40-Day Return Policy

Kaadas Singapore Returns, Refunds & Product Issues Policy

At Kaadas Singapore, we understand that digital locks are installed products and that choosing the right lock for your home or property is an important decision.

Because digital locks involve product selection, door or gate compatibility, installation and configuration, returns are handled differently from ordinary retail products.

This policy explains how we handle returns, refunds, product issues and requests for assistance.

Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded or restricted under Singapore law.

 

1. Scope of This Policy

This policy applies to products and services purchased directly from Kaadas Singapore / The Smart Series Pte Ltd through our official sales channels, unless different terms are expressly stated in your quotation, order confirmation or applicable promotion.

Purchases made through third-party platforms, dealers or other resellers may be subject to the return and refund policies of the relevant seller.

 

2. Before You Purchase

Our team is available to assist customers in selecting a suitable digital lock based on factors including:

  • door or gate type;
  • door or gate dimensions;
  • desired access methods;
  • biometric features;
  • smart features;
  • Wi-Fi or app requirements;
  • installation conditions; and
  • other relevant requirements communicated to us before purchase.

Customers are encouraged to provide accurate information about the intended installation location so that we can recommend an appropriate product.

Where a product requires specific installation conditions, we may conduct or request a door or gate assessment.

 

3. Installed Digital Locks

Digital locks are installed products.

Installation may involve drilling, cutting, alignment, removal of existing hardware, configuration and other work required to fit the product to the door or gate.

For this reason, a return after installation may involve additional assessment, removal, reinstatement and transport costs.

Where a return or refund is approved, any applicable deductions or charges will be communicated to the customer before the return is processed, subject to applicable law.

 

4. Change-of-Mind Requests

If you change your mind after purchasing a digital lock, please contact us as soon as possible.

Before installation, we will assess the request based on the status of the order, product availability, whether stock has been allocated, whether installation arrangements have been made and any costs already incurred.

After installation, change-of-mind returns are generally not accepted because the product has been installed and configured for the customer's premises.

However, each request may be assessed based on the circumstances and any applicable statutory rights.

 

5. Product Issues or Reported Defects

If you believe that your digital lock is defective or is not functioning as expected, please contact us promptly.

Please provide, where reasonably possible:

  • customer name and contact number;
  • invoice or order details;
  • product model;
  • serial number;
  • installation date;
  • description of the problem;
  • when and how the problem occurs;
  • photographs or videos of the issue;
  • screenshots or error messages from the app, where relevant; and
  • any other information reasonably requested by our technical team.

Providing this information helps us diagnose the issue more efficiently and determine the appropriate next step.

 

6. Diagnosis Before Return

A reported symptom does not, by itself, establish that a manufacturing defect exists.

Digital locks combine mechanical, electronic, biometric and software components. A reported issue may be related to:

  • product hardware;
  • configuration or settings;
  • installation;
  • batteries or power supply;
  • biometric usage conditions;
  • door or gate alignment;
  • mobile-device settings;
  • Wi-Fi or internet connectivity;
  • mobile application issues;
  • firmware;
  • cloud or server services;
  • third-party services;
  • user operation; or
  • environmental conditions.

We may therefore conduct reasonable troubleshooting before determining whether a return, repair, replacement or other remedy is appropriate.

 

7. Remote Troubleshooting

Our first step will normally be remote diagnosis and troubleshooting where this is reasonably practical.

Depending on the issue, our technical team may provide instructions relating to:

  • product settings;
  • biometric registration;
  • battery replacement;
  • app configuration;
  • Wi-Fi or connectivity;
  • firmware;
  • user access settings;
  • door or gate operation; or
  • other relevant product functions.

Customers are expected to reasonably cooperate with troubleshooting requests where they are able to do so.

If the issue cannot reasonably be diagnosed or resolved remotely, we may arrange an on-site assessment in accordance with the applicable Warranty Policy or service terms.

 

8. On-Site Assessment

Where our assessment indicates that an on-site inspection is reasonably required, we will arrange a technician visit subject to availability and the applicable warranty or service terms.

An on-site inspection is intended to determine the cause of the reported issue.

An on-site visit does not, by itself, establish that a manufacturing defect exists.

Where a manufacturing defect covered by the applicable warranty is subsequently confirmed, the applicable warranty remedy will apply.

Where the issue is found to arise from circumstances outside warranty coverage, applicable service or inspection charges may apply.

 

9. Confirmed Manufacturing Defects

Where our assessment confirms a manufacturing defect covered by the applicable warranty, we may provide the applicable remedy, which may include:

  • repair;
  • replacement of a component;
  • replacement of the product; or
  • another remedy available under the applicable warranty or Singapore law.

The appropriate remedy will depend on the nature of the issue, the affected component, repairability, product availability and applicable legal requirements.

Please refer to our Warranty Policy for detailed warranty terms and procedures.

 

10. Returns of Defective Products

Where a return of a defective product is appropriate, we will provide instructions regarding:

  • removal;
  • collection;
  • replacement;
  • reinstatement, where applicable; and
  • any other steps required.

Customers should not remove or dismantle an installed digital lock themselves unless instructed to do so by us, as unauthorised removal or modification may affect the assessment of the issue.

Where the product is confirmed to have a covered manufacturing defect, applicable removal, replacement or other warranty arrangements will be handled in accordance with the Warranty Policy and applicable law.

 

11. Refunds

Where a refund is applicable, the refund amount will depend on the circumstances of the transaction and any applicable deductions that are lawfully chargeable.

Depending on the circumstances, deductions may relate to services or work already performed, including:

  • installation;
  • removal;
  • reinstatement;
  • transport;
  • additional work requested by the customer; or
  • other costs expressly agreed with the customer.

Any applicable deduction will be communicated where reasonably practicable before the refund is processed.

Nothing in this section limits any refund or other remedy that is required by applicable law.

 

12. Installation and Removal Costs

Where a customer requests a return or cancellation after installation for reasons unrelated to a confirmed manufacturing defect, the customer may be responsible for reasonable costs already incurred in connection with the order.

These may include installation, removal, transport, reinstatement or other services already provided.

The applicable charges will depend on the circumstances and will be communicated to the customer.

 

13. Promotions and Complimentary Items

Promotional products, free gifts and complimentary services may be subject to separate promotional terms.

Unless otherwise stated in the applicable promotion:

  • promotional gifts may not be exchangeable for cash;
  • promotional gifts may be non-refundable and non-returnable; and
  • returning a main product may require the return of associated promotional items.

Where a promotional item cannot be returned, its value may be taken into account when determining any applicable refund, subject to the promotional terms and applicable law.

 

14. Non-Returnable or Non-Refundable Items and Services

Certain items or services may not be eligible for return or refund because they have been:

  • specially configured;
  • installed;
  • modified for the customer's premises;
  • custom ordered;
  • used or damaged after delivery;
  • provided as a completed service; or
  • supplied as a promotional or complimentary item.

This does not affect any statutory rights that cannot legally be excluded.

 

15. Damage, Misuse and Unauthorised Modification

A return, repair or refund may not be available under our voluntary return or warranty arrangements where an issue results from circumstances such as:

  • accidental damage;
  • misuse;
  • improper operation;
  • unauthorised modification;
  • unauthorised repair;
  • incorrect installation by another party;
  • unsuitable batteries;
  • battery leakage;
  • physical damage;
  • forced entry or attempted forced entry;
  • damage to the door or gate;
  • failure to maintain the product appropriately; or
  • other circumstances outside the applicable warranty coverage.

Where appropriate, we may offer chargeable repair or service options.

Nothing in this section limits rights that cannot legally be excluded.

 

16. Biometric and Smart-Feature Performance

Biometric and smart-lock functions are technology-dependent and may be affected by real-world conditions.

For example, fingerprint or facial recognition performance may vary depending on factors such as:

  • finger placement;
  • moisture or condition of the finger;
  • facial angle;
  • lighting;
  • appearance;
  • accessories;
  • environmental conditions;
  • device configuration; or
  • software and firmware.

Similarly, app-based functions may depend on mobile devices, Wi-Fi, internet connectivity, cloud services, firmware and third-party systems.

An occasional failure of a biometric or smart feature does not, by itself, establish that the physical lock is defective.

Where a customer reports a recurring or abnormal problem, our technical team will assess the circumstances and determine the appropriate next step.

 

17. Door and Gate Conditions

The operation of an installed digital lock can depend on the condition and alignment of the underlying door or gate.

Issues such as:

  • door or gate misalignment;
  • changes in door or gate movement;
  • warping;
  • swelling;
  • loose hardware;
  • structural movement;
  • changes to hinges or frames; or
  • other conditions affecting the installation

may affect lock operation.

Where appropriate, we may recommend adjustment, repair or other work to the door or gate.

Such work may not be covered by the product warranty unless specifically stated.

 

18. Customer Cooperation

To help us resolve issues efficiently, customers should:

  • respond to reasonable requests for information;
  • provide requested photographs or videos;
  • follow reasonable troubleshooting instructions;
  • provide access to the installation location when an inspection is required;
  • avoid unauthorised modifications; and
  • inform us promptly if the problem continues.

Failure to provide reasonable information may delay our ability to determine the cause of an issue.

 

19. Timeframes

We aim to respond to product and service issues as promptly as reasonably possible.

Actual resolution time may depend on:

  • the nature of the issue;
  • availability of technicians;
  • availability of replacement parts;
  • manufacturer support;
  • product availability;
  • third-party software or server issues; and
  • other circumstances outside our reasonable control.

Where a replacement part or product is not immediately available, we will provide an appropriate update where reasonably practicable.

 

20. Statutory Rights

This policy operates together with applicable Singapore law.

Nothing in this policy excludes, restricts or modifies any statutory right, guarantee, condition, remedy or protection that cannot lawfully be excluded, restricted or modified.

Where applicable law provides a customer with a remedy that differs from the voluntary policies stated here, the applicable legal requirement will prevail to the extent of any inconsistency.

 

21. How to Request a Return or Product Assessment

Please contact Kaadas Singapore through our official customer-support channels and provide:

  1. your name and contact details;
  2. order or invoice information;
  3. product model;
  4. installation date;
  5. description of the issue or reason for the return request; and
  6. photographs, videos or other supporting information where applicable.

Our team will assess the request and advise you of the next step.

Please do not arrange independent removal of an installed lock before contacting us unless necessary for safety or otherwise instructed.

 

22. Relationship with the Warranty Policy

This Return, Refunds & Product Issues Policy should be read together with our Warranty Policy.

The Warranty Policy governs warranty-related matters including:

  • warranty duration;
  • covered defects;
  • exclusions;
  • diagnostic procedures;
  • troubleshooting;
  • on-site assessment;
  • repair; and
  • replacement.

A return request does not automatically constitute a warranty claim, and a warranty claim does not automatically entitle the customer to a refund.

The appropriate remedy will depend on the circumstances and applicable law.

 

23. Relationship with Our Terms of Service

This policy forms part of our Terms of Service.

Where a quotation or order confirmation contains specific terms agreed with the customer, those terms will apply to the relevant transaction subject to applicable law.

If there is an inconsistency between this policy and a mandatory requirement of Singapore law, the law will prevail.

 

24. Contact Us

Kaadas Singapore Pte Ltd
39 Woodlands Close
#08-62
Singapore 737856

Email: [email protected]

Website: www.kaadassg.com

For product issues, customers are encouraged to contact us promptly so that we can assist with diagnosis and resolution.