To protect customer rights, after purchasing a Lockin product, please register your product warranty on this website and keep the official purchase receipt and warranty certificate safe for verification when future warranty services are provided.

1. Limited Product Warranty

• Products purchased through Lockin's official or authorized sales channels are eligible for a 2-year limited product warranty service, with the warranty period calculated from the date of the official sales invoice.
• If a valid purchase receipt, warranty certificate, or other valid proof of purchase cannot be provided, Lockin reserves the right to determine the warranty period based on the product serial number, manufacturing date, or other relevant information.
• Warranty service is only applicable to Hong Kong and Macau. Additional fees may apply for remote or designated areas. For details, please refer to the arrangements for "Installation Services" and "Repair Services."

2. Installation and Free Warranty Eligibility

• Products purchased through Lockin's 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 the customer installs the product themselves, or if the installation is performed by a person, company, or service provider not authorized by Lockin, Lockin reserves the right to refuse free warranty services.
• Damage or malfunction caused by improper installation, installation environment not meeting product requirements, alteration of the original door or electrical system, and other non-Lockin authorized installations are not covered by the free warranty.
• The installation of smart door locks must comply with product specifications, instruction manuals, and on-site installation conditions. If the product fails to operate normally due to door structure, power supply system, network environment, or other on-site factors, separate charges may apply for related handling.

3. Smart Door Lock On-site Repair Service

• Smart door locks installed by Lockin's authorized technicians or service providers are eligible for one year of free on-site repair service, including labor costs and specified 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. Partial parts cost: Calculated based on actual replacement parts and repair circumstances;
3. Remote area surcharge: Charged separately based on the actual service location.

• If the smart door lock was not installed by a Lockin authorized technician or service provider, even if the product is still within the 2-year warranty period, the customer will be charged an on-site inspection fee of 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 must bear the relevant on-site fee, inspection fee, labor fee, parts fee, and other necessary expenses.
• Customers must ensure someone is present at the site during the scheduled appointment. If the repair personnel arrive and are unable to access the site, they will wait for a short period at their discretion; if the waiting time is exceeded, it will be considered a temporary reschedule. The customer must make a new appointment and pay an administrative fee of HKD 300.
• If a change to the appointment date or time is required, the customer must submit the request at least two working days in advance. Late requests will be considered a temporary reschedule, and the customer must make a new appointment and pay an administrative fee of HKD 300.
• If the appointment needs to be changed due to reasons not attributable to Lockin, including but not limited to the customer failing to arrange for personnel to be present, inability to access the site, or installation conditions not meeting requirements, it will also be handled as a temporary reschedule, and an administrative fee of HKD 300 will be charged.
• If the customer cancels the service after the installation personnel arrive at the site, an on-site fee of HKD 300 will be charged.

4. Other Charges

The following surcharges will be applied for remote areas:

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

Stair carry fees are arranged as follows:

• Ground floor to first floor: Free.
• From the first floor onwards, $50 will be charged per floor.
• The actual floor and fees will be determined based on the on-site environment and assessment by the 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
• Master-slave door accessory $300
• Lithium battery (large) $500
• Lithium battery (small) $300
• Round decorative cover (to cover old lock holes with a diameter less than 25mm, per unit) $50
• Old hole screw cover $50

If other accessories are required or additional work is performed during installation, related fees 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 non-Lockin specified or approved batteries, power sources, accessories, or consumables;
• Damage caused by self-disassembly, repair, modification, re-installation, or replacement of product parts;
• Damage caused by repairs performed by unauthorized persons, companies, or service providers not authorized by Lockin;
• Damage caused by forced prying, destruction, theft, intentional 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 caused by 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 the lock installation position, or other reasons not attributable to the product itself;
• Normal wear and tear of the product, cosmetic scratches, discoloration, and cosmetic issues that do not affect the product's normal function;
• Problems caused by incompatibility with third-party applications, smart home systems, network services, or mobile devices;
• Product serial number, warranty certificate, or other identification data altered, damaged, or unidentifiable.

6. Repair and Parts Arrangements

• Repairs within the warranty period must use Lockin genuine parts or Lockin approved authorized parts.
• If the product has been repaired, disassembled, modified, or had parts replaced by an unauthorized person, Lockin reserves the right to terminate or refuse to provide relevant warranty services.
• If product parts need to be replaced, the actual repair arrangement will depend on the product model, malfunction condition, parts availability, and on-site environment. Some parts, labor fees, transportation fees, or other service fees may be charged separately.
• Subject to legal and practical circumstances, Lockin may choose to handle warranty cases through repair, replacement with an equivalent product, or other appropriate means.

7. Application for Warranty Service

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

• Valid purchase receipt or sales invoice;
• Lockin warranty certificate;
• Product model and 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 originally registered product, and is non-transferable, unless Lockin agrees otherwise in writing.
• 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, and the actual service time will depend on technician availability, service area, traffic, and parts supply.
• Lockin reserves the final right to modify, interpret, and enforce 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 the applicable laws of Hong Kong or Macau, the relevant applicable laws shall prevail.

9. Legal Disclaimer

Unless otherwise provided 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.