Warranty and Repairs

Thank you very much for choosing KEM for your analysis technology needs.
All KEM products and components are manufactured in accordance with their respective specifications and are shipped only after rigorous quality testing. In the unlikely event that a product defect or malfunction attributable to our company occurs within the warranty period, we will promptly and respectfully provide a free replacement or repair.

1) Unless otherwise specified, the standard manufacturer’s warranty period for the main product shall be one year from the date of receipt by the customer or the date of installation completion.
2) The standard manufacturer’s warranty period for parts replaced during scheduled inspections shall be three months from the date of inspection completion.
3) The standard manufacturer’s warranty period for repair parts and consumable parts shall be three months from the date of part receipt by the customer. However, this applies only if the components are unopened and have an initial malfunction.
4) The standard manufacturer’s warranty period for parts repaired or replaced shall be the longer of the following: three months from the date of repair completion or replacement, or the remaining free warranty period of the product.
5) For malfunctions occurring during the standard manufacturer’s warranty period, please contact your local authorized KEM dealer or distributor making sure to have the product and warranty certificate on hand to assist in the provision of information necessary for the inquiry process. If the warranty certificate cannot be supplied, the repair may be subject to charges.

1) The method of the provision of services covered by the standard manufacturer’s warranty (such as repair work or replacements) shall be determined at KEM’s discretion.
2) The standard manufacturer’s warranty might not apply to products that have had their working lifespan affected by operation environment, storage environment, usage method, etc.

The following cases are not covered by the standard manufacturer’s warranty, even during the warranty period, and will require paid repair:

1) When repairs, modifications, or part replacements are performed by individuals other than KEM-authorized service staff or our authorized dealers or distributors.
2) If parts other than those specified by KEM are used.
3) Malfunctions caused by use, storage, or environmental conditions that deviate from the scope of those specified in the product’s operation manuals, specifications, or product catalog.
(Examples: dropping, submersion, excessive force, corrosion or clogging caused by samples, malfunctions caused by the use or storage of other equipment, wear, battery leakage, etc.)
4) If the prescribed inspection or maintenance work has not been performed.
5) Malfunctions caused by movement or transportation after installation.
6) Malfunctions caused by fire, earthquake, lightning, flood, or other natural disasters.

Products confirmed to have undergone specification or functional changes, or modifications by parties other than KEM or our authorized dealers will no longer be eligible for any warranty, repair, or inspection services.
^*This warranty is valid only for products purchased from authorized KEM dealers or distributors.

1) For discontinued products, replacement parts will, in principle, be supplied for seven years after discontinuation and be subject to a charge. However, supply may not be possible if procurement proves difficult.
2) Parts requiring specialized post-installation adjustment work are not available for sale. Please contact our authorized dealers or distributors from whom you purchased the product for replacement service.
3) If parts are purchased individually for the customer’s own convenience, defects after opening or those caused by replacement are not covered by warranty.

1) For products manufactured within the last 10 years, repair and maintenance services will be conducted at the site of operation under its normal operational environmental conditions. However, we may not be able to guarantee performance after the repair.
2) For products manufactured more than 10 years and less than 15 years ago, we can provide paid repairs only if replacement parts are in stock; however, performance cannot be guaranteed.
3) For products manufactured more than 15 years ago, maintenance becomes difficult; therefore, in principle, repairs will generally not be accepted.
4) If the same malfunction recurs within three months following a paid repair, the product, in principle, will be repaired a second time free of charge.

KEM may not be able to accommodate requests for repair or inspection in the following situations:
1) If the malfunction cannot be reproduced and the phenomenon cannot be confirmed even under our standard diagnostic procedures.
2) If the product is severely damaged and restoration is deemed too difficult.
3) If KEM deems the installation environment to be too hazardous.

We shall not be liable for any damages, loss of opportunity, lost profits, special damages, consequential damages, damage to other equipment, loss of data, or any other losses arising from causes not attributable to the scope of our responsibility. (However, this does not apply in cases of intentional misconduct or gross negligence on our part.)

1) When requesting repairs, please provide information such as the product’s operation environment, details of the malfunction, data logs/discrepancies, etc.
2) Please ensure that a sufficient workspace and supply of power is made available for on-site repairs.
3) Consumables (such as batteries, recording paper, and reagents) may need to be provided from the customer’s own supply for use during the repair.
4) Please ensure that the warranty certificate is presented when requesting services covered by the warranty.
5) Regular inspections and calibrations are intended to confirm the product’s condition at the time of inspection and do not guarantee performance throughout the validity period following the inspection.