FOR WARRANTY REPLACEMENT MANAGEMENT OF KIWI 1 AND KIWI 2 DEVICES & PARTNER.KIWIVAPOR PLATFORM USAGE

1. Scope of Application and Acceptance

1.1 Subject Matter

These Terms and Conditions govern all aspects of the warranty replacement service for KIWI 1 and KIWI 2 devices performed by authorized Partners through the platform https://partner.kiwivapor.com/ ("Support System"). They regulate: • Eligibility requirements, • Verification, registration, submission, management and completion procedures for replacement requests, • Partner obligations and responsibilities, • Coverage limits, exclusions and consequences in case of violations.

1.2 Acceptance

Use of the Support System and submission of any Replacement Request implies full and unconditional acceptance of these Terms and Conditions.

2. Service Objectives

• 1. Operational Uniformity
• • Uniform procedures for all Partners, in order to:
  • • Speed up intervention times;
    • Reduce disputes;
    • Improve end customer satisfaction;
    • Maintain and strengthen the KIWI brand reputation as synonymous with quality and reliability.
• 2. Efficiency and Traceability
• • Precise traceability of each request through unique numbers;
  • Standardization of preliminary checks (visual and functional tests);
  • Optimization of spare parts inventory, minimizing shipping/receiving errors.
• 3. Compliance with Conventional Warranty
• • Replacement limited to manufacturing defects only, excluding all other types of damage;
  • Quality controls to ensure correspondence between returned Product and Product supplied as replacement.

3. Definitions

• 1. Products
• • Serialized KIWI 1 devices (Starter Kit, Pen, Powerbank) and KIWI 2 (Starter Kit complete with Pen and Powerbank).
• 2. Partner
• • Authorized Point of Sale, Service Center or Retail/B2B Operator enabled for warranty replacement through the Platform.
• 3. Warranty
• • Conventional Warranty of 12/24 months (except specific exceptions) limited to manufacturing defects.
• 4. Support System
• • Web portal (partner.kiwivapor.com) for managing replacement, return and after-sales support requests.
• 5. Replacement Request
• • Formal electronic procedure to obtain a warranty replacement for a defective Product.

4. Warranty Eligibility Requirements

4.1 Temporal Validity

• The Product must have been purchased no more than 24 months ago (except some specific exceptions indicated in the Replacement Codes).

4.2 Proof of Purchase

• Valid documentation (fiscal receipt, invoice) clearly attributable to the Product;
• Must be verified and validated by KIWI Support.

4.3 Product Registration

• The serial number must be registered on kiwivapor.com (user profile or Partner technical list);
• If not registered, the Partner is required to assist the customer in real-time registration through "Upload receipt" and "Register serial".

4.4 Type of Defect

• The malfunction must be attributable to a manufacturing defect, according to the Replacement Codes listed in the Attachments;
• Only electrical/electronic, battery, or internal component defects are covered.

4.5 Basic Aesthetic Conditions

• The Product must not show evident structural damage (cracks, deformations);
• Surface scratches or light wear do not invalidate the Warranty, provided they do not compromise functionality or serial traceability.

5. Warranty Exclusions

5.1 Accidental Damage and Uncovered Wear

• Falls, impacts, deep scratches, cracks, shell deformations;
• Liquid infiltration (except for "soaked" Pens or Powerbanks with missing/non-functioning pins, provided they are free from signs of fall/tampering);
• Surface scratches or aesthetic wear (until proven otherwise).

5.2 Unauthorized Tampering and Modifications

• Voluntary opening of the device, DIY repairs or at unauthorized centers;
• Installation of non-original components/accessories (cables, pods, aftermarket batteries);
• Unofficial software updates (except KIWI 2 Pen firmware update).

5.3 Damage Caused by Improper Use

• Overloads or use of non-compliant power supplies;
• Use of the device in extreme conditions (temperature, humidity, excessive dust);
• Voluntary breakage or fraudulent behavior to obtain replacements.

5.4 Missing Registration or Incomplete Documentation

• If serial or proof of purchase are not validated, the Request will be rejected;
• The Partner is responsible for assisting the customer in uploading information: any delay or error attributable to the Partner is their responsibility.

6. Detailed Operational Procedure

6.1 Preliminary Verification Phases (Screening)

• 1. Visual Control and External Inspection
• • Verify structural integrity (absence of cracks, deformations, signs of fall);
  • Check integrity of charging PINs (absence of oxidation or foreign bodies);o Ensure that the Pod (for Pens) is not stuck or deformed.
• 2. Basic Functional Testing (without disassembly)
• • For the Pen:
  • • Insert the Pod and test vapor delivery;
    • Verify LED activation and vibration;
    • In case of suspected liquid infiltration, follow the Drying procedure.
  • For the Powerbank:
  • • Connect the Pen (or USB-C cable) and verify charging phase (progressive LEDs);
    • If the Pen doesn't charge, proceed with gentle PIN cleaning.
• 3. Screening Test Result
• • If the Product is unsuitable (accidental damage/tampering) → refuse Request and inform customer.
  • If the Product appears to have manufacturing defects → proceed with Replacement Request on the Platform.

6.2 Opening the Replacement Request

• 1. Access to Support System
• • URL: partner.kiwivapor.com/login
  • Credentials: B2B username/password set at first login.
• 2. "New Support Request" Section
• • Customer Field: enter phone or email (not both); verify accuracy to avoid association errors.
  • If the customer is not in the archive → guide them through the registration phase.
• 3. Selection of Product to Replace
• • Products associated with the customer are shown with:
  • • Model (e.g., KIWI 1 Starter Kit, KIWI 1 Pen, etc.);
    • Serial numbers (Pen, Powerbank);
    • Warranty Status ("Within 24 months" / "Out of Warranty");
    • Proof of purchase validation date.
  • Select only Products with "Under Warranty" status and registered serial.
• 4. Proof of Purchase Validation (if missing)
• • If missing, use the "Upload receipt" button to allow the customer to send it;
  • KIWI has up to 4 working hours to validate; in case of rejection, the Request will be cancelled and the Partner will notify the customer.
• 5. Technical Details Entry
• • Replacement Serials:
  • • KIWI 1 Starter Kit: enter both serials (Pen and Powerbank).
    • KIWI 1 Pen or single Powerbank: enter only the corresponding serial.
    • KIWI 2 Starter Kit: mandatory to enter both serials, of identical color to the original.
  • Malfunction Code: choose the correct code from the list in the Attachments.
  • Additional Notes / Attachments: upload photos/videos that highlight the defect; specify useful details.
• 6. Terms and Privacy Policy Acceptance
• • Check the box "I have read and accept the Terms and Conditions and KIWI Privacy Policy";
  • Without this acceptance, the Request cannot be sent.
• 7. Request Submission and Summary Generation
• • Click "Send request" → system generates summary with:
  • • Customer data (name, contact);
    • Replaced product (old/new serials);
    • Malfunction code;
    • Unique Request number.
• The Partner must:
• • Print the summary in duplicate;
  • Give one copy to the customer and have them sign it;
  • Wrap the replacement with the signed copy and package it with any other products to return.

7. Partner Obligations and Responsibilities

7.1 Transparency and Verification Obligations

• Perform preliminary checks with maximum diligence;
• Verify that the Warranty is valid (registered serial, validated proof of purchase, malfunction included in the Codes list);
• Never use replacements intended for sale or from stock not authorized by KIWI.

7.2 Data Compilation Accuracy Obligations

• Enter with precision:
• Defective Product serials (for inventory verification);
• Replacement serials (for future traceability);
• Correct fault code (only from the official list). Any error or omission is the Partner's responsibility and may result in delays, refusals or disputes.

7.3 Packaging and Replacement Storage

• Always deliver replacements in their original protective packaging (with intact safety plastic and warning label);
• Store replacements in warehouse in clean environment with stable environmental conditions;
• Use appropriate packaging for returning defective Products to KIWI.

7.4 Processing Times

• Execute replacement within 48 working hours from final proof of purchase validation;
• In case of supply difficulties, promptly inform KIWI and customer, indicating estimated delivery date;
• Unjustified delays may result in commercial sanctions and/or suspension of Partner status.

7.5 Communication of Any Irregularities

• Immediately report to KIWI Call Center any anomaly:
• • Inventory misalignments between warehouse and actual availability;
  • Fault codes no longer valid or new faults not present in the list;
  • Fraud attempts by customers or illegal collection of replacements;
  • Recurring malfunctions on specific serials or batches.

7.6 Staff Training

• Ensure that assigned operators have read and understood:
• KIWI 1 Operating Manual, KIWI 2 Operating Manual and related updates available in "Manual and Additional Manual";
• Screening, PIN cleaning, device reset and "soaked" Pen diagnosis procedures;
• Information on KIWI 2 Pen firmware update. 

Keep staff updated on technical and regulatory news (e.g., Replacement Code updates, new guidelines).

7.7 Liability for Violations

Any violation of these Terms (e.g., replacement of non-defective Products, use of non-original replacements, omission of signatures on summaries) will result in:

• Immediate suspension of KIWI Service Center status;
• Revocation of the right to receive warranty replacements until the situation is resolved;
• Obligation to compensate damages suffered by KIWI (shipping, warehouse, litigation costs).

8. Specific Procedures for Special Cases

8.1 "Soaked" Pens (KIWI 1)

Definition

"Soaked" Pens: presence of liquid in the Pod compartment without Pod inserted or between USB-C contacts.

Screening and Drying Procedure

• 1. Liquid presence verification:
• • Check the Pod compartment with adequate light;
  • Check the USB-C port for liquid traces.
• 2. Liquid removal:
• • Cover the Pod compartment with a finger;
  • Wrap the USB-C area with the other hand;
  • Blow gently into the USB-C port to favor evaporation.
• 3. Repeated drying:
• • Repeat point 2 several times during the day (every 2-3 hours);
  • If it persists, repeat for at least 12-24 hours;
  • Always inform the customer about correct maintenance (daily drying, Pod replacement every 10 days).

Replacement• If the malfunction persists after at least 12 hours from drying, assign the correct Replacement Code (Attachment A) and proceed with Request.

8.2 Powerbank that Doesn't Charge the Pen (KIWI 1 and KIWI 2)

PIN Verification and Cleaning

• 1. Materials:
• • Soft, clean cloth or disinfected disposable wipe;
  • Denatured alcohol or electrical contact cleaner.
• 2. Procedure:
• • Slightly moisten the cloth with alcohol or cleaner;
  • Gently rub the Powerbank PINs (without excessive pressure);
  • Remove residues with dry cloth;
  • Perform new charging test towards Pen or USB-C cable.

Replacement

If the PINs are intact but the malfunction persists, assign the appropriate Replacement Code and proceed with Request.

8.3 Pen that Doesn't Charge with Powerbank (KIWI 1 and KIWI 2)

Pen PIN Verification and Cleaning

• Apply the same cleaning procedure described in par. 8.2 on the Pen charging contacts;
• Inform the customer not to rotate the Pen during insertion (to avoid scratches or PIN damage);
• Recommend periodic maintenance as prevention.

Replacement

If, after cleaning, the Pen doesn't charge, assign the Replacement Code and proceed with Request.

9. KIWI 2 Pen Firmware Update

Purpose

• Improve Low Liquid Reminder performance;
• Increase Pen stability and reliability.

Availability

• Software and instructions are available at the official link: http://bit.ly/47T4zCW

Customer Advice Obligation

• The Partner must inform the customer about the update and recommend it before sending Request for malfunctions related to Low Liquid Reminder;
• If the customer refuses, the Partner can still proceed with the Replacement test, but must have a "Firmware update refusal" declaration signed to attach to the practice.

10. Defective Product Return Procedure and New Replacement Request

10.1 Return Request Access Conditions

• Possible only after completing at least 2 replacements (Pen or Powerbank) for end customers;
• New replacements are tied to defective Product pickup.

10.2 Access to "Return Request" Menu

• In the Support System, select "Return Request";
• Select Products to return (check boxes), indicate serials and quantities;
• Accept Terms and click "Send request";
• A tracking document is generated with:
• • List of Products to return (serials, fault codes);
  • Unique request number;
  • Pickup address (mandatory Point of Sale address).

10.3 Return Product Packaging and Delivery

• Wrap each Product individually with related documentation (signed replacement 2. 3. 4. summary);
• Package all Products in a single parcel;
• Insert inside the complete list of Products (serials, fault codes, request number) and signed copies of summaries;
• Apply the document with the "Kit Request" number clearly visible on the package;
• KIWI contracted courier delivers new replacements and simultaneously picks up defective Products.

10.4 Partner Obligations

• Verify that entered serials correspond exactly to those packaged;
• Ensure the return parcel contains all documentation (signed copies, serial list);
• Monitor return status through "Return req. list"; report any inventory discrepancies.

10.5 Sanctions for Non-Compliant Returns

• Packaging errors, serial discrepancies or missing documentation result in:
• Package rejection by KIWI;
• Partner charge for storage and new shipping costs;
• Temporary or permanent suspension of Service Center status.

11. Replacement Code List (Attachments)

11.1 Attachment A – KIWI 1 Replacement Codes

11.1.1 KIWI 1 Pen

• PEN / M 100 – PEN OFF / NO FUNCTIONALITY
• PEN / M 105 – PEN DOESN'T CHARGE
• PEN / M 110 – PEN DOESN'T READ POD
• PEN / M 110.2 – PEN DOESN'T RETAIN MAGNETS
• PEN / M 115 – PEN DOESN'T VAPORIZE
• PEN / M 115.2 – PEN GENERATES VAPOR AUTONOMOUSLY
• PEN / M 115.3 – INEFFECTIVE/POOR VAPORIZATION
• PEN / M 120 – NON-FUNCTIONING LEDs
• PEN / M 120.1 – FLASHING RED K
• PEN / M 120.3 – FLASHING WHITE K
• PEN / M 120.5 – PINK K
• PEN / M 125 – NON-FUNCTIONING VIBRATION
• PEN / M 130 – MELTED / BURNED PEN
• PEN / M 135 – PEN OVERHEATS DURING CHARGING VIA POWERBANK OR CABLE
• PEN / M 135.1 – PEN OVERHEATS DURING USE
• PEN / M 140 – BATTERY CAPACITY LOSS (WITHIN 6 MONTHS)
• PEN / M 1000 – MALFUNCTION NOT INCLUDED IN REPLACEMENT CODES

11.1.2 KIWI 1 Powerbank

• POWERBANK / B 160 – POWERBANK OFF / NO FUNCTIONALITY
• POWERBANK / B 160.1 – POWERBANK SOFT TOUCH NOT WORKING
• POWERBANK / B 165 – POWERBANK DOESN'T CHARGE• POWERBANK / B 165.1 – POWERBANK DOESN'T COMPLETE CHARGING PHASE (STUCK AT FIRST LED)
• POWERBANK / B 170 – POWERBANK DOESN'T CHARGE PEN
• POWERBANK / B 170.1 – POWERBANK MOVING PINS (24 MONTH VALIDITY)
• POWERBANK / B 170.2 – POWERBANK STUCK PINS (24 MONTH VALIDITY)
• POWERBANK / B 170.3 – POWERBANK MISSING PINS (WITHIN 6 MONTHS)
• POWERBANK / B 175 – POWERBANK NON-FUNCTIONING LEDs
• POWERBANK / B 180 – MELTED OR BURNED POWERBANK
• POWERBANK / B 185 – POWERBANK OVERHEATS DURING CHARGING
• POWERBANK / B 185.1 – POWERBANK OVERHEATS WHILE CHARGING PEN
• POWERBANK / B 190 – BATTERY CAPACITY DROP (WITHIN 6 MONTHS)
• POWERBANK / B 1000 – MALFUNCTION NOT INCLUDED IN REPLACEMENT CODES

11.2 Attachment B – KIWI 2 Replacement Codes

11.2.1 KIWI 2 Pen

• PEN / M 200 – PEN OFF / NO FUNCTIONALITY
• PEN / M 205 – PEN DOESN'T CHARGE
• PEN / M 210 – PEN DOESN'T READ POD
• PEN / M 210.2 – PEN DOESN'T RETAIN MAGNETS
• PEN / M 210.3 – PEN LOW LIQUID REMINDER NOT WORKING
• PEN / M 215 – PEN DOESN'T VAPORIZE
• PEN / M 215.2 – PEN GENERATES VAPOR AUTONOMOUSLY
• PEN / M 215.3 – INEFFECTIVE/POOR VAPORIZATION
• PEN / M 220 – NON/MALFUNCTIONING LEDs
• PEN / M 220.1 – FLASHING RED K
• PEN / M 225 – NON/MALFUNCTIONING VIBRATION
• PEN / M 225.3 – NON/MALFUNCTIONING DIGITAL VIBRATION
• PEN / M 230 – MELTED/BURNED PEN
• PEN / M 235 – PEN OVERHEATS DURING CHARGING VIA POWERBANK OR CABLE
• PEN / M 235.1 – PEN OVERHEATS DURING USE
• PEN / M 240 – BATTERY CAPACITY DROP (WITHIN 6 MONTHS)
• PEN / M 2000 – MALFUNCTION NOT INCLUDED IN REPLACEMENT CODES

11.2.2 KIWI 2 Powerbank

• POWERBANK / B 255 – POWERBANK OFF / NO FUNCTIONALITY
• POWERBANK / B 255.1 – POWERBANK SOFT TOUCH NOT WORKING
• POWERBANK / B 260 – POWERBANK DOESN'T CHARGE
• POWERBANK / B 260.1 – POWERBANK DOESN'T COMPLETE CHARGING PHASE
• POWERBANK / B 260.2 – PROTECTION STATE – 2nd LED
• POWERBANK / B 260.3 – PROTECTION STATE – 3rd LED• POWERBANK / B 260.4 – PROTECTION STATE – 4th LED
• POWERBANK / B 265 – POWERBANK DOESN'T CHARGE PEN
• POWERBANK / B 265.1 – POWERBANK MOVING PINS
• POWERBANK / B 265.2 – POWERBANK STUCK PINS
• POWERBANK / B 265.3 – POWERBANK MISSING PINS
• POWERBANK / B 265.4 – POWERBANK DOESN'T CHARGE OTHER DEVICES
• POWERBANK / B 270 – POWERBANK NON-FUNCTIONING LEDs
• POWERBANK / B 275 – MELTED/BURNED POWERBANK
• POWERBANK / B 280 – POWERBANK OVERHEATS DURING CHARGING
• POWERBANK / B 280.1 – POWERBANK OVERHEATS WHILE CHARGING PEN
• POWERBANK / B 290 – BATTERY CAPACITY DROP (WITHIN 6 MONTHS)
• POWERBANK / B 2000 – MALFUNCTION NOT INCLUDED IN REPLACEMENT CODES

12. Partner Liability for Products Not Covered by Warranty

12.1 Additional Verification

• The Partner must carefully inspect Products with evident signs of damage not attributable to manufacturing defects (scratches, signs of falls, breaks, USB-C damage);
• In case of doubt, request a second opinion from KIWI Call Center before starting the Request.

12.2 Refusal Documentation

• If Warranty is denied, the Partner: The refusal must be communicated to the customer within 12 working hours from Request presentation.

12.3 Customer Costs

• If refusal derives from uncovered damage, the Partner informs the customer about paid options (purchase of new products).

13. Validity, Updates and Termination

13.1 Validity

• These Terms and Conditions come into force from June 2, 2025 and replace any previous version.

13.2 Updates

• KIWI reserves the right to update or modify the Terms at any time;
• Modifications will be published on the Support System home page and made effective from the moment of publication;
• Partners are required to periodically consult the updated version.13.3 Termination and Suspension
• KIWI may suspend or revoke Partner status without notice in case of:
• Repeated violations of Terms;
• Fraud or abuse of the Support System;
• Serious negligence in request management (unjustified delays, non-original replacements, etc.). • In case of revocation, the Partner will no longer be able to access the Platform or make warranty requests.

14. Limitation of Liability and Indemnification Clause

14.1 Exclusion of KIWI Liability

• KIWI will not be liable for:
• Delays caused by force majeure events (courier disruptions, natural disasters);
• Indirect or consequential damages suffered by Partner or customers following notice or refusal of Replacement;
• Errors attributable exclusively to non-compliance with procedures by the Partner.

14.2 Partner Indemnification Obligation

• The Partner undertakes to hold harmless and indemnify KIWI from any third-party claims arising from:
• Replacement activities not compliant with these Terms;
• Fraudulent use of Warranty-covered replacements;
• Violation of current regulations regarding product safety and personal data protection.

Publication date: June 2, 2025

Version: 1.0