How to Place a First Smart Lock Order Without Wasting a Quarter
The sequence that turns a first order into a repeat programme.
Read the article →Smart Lock Warranty and How a Claim Runs
A warranty is only useful if the process behind it works. The question is not how long the warranty runs, but what happens in the week after a problem is reported, and whether the answer is a cause or an apology.
What the warranty covers
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| Electronic parts | 12 months from the bill of lading date |
|---|---|
| Scope | Confirmed on the order, because it varies by model and by part |
| Remedy | Replacement parts, a credit, or a swap in the next shipment |
| Freight on a covered replacement | Carried by us |
What it does not cover
- Damage from incorrect installation or a door that does not close correctly
- Water ingress where the seal was refitted incorrectly after a battery change
- Force majeure, including lightning, flood and power surges
- Normal wear on a consumable part, such as batteries or a worn gasket
- A product modified after delivery without written approval
How a batch problem is judged
A single failure and a batch problem are handled differently, and the difference is the batch record. Batch numbers are recorded at production so a claim can be traced to a board batch, a spring lot or a packing shift.
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| Single unit | Diagnosed from the returned part or from a description and a video |
|---|---|
| A pattern across units | Batch number checked against the production record |
| Electronics batch | Traced to the board batch and the firmware version |
| Mechanical batch | Traced to the spring or latch lot |
| Packing batch | Traced to the packing shift, where the fault is damage in transit |
What evidence a claim needs
- The model and the batch number, which is on the carton and the unit
- How many units are affected, against how many were shipped
- What the failure looks like, with a photograph and a short video
- When it started, and whether anything changed beforehand
- What the installation looks like, where the failure is mechanical
A video of the fault is worth more than a paragraph describing it, and it is usually the fastest route to a root-cause answer.
The three remedies
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| Replacement parts | Fastest where the fault is a component, such as a latch or a board |
|---|---|
| Credit | Where the customer can repair locally or the units are already sold |
| Swap in the next shipment | Efficient where a repeat order is already planned |
Why returning the goods is usually the wrong answer
Shipping defective units back to China usually costs more than the units are worth, and it takes weeks during which the customer has no resolution. A returned sample is worth it where the cause is genuinely unclear.
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| What is worth returning | One or two units, for diagnosis of an unclear cause |
|---|---|
| What is not | A whole batch, where the freight exceeds the value |
| What to do instead | Parts, a credit, or a swap, with the batch traced from records |
| What we need either way | The batch number and the affected quantity |
Ask for the batch record policy before you order, not after a failure. A supplier who records batches can answer a claim; one who does not can only apologise.
Buyer Questions
Three questions this guide usually raises.
On this topic
How long is the warranty?
12 months on electronic parts from the bill of lading date, with the applicable scope confirmed on the order because it varies by model and part.
Do we have to ship defective units back?
Usually not. Freight back to China often exceeds the value, so a returned sample is only worth it where the cause is genuinely unclear.
What if a whole batch is affected?
Send the batch number and the affected quantity. The batch is traced to the stage that produced it, and the remedy follows the cause.
Related Reading
How to Measure a Door for a Smart Lock: A Photo Guide
Five photos and three numbers are usually enough to confirm the fit.
Read the article →OEM Packaging for Smart Locks: From Artwork to Sealed Carton
The packaging is the part buyers underestimate, and the part that cannot be changed once it is printed.
Read the article →