
Upon receiving your returned product, our engineers will conduct inspection promptly and complete the RMA Repair Status Form with inspection results and pricing details. Processing is divided into two categories:
1）Non-chargeable repairs, after completion, the repaired product (with the RMA Repair Status Form enclosed) will be returned to you directly (in accordance with any special agreements). The turnaround time from receipt to shipment will not exceed our regulated repair cycle.
2）Chargeable repairs, The RMA Repair Status Form and payment account details will be faxed to you. Please review the form; if you accept the quoted fees and payment terms, please arrange payment and return the remittance slip. Upon receipt of your remittance slip, we will return the repaired product (with the RMA Repair Status Form enclosed) within the regulated repair cycle.
For customers with special billing agreements, please sign and return the RMA Repair Status Report upon receipt. We will then ship the repaired product within the regulated period.
For chargeable repairs:
a）Unless otherwise agreed, please return the remittance slip within 5 working days. Failure to do so will result in delayed processing to the next repair cycle, calculated from the date the RMA form is faxed.
b）Unless otherwise agreed, if payment is not received within 30 working days from the date the RMA form is faxed, the faulty product will be returned to you.
6. Shipping Costs
Customers are responsible for shipping costs of returning faulty products to Kinco After-Sales Repair Departments. Kinco shall bear the return shipping costs of repaired products to customers.
五、Customer Notes
1. To better serve you, please include a fully completed Product After-Sales Service Registration Form (available in the product documents or downloadable from www.kinco.cn) when returning the product. Please describe the failure symptoms in detail to facilitate quick and accurate repair, and provide complete contact information for timely return delivery.
2. Please back up programs and parameters before sending the product for repair, as these settings may not be retained after service.
3. As our products are precision electronic devices, please use safe and reliable packaging and transportation to avoid further damage. We recommend purchasing transportation insurance. Kinco shall not be liable for losses caused by transportation incidents or force majeure during transit. Thank you for your understanding.
4. If you do not receive feedback within one week after sending the product, please contact the repair department to prevent loss during transit.
These Kinco® Series Product After-Sales Service Terms may serve as an attachment to the sales contract signed between you and our company. Copyright © Shenzhen Kinco Electric Co., Ltd. We reserve the right to interpret these service terms within the scope permitted by law.
Shenzhen Kinco Electric Co., Ltd.
May 8, 2025
