To protect customer rights, after purchasing a Lockin product, please complete product warranty registration on this website and properly retain the official purchase receipt and warranty card for verification when warranty service is provided in the future.

1. Limited Product Warranty

• Products purchased through Lockin official or authorized sales channels are eligible for a 2-year limited product warranty service. The warranty period starts from the date of the official sales invoice.
• If a valid purchase receipt, warranty card, or other valid proof of purchase cannot be provided, Lockin reserves the right to determine the warranty period based on the product serial number, production date, or other relevant information.
• Warranty services are only applicable to Hong Kong and Macau. Additional charges may apply for remote or designated areas. Please refer to the "Installation Service" and "Repair Service" arrangements for details.

2. Installation and Free Warranty Eligibility

• Products purchased through Lockin official or authorized sales channels must be installed by Lockin, an authorized technician, or a designated authorized service provider to be eligible for free warranty services.
• If customers install the product themselves, or if the installation is performed by individuals, companies, or service providers not authorized by Lockin, Lockin reserves the right to refuse free warranty services.
• Damage or malfunctions caused by improper installation, installation environments that do not meet product requirements, alterations to the original door body or electrical system, and other unauthorized installations by Lockin are not covered by the free warranty.
• The installation of smart locks must comply with product specifications, instruction manuals, and on-site installation conditions. If the product fails to operate normally due to door body structure, power supply system, network environment, or other on-site factors, separate charges may apply for relevant handling.

3. On-site Repair Service for Smart Locks

• Smart locks installed by a Lockin authorized technician or authorized service provider are eligible for one year of free on-site repair service, including labor costs and designated parts costs due to product malfunctions.
• During the second year of the warranty period, if on-site inspection or repair is required, the following fees will be charged at Lockin's discretion:

1. On-site service fee: HKD 650;
2. Parts cost: Calculated based on actual replacement parts and repair situation;
3. Remote area surcharge: Charged separately based on the actual service location.

• If the smart lock was not installed by a Lockin authorized technician or authorized service provider, even if the product is still within the 2-year warranty period, customers will be charged HKD 650 for each on-site inspection or repair request, and parts costs will be charged separately as needed.
• After the repair personnel complete the inspection, if the cause of the malfunction is found to be among the situations not covered by the warranty as listed in these terms, the customer shall bear the relevant on-site fee, inspection fee, labor fee, parts fee, and other necessary expenses.
• Customers must ensure that someone is available at the site during the scheduled appointment. If repair personnel arrive and cannot enter the site, a short waiting period will be granted at Lockin's discretion; if the waiting period is exceeded, it will be considered a temporary reschedule. Customers must make a new appointment and pay an administration fee of HKD 300.
• To change an appointment date or time, customers must submit a request at least two working days in advance. Requests made after this period will be considered a temporary reschedule, and customers must make a new appointment and pay an administration fee of HKD 300.
• If an appointment needs to be changed for reasons not attributable to Lockin, including but not limited to the customer failing to arrange for personnel to be present, inability to enter the site, or installation conditions not meeting requirements, it will also be handled as a temporary reschedule, and an administration fee of HKD 300 will be charged.
• If a customer cancels service after the installation personnel have arrived at the site, an on-site fee of HKD 300 will be charged.

4. Other Charges

The following surcharges will apply for remote areas:

• Tung Chung, Sunny Bay, Park Island, Ma Wan $200
• Discovery Bay $300
• Outlying Islands Separate quotation

Staircase charges are as follows:

• Ground floor to first floor: Free.
• From the first floor upwards, $50 will be charged per subsequent floor.
• The actual floor and charges are subject to the on-site environment and assessment by installation personnel.

Accessories and Additional Charges

The following fees will be collected on-site by the repair personnel:

• Extended strike plate accessory for old doors $200
• French door accessory $300
• Lithium battery (large) $500
• Lithium battery (small) $300
• Round decorative cover (to cover old keyholes with a diameter less than 25mm, per unit) $50
• Old hole screw cap $50

If other accessories are required or additional work is needed during the installation process, related costs will be quoted separately and explained to the customer before work commences.

5. Situations Not Covered by Free Warranty

The following situations are not covered by the free warranty service:

• Damage caused by human error, accidental collision, dropping, impact, or improper use;
• Failure to use the product in accordance with the product manual, installation guidelines, or safety guidelines;
• Malfunctions caused by negligence, misuse, abuse, or improper maintenance;
• Use of batteries, power supplies, accessories, or consumables not specified or approved by Lockin;
• Damage caused by self-disassembly, repair, modification, reinstallation, or replacement of product parts;
• Damage caused by repairs performed by individuals, companies, or service providers not authorized by Lockin;
• Damage caused by forced entry, vandalism, theft, deliberate damage, or other illegal acts;
• Damage caused by fire, flood, lightning, heavy rain, typhoon, earthquake, or other natural disasters;
• Malfunctions caused by unstable voltage, power failure, leakage, abnormal power supply, or network problems;
• Problems arising from installing or using the product outdoors, semi-exposed, or in environments exposed to rain or direct sunlight;
• Damage caused by using the product in high temperature, high humidity, salt spray, corrosive gas, dust, or other environments that do not meet product specifications;
• Operational problems caused by door deformation, door frame displacement, changes in door lock installation position, or other reasons not inherent to the product itself;
• Normal wear and tear of the product, surface scratches, fading, and cosmetic issues that do not affect the normal function of the product;
• Problems caused by incompatibility with third-party applications, smart home systems, network services, or mobile devices;
• Product serial number, warranty card, or other identification information that has been altered, damaged, or is unidentifiable.

6. Repair and Parts Arrangements

• Repairs within the warranty period must use genuine Lockin parts or Lockin-approved authorized parts.
• If the product has been repaired, disassembled, modified, or had parts replaced by unauthorized individuals, Lockin reserves the right to terminate or refuse to provide relevant warranty services.
• If parts replacement is required for the product, the actual repair arrangements will depend on the product model, malfunction situation, parts availability, and on-site environment. Parts, labor costs, transportation costs, or other service fees may be charged separately.
• Provided it complies with legal and practical circumstances, Lockin may choose to handle warranty cases by repair, replacement with an equivalent product, or other appropriate methods.

7. Applying for Warranty Service

When customers apply for warranty or repair service, they must provide the following information:

• Valid purchase receipt or sales invoice;
• Lockin warranty card;
• Product model and product serial number;
• Installation address and contact information;
• Malfunction description and relevant photos or videos, if necessary.

If the customer fails to provide the required information, or if the product information does not match the purchase record, the processing time for warranty service may be extended. Lockin also reserves the right to request the customer to pay relevant inspection fees or service fees.

8. Other Terms

• Warranty service is only applicable to the original purchaser and the original registered product and is not transferable unless otherwise agreed in writing by Lockin.
• Warranty service does not cover any indirect losses arising from product malfunction, including but not limited to property loss, business loss, rental loss, time loss, or other consequential losses.
• All on-site services require prior appointment. The actual service time is subject to technician availability, service area, transportation, and parts supply.
• Lockin reserves the final right to modify, interpret, and implement these warranty service terms based on product model, sales channel, installation method, service area, and actual circumstances.
• If there is any inconsistency between these terms and applicable laws in Hong Kong or Macau, the relevant applicable laws shall prevail.

9. Legal Disclaimer

Unless otherwise stipulated by applicable law, Lockin shall not be liable for any personal or property damage caused by mechanical failure, product misuse, unauthorized installation, repair, or modification.