Shandong Kaer Electric Co., Ltd. supplies communication devices and smart terminals to international B2B customers. This policy applies to products purchased directly from KAER. Terms stated in the quotation, pro forma invoice, purchase agreement, or other documents for a specific order will take precedence.

1. Returns and Refunds

KAER does not accept returns or refunds for reasons unrelated to product quality.

This includes a change of mind, revised project requirements after order confirmation, incorrect product selection by the customer, or other non-quality-related reasons.

2. Quality Issues and Technical Support

If you identify a possible product quality issue, please contact your KAER sales representative and provide information such as:

• Product model and serial number
• Order or invoice information
• Description of the issue
• Photos or videos showing the problem
• Relevant device logs or configuration information

Our sales and technical teams will review the information, identify the possible cause, and determine whether the issue can be resolved remotely.

3. Warranty Period

KAER products are covered by a 12-month limited warranty.

The warranty period begins on the date the customer receives the relevant shipping document, such as the bill of lading, air waybill, or courier waybill, unless a different warranty period or start date is agreed in writing for a specific order.

4. Warranty Coverage

The warranty covers defects in materials or workmanship that occur under normal use and within the product’s specified operating conditions.

KAER will review the information provided and inspect the product where necessary before confirming warranty coverage.

5. Warranty Exclusions

The warranty does not cover damage or malfunction caused by:

• Accidents, misuse, abuse, or improper handling
• Improper installation, operation, maintenance, or storage
• Use outside the product’s specified operating conditions
• Unauthorized disassembly, repair, modification, or alteration
• Incompatible or unsuitable accessories, power supplies, software, or equipment
• Liquid ingress, sand, dust, or environmental exposure beyond the product’s specified protection rating or operating conditions
• Power surges, fire, flooding, or other external causes

Normal wear and cosmetic damage that do not affect product functionality are not considered manufacturing defects.

6. Return Authorization

If further inspection is required, KAER will provide return instructions after review by our sales and technical teams.

Please do not return any product without prior authorization.

Returned products must be properly packed and shipped according to the confirmed instructions. Customers should provide the requested product and shipment information so that the goods can be identified and processed correctly.

Return shipping arrangements and costs will be confirmed before the product is shipped back.

7. Resolution of Confirmed Quality Issues

Once a quality issue has been verified, the solution will be determined according to the nature of the issue, warranty status, and product condition.

Possible solutions include:

• Remote technical support
• Repair
• Replacement
• Spare parts
• Another solution agreed by both parties

A refund is not automatic. If a refund is agreed for a confirmed quality issue, it will be handled according to the specific circumstances and confirmed in writing.

8. Contact Us

For product quality, warranty, returns, or after-sales support, please contact your KAER sales representative or:

Shandong Kaer Electric Co., Ltd.
Email: vicky@kaer.cn
Address: No. 58, Dalian Road, Weihai, Shandong, China