After Sales Policy
All standard KOXIAN models are available for free trial testing and come with a three-year warranty, a 7-day return policy, and a 30-day exchange policy. We also support issuing VAT invoices.
After Sales Commitment
Quality Assurance & Service Excellence
Free Testing
Standard models, free testing available
Rapid Delivery
Custom requirements, rapid delivery
3-Year Warranty
Three-year warranty, free of charge
30-Day Returns
30-day no-questions-asked returns
After-Sales Policy
Terms & Conditions
Invoice Information
All product prices on the website include shipping (except for remote areas in mainland China) and tax (VAT invoice).
7-Day Return Policy
- • Within 7 days from the date of sale (based on the warranty card signature date), customers may choose to repair, exchange, or return products due to non-human hardware failures.
- • Note: Returned products must include all complete parts as per the packing list, with no damage or scratches to the casing (if not provided, only exchange is available; gifts must be returned along with the product).
30-Day Exchange Policy
During the exchange period, customers must ensure that the packaging is intact, accessories are complete, and the machine appearance and warranty labels are undamaged.
3-Year Warranty Policy
- • 3 years (excluding human factors and force majeure): Year 1 is free warranty, Years 2-3 incur material costs.
- • Product quality issues within 7 days: eligible for return, exchange, or repair; within 15 days: eligible for exchange or repair. Seller bears the cost of repairs due to quality issues.
- • After 1 month: buyer bears shipping costs to send for warranty, seller bears return shipping costs. After 1 year: material costs apply for part replacement, buyer bears round-trip shipping (warranty shipping coverage: mainland China, excluding Hong Kong, Macau, Taiwan, and international).
Basic Return & Exchange Conditions
- Returned/exchanged products must maintain their original condition as received
- Products must be new with all accessories intact and undamaged; invoice and gifts must be complete
- Warranty cards and other documentation must be unfilled and free from any damage or folding
- Returned/exchanged products must have complete outer packaging, original items, and accessories
Non-Returnable/Non-Exchangeable Cases
- Product serial number does not match the agreed-upon number at time of sale
- Product warranty labels, body, packaging, or warranty card barcodes are altered, torn, moved, or illegible
- Purchase receipt or warranty card is altered, torn, or lost
- Machine damage caused by unauthorized disassembly, repair, or upgrade
- Machine damage caused by failure to use, maintain, or store according to product instructions
- Machine malfunction or damage caused by moving, dropping, collision, or compression showing human damage
- Missing product accessories or packaging with stains and severe compression marks
- Damage caused during return shipping due to improper packaging or handling
- Factory-sealed packaging has been opened
Return & Exchange Shipping Policy
Non-Merchant Responsibility:For returns/exchanges initiated by the buyer (e.g., wrong purchase), the buyer must bear all shipping costs. The buyer must return the product via express delivery at their own expense.
Product Quality Issues:Buyers must provide relevant proof of quality issues, confirmed in writing by authorized service centers. Operating system failures and pre-installed software errors are not considered quality issues. Product size, weight, color differences, materials, or subjective dissatisfaction are not considered quality issues.
Need Help?
If you have any after-sales questions, please feel free to contact our customer service team