Warranty Policy

1. Warranty Coverage

• BEA-VITALITY PTY LTD trading as Zhang Xiaoquan AU ("Zhang Xiaoquan AU," "we," "us," or "our") provides a 6-month limited warranty for all products purchased through our official Australian website (https://zhangxiaoquan.au)
• This warranty guarantees that our products are free from manufacturing defects in materials and workmanship when used under normal conditions and following care instructions
• The warranty period begins from the date of purchase and extends only to the original purchaser
• Proof of purchase is required for all warranty claims

2. Manufacturing Defects Covered

• Blade defects affecting cutting performance
• Handle attachment issues
• Material defects impacting product functionality
• Construction flaws affecting product safety
• Finish defects present at time of purchase

3. Warranty Exclusions

• Damage caused by misuse or accidents:
  • Using slicing knives, chef's knives, or other blades not designed for chopping bones to cut frozen foods, bones, or other unsuitable materials
  • Using products for unintended purposes
  • Impact damage from dropping or mishandling
  • Improper cleaning or storage
• Normal wear and tear from regular use
• Rust or discoloration due to insufficient maintenance
• Products purchased from unauthorized sellers
• Modifications or repairs by unauthorized parties

4. Warranty Claim Process

4.1. How to Submit a Claim

• Email support@zhangxiaoquan.au with:
  • Order number and proof of purchase
  • Clear photos or videos showing the defect
  • Detailed description of the issue
  • Your contact information
• Claims will be evaluated within 2 business days

4.2. Return Shipping

• For confirmed manufacturing defects, return shipping costs will be covered by Zhang Xiaoquan AU
• For non-warranty issues, customers are responsible for return shipping costs
• All returns must be properly packaged to prevent shipping damage

5. Resolution Timeline

• Initial response: We will respond to your email within 48 hours on business days. Please note that we do not respond to emails on weekends.
• Claim evaluation: 2 business days
• Replacement processing:
  • 5-10 business days for items in Australian stock
  • Up to 30 business days for items requiring factory replacement

6. Australian Consumer Law

• Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• This warranty provides additional benefits and does not affect your statutory rights under Australian Consumer Law

7. Contact Information

• Email: support@zhangxiaoquan.au
• Response Time: We will respond to your email within 48 hours on business days. Please note that we do not respond to emails on weekends.
• Customer Service: Mon - Fri 9:00 AM - 6:00 PM (GMT+8)