Kibu Care Terms and Conditions
Welcome to Kibu Care
Thank you for choosing Kibu's sustainable and repairable children's headphones. Kibu Care is our promise to you for the longevity of your headphones, ensuring they continue to serve your family well. Below are the terms and conditions for the Kibu Care service.
Eligibility for Kibu Care
Kibu Care is offered to customers who have either purchased Kibu Care separately or received it as part of their initial Kibu headphones order. Eligibility requires a valid proof of purchase, which must indicate either the separate purchase of Kibu Care or its inclusion with the headphones. Service coverage begins from the purchase date listed on the proof of purchase.
Services Offered
- Repair/Replacement Coverage: Kibu Care covers the repair or replacement of your Kibu headphones if they suffer functional failure or defects from normal use or accidental damage. This does not include failures or defects arising from intentional misuse or abuse.
- Delivery Fee: All repair and replacement services under Kibu Care are provided free of charge, except for shipping fees. You are responsible for shipping your item to us, and we charge a delivery fee for the return of the repaired or replacement item to you. Shipping rates vary by region (UK, EU, and US). For current rates, please see our Delivery & Returns page.
- Replacement Parts: We will match the original parts as closely as possible with functionally equivalent, possibly refurbished or recycled components. Minor aesthetic blemishes may be present due to the nature of using recycled materials.
Claim Limitations
Cool Off Period: A 30-day cool off period is enforced after each claim to prevent service abuse. During this time, the claimant cannot initiate additional claims. We reserve the right to apply this cool off period at our discretion to ensure fair service access.
General Conditions
- Coverage Period: The specific duration of Kibu Care coverage is defined at purchase and begins on the purchase date.
- Non-Transferability: Kibu Care is non-transferable and valid only for the original purchaser.
- Exclusions: Kibu Care does not cover damages from intentional misuse or unauthorized modifications. Normal wear and tear and accidental damage are covered, distinguishing from acts that purposely aim to break the product.
Making a Claim
To make a claim under Kibu Care, contact our customer service with your order number, proof of purchase, and a detailed account of the issue. We may require photo or video evidence, and we may ask you to return the affected part or product for inspection. Our team will provide the necessary guidance and support through the claim process.
Fraud, Misuse, and Evidence
We may deny a claim if we reasonably believe evidence has been falsified or if the claim is otherwise fraudulent. In cases of fraud or misuse, we may cancel your Kibu Care coverage with no refund and refuse future claims. Failure to provide requested evidence or to return a part/product for inspection may result in denial of the claim.
Data Handling for Evidence
Any photos, videos, or other evidence you provide will be used solely to assess and process your claim, to prevent fraud, and to improve our service. We retain evidence only as long as needed for these purposes and handle it in accordance with our privacy policy.
Force Majeure
We are not liable for delays or failures to perform our obligations where such delays or failures result from events beyond our reasonable control, including but not limited to acts of God, natural disasters, strikes, supply chain disruptions, or carrier delays.
Acceptance of Terms
Use of Kibu Care services constitutes agreement to these terms and conditions. We may update these terms from time to time to reflect changes in our practices, services, or legal requirements. Any updates will be posted on this page with a new effective date, and for material changes we may also notify you by email or through a notice on our site. Continued use after the effective date signifies acceptance of the updated terms.
