General Help
Warranty Instruction for Electronic Safe
I. Warranty Period
1. Electronic Components：From the date of purchase, the electronic components of this electronic safe, including but not limited to the intelligent control system, fingerprint recognition module, Bluetooth connection components, and electronic lock core control circuit, are provided with a 3 - year warranty service. During this period, if the electronic components fail due to material or process defects, we will repair or replace them free of charge.
2. Safe Body and Operation Panel：The safe body and operation panel (including hardware parts such as buttons and display screens) of the electronic safe enjoy a 1 - year warranty service from the date of purchase. Within this 1 - year period, if the safe body and operation panel are damaged due to quality problems, such as deformation of the safe body, failure of operation panel buttons, and abnormal display of the display screen, we will provide free repair or replacement services.
II. Warranty Scope
1. Product Quality Issues：Product failures or damages caused by material defects or production process flaws are all within the warranty scope. For example, short circuits or open circuits in electronic products that prevent normal operation; cracking of the safe body during normal use, and welding parts coming off; weakening of the elasticity of operation panel buttons, and inability to rebound after being pressed.
2. Normal Use Failures：Performance failures of the electronic safe that occur during normal use in accordance with the product instruction manual also fall within the warranty scope. For example, the fingerprint recognition module frequently makes recognition errors in a normal environment, and the electronic lock core cannot be opened or closed normally.
III. Warranty Conditions
1. Proof of Purchase：Users are required to provide valid proof of purchase, including but not limited to purchase invoices, receipts, or other documents that can prove the purchase time and place. The proof of purchase should clearly show key information such as the product model, purchase date, and purchase amount.
2. Normal Use and Maintenance：The product must be used and maintained under normal conditions. Normal use means operating in accordance with the regulations in the product instruction manual, avoiding damage caused by improper operation (such as forced opening, hitting the operation panel with sharp objects), overuse, or use in an environment that does not meet the product's specified conditions (such as high temperature, high humidity, and strong electromagnetic interference environment). Normal maintenance includes regularly cleaning the surface of the safe body and avoiding contact of electronic components with water or other liquids.
IV. Warranty Process
1. Failure Declaration：When users find that the electronic safe has a failure, they should contact our customer service team in a timely manner. They can call the customer service hotline [specific phone number], send an email to [email address], or submit a failure declaration form on our official website [website address], and describe in detail the failure phenomenon, product model, purchase time, etc.
2. Failure Diagnosis：After receiving the failure declaration, our technicians will communicate with the user to further understand the failure situation and guide the user to conduct a preliminary failure investigation. If the problem cannot be solved through remote guidance, the technicians will arrange on - site inspection (if within the on - site service area) or require the user to send the product to the designated maintenance center (the specific address will be informed during communication).
2. Failure Diagnosis：After receiving the failure declaration, our technicians will communicate with the user to further understand the failure situation and guide the user to conduct a preliminary failure investigation. If the problem cannot be solved through remote guidance, the technicians will arrange on - site inspection (if within the on - site service area) or require the user to send the product to the designated maintenance center (the specific address will be informed during communication).
3. Repair and Handling：After detecting and determining that the cause of the failure is within the warranty scope, we will repair or replace the faulty parts within the shortest possible time. For electronic product failures, if within the 3 - year warranty period, the damaged electronic components will be replaced free of charge; for safe body and operation panel failures, if within the 1 - year warranty period, the corresponding parts will be repaired or replaced free of charge. After the repair is completed, we will conduct a comprehensive
test on the product to ensure that the product returns to normal use function.
4. Product Return：The repaired product will be returned to the user in a timely manner. If it is on - site repair, the technician will deliver the product to the user on - site and demonstrate the normal use method of the product; if it is mail - in repair, we will send the product back to the user through an appropriate logistics method, and the user is required to bear the shipping cost of the returned product (if the failure is within the warranty
scope, the shipping cost of sending the product to the maintenance center will be borne by us).
V. Warranty Limitations
1. Artificial Damage：Product damage caused by users' intentional or negligent actions, such as self - disassembly, modification of the product, forced opening of the safe with improper tools, and pasting foreign objects on the product that affect heat dissipation or appearance, resulting in failures or damages, are not within the warranty scope. In such cases, we will provide paid maintenance services, and the maintenance cost will be determined based on the actual damage situation.
1. Artificial Damage：Product damage caused by users' intentional or negligent actions, such as self - disassembly, modification of the product, forced opening of the safe with improper tools, and pasting foreign objects on the product that affect heat dissipation or appearance, resulting in failures or damages, are not within the warranty scope. In such cases, we will provide paid maintenance services, and the maintenance cost will be determined based on the actual damage situation.
2. Force Majeure Factors：Product damage caused by force majeure factors such as earthquakes, floods, fires, lightning strikes, and wars is not within the warranty scope. However, we will provide maintenance suggestions and assistance to users to help them restore the use of the product as soon as possible.
3. Replacement of Wearing Parts：Some wearing parts in the product, such as batteries and indicator lights, are not within the warranty scope due to their short normal service life. Users need to purchase and replace these wearing parts by themselves, and we will provide guidance on replacing wearing parts in the product instruction manual.
4. Loss of Accessories：Accessories of the product, such as keys, battery covers, and instruction manuals, if lost due to the user's own reasons, are not within the warranty scope. If users need to purchase accessories, they can contact our customer service team, and we will provide corresponding purchase channels and price information.
VI. Other Instructions
1. Warranty Change：We reserve the right to modify the warranty policy without prior notice to users. However, any change in the warranty policy will only apply to products purchased after the change. For products purchased before the change, the warranty policy at the time of purchase will still be implemented.
2. Product Discontinuation：If the product is discontinued due to technological upgrades, changes in market demand, etc., we will ensure that there are sufficient inventory parts before discontinuation to meet the maintenance needs of the product within the warranty period. If there are still products of users within the warranty period that fail after the product is discontinued and the inventory parts are exhausted, we will
negotiate with the user to provide a reasonable solution, such as providing a substitute product with similar functions or providing a discount compensation.
3. Dispute Resolution：If a dispute occurs between the user and us during the warranty service process, both parties should first resolve it through friendly negotiation; if the negotiation fails, it can be resolved through arbitration or litigation in accordance with relevant laws and regulations.
