Warranty Registration

Kaadas Malaysia Warranty Policy

At Kaadas Malaysia, we are committed to providing reliable products and responsive after-sales support.

This Warranty Policy explains what is covered, how warranty claims are assessed, how technical issues are diagnosed, when on-site assistance may be required, and the responsibilities of both Kaadas Malaysia and our customers.

Digital locks combine hardware, software, mobile applications, connectivity and biometric technologies. As a result, a reported issue may have different possible causes, including a product defect, installation, settings, user operation, batteries, connectivity, environmental conditions, software or external systems.

For this reason, all warranty claims are subject to our standard diagnostic and assessment process.

Nothing in this Warranty Policy excludes or limits any rights that cannot legally be excluded or limited under applicable Malaysian law.

 

1. Warranty Coverage

Unless otherwise stated, Kaadas digital locks distributed by Kaadas Malaysia are covered by a 24-month limited warranty from the date of installation against manufacturing defects in materials and workmanship.

The following are covered by a 12-month limited warranty:

• Wooden Doors
• Metal Gates
• Security Door

Where a manufacturing defect covered by this warranty is confirmed, Kaadas Malaysia may, subject to the applicable warranty terms, repair the product, replace the defective component or provide another appropriate warranty remedy.

Warranty coverage applies to:

• Products purchased within Malaysia;
• Products distributed by Kaadas Malaysia or its authorised dealers; and
• Products installed and serviced by Kaadas Malaysia or technicians authorised by Kaadas Malaysia.

A reported symptom, intermittent failure or customer complaint does not, by itself, establish that a manufacturing defect exists. The cause and circumstances of the reported issue will be assessed through our standard diagnostic process.

 

2. Warranty Registration

Customers are encouraged to register their warranty through the Kaadas Malaysia website within 7 days of installation.

Warranty registration allows us to maintain accurate product, installation and ownership records and helps us provide more efficient after-sales support.

If warranty registration has not been completed, we may request:

• Proof of purchase;
• Product serial number;
• Installation details; and
• Other information reasonably required to verify the warranty.

Warranty registration is an administrative process and does not by itself determine any rights available to customers under applicable Malaysian law.

 

3. How to Make a Warranty Claim

To provide prompt and accurate support, warranty claims follow our standard diagnostic and assessment process.

Step 1: Contact Us

Customers may contact Kaadas Malaysia or the authorised dealer from whom the product was purchased.

To help us understand the issue, customers should provide as much information as reasonably possible, including:

• Product model;
• Product serial number;
• Date of installation;
• Description of the problem;
• When the problem occurs;
• Whether the problem is intermittent or continuous; and
• Relevant photographs, videos or screenshots.

Step 2: Remote Diagnosis

Our technical team may review the information provided and request additional information or evidence where necessary.

This may include:

• Photographs;
• Videos showing the reported issue;
• App screenshots;
• Error messages or notifications;
• Product and installation details;
• Serial number;
• Proof of purchase;
• Information about the operating environment;
• Information about when and how the issue occurs; and
• Other information reasonably required for diagnosis.

Where a reported issue cannot be reproduced or verified from the information initially provided, additional photographs, videos, screenshots or other evidence may be requested before the next stage of assessment.

Step 3: Troubleshooting

Where appropriate, our technical team may provide reasonable troubleshooting instructions to identify or resolve the reported issue remotely.

Troubleshooting may include checking:

• Product settings;
• App settings;
• User registration;
• Batteries and power supply;
• Wi-Fi and network settings;
• Mobile device settings and permissions;
• Firmware or software;
• Product configuration;
• Installation conditions; and
• Other relevant operating conditions.

Many issues involving settings, connectivity, batteries or user operation can be resolved without requiring an on-site technician.

Customers are expected to reasonably cooperate with the troubleshooting process and provide requested information or evidence.

If the reported issue continues after the recommended troubleshooting steps have been completed, customers should inform Kaadas Malaysia and provide any requested evidence showing that the issue persists.

Step 4: On-Site Assessment

Where our assessment indicates that an on-site inspection is reasonably required, Kaadas Malaysia will arrange an on-site technician, subject to availability and the applicable warranty terms.

An on-site assessment may be appropriate where:

• A possible hardware or manufacturing defect cannot reasonably be assessed remotely;
• Physical inspection of the lock is required;
• The reported issue may involve the installation or physical condition of the door or gate;
• Reasonable remote troubleshooting has been completed but the issue remains unresolved; or
• Other technical circumstances reasonably require on-site inspection.

An on-site inspection does not by itself establish that a warranty-covered manufacturing defect exists. The technician will assess the reported issue and its likely cause.

Step 5: Repair or Replacement

Where a covered manufacturing defect is confirmed, Kaadas Malaysia will determine the appropriate warranty remedy in accordance with this Warranty Policy and applicable Malaysian law.

Depending on the nature of the issue, the remedy may include:

• Repair of a defective component;
• Replacement of a defective component;
• Product replacement; or
• Another appropriate warranty remedy.

The applicable remedy may depend on the nature of the defect, availability of parts and other relevant circumstances.

 

4. Immediate Technician Visit (Optional)

Customers who prefer an immediate on-site inspection without completing the standard remote diagnosis process may request a technician visit.

Where accepted by Kaadas Malaysia, a Technician Inspection Deposit of RM200 may be required before the visit.

The Technician Inspection Deposit is a service and inspection deposit. Payment of the deposit does not constitute an admission that the reported issue is covered under warranty.

The deposit will be:

• Refunded in full where a manufacturing defect or hardware fault covered under this warranty is confirmed; or
• Retained where the reported issue is determined not to be a warranty-covered defect, including where applicable issues relating to:
• User operation;
• Product or app settings;
• Wi-Fi or network configuration;
• Batteries or power supply;
• Environmental conditions;
• Third-party equipment or systems;
• Installation conditions;
• Unauthorised modification or repair; or
• Other matters excluded under this Warranty Policy.

The deposit covers the technician's inspection, travel and diagnostic work.

 

5. Customer Responsibilities

To enable efficient warranty support, customers are responsible for:

• Registering the product warranty;
• Providing proof of purchase upon request;
• Providing the product serial number and relevant installation information;
• Providing reasonably requested photographs, videos or screenshots;
• Providing accurate information about when and how the reported issue occurs;
• Cooperating with reasonable troubleshooting instructions;
• Informing Kaadas Malaysia whether the issue continues after troubleshooting;
• Allowing reasonable access for inspection where required;
• Providing a safe and reasonably accessible environment for technicians;
• Keeping emergency backup keys or other applicable emergency access methods accessible; and
• Operating and maintaining the product according to the applicable user manual.

Customers should also inform Kaadas Malaysia of any changes, modifications, relocation, repairs or other work carried out on the product or its installation.

Failure to provide reasonably requested information, evidence or access may delay the diagnosis, assessment or resolution of the reported issue.

 

6. Understanding Digital Lock Performance

Digital locks combine hardware, software, sensors and, for certain models, mobile applications and connectivity services.

The performance of individual functions may therefore vary depending on operating conditions and circumstances.

Biometric Recognition

Fingerprint, facial recognition, finger-vein and other biometric functions may be affected by factors including:

• Finger placement;
• Moisture, dirt or other conditions affecting the finger or sensor;
• Changes in facial appearance;
• Lighting conditions;
• Face position or distance from the sensor;
• Accessories such as masks, glasses or headwear, where relevant;
• Environmental conditions; and
• Other operating conditions.

An occasional failure or variation in biometric recognition does not by itself establish that the product has a manufacturing defect.

Where a biometric function repeatedly fails or performs abnormally, Kaadas Malaysia may request additional information, photographs or videos and may carry out remote troubleshooting or an on-site assessment where appropriate.

Customers should also retain and understand the alternative access methods available for their particular lock model.

 

7. Smart Features, Connectivity and External Systems

Certain smart features depend on systems and devices outside the physical lock.

These may include:

• Wi-Fi router compatibility;
• Internet service provider availability;
• Network configuration;
• Wi-Fi signal strength;
• Mobile device settings and permissions;
• Mobile operating system;
• Kaadas applications;
• Cloud services and servers;
• Firmware and software; and
• Other third-party or manufacturer systems.

Temporary interruption, delay or failure of an external system does not necessarily indicate a physical manufacturing defect in the lock.

Our technical team may carry out remote diagnosis to determine whether the reported issue originates from the lock, installation, configuration, network, software or an external system.

 

8. Software, Firmware and Manufacturer-Related Issues

Certain functions of digital locks may depend on software, firmware, mobile applications, cloud services or manufacturer-operated systems.

Where a reported issue is identified as being related to software, firmware, an application, cloud service, server or other manufacturer-related system, Kaadas Malaysia may escalate the matter to the relevant manufacturer, technology provider or technical support team.

Kaadas Malaysia will provide reasonable assistance and updates where appropriate.

The time required to resolve such issues may depend on technical investigation, software or firmware updates, server changes or assistance from external parties.

 

9. Warranty Exclusions

This warranty does not cover defects or damage arising from or related to the following:

Cosmetic Damage

• Scratches;
• Dents;
• Stains;
• Discolouration;
• Rust;
• Normal ageing; or
• Other cosmetic deterioration that does not affect the normal operation of the product.

Normal Wear and Tear

Replacement of components or accessories that naturally wear through normal use.

Improper Use or Maintenance

Including:

• Misuse;
• Abuse;
• Negligence;
• Improper cleaning;
• Improper maintenance;
• Overloading; or
• Failure to follow applicable operating instructions.

Improper Installation

Damage arising from installation, relocation or maintenance not carried out by Kaadas Malaysia, its authorised dealers or authorised technicians.

Unauthorised Repairs or Modifications

Products that have been repaired, dismantled, modified or otherwise altered by persons not authorised by Kaadas Malaysia.

External Factors

Including, but not limited to:

• Fire;
• Flood;
• Lightning;
• Power surge;
• Unstable electrical supply;
• Battery leakage;
• Insects;
• Rodents;
• Environmental corrosion;
• Excessive dust;
• Chemical exposure;
• Cement dust;
• Farm environments; or
• Other unsuitable environmental conditions.

Missing Accessories

Loss of backup keys, RFID cards, RFID stickers, remote controls or other accessories.

Outstanding Payment

Products or accessories that have not been fully paid for.

 

10. Door, Gate and Installation Conditions

The performance of a digital lock may also be affected by the physical condition of the door, gate, frame, mortise, hinges, alignment or other installation conditions.

Warranty coverage for the digital lock does not necessarily extend to problems caused by:

• Door or gate movement;
• Misalignment;
• Warping;
• Changes to the door or gate;
• Structural movement;
• Modification of the installation environment;
• Relocation of the lock; or
• Other physical conditions unrelated to a manufacturing defect in the lock.

Where additional work is required because of changes to the installation environment, relocation, modification or other non-warranty circumstances, such work may be separately chargeable.

 

11. Accessories

For accessories such as:

• RFID tags;
• RFID stickers;
• Wi-Fi modules;
• Remote controls; or
• Other accessories,

customers may be requested to bring the relevant accessory to the Kaadas Malaysia office or designated service location for testing, repair or replacement.

Coverage will depend on the applicable warranty terms and the nature and cause of the reported issue.

 

12. Installation Limitations

Where products are installed in locations that are unsafe, inaccessible or require specialised access equipment, Kaadas Malaysia reserves the right to:

• Decline the work; or
• Impose additional service charges where appropriate and permitted.

Any additional work required because of special access requirements or changes to the installation environment may be separately chargeable.

 

13. How We Assess a Warranty Claim

Our warranty assessment is intended to identify the cause of the reported issue and determine the appropriate next step.

Depending on the circumstances, a reported issue may relate to:

• Manufacturing defect;
• Installation;
• Product or app settings;
• User operation;
• Battery or power supply;
• Wi-Fi or network connectivity;
• Environmental conditions;
• Software or firmware;
• Third-party or external systems; or
• Other circumstances affecting product operation.

We may therefore use photographs, videos, screenshots, remote troubleshooting, technical testing and, where appropriate, on-site inspection to assess the reported issue.

Where a covered manufacturing defect is confirmed, the applicable warranty remedy will be determined in accordance with this Warranty Policy and applicable Malaysian law.

 

14. Warranty Remedies

Where a manufacturing defect covered by this warranty is confirmed, Kaadas Malaysia will determine the appropriate remedy in accordance with the applicable warranty terms and Malaysian law.

Depending on the circumstances, this may include repair, replacement of a component, product replacement or another appropriate remedy.

The availability of a particular remedy may depend on the nature of the defect, availability of parts, product availability and other relevant circumstances.

 

15. Limitation of Liability

Subject to applicable Malaysian law, this warranty is intended to provide repair, replacement or other applicable warranty remedies for products found to have a manufacturing defect covered under this warranty.

To the maximum extent permitted by law, Kaadas Malaysia shall not be liable for losses or costs that are not required to be covered under applicable law, including where applicable:

• Loss of use;
• Inconvenience;
• Delays in service;
• Loss of income;
• Property damage;
• Consequential or indirect losses; or
• Costs arising from waiting for replacement parts.

Nothing in this Warranty Policy excludes or limits any rights, guarantees, remedies or liabilities that cannot legally be excluded or limited under Malaysian law.

 

16. Goodwill Assistance

From time to time, Kaadas Malaysia may provide assistance outside the standard scope of this warranty as a gesture of goodwill.

Any goodwill assistance is considered on a case-by-case basis and does not automatically extend the warranty or create an entitlement to similar assistance in future cases.

Where appropriate, the scope of any goodwill assistance will be confirmed in writing.

 

17. General Terms

Warranty eligibility will be determined based on the diagnostic and assessment process carried out by Kaadas Malaysia or its authorised service partners.

No dealer, reseller or employee is authorised to vary or extend this warranty unless confirmed by Kaadas Malaysia in writing.

This Warranty Policy should be read together with the applicable product information, purchase terms and other applicable terms provided at the time of purchase.

Kaadas Malaysia may update this Warranty Policy from time to time. The version applicable to a particular purchase will be determined in accordance with the applicable purchase terms and Malaysian law.

Nothing in this Warranty Policy excludes or limits any rights or remedies that cannot legally be excluded or limited.

 

Our Commitment

Our objective is to resolve technical issues efficiently, fairly and transparently.

When you contact Kaadas Malaysia about a technical issue, our team will first seek to understand the reported problem, identify its likely cause and determine the appropriate solution.

Providing accurate information, photographs, videos or screenshots, and reasonably following troubleshooting instructions can help reduce diagnosis and resolution time.