All EPIC digital door locks include a 12-month limited warranty from the original date of purchase. While the main door lock unit is covered for one year, please note that accessories (e.g., batteries, remote controls, stickers) are not covered under this warranty.

Proof of purchase (receipt or invoice) is required for all warranty claims.

Under normal operating conditions, this warranty covers hardware malfunctions resulting from manufacturing or material defects. Covered items include:

Electronic Component Failures: Touchpad/keypad recognition errors, fingerprint sensor malfunctions, and circuit board (PCB) defects.

Mechanical Malfunctions: Motor drive failures and defects in the locking mechanism.

Sensor Errors: Internal hardware sensor malfunctions under standard residential use.

The warranty shall be void or inapplicable under the following circumstances:

Battery & Power Management Errors

Battery Leakage: Corrosion of the mainboard (PCB) or terminals caused by liquid leakage due to delayed battery replacement.

Mixed Battery Use: Circuit failure or voltage instability caused by mixing new and used batteries, or combining different brands/types (e.g., Alkaline with Manganese).

Abnormal Voltage: Damage caused by unauthorized power modifications, use of non-standard adapters, or external electrical surges.

Improper Installation & Environmental Exposure

Unauthorized/DIY Installation: Defects resulting from non-professional installation, including incorrect drilling, pinched wiring, or door misalignment.

Unsuitable Environment: Water damage or short circuits caused by installing indoor-only products in outdoor areas without proper protection or exposure to severe condensation.

Non-Standard Specifications: Damage or motor overload caused by forced installation on doors that deviate from the manufacturer’s recommended thickness or backset.

Unauthorized Alteration & Modification

Non-Professional Repair: Damage or secondary failures resulting from disassembly by the user or repair attempts by an unqualified individual. Professional service is highly recommended for safety.

Hardware & Software Modification: Any physical alteration to the product structure or unauthorized tampering with the internal firmware/software.

Use of Non-Genuine Parts: Secondary failures caused by replacing key components (motors, shafts, cylinders, etc.) with third-party or counterfeit parts.

Abuse, Misuse & Commercial Use

Commercial Use: Accelerated wear and tear caused by installing residential products in high-traffic environments (e.g., public facility access control areas).

Physical Impact: Cracks or malfunctions caused by repetitive forceful door slamming, external impacts, or forced manipulation using tools.

Chemical Damage: Corrosion or discoloration caused by cleaning the product with harsh chemicals, abrasives, acetone, or strong disinfectants.

Unauthorized Channels & Missing Information

Verification Failure: Products purchased through unauthorized resellers where valid proof of purchase is unavailable, or if the serial number is defaced.

Follow these simple steps to submit your service request.

Step 1. Prepare Proof of Purchase: Locate your receipt, invoice, or order confirmation to verify your warranty eligibility.

Step 2. Complete the Service Request Form: Please fill out the "Service Request" form available on our website.

Step 3. Provide Product Details: Include the product model, purchase date, and a detailed description of the issue. (Attaching photos or videos will help us provide a faster diagnosis.)

Step 4. Review & Response: Our support team will review your request and respond within 3 business days.

This warranty is provided exclusively to the original purchaser and is non-transferable. The warranty coverage becomes void if the product is resold or if the ownership is transferred to another party.