Warranty & After-Sales
Smart Lock Warranty & After-Sales Support
Use this page when an issue remains after basic troubleshooting, or when an order arrives damaged, incomplete or incorrect. SivoLock reviews the exact model, order reference, affected quantity, evidence, installation and use conditions, and the applicable order terms before confirming the appropriate support route.
Order context, model, quantity and evidence help distinguish warranty, logistics and technical support routes.
Review whether the issue may fall within agreed order coverage after evidence and cause are checked.
Setup, App, installation or operating questions may be handled through remote support and model-specific files.
Visible transport damage, shortage or packing discrepancy needs carton, label and packing proof.
Spare-part and post-warranty needs are reviewed by model, version, compatibility and availability.
Support Type
Warranty Support vs After-Sales Support
Formal warranty period, coverage, exclusions and freight responsibility follow the confirmed quotation, order documents or published Warranty Policy.
| Support type | Purpose | Possible route |
|---|---|---|
| Warranty Review | Review whether the issue may fall within the agreed order coverage. | Repair, component or replacement evaluation. |
| Technical After-Sales | Resolve setup, App, installation or operating questions. | Remote guidance and model-specific files. |
| Spare-Part Support | Maintain products or projects during and after the warranty period. | Compatible part and availability review. |
| Logistics Case | Handle visible transport damage, shortage or packing discrepancy. | Shipping evidence and claim review. |
Before Opening a Case
Before Opening an After-Sales Case
Preserve the original case condition and complete basic checks unless the goods arrived visibly damaged, incomplete or incorrect.
Carton, labels, inner packing and damaged item photos help separate logistics cases from product or setup issues.
- Complete the basic troubleshooting sequence unless the goods arrived visibly damaged, incomplete or incorrect.
- Keep the outer carton, inner packaging, shipping label and product label.
- Do not discard, repair or modify the affected component before support review.
- Do not disassemble electronic components unless instructed.
- Do not return products until return instructions are confirmed.
- Keep one affected unit in its original condition for repeated or batch issues.
- Stop using the affected lock if a battery is swollen, leaking, unusually hot or producing an abnormal smell.
Review Factors
What Warranty Review Considers
Final warranty eligibility and remedy depend on the confirmed order terms and the verified cause of the issue.
Order number, purchase date, model, finish, mortise and function or App package
The case must be tied to the exact order and configuration.
When installed, when the issue first appeared, whether it worked normally before and whether the issue is continuous or intermittent
Timing helps separate arrival, installation, use and component questions.
Door condition, installation method, indoor or outdoor environment, traffic level, battery and maintenance history
Use condition can route the case to installation, maintenance or warranty review.
One isolated unit, several units, repeated batch symptom, total quantity inspected and failure quantity
B2B batch context changes the investigation path.
Photos, video, screenshots, troubleshooting results, parts already changed, reset or disassembly already performed
Support needs to know what has changed since the original symptom appeared.
Model, order and evidence details decide whether the route is technical, logistics, spare-part or warranty review.
Case Type
Choose Your Case Type
Select the closest case type before submitting evidence. A case type does not automatically confirm warranty eligibility or replacement.
Administrator registration, fingerprint, PIN, card, App binding, gateway or user operation questions
Troubleshooting or remote setup support.
Works open but fails closed, strike or keeper mismatch, spindle, screw, mortise or latch resistance
Installation support.
No response after basic checks, repeated function failure or suspected panel, motor, board or lock body issue
Warranty or component review.
Outer carton impact, product deformation, panel breakage or accessory damage
Shipping evidence and claim review.
Missing item, wrong model, wrong finish, wrong lock body or accessory quantity mismatch
Packing and order discrepancy review.
Multiple products with the same symptom, a high failure frequency within one batch, or the same issue appearing across several units at one project site.
Batch investigation and containment support.
Out-of-warranty product, spare units, project maintenance or long-term replacement need
Compatibility, availability and paid-support review.
Surface change, corrosion, outdoor water concern or cleaning-product effect
Materials and environment review.
Setup, installation, product, logistics, batch and spare-part cases need different evidence.
Evidence by Case
Evidence Required by Case Type
Different after-sales cases need different evidence. Send one complete case instead of separate messages.
| Case type | Evidence to prepare | Useful context | Route |
|---|---|---|---|
| Setup or Operation Support | Exact model, App platform, function package, screenshots, user steps and short operation video. | Whether the issue affects one user, one credential or all users. | Troubleshooting or remote setup support. |
| Installation or Door-Fit Issue | Door photos, door thickness, mortise, backset, strike, keeper and door-open/door-closed videos. | Whether the lock works normally while the door is open. | Installation support. |
| Suspected Product or Component Fault | Model and label, full symptom video, door-open and door-closed result, battery and App details, steps already attempted. | Whether the issue is continuous, intermittent, isolated or repeated. | Technical or warranty review. |
| Shipping Damage | Outer carton on all sides, shipping label, inner packing, damaged item, date discovered and quantity affected. | Delivery terms and whether the damage was visible at receipt. | Shipping evidence and claim route. |
| Missing or Wrong Items | Packing list, carton label, all items received, missing or incorrect item list, model and finish received. | Order reference and packaging photos before disposal. | Packing and order discrepancy review. |
| Repeated or Batch Issue | Total quantity, quantity inspected, quantity affected, whether all failures are identical, several sample videos and batch or carton references where available. | One unchanged affected unit should be preserved where possible. | Batch investigation and containment support. |
| Spare Parts or Post-Warranty | Exact model, order reference, part photo, mortise, finish and function version. | Required quantity, destination and project urgency. | Compatibility, availability and paid-support review. |
| Surface or Environmental Concern | Clear close-up photos, full installation environment, cleaning products used, rain, salt, chemical or construction exposure and date the change appeared. | Selected model, finish and exposure conditions. | Materials and environment review. |
Shipping, missing-item, batch and surface cases each need a different proof set.
Case Process
After-Sales Case Process
Use one complete support thread so evidence, cause review and next steps stay connected.
Keep packaging, labels, photos and the original failure state.
Confirm model, configuration, order reference and affected quantity.
Complete applicable power, installation, App and operation checks.
Avoid scattering evidence across multiple emails or WhatsApp threads.
Separate installation, operation, logistics, component or product issues.
Confirm whether guidance worked, parts arrived, replacement was completed, quantity remains affected or follow-up is still needed.
One complete case helps support avoid repeated questions and disconnected decisions.
Support Outcomes
Possible Support Outcomes
The final route is confirmed only after the case evidence, product configuration and applicable order terms are reviewed.
| Possible outcome | Typical use |
|---|---|
| Remote Guidance | Setup, operation and basic diagnosis. |
| Installation Adjustment | Door, strike, spindle or mortise issue. |
| Model-Specific Files | Manuals, diagrams or setup instructions. |
| Spare-Part Review | Compatible component needed. |
| Component Replacement Review | Verified isolated part issue. |
| Unit Replacement Review | Case cannot reasonably be resolved by adjustment or component support. |
| Paid Post-Warranty Support | Issue is outside warranty or coverage period. |
| Shipping Claim Route | Damage relates to delivery or handling. |
Spare Parts
Spare Parts & Project Continuity
Spare-part support depends on selected model, order configuration, revision compatibility and availability. Similar-looking parts should not be assumed interchangeable.
Exact model, mortise or lock body, finish, App or function version, photo of the required part and original order reference
Compatibility should be confirmed before shipment.
Parts may vary by model revision and order configuration; availability and lead time are confirmed case by case
Spare-part availability may change as product revisions and component supply are updated.
Recommended spare units, batteries and consumables, mortises, panels, spindles and screws, cards or accessories and project maintenance records
New projects should confirm spare planning before shipment.
Exact model, finish, mortise, function package and order reference keep spare-part support practical.
Support FAQ
Smart Lock Warranty & After-Sales FAQ
Find practical answers about warranty review, after-sales cases, shipping damage, batch issues, spare parts, returns and freight responsibility.
How is warranty coverage confirmed?
Warranty coverage is reviewed against the exact model, order reference, issue evidence, installation and use conditions, verified cause and confirmed order terms.
Does a failed lock automatically qualify for replacement?
No. Submitting a case does not automatically confirm warranty eligibility or immediate unit replacement. The route may be remote guidance, adjustment, spare-part review, component review or another confirmed path.
What should I do before opening an after-sales case?
Complete applicable basic troubleshooting, keep packaging and labels, preserve one affected unit in original condition where possible, and collect photos, videos, screenshots and order context.
What evidence is required for shipping damage?
Provide outer carton photos on all sides, shipping label, inner packing, damaged item photos, date discovered and affected quantity before discarding packaging or arranging a return.
What should I provide for a repeated or batch issue?
Provide total quantity, inspected quantity, affected quantity, whether all failures are identical, several sample videos and batch or carton references where available.
Can SivoLock provide spare parts after the warranty period?
Spare-part and post-warranty support may be reviewed by exact model, order configuration, part photo, compatibility, availability and lead time.
Should I send the product back immediately?
Do not return products until return instructions are confirmed. The first route may be evidence review, remote diagnosis, part review or another support path.
Who is responsible for return or replacement freight?
Freight responsibility depends on the verified cause, confirmed order terms, shipping terms and the agreed support route. Do not arrange a return shipment until instructions are confirmed.
After-Sales Case
Submit one complete after-sales case for review.
Include the order reference, exact model, affected quantity, symptom, evidence, troubleshooting results and installation or shipping context. SivoLock will review the case and confirm the appropriate technical, spare-part, logistics or warranty route.
- Order and exact model
- Affected and inspected quantities
- Symptom and issue timing
- Photos, video and screenshots
- Troubleshooting steps already completed
- Installation, shipping or environmental context
- Project impact or required assistance
A complete case helps support confirm the technical, spare-part, logistics or warranty route.