Warranty Policy

1) Statutory Rights for Customers in Hong Kong

Where Hong Kong consumer and sale-of-goods law applies to a transaction, statutory rights may arise independently of any commercial warranty offered by New kenshi.

Sale of Goods Ordinance (Cap. 26)

Under the Sale of Goods Ordinance (Cap. 26), goods supplied in the course of business are subject to statutory implied terms which may include requirements that the goods:

• Correspond with their description;
• Are of merchantable quality;
• Are reasonably fit for their ordinary purpose and, where the legal requirements are satisfied, any particular purpose made known to the seller;
• Correspond with a sample where the sale is made by sample.

In assessing merchantable quality, relevant factors may include the description of the goods, their price and other circumstances. Quality may include matters such as appearance and finish, freedom from defects, safety and durability.

Consumers are entitled to a reasonable opportunity to examine goods after delivery before they are treated as having accepted them under the applicable rules.

Defective or Non-Conforming Goods

If goods fail to comply with an applicable statutory implied condition, the customer may have rights under Hong Kong law which can include rejecting the goods and seeking a refund where the legal conditions for rejection are satisfied.

If the goods have already been legally accepted, the remedies available may differ and can include a claim for damages or another remedy available under the contract or applicable law.

Repair or replacement may also be offered by New kenshi where appropriate, including under the commercial warranty described below, without limiting any statutory remedy available to the customer.

2) New kenshi Commercial Warranty (Lifetime warranty)

In addition to any statutory rights that may apply, New kenshi offers a commercial warranty lasting Lifetime warranty, starting from the purchase date shown on the invoice or other proof of purchase.

What is covered

• Manufacturing defects;
• Material defects that are not caused by normal wear or customer misuse;
• Assembly or structural defects attributable to manufacturing;
• Abnormal premature deterioration occurring during normal and intended use;
• Other defects expressly covered by the commercial warranty applicable to the product.

What is not covered

• Normal wear and tear resulting from ordinary use;
• Damage caused by misuse, neglect or use contrary to the product's intended purpose;
• Damage caused by failure to follow applicable use, maintenance or safety instructions;
• Accidental damage, impacts, drops or other external damage occurring after delivery;
• Unauthorised modifications or repairs where they caused or materially contributed to the issue;
• Improper cleaning, maintenance or storage where it caused or materially contributed to the issue;
• Products not purchased on New kenshi, where this commercial warranty is expressly limited to purchases made through New kenshi.

These exclusions apply only to the extent that the excluded circumstance caused or materially contributed to the issue.

They do not exclude or restrict a statutory right or remedy where such a right applies independently under Hong Kong law or another applicable mandatory law.

Duration

The commercial warranty lasts Lifetime warranty from the purchase date shown on the New kenshi invoice or other accepted proof of purchase.

Repair or replacement does not automatically extend or renew the original commercial warranty period unless the warranty terms expressly provide otherwise, applicable law requires otherwise, or New kenshi agrees otherwise in writing.

3) Eligibility Conditions

To make a claim under the New kenshi commercial warranty, the following conditions normally apply:

• The purchase was made on New kenshi, where the warranty is limited to purchases made through this website;
• The product was used properly and for its intended purpose;
• Proof of purchase is reasonably available, such as an order number, invoice, payment record or other reliable evidence of purchase;
• The issue is reported within the applicable commercial warranty period;
• Clear photographs or videos are provided where reasonably available and useful for assessing the issue.

A procedural requirement under the commercial warranty does not exclude or restrict any statutory consumer right that cannot lawfully be made subject to that requirement.

4) Claim Procedure

1. Send an email to contact@kenshiblades.com with the subject line: “Warranty – order number”.
2. Include:
   • Your order number or other proof of purchase;
   • The purchase date;
   • A detailed description of the issue;
   • The date on which the issue first appeared or was discovered.
3. Attach, where reasonably available:
   • Photographs or videos of the complete product;
   • Close-up photographs or videos clearly showing the issue.

We aim to provide an initial response within 48 business hours with appropriate instructions. These may include further diagnosis, repair, provision of a replacement part, exchange, return or another appropriate solution.

This prior-contact requirement is intended to prevent products from being sent to an incorrect warehouse and to facilitate claim handling. It does not remove or restrict a statutory right or remedy that cannot lawfully be restricted.

5) Solutions Provided

The appropriate solution depends on whether the claim falls under the New kenshi commercial warranty, an applicable statutory right, or both.

Depending on the circumstances, possible solutions may include:

1. Repair or provision of a replacement part where reasonably appropriate;
2. Exchange for an identical product or, where appropriate, an equivalent product;
3. A price reduction, partial refund or full refund where appropriate;
4. Acceptance of a lawful rejection of the goods and reimbursement where the requirements for rejection under applicable law are satisfied;
5. Damages or another remedy where required by applicable law.

Transport Costs

If a claim is accepted under the New kenshi commercial warranty, New kenshi will cover reasonable return and reshipping costs in accordance with the instructions provided by customer service.

If a customer incurs an authorised expense that New kenshi has agreed or is legally required to reimburse, proof of payment should be sent to contact@kenshiblades.com together with the order number and claim reference.

A parcel returned without prior contact or to an address not provided by customer service may experience processing delays. This does not remove a statutory right or remedy.

If an issue is not covered by the commercial warranty and no statutory remedy applies, New kenshi may, at its discretion, offer another solution such as a replacement part, discount or preferential replacement option.

6) Damaged, Missing or Incorrect Product Upon Delivery

Please report a missing, damaged, defective or incorrectly supplied product to contact@kenshiblades.com as soon as reasonably possible and, where available, include photographs or videos of the product and packaging.

We recommend reporting visible delivery damage within 48 hours so that any carrier investigation can begin promptly.

This requested reporting period is intended solely to facilitate investigation and does not shorten or replace any statutory period or right that may otherwise apply.

Depending on the circumstances, available solutions may include repair, replacement, provision of a replacement part, price reduction, refund or another remedy required by applicable law.

The return address is not necessarily the company's registered office. The appropriate return address will be provided by customer service after the case has been reviewed.

7) Territorial Scope

The New kenshi commercial warranty applies to eligible orders delivered to United States, United Kingdom, Canada, Australia, New Zealand..

For customers in Hong Kong, any applicable statutory rights under Hong Kong law operate independently of this commercial warranty.

The expiry of the commercial warranty does not itself extinguish a right or claim that continues to exist under applicable law.

8) Warranty Provider and Contact

9) Complaints and Dispute Resolution

If a warranty or product complaint cannot be resolved directly with New kenshi, a customer in Hong Kong may seek assistance from an appropriate consumer body or pursue any court or tribunal remedy available under applicable law.

Hong Kong Consumer Council

The Hong Kong Consumer Council accepts eligible consumer complaints concerning goods and services and may assist through conciliation. Customers are encouraged to contact New kenshi first at contact@kenshiblades.com so that we have an opportunity to resolve the matter directly.

Small Claims Tribunal

Where the Hong Kong Small Claims Tribunal has jurisdiction, it deals with certain monetary claims, including consumer claims and claims concerning goods sold, for amounts not exceeding HK$75,000.

Whether a particular cross-border dispute involving a seller established outside Hong Kong falls within the jurisdiction of a Hong Kong court or tribunal depends on the circumstances and applicable jurisdictional rules.

Nothing in this Warranty Policy prevents a customer from using a competent court or tribunal where they are legally entitled to do so.

10) Additional Consumer Rights for Hong Kong

10.1) Sale of Goods Ordinance (Cap. 26)

Where the Sale of Goods Ordinance applies, goods sold by description must correspond with their description.

Where goods are sold in the course of business, the Ordinance implies conditions concerning merchantable quality and, where the relevant requirements are satisfied, reasonable fitness for a particular purpose made known to the seller.

Where goods are sold by sample, applicable statutory conditions relating to conformity with the sample also apply.

10.2) Merchantable Quality

Merchantable quality is assessed in light of the description of the goods, their price where relevant and all other relevant circumstances.

Relevant aspects of quality may include fitness for ordinary purposes, appearance and finish, freedom from defects, safety and durability.

Different rules may apply to defects specifically drawn to the customer's attention before the contract is made or, where the customer examined the goods before purchase, defects that the examination ought reasonably to have revealed.

10.3) Examination, Acceptance and Rejection

A buyer who has not previously examined the goods is entitled to a reasonable opportunity to examine them for the purpose of determining whether they comply with the contract.

Where goods breach an applicable statutory condition and have not been legally accepted, the buyer may in appropriate circumstances reject them and seek reimbursement.

Customers should notify New kenshi promptly after discovering a material problem if they intend to reject the goods.

Once goods have been accepted for the purposes of the Sale of Goods Ordinance, the remedies available for a breach may differ from those available before acceptance.

10.4) Consumer Exemption Clauses

Where a customer deals as a consumer and Hong Kong's Control of Exemption Clauses Ordinance (Cap. 71) applies, liability for breach of the statutory obligations concerning correspondence with description or sample, merchantable quality and fitness for purpose cannot be excluded or restricted by a contractual term.

Accordingly, commercial warranty exclusions in this policy apply only to the voluntary Lifetime warranty warranty and do not override non-excludable statutory protections.

10.5) Trade Descriptions and Warranty Representations

Product descriptions, specifications, pricing statements, warranty representations and after-sales information provided by New kenshi must not be false or misleading where the applicable provisions of Hong Kong's Trade Descriptions Ordinance (Cap. 362) apply.

Nothing in this Warranty Policy permits New kenshi to provide false or misleading information concerning the existence, duration, scope or terms of a warranty or after-sales service.

10.6) Commercial Warranty

The Lifetime warranty commercial warranty is a contractual promise provided in addition to statutory protections that may apply.

The scope and duration of this commercial warranty are determined by the warranty terms stated in this policy and any additional warranty information expressly provided with the relevant product.

Hong Kong law does not impose one universal fixed statutory warranty period for every type of consumer product. Statutory claims and remedies depend on the nature of the contractual breach, the applicable law and the circumstances of the transaction.

10.7) Proof of Purchase

Customers should retain their order confirmation, invoice or other proof of purchase to facilitate a claim.

Where reasonably possible, New kenshi may accept other reliable evidence demonstrating the relevant purchase, such as the order number or transaction record.

10.8) Complaints

Customers should first submit a complaint to New kenshi at contact@kenshiblades.com with sufficient details for the matter to be investigated.

If the complaint cannot be resolved directly, an eligible consumer may contact the Hong Kong Consumer Council for advice or conciliation assistance.

Suspected false trade descriptions or prohibited unfair trade practices may also fall within the enforcement responsibilities of the Hong Kong Customs and Excise Department under the Trade Descriptions Ordinance.