After-Sales Policy

1 General Provisions

Thank you for purchasing the KAI Hand dexterous robotic hand developed by Shenzhen Kinetix AI Intelligent Technology Co., Ltd. (hereinafter referred to as “Kinetix AI,” “we,” “us,” or “our”), including the main unit, components, accompanying software, accessories, and related items. Please read this Policy carefully before using the Product so that you fully understand your legal rights, responsibilities, and safety information. By beginning to use the Product, including without limitation by unboxing, powering on, commissioning, or operating it, you acknowledge that you have carefully read, fully understood, and accepted all terms of this Policy.

• This After-Sales Service Policy applies only within mainland China. Products used in other countries or regions are subject to the applicable local after-sales service policy provided by Kinetix AI and to local laws and regulations.
• Kinetix AI may update or amend this After-Sales Service Policy in response to changes in its products, services, or applicable laws and regulations. The updated Policy will be published on the official Kinetix AI website at https://www.kinetixai.tech/ and will take effect on the effective date stated in the publication. Unless otherwise required by applicable laws and regulations or agreed by the parties, products purchased before an update will generally remain subject to the policy in effect at the time of purchase.
• This After-Sales Service Policy applies to Kinetix AI products purchased through Kinetix AI’s official direct sales channels or authorized sales channels for scientific research, education, business operations, or other end-use purposes, and not for resale. If a purchase agreement, order, or separate written agreement provides otherwise with respect to specific after-sales rights, the parties’ agreement will prevail.
• Kinetix AI reserves the right of final interpretation of this After-Sales Service Policy, subject to applicable laws and regulations.

2 Before Requesting Service

1. Where after-sales service involves replacement of a product, module, or part, the replaced product, module, or part will become the property of Kinetix AI. Only products, modules, or parts that have not been modified or subjected to secondary development are eligible for replacement.
2. A replacement product, module, or part may not be new, but Kinetix AI warrants that it will be in good working order and will provide functionality and performance no less than that of the item replaced. The replacement product or accessory will assume the remainder of the original warranty period and receive the same after-sales coverage during that period. Following an in-warranty replacement, the product or accessory will be assigned and bound to a new serial number (S/N).
3. By obtaining after-sales service under this Policy, you authorize Kinetix AI to store, use, and process log files necessary for the operation of the Product and its accompanying software, as well as your contact information, including without limitation your name, telephone number, mailing address, and email address. Kinetix AI may use this information to provide services under this Policy and related services, including after-sales satisfaction follow-up, product recalls, and safety notifications.
4. For the foregoing purposes, Kinetix AI may provide necessary information to relevant organizations in any country or region that are authorized to perform services on behalf of Kinetix AI. Kinetix AI may also disclose such information where required by applicable laws and regulations.

3 Exclusions from Free Warranty Service

The following circumstances are excluded from free warranty service. If any of these circumstances apply, you may still request official inspection and repair services on a paid basis:

1. Improper operation or use: Damage, destruction by impact or fire, or loss caused by human factors rather than a product defect; damage caused by installation, use, or operation contrary to the user manual; damage caused by use in harsh environments, including high humidity, high temperatures, strong winds, rain, sand or dust, or prolonged exposure to direct sunlight; damage caused by use in complex electromagnetic environments, including mining areas, near transmission towers, high-voltage lines, or substations, near strong sources of interference, or where interference occurs with other wireless equipment; damage caused by contact with or proximity to energized high-voltage equipment; damage caused by loads exceeding the static load capacity specified in the user manual; or damage caused by prolonged storage outside the conditions specified in the user manual.
2. Unauthorized hardware modifications: Failures or damage caused by the user’s modification of the hardware structure, low-level firmware, or safety-protection parameters, or by development through other methods not officially authorized, where inspection confirms a direct causal relationship between that conduct and the Product failure. Examples include, without limitation, unauthorized disassembly of motors, modification of transmissions or cables, soldering of printed circuit boards (PCBs), use of uncertified power supplies, bypassing current limits, disabling overtemperature protection, or modification of safety thresholds in low-level firmware. Damage caused by repairs performed without guidance from Kinetix AI after-sales personnel or an authorized service provider is also excluded.
3. Accessories and power-supply equipment: Damage caused by the use of chargers, battery packs, or other power-supply equipment not provided or specified by Kinetix AI; or damage arising from reliability or compatibility issues when the Product is used with third-party accessories not certified by Kinetix AI.
4. Data, logs, and identification labels: Loss of or damage to data caused by human factors; inability to provide log files relevant to an incident, or failure to retain such log files for reasons attributable to the user; or alteration, removal, destruction, or defacement of identification labels on the Product or its parts, including barcodes, model-information labels, liquid-ingress indicators, and tamper-evident labels.
5. Software-related issues: Where Kinetix AI’s official software, firmware, drivers, or SDKs are confirmed to contain an inherent defect, Kinetix AI will provide support as appropriate through a software update, patch, configuration adjustment, or other reasonable means. Damage caused by third-party software, user-developed programs, unverified algorithms, or unofficial system environments is excluded from free software-related warranty service.
6. Other circumstances: Damage or loss caused by force majeure, including fire, flood, earthquake, lightning, or war; items identified as consumables in the user manual; damage to products purchased under a preferential program solely for experiments, testing, training, or demonstration; or damage occurring during transshipment, mailing, loading, unloading, or other transportation arranged at your request.

4 Limitation of Liability

1. Kinetix AI will be responsible for loss of or damage to the Product only while the Product remains the property of Kinetix AI or while it is in transit under transportation for which Kinetix AI is responsible.
2. Kinetix AI will not be liable for the loss or disclosure of any data stored in the Product, including confidential, proprietary, or personal information.
3. Regardless of whether any remedy under this Policy fails of its essential purpose, and regardless of whether a claim is based on contract, warranty, negligence, strict liability, or any other theory of liability, Kinetix AI will not be liable for any of the following, even if advised of the possibility thereof:
4. Claims for damages asserted against you by any third party;
5. Loss, corruption, or disclosure of your data;
6. Any special, incidental, indirect, or consequential damages, including without limitation loss of profits, business revenue, goodwill, or anticipated savings.
7. Regardless of the basis of the claim, the aggregate liability of Kinetix AI and its affiliates, suppliers, distributors, and agents will be limited to the direct economic loss actually suffered by you and will not exceed the amount actually paid by you for the Product.
8. To the extent that Kinetix AI is not at fault, Kinetix AI will not be liable for personal injury or property damage resulting from your failure to follow the user manual, safety instructions, or warning labels, or from any unauthorized modification or secondary development of the product.

5 Types of After-Sales Service

Depending on when a Product failure occurs, the cause of the failure, the condition of the Product, and warranty eligibility, Kinetix AI may provide eligible Products with dead-on-arrival (DOA) replacement, warranty service, paid repair, or other after-sales services. The specific service category and resolution will be determined after Kinetix AI completes the necessary fault verification or inspection.

5.1 DOA Replacement Service

A Product purchased through Kinetix AI’s official direct sales channels or authorized sales channels may qualify for DOA replacement if, upon initial unboxing, installation, power-on, or basic functional testing conducted in accordance with the user manual, operating instructions, and technical guidance provided by Kinetix AI, the Product is found to have shipping damage, a product-quality defect, or another abnormal condition that materially impairs normal use.

For products purchased through a Kinetix AI authorized channel, the original sales channel will be the first point of contact for after-sales service. Where inspection, repair, or other manufacturer-level handling is required, the sales channel may coordinate with Kinetix AI to provide the necessary support.

Unless otherwise specified by the applicable sales channel, you may submit a replacement request to Kinetix AI within three calendar days after receipt of a KAI Hand series product, including a single-hand or dual-hand version, sensor, adapter mount, official power adapter, or other accessory purchased from Kinetix AI, if any of the following applies:

• After unboxing, the customer discovers that the product was damaged in transit and can provide a damage certificate or other evidence issued by the carrier;
• The delivered product materially differs, in one or more significant respects, from the description in the original user manual, promotional video, or brochure;
• The product itself has a failure not caused by the user.

When requesting the relevant after-sales service, please provide, to the extent possible, photographs, videos, or other supporting evidence showing the outer packaging, the damage to the product, the shipping label, and the condition of the shipment, so that responsibility can be assessed.

5.2 DOA Exclusions

• A replacement request is submitted after the replacement period specified by Kinetix AI, calculated from the day following receipt;
• The returned items are incomplete; the outer packaging, accessories, complimentary items, or manuals are missing or incomplete; or the Product’s appearance has been damaged by the user;
• Inspection by Kinetix AI technical support confirms that the Product has no quality defect;
• The customer cannot provide valid proof-of-purchase documentation, or such documentation has been forged or altered;
• The customer fails to ship the relevant items within three calendar days after confirming the replacement service with Kinetix AI;
• The item is a peripheral product that is not eligible for replacement;
• A replacement is requested for shipping damage, but no damage certificate or other evidence issued by the carrier is provided;
• Any other circumstance outside the scope of after-sales coverage.

5.3 Warranty Service

During the valid warranty period, you may apply for free warranty service under this Policy if the Product develops a performance failure or product-quality issue not caused by the user during normal use. If a purchase agreement, order, or other written agreement between the parties specifies a different warranty period, that agreement will prevail.

During the warranty period, where inspection confirms eligibility for free warranty service, Kinetix AI will provide repair, replacement of parts or modules, software or firmware remediation, or other after-sales service as appropriate. Eligibility for free warranty service will be determined by Kinetix AI based on an overall assessment of the Product’s condition, the reported failure, operating logs, inspection results, and relevant usage information.

Warranty Period

Products formally delivered by Kinetix AI, including the main unit, modules, accessories, and other deliverables supplied with the Product, are covered by a one-year limited warranty beginning on the date the Product is received.

Methods of Warranty Service

Where inspection confirms that an issue is covered by free warranty service, Kinetix AI may select one or more reasonable methods of service based on the specific failure, including without limitation:

Remote technical support;

Software or firmware updates;

Parameter restoration, reconfiguration, or calibration;

Product repair;

Replacement of faulty parts or modules;

Any other reasonable resolution agreed by the parties.

As a general rule, Kinetix AI will determine the appropriate resolution based on the nature of failure, feasibility of repair, and condition of the product.

5.4 Returns

Except where required by applicable law or agreed otherwise in writing, Kinetix AI generally does not accept product returns. Any return or replacement is governed by this policy and the applicable purchase contract, order, or written agreement.

5.5 Paid Repair

For a Product that is not eligible for free warranty service, is outside the warranty period, or has been damaged due to the user’s use, operation, or modification but remains repairable, Kinetix AI may offer paid inspection and repair based on the actual condition of the Product.

Eligibility

Paid repair may apply in circumstances including, without limitation:

• The Product is outside the valid warranty period;
• The failure or damage was caused by improper operation by the user;
• The failure was caused by unauthorized disassembly, modification, or repair;
• The failure was caused by power-supply equipment not specified by Kinetix AI, third-party accessories, or incompatible equipment;
• The damage was caused by use outside the Product’s specified environmental, load, or operating conditions;
• The requested service relates to normal wear and tear or replacement of a wear part or consumable;
• Inspection confirms another circumstance that is excluded from free warranty service under this Policy.

Inspection and Quotation

After receiving the product, Kinetix AI will conduct such inspection and fault analysis as it considers necessary in light of the circumstances.

If paid repair is required, Kinetix AI will provide a proposed repair solution and quotation based on the identified failure. Charges may include:

• Inspection fees;
• Parts or module costs;
• Repair labor charges;
• Logistics and transportation charges;
• Other reasonable charges agreed by the parties.

As a general rule, before incurring substantive repair costs, Kinetix AI will explain the proposed repair and estimated charges and will begin the paid repair after obtaining your approval.

Products for Which Repair Is Not Economically or Technically Feasible

If inspection confirms severe damage, an irreparable core structure, a lack of necessary spare parts, or repair costs that clearly exceed a reasonable repair value, Kinetix AI may recommend that repair not proceed and will inform you of the inspection results and any feasible alternatives.

Without your approval, Kinetix AI will generally not perform paid repairs beyond the scope of inspection reasonably necessary to diagnose the Product.

Limited Warrant Following Paid Repair

For parts replaced or repair work performed through official paid repair service, if the same failure recurs at the same repaired location within 30 days after the repaired Product is completed and received, and the recurrence is caused by the quality of that repair, Kinetix AI may provide reinspection and corresponding repair service.

6 Additional Service Information

• Typical repair time depends on the difficulty of the repair and is generally 7–14 business days, excluding inbound and outbound shipping.
• The customer pays inbound shipping. If the product qualifies for covered service, Kinetix AI pays inspection, repair, and return shipping. Otherwise, you may choose paid repair or return of the original Product, and all inspection, parts, labor, and shipping charges are borne by you.
• Repair may cause data loss. Back up all data before shipment.
• Do not return severely damaged, swollen, leaking, or ruptured batteries or cells. Such items may be disposed of and will not be returned. Return other damaged parts when requested so responsibility can be assessed.
• Kinetix AI is not responsible for loss or damage resulting from an incorrect address, failed delivery, or refusal of delivery. Products may be held for 20 calendar days after the last contact attempt or carrier return; unclaimed products may then be treated as abandoned to the extent permitted by law. If a Product is determined to have no repair value, Kinetix AI will notify you and return it to you.

7 How to Obtain Service

1. Contact the official customer-service number or your sales representative using the contact information published on the Kinetix AI website. Describe the issue in as much detail as possible.
2. After-sales technical staff will normally contact you within three business days by phone, email, or another communication channel. Cooperate with remote diagnosis where requested. If remote support cannot resolve the issue, return the product for further inspection.
3. The service process begins when you submit the request. By initiating service, you acknowledge that you have read this policy.

8 Safety and Compliance Statement

To protect personal safety and property and to ensure that the Product is used lawfully and compliantly, users must carefully read and comply with the user manual, safe-operating instructions, technical documentation, and all safety notices marked on the Product before installation, commissioning, operation, maintenance, or secondary development. Risks and liabilities arising from failure to follow the applicable operating requirements or from use outside the Product’s specified purpose will be determined based on the actual cause and applicable laws and regulations.

8.1 Intended Users

This Product is professional robotics and intelligent-hardware equipment and should generally be used only by adults who have the necessary operating competence and understand the relevant safety risks. Persons under 18 years of age must not operate the product independently. Store the product and its accessories securely to prevent children, minors, or other unauthorized people from accessing, starting, or operating it.

8.2 Safe Operation

Proper Use

Before using the Product, carefully read the user manual, operating instructions, and related technical materials, and strictly follow all safety warnings, operating requirements, and restrictions marked on the Product by labels, printing, laser engraving, or other means. Do not use the Product outside its intended purpose, rated parameters, load range, or environmental conditions.

Motion Safety

During operation, the fingers, joints, and other moving parts may create pinch, collision, crush, and other mechanical hazards. While the Product is moving, maintain a reasonable safe distance between the operating envelope and all persons, animals, and unnecessary objects. Before touching, installing, removing, adjusting, or inspecting the Product, stop operation and ensure that the Product is in a safe state.

Commissioning and Update Safety

When performing firmware updates, parameter configuration, motion calibration, zero-position calibration, control-program debugging, or any other operation that may cause unexpected Product motion, ensure that sufficient clearance is maintained around the Product and prevent persons, animals, and vulnerable property from entering its operating envelope.

Operator Fitness

Do not use, commission, or maintain the Product after consuming alcohol, after taking medication that may impair judgment or reaction time, while unconscious or extremely fatigued, or in any other condition that prevents safe operation.

8.3 Safety Requirements for Secondary Development

Secondary Development

KAI Hand supports secondary development only within the scope of SDKs, APIs, communication protocols, software tools, development interfaces, and technical documentation officially released by Kinetix AI. When conducting secondary development, users must adequately assess the safety risks associated with control policies, motion commands, the operating environment, and external equipment, and must implement appropriate safeguards.

Users must not bypass, disable, or modify the Product’s temperature protection, overcurrent protection, travel-limit protection, or any other mechanism related to safe operation. Where unauthorized modification of the hardware structure, low-level firmware, or safety-protection parameters, or development outside the officially released scope, is confirmed to have directly caused Product failure, personal injury, or property damage, the matter will be handled in accordance with the actual allocation of responsibility and applicable laws and regulations.

Third-Party Systems and External Equipment

Where the Product is used with a third-party robot body, controller, power-supply equipment, software system, algorithm, program, or other external equipment, the user is responsible for confirming that the relevant equipment and system satisfy the Product’s interface, electrical, communication, and safety requirements.

Any malfunction or damage caused by defects or compatibility issues in third-party equipment, software, algorithms, or user-developed programs, or by failure to comply with Kinetix AI’s published technical requirements, will be handled in accordance with the warranty and liability provisions of this Policy.

8.4 Trade and Regulatory Compliance

When purchasing, using, transferring, exporting, re-exporting, or otherwise disposing of the Product, users must comply with all applicable import and export controls, economic sanctions, trade restrictions, and other laws and regulations. The Product must not be used for any purpose that violates laws, regulations, public order, or accepted standards of morality, and must not be used directly or indirectly for terrorist activities, nuclear facilities, chemical or biological agents, espionage, military purposes, or the design, development, or production of weapons of mass destruction or their delivery systems, or for any other activity that endangers national security or national interests.

If a user or relevant transaction is restricted by applicable laws and regulations, trade restrictions, or sanctions, Kinetix AI may restrict, suspend, or terminate the provision of the relevant Product or service as required by law.

8.5 Allocation of Responsibility

Damage arising from a user’s violation of the user manual or safe-operating requirements, incorrect installation, prohibited operation, unauthorized modification, use outside the Product’s specified purpose, or other improper use will be borne by the responsible party in accordance with applicable law.

Where the damage is caused by an inherent product-quality defect or another circumstance for which Kinetix AI is legally responsible, the matter will be handled in accordance with applicable laws and regulations and the relevant agreements between the parties.

8.6 Policy Updates and Application

Subject to applicable laws and regulations, Kinetix AI reserves the right of final interpretation of this document. Any ambiguity in the interpretation of these terms should be resolved by the parties through good-faith consultation in accordance with principles of fairness. Kinetix AI may update, revise, or discontinue this statement from time to time without prior notice. Please refer to the information published on the official Kinetix AI website at https://www.kinetixai.tech/.