- 1. Acceptance of Terms
- 2. Installation Address
- 3. Acknowledgment of Product Source
- 4. Battery Usage and Precautions
- 5. Rechargeable Battery Specifications
- 6. Door and Installation Environment
- 7. Specific Exclusions from Coverage
- 8. Service Response and Prioritization
- 9. Scope of On-Site Service
- 10. Emergency Key Responsibility
- 11. Warranty Period & Term Definition
- 12. Unauthorized Modifications
- 13. Limitation of Liability
- 14. Finality of Decision
- 15. Ownership of Replaced Parts
- 16. Required Documentation for Service
- 17. Acceptance and Validity
Effective as of 25 May 2024
In this Warranty, unless otherwise specifically stated, the purchaser and/or user(s) of the item covered by this document shall be referred to as the “Customer”, while Sciener Solutions shall be referred to as the “Company”, “we”, “us”, or “our” as the context requires.
1. Acceptance of Terms
In consideration of the Company providing this Warranty to the Customer, the Customer agrees to be bound by and comply with these terms and conditions. Any breach of these terms shall void this Warranty. By accepting this Warranty, the Customer acknowledges that they have fully read and understood the Product specifications, usage guide, and warnings as stated in the Product manual, which shall form part of this Warranty. In the event of inconsistency between these terms & conditions and the Product manual, these terms & conditions shall prevail.
2. Installation Address
This Warranty shall only be applicable to the Product(s) on the basis that they remain at their original installed address(es) as stated in the Delivery Order. If the Product(s) have been transferred or moved from the stated address by any party other than the Company’s authorized technician, this Warranty shall be rendered void.
3. Acknowledgment of Product Source
The Customer acknowledges and accepts that the Product(s) supplied by the Company were not manufactured or produced by the Company. The Customer further acknowledges that the Product(s) supplied were in good working condition at the time of the completion of installation by the Company.
4. Battery Usage and Precautions
This warranty does not cover Product issues or malfunction caused by battery defect, battery leakage, or other related problems. The Customer should observe the following precautions (among others):
i. Use quality Alkaline Batteries (AA Size) for the Product at all times; and
ii. Check the battery compartment regularly to detect and prevent any leakages.
5. Rechargeable Battery Specifications
For Products (such as specific lock models) that use a rechargeable lithium battery, the Customer shall NOT use fast-charging charger adapters. Lithium batteries only support a 5.0V – 2.0A plug and a non-fast charging cable. The Company reserves the right to void the battery and/or Product warranty if the above charging specifications are not followed.
6. Door and Installation Environment
The Customer shall ensure the lock operates and interacts smoothly with the door, door frames, and other surrounding fixtures and fittings upon installation. There shall be no warranty coverage for misalignment of the door due to ground movement, material wear and tear, weather/climate/temperature changes (that cause the door or door frame to expand and contract), and/or other external reasons.
7. Specific Exclusions from Coverage
This warranty does not cover Product malfunction and/or damage resulting from:
i. Accidents, vandalism, or misuse of any manner of tampering;
ii. Acts of God such as wars, floods, and other natural disasters;
iii. Fire;
iv. Usage not in accordance with the operation manual;
v. Impact from door slam due to a non-existent or malfunctioning door closer;
vi. Corrosion, rust, or stains;
vii. Usage or contact with any chemical substance;
viii. Misuse / wrong usage of batteries / battery leakage / charging with fast-charging adapters; and/or
ix. Door misalignment due to wear and tear of the door or door frame.
The Company reserves the right NOT to provide a warranty claim or free service under any of the situations above. If any repair and/or supply of spare parts by the Company is not covered under this Warranty, the Customer shall pay the Company for such repair or supply in accordance with the Company’s prevailing service charges and prices.
8. Service Response and Prioritization
The Customer acknowledges that not all issues or malfunctions require on-site service and may be solvable by the Customer with remote guidance from the Company. In the event of any such issues, the Company will prioritize service via phone or video call first for a more immediate response. Rectification or repair (for issues covered under this Warranty) by on-site technician service will only be implemented when absolutely necessary.
It is essential for the Customer to understand that immediate response to the site, although ideal, is not always possible due to unforeseen circumstances. Customers should generally expect a response time of 3 days. For emergency cases, the Customer shall allow a minimum of at least 3 hours for the Company’s technician to attend to the Product on-site.
9. Scope of On-Site Service
On-site service by the Company’s technician shall strictly be to effect repair/service relating to the malfunction of the Product and/or other issues covered by this Warranty. On-site service shall not include issues which are NOT related to the malfunction of the product or those not covered under this Warranty, such as setting of the door locks, periodic maintenance, cleaning, or changing of batteries. Such additional services can be provided at a cost of RM150 per trip (depending on technician’s availability), in addition to the prevailing costs of service and supply of spare parts.
10. Emergency Key Responsibility
For door lock models with emergency key features, it is an essential term and responsibility of the Customer to ensure that the emergency key is taken or kept outside the premises in which the door lock is installed. In case of emergency, the key may be the most immediate and/or only solution to unlock the lock. If the Customer does not have the keys outside in the event of a door lock malfunction, this Warranty shall immediately cease and become void.
The Company shall not be liable or responsible for any cost or damage resulting from forced opening or forced entry of the door lock. In addition, force-opening of a smart lock will incur on-site charges of RM350 (during working hours) and RM450 (outside of working hours) , not inclusive of the new lock replacement.
11. Warranty Period & Term Definition
| Warranty Period Statement | Definition |
|---|---|
| “6 months”, “1 year”, “2 years” or “3 years” type warranty | Full warranty (in accordance with these terms & conditions) covered during the specified period, including labour, travelling expenses for on-site service, and spare parts. |
| “1+1 year” type warranty | Full warranty covered during the first year of Product use, including labour, travelling expenses, and spare parts. For the second year, warranty shall cover spare parts ONLY. Labour and travelling charges for on-site service apply at RM150 per trip. |
The Warranty period shall start from the date of installation (i.e., the date stated in the Delivery Order). In the event a warranty claim is invoked during the warranty period, the warranty duration will NOT be extended.
12. Unauthorized Modifications
If at any time during the warranty period any part(s) of the Product are replaced with a part(s) not supplied or approved by us, or if the unit has been dismantled or repaired for any reason not authorized by us, this warranty shall immediately cease and become void.
13. Limitation of Liability
The liability of the Company under this Warranty does not extend to direct, indirect, consequential, and/or incidental losses or damages suffered by the Customer, such as economic loss, loss of time, profits, goodwill, or injury to the Customer, any third party, or their respective properties.
14. Finality of Decision
The Company’s interpretation and decision on all questions relating to complaints about the Product and/or the meaning of any term of this Warranty shall be final and conclusive.
15. Ownership of Replaced Parts
Any defective part(s) which has been replaced shall become the property of the Company.
16. Required Documentation for Service
By permitting your Product for repair under this Warranty, this warranty card, together with the original invoice and receipt for the purchase of the Product, must be presented to our Company at the time of service.
17. Acceptance and Validity
By signing this agreement, the Customer indicates acceptance of the terms of this Warranty Certificate. Warranty Certificates which are not signed and acknowledged by the Customer shall be invalid and void.
