Returns

RETURN & REFUND POLICY Kyoritsu KEW India Instruments Pvt. Ltd. Effective Date: April 2026

1. Overview

Kyoritsu KEW India Instruments Pvt. Ltd. ("KEW India") is committed to ensuring that every customer receives genuine, high-quality Kyoritsu instruments. This Return & Refund Policy explains the conditions under which returns, replacements, and refunds are considered, and the process customers must follow. Please read this policy carefully before initiating any return.

2. Eligibility for Return

Returns are accepted only under the following conditions:

— The instrument received is different from the model ordered (incorrect item shipped). — The instrument arrives with a manufacturing defect or is Dead on Arrival (DOA) — meaning it does not function at all upon first use despite correct operation as per the user manual. — The instrument is physically damaged due to a transit/shipping incident, provided this is reported within 48 hours of delivery with photographic evidence.

Returns are not accepted for the following:

— Change of mind or ordering error by the customer. — Instruments that have been used, calibrated by a third party, or physically modified after delivery. — Damage caused by misuse, incorrect operation, overloading beyond rated specifications, or use in environments beyond the instrument's rated CAT category. — Instruments without their original packaging, accessories, manuals, and invoice. — Requests made beyond 7 days of the delivery date.

3. Mandatory Pre-Return Authorisation

No instrument may be returned or shipped to KEW India without prior written authorisation. Unauthorised shipments will not be accepted and will be returned to sender at their cost.

To initiate a return, customers must:

1. Email service@kew-india.co.in within 7 days of receiving the instrument.

2. Include in the email: customer name, organisation, invoice number, model number, serial number, a clear description of the issue, and photographs or video evidence of the defect or damage.

3. Wait for a written Return Merchandise Authorisation (RMA) confirmation from our service team before shipping anything.

Our service team will respond within 2–3 business days. We may request additional information or ask the customer to perform basic diagnostic checks before authorising a return.

4. Shipping the Instrument Back to KEW India

Once a return is authorised:

— The customer is responsible for all costs of shipping the instrument back to our service centre in Ahmedabad, India. — The instrument must be securely packed in its original packaging or equivalent protective packaging. KEW India is not responsible for any transit damage to instruments returned to us. — The RMA reference number provided by our service team must be clearly marked on the outer packaging. — We recommend using a trackable courier service. KEW India is not liable for instruments lost or damaged in transit during the return shipment.

Return shipping address (provided upon RMA confirmation): Kyoritsu KEW India Instruments Pvt. Ltd. #4, S P Nagar, Navrangpura, Ahmedabad — 380006, Gujarat, India.

5. Inspection and Assessment

Upon receipt of the returned instrument, our technical service team will inspect and assess it within 5–7 business days. The outcome will be one of the following:

— Replacement: if the instrument is confirmed defective or incorrectly supplied, we will ship a replacement unit to the customer at no additional cost. Return shipping of the replacement to the customer is covered by KEW India. — Repair under warranty: if the issue is covered under the 3-year Kyoritsu warranty, the instrument will be repaired and returned to the customer. Outward shipping of the repaired instrument is covered by KEW India. — Rejection of return: if the instrument is found to be in working condition, or the defect is attributable to misuse or customer damage, the instrument will be returned to the customer at their cost and no refund or replacement will be issued.

6. Refunds

Monetary refunds are issued only where a direct replacement or repaired instrument cannot be provided within a reasonable timeframe (typically 21 business days from receipt of the returned instrument). In such cases, a refund will be processed to the original payment method within 10 business days of the refund decision being communicated to the customer.

Refunds will not include the original outward shipping charges or any return shipping charges borne by the customer.

7. Warranty Claims

For instruments that develop a fault after the initial 7-day return window but within the 3-year Kyoritsu warranty period, please refer to our Warranty Policy and contact our service team at service@kew-india.co.in. Warranty claims are handled separately from this return policy and follow the process outlined on our After-Sale Service page.

8. Contact

For all return-related queries, contact our service team directly:

Email: service@kew-india.co.in Phone: +91-9824680404 Hours: Monday to Saturday, 9:30 AM – 6:00 PM IST