KenJo Care

We first help remotely. We assess what is wrong and try to resolve the problem with checks and instructions. For a fault not caused by you within the package term, we arrange a suitable repair, replacement part or, where necessary, replacement. KenJo decides which solution is appropriate.

Support for normal use. We help with standard functions and assessing problems. Custom configurations, programming and debugging, for example of Proffie, are not included. Where possible, we offer a tip or make standard backup files available.

Loose internal parts or a rattling LED strip. Report this to us so we can assess the cause. For a fault not caused by you within the first six months, we replace the blade or offer an appropriate contribution. If the problem occurs later, we assess what is appropriate and whether damage from use is involved.

Blade or tip breakage from duelling. The additional contribution applies to damage to the blade or tip during duelling. We cover the stated percentage of the new price of a suitable replacement blade. You pay the remaining amount. The shipping contribution is listed in a separate row.

Number of replacements. Care includes a maximum of one replacement, Care Plus one and Care Premium two, over the entire package term. A replacement does not restart the term or this allowance.

Damage to the core. The core is the internal assembly of your saber, including the chassis, battery and soundboard. Breakage or damage from a fall or an incorrectly inserted battery is outside the standard warranty. Only Care Premium covers 50% of the new price of a suitable complete replacement core.

One replacement. This benefit applies a maximum of once over the full Care Premium term. Shipping costs are separate. Damage to the hilt, emitter or a broken claw falls under the separate category below.

Incorrect charging. If the soundboard is damaged by an incorrect charger or improper charging, Care covers the stated percentage of the new price of the appropriate replacement part. The remaining amount and shipping costs are separate.

One replacement. This benefit applies a maximum of once over the full Care package term. We start with remote help and then determine which part or repair is needed.

SD error or crackling and intermittent sound. This does not always mean the SD card is broken. The correct backup files or reinstalling the standard files often helps. We first offer remote help. If that does not help and replacement is necessary, we replace an SD card that failed without your involvement within the first year under the standard warranty. From Care onwards, a necessary replacement SD card is also included later within the package term, with free letterbox delivery.

Other light or sound problems. A loose Baselit lens, a failed RGB colour, a wire or a faulty speaker can be resolved with a small replacement part. If the fault is not caused by you, that part is included within the first year. After that, you pay for the part without Care; with Care it remains included within the package term. We first determine which part is needed and send it with instructions.

Custom configuration. Investigating or completing custom configurations and Proffie programming is not included. A lack of personal knowledge or a desired function working differently than expected does not entitle you to a new part. Where possible, we can offer advice or standard backups.

Proper maintenance. Follow the charging and storage advice in the manual. Do not leave the battery empty for a long time. We first try to get the battery working again with checks and remote help. Damage from incorrect maintenance or prolonged storage while empty is outside this extra battery benefit.

Extra battery replacement. With normal use and maintenance, Care Plus and Care Premium include a maximum of one extra replacement battery per 24 months, within the package term. Shipping is excluded from this benefit. Without this benefit, an extra replacement battery costs €15.

A fault not caused by you. A material or manufacturing defect in the battery falls under the standard warranty within the first year. This is separate from the extra battery benefit.

VHC threads connect hilt parts. For example, the grip and pommel screw together. This is different from the small grub screws used to secure the blade or other parts. If a VHC connection becomes stiff, stop turning and email us. We can often prevent parts from seizing with instructions.

Reporting promptly. We start remotely. From Care onwards, appropriate repair of promptly reported thread problems is included. We may choose instructions, a suitable tool or extraction kit, thread repair or a suitable replacement part. A new hilt is therefore not automatically the solution. We repair material or manufacturing defects under the standard warranty. If shipping is still necessary after prompt reporting, Care Plus and Care Premium include shipping both ways.

A grub screw or key loses grip. Do not keep turning with a worn screw or key. Contact us; we can send a new screw and suitable Allen key. With Standard you only pay shipping. With Care, Care Plus or Care Premium, that shipping is also included.

Continuing to force it. If you continue until the screw head is completely rounded or a VHC connection is fully jammed, drilling out or re-tapping may be needed. With Standard, Care and Care Plus, you pay the shipping costs. With Care Premium, you pay for shipping to KenJo and receive 50% off shipping from KenJo. This also applies when we send a suitable part or tool for you to carry out the solution yourself. This differs from a promptly reported problem.

Hilt and emitter damage. Damage to the hilt or emitter from duelling, and a claw, hook or protruding emitter part that breaks after a fall, is outside the fixed Care reimbursements. We make a tailored offer for this.

An appropriate solution, with your cooperation. KenJo chooses the appropriate approach. We expect you to cooperate with simple tasks following our instructions. If we send a suitable soundboard or thread repair kit, for example, you carry out the task yourself with our guidance. Care does not include unlimited workshop or custom services.

Prefer KenJo to carry out the work. If, for convenience, you ask us to carry out a task that can appropriately be done yourself, inspection, labour, any parts and shipping are charged separately. Labour costs depend on the time required. Parts follow your package benefits. The rates below apply to optional service and repairs not listed as included in the table.

Shipping. We charge the actual transport costs, with the VAT applicable to your country. Care gives a 20% discount, Care Plus 30% and Care Premium 50%. For situations with their own shipping arrangement, such as SD cards, blades or damage from continued forcing, the relevant row applies.

Usually from our own stock. Replacement parts normally come from our own stock. Depending on the situation, a suitable part or hilt sent directly from our factory may help you sooner. For that additional Care solution, any local import taxes, customs clearance charges or carrier disbursement fees, such as those from FedEx, are at your expense.

Price per Care package. You pay the stated percentage of the current selling price of the saber with the selected soundboard type, subject to the stated minimum. If the percentage amount is lower than the minimum, you pay the minimum. Product offers and Super Sale prices are included in the calculation. Discount codes in the cart do not reduce this price basis. You pay for the Care package once.

Start of the warranty. The term starts when you receive the originally purchased saber and the Care package has been paid. Repair, a new part or a replacement model does not restart the term or the number of included replacements. The original end date continues to apply.

Parts contribution. Damage percentages apply to the new price of the suitable replacement part. You pay the remaining percentage. A parts contribution does not automatically mean a complete new saber or credit to spend freely. Shipping costs and any shipping benefits are listed separately in the table.

Remote help first. We first try to resolve a problem with checks and instructions. KenJo then chooses an appropriate solution: a tool, part, repair or, where necessary, replacement. We expect you to perform simple tasks yourself following our instructions.

Shipping for a product fault. For a fault not caused by you within the standard warranty, we cover the necessary shipping for repair. For damage caused by use or continued forcing, the shipping rules and any package discount in the relevant row apply. Extra battery replacement excludes shipping.

Part permanently unavailable. We first look for an original or suitable compatible part. If your saber cannot consequently be restored to working condition, we offer a one-time 50% discount on a comparable model proposed by us, based on its current selling price and without additional discount codes. Merely being discontinued or temporarily out of stock is not sufficient. The remaining Care term continues until the original end date; replacement does not start a new term or a new allowance of included replacements.

Number of included replacements. Duelling damage to the blade allows a maximum of one replacement with Care, one with Care Plus and two with Care Premium over the full package term. Charging damage allows a maximum of one replacement per Care package. Premium’s extra core contribution applies once only. The extra battery benefit in Plus and Premium applies a maximum of once per 24 months within the package term.