Warranty & After-Sales Policy

Product Warranty

Digital locks and related products purchased through KEYVO are covered by the applicable manufacturer’s or authorised distributor’s warranty.

The warranty period, coverage, repair procedure, replacement eligibility and availability of parts may vary depending on the brand and model.

KEYVO will assist with the coordination of eligible warranty claims where applicable. However, all decisions relating to product repair, replacement, warranty approval and parts availability remain subject to the assessment and terms of the relevant manufacturer or distributor.

An immediate or one-to-one replacement is not guaranteed.

Customers may be required to provide proof of purchase, the product serial number, warranty registration details, photographs, videos or other information required for assessment.

Installation Workmanship Warranty

Products supplied and installed by KEYVO include a 90-day installation workmanship warranty from the installation completion date.

This warranty covers verified installation defects directly caused by KEYVO’s workmanship, such as improper fitting or alignment attributable to the original installation.

Where a workmanship defect is verified, KEYVO will carry out the necessary rectification without additional labour charges.

This workmanship warranty does not cover product defects and does not replace or extend the manufacturer’s or distributor’s product warranty.

Customer-Supplied and Third-Party Products

For products supplied by the customer or purchased from another seller, KEYVO provides a 30-day installation workmanship warranty only.

KEYVO does not provide any warranty for the product itself, including its:

• Authenticity, condition or quality;
• Missing, incorrect or defective components;
• Hardware, firmware or software;
• Mobile application, cloud server or connectivity services;
• Regional compatibility or restrictions;
• Product lifespan or reliability;
• Availability of technical support or replacement parts; or
• Manufacturer or seller warranty coverage.

The customer is responsible for ensuring that the product is complete, functional and suitable for use in Singapore.

KEYVO reserves the right to decline installation where a product is assessed to be incomplete, unsafe, unsuitable or incompatible with the existing door, gate or site conditions.

Warranty Exclusions

Warranty coverage does not apply to issues arising from:

• Normal wear and tear, ageing, corrosion, discolouration or cosmetic deterioration;
• Batteries, access cards, mechanical keys and other consumable or removable items;
• Improper use, misuse, negligence or failure to follow the product instructions;
• Forced entry, impact, vandalism, fire, water damage, pests, power surges or other external causes;
• Repairs, dismantling, adjustments or modifications performed by the customer or any third party;
• Changes made to the door, gate, frame, flooring or surrounding structure after installation;
• Door or gate sagging, warping, swelling, shifting, movement or alignment changes occurring after installation;
• Existing structural weaknesses, concealed conditions or defective materials that could not reasonably be identified before installation;
• Internet, Wi-Fi, Bluetooth, mobile phone, application, cloud-server or third-party service interruptions;
• Forgotten passwords, lost access cards, misplaced mechanical keys or incorrect user administration;
• Failure to replace batteries or respond to low-battery warnings;
• Compatibility issues caused by inaccurate or incomplete information provided before installation; or
• Products, applications, servers, services or replacement parts that have been discontinued by the manufacturer or service provider.

Door, Gate and Cosmetic Modifications

Digital lock installation may require drilling, cutting, enlarging existing openings, removing previous hardware or modifying parts of the door, gate or frame.

Where reasonably possible, KEYVO will explain significant modifications and visible cosmetic considerations before proceeding.

However, marks, outlines, holes, colour differences, uneven surfaces or imperfections left by previous locks, handles or existing hardware may remain after installation and are not considered installation workmanship defects.

By approving the installation, the customer confirms that they are the property owner or have obtained the necessary permission to carry out the required modifications.

Assessment and Service Charges

Customers must notify KEYVO promptly after discovering an issue and provide photographs or videos where requested.

KEYVO may conduct an initial assessment remotely before arranging an onsite inspection.

Where an onsite inspection confirms that the issue is covered under KEYVO’s workmanship warranty, the applicable installation rectification labour will be provided without additional charge.

Transport, inspection, labour, dismantling, reinstatement, replacement-part or other service charges may apply where:

• The issue is not caused by KEYVO’s installation workmanship;
• The applicable warranty period has expired;
• The issue falls under a warranty exclusion;
• No installation fault is found;
• The issue relates to a customer-supplied or third-party product;
• The product requires repair, replacement or parts not covered by the manufacturer or distributor; or
• Additional work is required due to changes in the door, gate, frame or site conditions.

Any applicable charges will be communicated before additional work is carried out.

Site Assessment and Compatibility

Any site assessment, photograph review or compatibility advice provided before installation is based on the information and visible conditions available at the time.

It does not guarantee that concealed structural conditions, internal obstructions, existing damage or compatibility limitations will not be discovered during installation.

Where unexpected conditions are identified, KEYVO will explain the available options before carrying out substantial additional work. Additional modification or material charges may apply.

Security and Customer Responsibilities

Digital locks are access-control products, but no lock can guarantee absolute prevention of burglary, forced entry, unauthorised access or property loss.

Customers remain responsible for:

• Maintaining alternative access methods;
• Keeping mechanical override keys in a secure and accessible location;
• Replacing batteries promptly;
• Managing passwords, access cards, fingerprints and authorised users;
• Following the manufacturer’s operating instructions; and
• Informing KEYVO promptly when an issue is discovered.

KEYVO will not be responsible for access difficulties caused by lost keys, forgotten passwords, depleted batteries, application issues or circumstances outside KEYVO’s reasonable control.

Limitation and Statutory Rights

To the fullest extent permitted by applicable law, KEYVO will not be responsible for indirect, incidental or consequential loss arising from product failure, loss of access, application or server interruption, unauthorised entry or circumstances outside KEYVO’s reasonable control.

Nothing in this policy excludes or restricts any rights or liabilities that cannot lawfully be excluded or restricted under Singapore law.

KEYVO reserves the right to assess each warranty request based on the installation records, product condition, site condition, photographs, videos and circumstances surrounding the reported issue.