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After-Sales Service Policy
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Scope
This Policy explains the process followed by Kunju Global India LLP for after-sales inspection, warranty assessment and corrective service.
It operates together with the Company’s Customer Service Policy and applicable Warranty Policy.
Delivery Issues
Externally apparent delivery discrepancies, including visible transit damage, shortage, incorrect item or missing separately supplied components, are to be reported at the time of delivery.
Installation Verification
Apparent installation-related conditions are to be reported within 3 calendar days from recorded installation completion.
This includes apparent alignment, levelling, shutter movement, hardware adjustment, fixing, positioning and comparable installation-workmanship matters.
Service Request
A customer requesting after-sales service shall provide sufficient information to identify the transaction and reported condition.
The Company may request photographs, video or other relevant information before arranging physical attendance.
Assessment
Registration of a service request does not constitute acceptance that a defect or deficiency exists.
The Company shall assess whether the matter constitutes:
- covered corrective service
- commercial-warranty service
- chargeable after-sales service
- customer/site/third-party-related condition; or
- a matter requiring further assessment.
Corrective Remedy
Where a covered condition is established, the Company shall determine the technically appropriate corrective remedy.
Corrective work may include adjustment, alignment, tightening, fitting correction, hardware adjustment, local repair, fixing correction, affected component replacement or another technically appropriate measure.
Dismantling And Reinstallation
Corrective service does not automatically include complete dismantling or reinstallation.
Complete dismantling or reinstallation shall form part of corrective work only where the Company determines that it is technically necessary to rectify the covered condition.
Customer-requested relocation, shifting, redesign or reinstallation may be separately quoted or declined.
Corrective Work Completion
The Company may document completion of corrective work through a service record, acknowledgement, photographs, video, OTP or electronic record.
Three-Day Corrective Work Verification
A 3-calendar-day Corrective Work Verification Window begins from recorded completion of corrective work.
During this period, the customer may report a material failure specifically connected with the corrective work performed.
Service Closure
Where no material failure of the specific corrective work is reported during the verification period, the service reference may be marked Corrected and Closed.
Closure does not create an automatic entitlement to repeated complimentary inspections, adjustments, dismantling, reinstallation, refinishing or further attendance concerning the same corrected matter.
Subsequent Request
A subsequent request concerning a previously corrected matter shall be assessed as a new service request.
Material information showing recurrence, deterioration or failure of the previous corrective work may be required before further complimentary corrective attendance is authorised.
Unauthorised Third-Party Intervention
Unauthorised dismantling, repair, alteration, modification, refinishing, relocation or reinstallation may invalidate commercial warranty or complimentary corrective-service coverage for the affected product, component, installation or condition where the intervention causes, contributes to, alters or prevents reliable assessment of the reported condition.
The Company may classify subsequent attendance as chargeable after-sales service.
Chargeable After-Sales Work
Services outside covered manufacture, workmanship or installation obligations may be separately chargeable.
This may include relocation, customer-requested reinstallation, modification, post-delivery damage repair, non-warranty refinishing, third-party-related conditions and repeat non-warranty attendance.
Failed Service Attendance
A service visit prevented by customer absence, denied access, unavailable permission, unsafe working conditions or inaccessible product may be treated as unsuccessful.
A subsequent visit may be chargeable.
Goodwill Service
Voluntary complimentary assistance does not constitute an admission of liability, warranty extension or continuing entitlement to repeated complimentary service.
Support
After-sales service requests:
Use the Contact Us form for service requests. Phone: +91 96250 50351
Customers should quote the applicable order, invoice or service reference.
Applicable Terms
This Policy operates together with KGI-CSP-F24-3.0, the applicable Warranty Policy and transaction-specific terms and is subject to applicable mandatory law.