Overseas After-Sales Service Policy for Knives

1. Policy Purpose

To protect the legitimate rights and interests of overseas customers who purchase our knife products, standardize the after-sales service process, and improve customer satisfaction, this after-sales service policy is hereby formulated. This policy applies to all knife products sold by our company through overseas authorized distributors, official overseas e-commerce platforms, and overseas direct sales channels, and takes effect from the date the customer receives the product.

2. Service Commitments

1. Quality Guarantee Period

For all knife products purchased from our company, starting from the date of customer receipt, household knives enjoy a 12-month quality guarantee period, and industrial professional knives enjoy a 6-24 month quality guarantee period (subject to the product manual for specific details). Within the guarantee period, if the product fails to function normally due to its own material defects or manufacturing process issues, our company will provide free repair, replacement, or return services.

2. Response Time

After a customer submits an after-sales application, our overseas after-sales service team will complete the application review within 1-3 working days and feedback the handling plan to the customer via email or phone.

3. Service Transparency

Throughout the after-sales service process, our company will promptly update the customer on the progress (such as repair progress, replacement logistics information, etc.) to ensure the customer has a clear understanding of the after-sales handling status.

3. Scope of Application

1. Covered Products

Including but not limited to household kitchen knives (cleavers, fruit knives, scissors, etc.), industrial processing knives (milling cutters, turning tools, drill bits, etc.), and outdoor knives (multi-functional folding knives, survival knives, etc., which must comply with the laws and regulations of the sales destination country/region).

2. Excluded Situations

The following situations are not covered by this policy, and our company may refuse to provide free after-sales services:

• Product damage caused by improper use by the customer (such as using the product beyond its designed purpose, failing to maintain it in accordance with the manual, etc.);
• Product problems caused by force majeure (such as natural disasters like earthquakes, fires, floods, or damage caused by violent transportation by third-party logistics during transportation);
• Malfunctions caused by the customer's self-disassembly or modification of the product;
• Lack of valid purchase vouchers (such as invoices, order screenshots, etc.) or mismatch between the product serial number and the purchase record;
• Products that have exceeded the quality guarantee period;
• Products that cannot be repaired, replaced, or returned due to restrictions imposed by the laws and regulations of the sales destination country/region (such as controlled knives).

4. Specific After-Sales Service Contents

1. Repair Service

1. If the product malfunction can be resolved through repair, the customer may send the product back in accordance with the after-sales application process (the customer shall bear the return shipping cost, and our company shall bear the shipping cost for sending the product back to the customer after repair);
2. Our company will complete the repair within 5-7 working daysafter receiving the product. If parts need to be replaced during the repair process, original genuine parts will be used;
3. The repaired product will continue the remaining duration of the original quality guarantee period. If the same malfunction occurs again within 30 daysafter repair, our company will provide the customer with a free replacement of a new product.

2. Replacement Service

1. If the product malfunction cannot be repaired, or the repair cost exceeds the product value, our company will provide the customer with a free replacement service, and the replacement product will be a new product of the same model and specification;
2. The customer shall send the defective product back to our company's designated overseas warehouse. After the staff confirms that the malfunction is true and meets the replacement conditions, the new product will be shipped within 3-5 working days. The customer shall bear the shipping cost for sending back the defective product, and our company shall bear the shipping cost for sending the new product;
3. If the same-model product has been discontinued, our company will negotiate with the customer to replace it with another model of equal or higher value, without requiring the customer to pay an additional price difference.

3. Return Service

1. If the customer discovers a serious quality problem with the product (such as cracking, severe blade chipping, etc.) within 7 daysof receiving the product, and the problem cannot be resolved through repair or replacement, the customer may apply for a return;
2. The customer shall provide photos or videos of the product problem. After our company's review and approval, the defective product shall be sent back to the designated warehouse. After our company confirms receipt of the product, that it is undamaged, and that it does not affect secondary sales (except for quality problems), the full purchase price paid by the customer (including the product price and the original shipping cost paid by the customer) will be refunded within 5-7 working days;
3. The returned product must be kept in its original packaging with complete accessories (such as manuals, warranty cards, gifts, etc.). If accessories are missing, the corresponding cost will be deducted from the purchase price based on the value of the missing accessories.

4. Technical Support Service

1. To help customers correctly use and maintain knives, our company provides 24/7 overseas technical support services. Customers can consult about usage skills, maintenance methods, and other issues through the official email, overseas customer service hotline, or online customer service platform;
2. For customers of industrial knives, our company can arrange professional technical personnel to provide customized technical solutions such as knife selection and application scenario adaptation through video conferences or on-site guidance (the customer shall bear the travel expenses of the technical personnel).

5. After-Sales Application Process

1. Submit Application

The customer shall fill out the After-Sales Application Form through the "After-Sales Service" section on our company's official overseas website, the official WeChat public account (overseas version), or by contacting the overseas authorized distributor, and upload valid purchase vouchers, photos/videos of the product problem, and the product serial number (if available).

2. Review and Confirmation

Our after-sales team will review the application materials within 1-3 working days. If the materials are incomplete, the customer will be notified to supplement them; if the review is approved, a After-Sales Handling Plan Confirmation Letter will be sent to the customer, specifying the service type (repair/replacement/return), return address, and precautions.

3. Return the Product

The customer shall send the product back to the designated address in accordance with the requirements within 7 working days after receiving the Confirmation Letter, and inform our after-sales team of the logistics tracking number after sending the product.

4. Handling and Feedback

After receiving the product, our company will carry out repair, replacement, or return processing in accordance with the specified service type, and feedback the progress to the customer in real time.

5. Complete the Service

After the repaired/replaced product is sent back to the customer or the return payment is credited to the customer's account, the after-sales team will notify the customer via email. This after-sales service will be completed after the customer confirms that there is no objection.

6. Disclaimer

1. If the after-sales handling is delayed due to the customer's failure to submit the after-sales application materials in accordance with the requirements of this policy or delayed return of the product, the customer shall bear the responsibility;
2. If the product cannot be returned or shipped normally due to the customs policies, tariff regulations, etc., of the sales destination country/region, our company will assist the customer in communication, but shall not bear the relevant taxes and fees or losses caused by policy restrictions;
3. If the product is lost or damaged again due to logistics reasons during the process of the customer returning the product, our company shall not be liable, and the customer shall negotiate with the logistics company for compensation on their own;
4. For products that have exceeded the quality guarantee period, our company may provide paid repair services. The repair costs and shipping costs shall be borne by the customer. The specific costs will be informed to the customer after evaluation based on the product malfunction situation, and the repair will be carried out only after the customer's confirmation.

7. Policy Update and Interpretation Right

1. Our company will update this after-sales service policy in a timely manner based on changes in overseas market demands, laws and regulations, and product upgrades. The updated policy will be announced 30 days in advance through the official overseas website and authorized distributor channels, and will take effect automatically after the announcement period expires;
2. Our company reserves the final right to interpret this policy. If the customer has any objection to the after-sales service, they may negotiate with our company through the overseas customer service hotline or official email. If the negotiation fails, the dispute resolution method agreed in the sales contract (such as arbitration or litigation) shall be followed.

（注：文档部分内容可能由 AI 生成）