Product Range and Warranty Period

Below is the list of product categories with the warranty duration.

Product Category Duration

Access Control – 2 Year(s)

Time & Attendance – 2 Year(s)

Video Surveillance – 1 Year(s)

Smart Lock – 1 Year(s)

Entrance Control – 1 Year(s)

Security Inspection – 1 Year(s)

Biometrics – 1 Year(s)

Point of Sale – 1 Year(s)

Green Label – 3 Year(s)

Accessories – 0 Year(s)

Eco Line – 0 Year(s)

Green Pass – 0 Year(s)

IoT Products – 1 Year(s)

Security Products – 1 Year(s)

1.1. Repairs and exchanges: General

1. Any repair, installation, and performance times given by ZKTeco South Africa are merely estimatesand ZKTeco South Africa shall not be bound thereby or liable for any loss caused by any delays,whether caused by ZKTeco South Africa or otherwise.
2. Any item handed in for repair may be sold by ZKTeco South Africa, to defray the cost of suchrepairs if the item remains uncollected within 30 days of the repair being completed.
3. To the extent permitted by law, liability under repairs is restricted to the cost of repair orreplacement of faulty goods or services or granting of a credit at the sole discretion of ZKTecoSouth Africa.
4. All repairs (warranty and non-warranty) must be accompanied by a return material authorizationrequest (“RMA”). This form must contain a detailed explanation of the fault including thecircumstances and environment the fault occurred in. This document must also list all itemsreturned (including batteries, cables, etc.).
5. Should a device be returned without an RMA, or if an insufficient fault is provided, a fault-findingcharge will be levied. This levy will be charged whether the quote for parts or extra labour hasbeen accepted or not. This charge is for fault finding on devices.
6. ZKTeco South Africa will not accept any responsibility to repair or replace accessories that are notstipulated in the RMA.
7. Where a device with an admin lock is sent to ZKTeco South Africa for repair, and the necessarydetails to unlock the device are not provided on the RMA, the device will be reset.
8. ZKTeco South Africa is not responsible for any data loss that results from repair, nor will ZKTecoSouth Africa seek permission from the Customer when replacing hardware and software reloadsthat lead to the loss or damage of data on the device being repaired.
9. The “estimated time to repair” will be from the date of receipt of the product by ZKTeco SouthAfrica to the date that the product is shipped back to the Customer, unless ZKTeco South Africa iswaiting for authorization from the Customer to continue with the repair. Estimated time to repairand turnaround times are merely estimating and ZKTeco South Africa does not guarantee specificturnaround times. The time to repair depends on various factors, including (without limitation) therainy season. May also include testing bench to replicate the problem
10. Any third-party component sub-assemblies will be subject to the original manufacturer’sturnaround time. These turnaround times are also subject to the availability of replacement parts.
11. If ZKTeco South Africa does not have the required parts to repair a unit, ZKTeco South Africa willnotify the Customer of the estimated time of arrival of these parts.
12. Under no circumstances shall ZKTeco South Africa be liable for any damages arising from anymisuse or abuse of goods.

1.2.         Repairs: Products not under warranty

1. The Supplier’s products returned for repair are only available on currently manufactured productsand provided that the cost of repair does not exceed the cost of replacement.
2. In the case where a product cannot be repaired it will be returned to the Customer at its ownexpense detailing the reason for this action.
3. In the circumstance that a product can be repaired the Supplier will send the Customer aquotation on the cost of the parts that need to be replaced, followed by a purchase order and POP(Proof of Payment) to process the repair before the repair is completed.
4. In the circumstance where the cost of repair would exceed the cost of replacement, the Supplierwill send the Customer a quotation on the cost of replacement.
5. On the occurrence of a hardware system failure and the device is not under warranty, the Supplierwill repair or replace such product hardware within no less than 10 working days from the date ofthe Customer’s approval of the quotation provided by the Supplier in respect of the repair orreplacement. Fault finding will take longer on devices incorrectly described in the RMA form.
6. Non-Serial Items and Accessories do not carry a warranty.

1.3.         Warranty on parts repaired

1. The Supplier provides a 3-month warranty on parts that were repaired if the device is out ofwarranty.
2. This warranty is limited to hardware failure, does not include software or any other voids, and willbe void if the parts show or were subject to an accident, misuse, neglect, alteration, surge, orwater damage.

1.4. Repairs of products under warranty

1. The Supplier warrants that all hardware products will be free from defects in material andworkmanship, that can result in a material deviation from the Supplier’s applicable publishedtechnical specifications or customized specifications for a customer.
2. New goods are guaranteed according to the manufacturer’s product-specific warranties only,unless stipulated otherwise by the Supplier.
3. All warranties provided by the Supplier start on the date of commercial invoice or 30 days from thedate of shipment, whichever occurs first.
4. For replacement spares, the warranty will be the remainder of the warranty of the original productor 30 days, whichever is longer.
5. The Supplier will only replace or repair the item if the performance failure has occurred within thewarranty period.
6. All products sold by the Supplier for repairs within the warranty period will be repaired free ofcharge provided that:

6.1.         the product is returned within the applicable warranty period.

6.2.         The supplier’s inspection determines that the defect is not a result of accident, misuse,neglect, alteration, water damage, or surges.

7. All warranties will be void if goods have been tampered with or should seals on the goods bebroken by anyone other than the Supplier or should the goods be operated or stored outside themanufacturer’s specifications.
8. Upon the occurrence of a hardware system failure, where the device is under warranty, theSupplier will repair or replace such product hardware within no less than 8 working days from thetime that the device was booked in with the Supplier. Fault finding will take longer on devicesincorrectly described in the RMA form.

2. Check requirements

With a warranty device, you need to check the following on each device to determine if the device passesall the requirements. The device warranty will be voided if the device does not meet the criteria.When you receive a device for Repairs/Swap out/Dead out of the box, please check for the following forwarranty voids. ZKTeco South Africa Technicians will investigate the device as well.If we notice any of the issues below, the device will be a warranty void and ZKTeco South Africa will senda quotation for the replacement parts.

Warranty exclusions

1. The device has been operated with accessories equipment or parts not specifically supplied orapproved in writing by the Supplier
2. The product has been damaged or impaired in any way, including (without limitation) maliciousdamage and damage caused by lightning, surge, water, or neglect.
3. The goods have not been operated or maintained by the Supplier’s instructions.
4. The goods have not been used properly or have been abused or misused.
5. The goods have not been properly installed.
6. Water damage on the Device, the warranty depends on IP rating.
7. Cables are cut.
8. Physical damage.

3. Repairs (RMA)/DOA Checklist

This document will assist with sending devices to ZKTeco to exclude no fault found on the device, as thetesting would have commenced at the branch.The Repair technicians will investigate the device and if they find a warranty Void, we will keep the branchinvolved and updated. The distributor will be advised if the device might be a warranty void and wasmissed at the branch.Tick o􀆯 each item on the checklist, if the device does not contain the item on the checklist, please writen/a. Each Device sent to ZKTeco needs to have a ZKTeco checklist. If no ZKTeco checklist formaccompanies a DOA or a Swap out, the swap out and DOA will be returned to the distributor as wereceived it.

4. RMA (Repair of Device)

An RMA and ZKTeco South Africa Checklist must accompany each Device sent back to ZKTeco SouthAfrica.

Extra info:

 Quotations not approved/confirmed within 14 days will be sent back.

 Returned Devices from ZKTeco, the Quotation is invalid. A new Quotation will be created when thedevice is returned with an RMA from the distributor, and a new RMA for the device is required.

 One job card per repair device

4.1.         RMA Document

5. DOA (Dead on Arrival)

All DOA devices should be returned to any distributor branches for assessment (ZKTeco Checklist). Ifthe Faulty device passes the ZKTeco Checklist, you can return the device to ZKTeco Warehouse andRequest swap-outs.The ZKTeco DOA and ZKTeco Checklist form needs to accompany the device when sending it to ZKTecoWarehouse, please note not to the Service Department.

5.1.         ZKTeco DOA Form