Exchange Policy

• We replace any damaged, defective, or malfunctioning product at no additional cost to the customer within 14 days of receiving the product, after submitting a replacement or return request.
• The product will be inspected by the specialized department after being received from the customer to verify its condition.
• The replacement process will be completed within 48 working hours after delivering the product to the company’s headquarters in Salah Salem.
• If the product is burned or broken by the customer, it will be replaced at 70% of the price listed in the company’s price list.

Second: Product Return Policy and Conditions

• The return policy applies within 14 days from the date of the purchase invoice.
• A valid and clear proof of purchase (invoice or receipt) must be provided.
• All returned products must be in their original condition (sealed in original packaging with all accessories).
• Used or incomplete products cannot be returned.
• Returned products will be inspected by the specialized department. If any damage is found due to misuse or the product is not in its original condition or without its original packaging, the return request will be canceled.

Third: Installation Policy (if installation is done by us)

The customer is entitled to one visit only (as per the invoice) for installation and programming. If the site is not ready for installation or the internet is not available for programming, the customer shall bear the cost of the second visit as determined by the concerned department.

Fourth: Warranty Policy

• The warranty covers manufacturing defects and is valid from the date of purchase for the following products:
• External locks: Five-year warranty on the internal and external parts, and a one-year warranty on the lock core and battery.
• Internal locks, glass locks, and iron locks: Two-year warranty.
• Keys and sensors: Two-year warranty.
• Cameras and intercoms: One-year warranty.
• Speakers: One-year warranty.
• The maximum repair period is 14 working days for defects covered under warranty when delivered to the main service center.
• The warranty covers free repair or replacement of spare parts in case of a manufacturing defect for customers who purchased through us or our authorized distributors. The warranty does not imply product replacement or refund.
• If installation was not carried out by us, maintenance will be performed at the company’s premises and not through on-site visits.
• The warranty service excludes defects resulting from:
• Misuse of the product (breakage, impacts, cuts, or exposure to external factors such as liquids, moisture, electrical current fluctuations, or high temperatures).
• Attempting installation, repair, or maintenance by centers not affiliated with our company.