سياسة الضمان

Warranty policy: Always strives (Qoo Smart Store) to provide its best services before purchase and also after purchase, so our new products come with a two-year warranty after the initial purchase from the beginning of 2024 to protect your rights and to be suitable for the purpose for which they were designed, provided they are free from defects due to misuse. Please read this agreement carefully, and by it, you will receive in exchange for paying the purchase price from this agreement, you must keep the sales invoice provided with the product or sent via email, as it is an integral part of this agreement and may be required to obtain service. Conditions for warranty coverage: - Does not include breakage and personal misuse, only manufacturing defects are covered. - The customer bears all maintenance costs if the faults are caused by misuse such as breakage and damage due to misuse of the products or not maintaining them. - Misuse of the product and any subsequent damage; misuse is defined by the cases illustrated below, among others, in additional catalogs and in the instruction manual included with the product. The following cases are among the most common for personal damage to products (using the product to tighten, or not controlling the door lock speed which may damage internal parts of the product, installing the product by unexperienced persons). - New products come with a two-year warranty from the time of purchase free from any defect such as breakage and damage due to misuse. - The product is opened in non-natural condition. - Not following operating instructions. - Exposure to water if the product is not waterproof. - External maintenance. - Partial or total malfunction due to using incompatible accessories with the device’s specifications. - Modification, change, repair, or service of the product by anyone other than Qoo Smart Store. - Overloading or misuse of the product or operating it in a way that contradicts the instructions; please inquire with the support team or customer service, who work around the clock for after-sales services. - Any use of the product other than what it was designed for. Warranty coverage and terms and conditions: - The above warranty is provided only to the first customer (the owner of the mobile number and name mentioned in the invoice), and the customer cannot request a replacement once Qoo Smart Store is able to repair it immediately or within a period that may reach up to 14 days. - The customer has the right to request product replacement if repair is not completed within the specified period or if the remaining period of the warranty is calculated, and the amount is refunded to the customer, and the product is returned in its condition to Qoo Smart Store. - In case of a warranty claim, our obligation at Qoo Smart Store is limited to replacing or repairing the product, according to our team’s assessment of the condition of the product(s) or part(s) deemed defective in materials or manufacturing. - To get warranty coverage, Qoo Smart Store’s team will return and repair the product at the customer’s location, and products will not be accepted back unless in their original place with warranty requirements shown. - The customer has the right to replace during the warranty period only once if the conditions are met; if the problem recurs, the remaining amount of the warranty period is refunded. - The smart lock warranty does not cover the following cases: 1. Installing a soundproof barrier for the door after installing the smart lock by the store’s technician. 2. Incorrect installation by a technician not sent by the store. 3. Problems with the door’s budget or the door affected by weather factors (heat, humidity, etc.). 4. Using poorly made batteries or liquid leakage from batteries into the lock. 5. Closing the door forcefully or exposure to strong winds, and lack of a door bumper (shock absorber) for external doors. 6. Not securing the safety screw attached to the lock, causing disconnection between the outer handle and the inner handle and their response to opening. 7. Using any additional tool not included with the lock (cardboard, extra screws, or other tools). 8. Having a crack in the door and covering it with additional wood only to cover the crack. 9. Exposure of the lock to water and heat, as the internal locks are not resistant to rain and heat. 10. Children hanging on the handle and breaking it. 11. Scratching the fingerprint sensor or keypad with sharp tools such as rings or other tools. 12. Breaking the lock or the cylinder for any reason. 13. Breaking the key inside the lock. 14. Accessories of the smart lock (cylinder, batteries, shock absorber, cards) are not covered by the store’s warranty. 15. The warranty does not include installation service; any visit after installation will be charged additionally depending on the service. Conditions for technician visits and maintenance: - Technical support for programming the smart lock provided by the store via WhatsApp is valid for one year from the purchase date for the first customer only (the owner of the mobile number and name mentioned in the invoice). - If a malfunction or problem occurs after the lock is installed by a technician from the store, contact customer service via WhatsApp with a video explanation of the problem. If the malfunction is software-related, a solution will be sent via WhatsApp. If the cause is a manufacturing defect in the lock itself, a technician will be sent to verify the problem; the visit will be free if the problem is confirmed as manufacturing-related within the warranty period (two years). - If no defect is found, the customer will be charged 100 riyals for the technician’s visit; if not paid, the warranty is automatically canceled. - For store requests without installation service, the lock must be dismantled and shipped to the store’s address, and shipping costs will be borne by the buyer (pick-up and delivery). - The technician visit fee is 100 riyals after the installation visit during the warranty period and free if a manufacturing defect is confirmed. - The customer cannot request replacement or return of the lock if it has been installed on the customer’s door, as this violates the store’s return and exchange policy, considering the lock used and therefore non-returnable or exchangeable for another lock. - Purchasing from Qoo Smart Store means you have read the warranty conditions and agree that these terms and conditions constitute the full agreement between you and Qoo Smart Store.