01

Brand and scope of application

This policy applies to KAIYU products purchased through authorized retail channels, including Amazon, Walmart, and direct orders completed through getkaiyu.com when direct purchasing is available.

• Products purchased through an authorized retail channel
• Valid proof of purchase is required
• Unauthorized sellers may not qualify for full coverage

02

Warranty period

KAIYU products include a 12-month limited warranty beginning on the purchase date shown on the order record or invoice. When a product page states a different warranty term, the product-specific term applies.

03

What is covered

Under normal use conditions, eligible coverage includes:

• Manufacturing defects or material issues
• Functional failures not caused by misuse
• Performance issues under normal usage
• Quality-related defects that affect product usability

Available resolutions

• Free repair
• Replacement with the same or equivalent model
• Refund when applicable and necessary

The appropriate resolution is determined after the product issue, purchase record, and available evidence are reviewed.

04

What is not covered

• Damage caused by drops, impact, water, or other human factors
• Improper use or failure to follow instructions
• Unauthorized disassembly, modification, or repair
• Normal wear, scratches, or cosmetic aging
• Damage directly caused by incompatible, defective, or improperly used third-party accessories or components
• Force majeure events
• Products beyond the warranty period

05

Information required for a warranty request

• Order number or proof of purchase
• Description of the issue
• Clear photos or videos showing the problem
• Product serial number when applicable
• Customer contact information

Additional inspection information may be requested when it is reasonably necessary to assess the issue.

06

After-sales process

KAIYU normally reviews a complete request within 1–3 business days.

1. 1
   Initial assessment

   We review the product, purchase record, serial number, and issue description.

2. 2
   Coverage decision

   We determine whether the issue qualifies under the applicable warranty terms.

3. 3
   Proposed solution

   We provide the appropriate repair, replacement, refund, or troubleshooting option.

4. 4
   Customer confirmation

   The customer confirms the proposed resolution and any required return steps.

5. 5
   Resolution

   KAIYU completes the approved solution and provides relevant updates.

07

Return and refund policy

Amazon and Walmart purchases are generally handled under the return and refund rules attached to the original marketplace order. Direct orders completed through the KAIYU official website, when purchasing is available, may be eligible for return within 30 days of delivery.

Direct-order return conditions

• The return request is made within 30 days of delivery
• The product is returned in its original condition unless the return concerns a verified defect
• All included accessories and packaging are returned when reasonably available

Approved refunds are normally processed within 5–10 business days to the original payment method. Any applicable non-defective return shipping cost or restocking deduction will be disclosed before the return is authorized.

08

Shipping cost responsibility

• Verified product quality issue: eligible shipping costs are covered by KAIYU as confirmed during the support process
• Return for personal reasons: the customer is responsible for return shipping unless the original sales channel states otherwise
• Non-defective exchange: shipping charges may apply and will be confirmed before authorization

09

Special product conditions

High-value, customized, consumable, wearable, unsealed, or non-resellable products may have additional conditions. When applicable, product-specific conditions will be displayed on the relevant product page and will take priority for that product.