Return Policy

1. All products sold are non-refundable and non-exchangeable unless there is a quality issue.

2. All products come with a 1-year free warranty service. For detailed terms and conditions, please refer to the “Product After-Sales Service” section.

Product After-Sales Service

1. Products purchased in Malaysia are entitled to a 1-year warranty period from the date of sale. The warranty period begins from the invoice date issued by K·KOU (Malaysia) Sdn. Bhd. Products purchased through any non-official K·KOU Malaysia channels are not eligible for warranty service in Malaysia.

2. During the warranty period, under normal usage conditions, any malfunction or damage caused by product quality issues will be repaired free of charge or replaced with necessary parts by our company. Customers may contact our service email (service.my@ki-kou.com) or visit an official K·KOU Malaysia service centre for repair. Customers should not attempt to repair the product by themselves.

3. Customers are required to properly keep the product warranty card and the official purchase invoice issued at the time of purchase. These documents must be presented as proof when requesting repair services.

4. The following situations are not covered under the free warranty service. However, paid maintenance and repair services may still be provided:

  • Failure to provide valid proof of purchase, warranty card, or other documents proving that the product is within the warranty period; or any mismatch or alteration of the product model information on the invoice, warranty card, or repaired product.
  • Malfunctions or damages caused by incorrect installation, operation, or maintenance.
  • Malfunctions or damages caused by using the product in violation of the instructions, including but not limited to usage outside the specified operating environment.
  • Malfunctions or damages caused by improper storage, such as accidental drops or impacts.
  • Malfunctions or damages caused by unauthorized disassembly, repair, or modification.
  • Malfunctions or damages caused by accidents, natural disasters, or force majeure events.
  • Malfunctions or damages caused during transportation due to improper packaging or handling when sending the product for repair.
  • Other malfunctions or damages not caused by product quality issues.
  • After the warranty period expires, paid repair and maintenance services will be provided.

5. K·KOU (Malaysia) Sdn. Bhd. reserves the right of final interpretation and modification of these after-sales service terms.