Kaadas Singapore Warranty Policy

At Kaadas Singapore, 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 Singapore and our customers.

Digital locks combine hardware, software, mobile applications, connectivity and biometric technologies. As a result, a reported issue may arise from different 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 Singapore law.

 

1. Warranty Coverage

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

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

• Wooden Doors
• Metal Gates

Where a manufacturing defect covered by this warranty is confirmed, Kaadas Singapore may, at its discretion and 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 Singapore;
• Products distributed by Kaadas Singapore or its authorised dealers; and
• Products installed and serviced by Kaadas Singapore or technicians authorised by Kaadas Singapore.

A reported symptom, intermittent failure or customer complaint does not, by itself, establish that a manufacturing defect exists. The cause 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 Singapore 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 whether a customer has any rights available under applicable Singapore law.

 

3. How to Make a Warranty Claim

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

Step 1: Contact Us

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

When contacting us, please provide as much information as possible about the reported issue, 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
• Any relevant photographs, videos or screenshots.

Providing complete information at the beginning helps our technical team identify the issue more efficiently.

 

Step 2: Remote Diagnosis

Our technical team may request additional information or evidence to determine the nature and possible cause of the reported issue.

This may include:

• Photographs;
• Videos demonstrating the problem;
• Screenshots from the relevant mobile application;
• Product and installation details;
• Serial number;
• Proof of purchase;
• Error messages;
• Information about the operating environment; and
• Other information reasonably required for diagnosis.

Where a reported issue cannot be reproduced or verified from the information initially provided, we may request additional information or evidence before determining the appropriate next step.

 

Step 3: Troubleshooting

Where appropriate, our technical team may provide troubleshooting instructions for the customer to perform remotely.

Troubleshooting may include checking:

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

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

Customers are expected to reasonably cooperate with troubleshooting instructions and provide requested photographs, videos or screenshots where necessary to confirm whether the issue has been resolved.

If the issue persists after the recommended troubleshooting steps have been completed, customers should inform us so that we can determine the next appropriate action.

 

Step 4: On-Site Assessment

Where our assessment indicates that an on-site inspection is reasonably required, Kaadas Singapore will arrange an on-site technician visit, subject to technician 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;
• The reported issue requires physical inspection;
• The issue may be related to the installation or physical condition of the product; or
• Remote troubleshooting has been completed but the issue remains unresolved.

An on-site inspection does not, by itself, mean that a warranty-covered defect has been established.

The technician will assess the product and determine whether the reported issue falls within the applicable warranty coverage.

 

Step 5: Repair or Replacement

Where a manufacturing defect covered by this warranty is confirmed, Kaadas Singapore will determine the appropriate warranty remedy.

Depending on the circumstances, this may include:

• Repair of the affected component;
• Replacement of a defective component;
• Replacement of the product; or
• Another appropriate remedy in accordance with the applicable warranty terms and Singapore law.

The remedy provided will depend on the nature of the confirmed defect, availability of parts and other relevant circumstances.

 

4. Immediate Technician Visit (Optional)

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

Where accepted by Kaadas Singapore, a Technician Inspection Deposit of SGD120 may be required before the visit.

The deposit is an inspection and service deposit. Payment of the deposit does not determine whether the reported issue is covered by warranty.

The deposit will be refunded in full where our assessment confirms a warranty-covered manufacturing or hardware defect.

Where no warranty-covered defect is found, the deposit may be retained to cover the technician's inspection, travel and diagnostic work, including where the reported issue is attributable to:

• User operation;
• Product or application settings;
• Wi-Fi or network configuration;
• Batteries or power supply;
• Environmental conditions;
• Third-party equipment or systems;
• Installation conditions;
• Unauthorised modifications or repairs; or
• Other matters excluded under this Warranty Policy.

 

5. Customer Responsibilities

To enable efficient warranty support, customers are responsible for:

• Providing proof of purchase when reasonably requested;
• Providing the product serial number and relevant installation details;
• Providing reasonable photographs, videos, screenshots or other information requested for diagnosis;
• Following reasonable troubleshooting instructions provided by our technical team;
• Informing us whether the reported issue continues after troubleshooting;
• Allowing reasonable access to the product where an on-site inspection is required;
• Providing a safe and suitable environment for our technicians to carry out inspection or service;
• Keeping emergency backup keys or other emergency access methods accessible; and
• Operating and maintaining the product in accordance with the applicable user manual.

Where a customer does not provide reasonably requested information, evidence or access necessary to assess a reported issue, the assessment or resolution of the warranty claim may be delayed.

 

6. Understanding Digital Lock Performance

Digital locks are electronic products that combine hardware, software and, for certain functions, mobile applications, connectivity and other external systems.

A reported issue should therefore be assessed according to its cause and circumstances.

Biometric Recognition

Fingerprint, facial and other biometric recognition technologies may be affected by factors such as:

• Finger position;
• Moisture, perspiration, dirt or other conditions affecting the finger;
• Changes in facial appearance;
• Lighting conditions;
• Facial position or angle;
• Accessories or items covering the face; and
• Other environmental or operating conditions.

Occasional recognition failure or variation in recognition performance does not, by itself, establish a manufacturing defect.

Where a customer reports repeated or abnormal biometric recognition failure, Kaadas Singapore may conduct remote troubleshooting and request additional information or video evidence before determining whether an on-site inspection is required.

Customers should also retain and understand the alternative access methods provided with their particular lock.

 

7. Smart Features, Connectivity and External Systems

Certain smart features may depend on systems and conditions outside the physical lock itself.

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 compatibility;
• Mobile applications;
• Cloud or server availability;
• Firmware and software; and
• Other third-party or manufacturer-operated systems.

A temporary interruption, delay, limitation or failure involving one of these external systems does not necessarily indicate that the physical lock is defective.

Where appropriate, our technical team may first conduct remote diagnosis to determine whether the reported issue originates from the lock, installation, user settings, network, mobile device, application, server or another external system.

 

8. Software, Firmware and Manufacturer-Related Issues

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

Where an issue is identified as a software, firmware, application, server or manufacturer-related issue, Kaadas Singapore may need to escalate the matter to the relevant manufacturer or technical provider.

We will provide reasonable assistance and updates during the resolution process.

The time required to resolve such issues may depend on factors outside Kaadas Singapore's direct control, including software updates, manufacturer investigation, server changes or third-party technical support.

 

9. Warranty Exclusions

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

Cosmetic Damage

• Scratches;
• Dents;
• Stains;
• Discolouration;
• Rust; or
• Normal ageing.

Normal Wear and Tear

Replacement of components that naturally wear through normal use.

Improper Use or Maintenance

• 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 Singapore or its authorised technicians or dealers.

Unauthorised Repairs or Modifications

Products repaired, dismantled, modified or otherwise serviced by persons not authorised by Kaadas Singapore.

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; or
• Other unsuitable environmental conditions.

Missing Accessories

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

Outstanding Payment

Products that have not been fully paid for.

 

10. Accessories

For accessories such as:

• RFID tags;
• RFID stickers;
• Wi-Fi modules;
• Remote controls; and
• Rechargeable batteries,

customers may be requested to bring the accessories to the Kaadas Singapore office or service centre for testing, repair or replacement.

Warranty coverage for accessories is subject to the applicable warranty terms and the nature of the reported issue.

 

11. Installation Limitations

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

• Decline the work where it cannot reasonably be carried out safely; or
• Impose additional service charges where appropriate and where permitted under the applicable terms.

Additional work arising from changes to the installation environment, door or gate condition, relocation, modification or other non-warranty matters may be separately chargeable.

 

12. Warranty Assessment

Our warranty assessment is intended to determine the cause of a reported issue and the appropriate remedy.

A reported issue may arise from:

• A manufacturing defect;
• Installation;
• Product or application settings;
• User operation;
• Batteries or power supply;
• Connectivity;
• Environmental conditions;
• Software or firmware;
• Third-party systems; or
• Other causes.

Where a manufacturing defect covered by this warranty is confirmed, Kaadas Singapore will provide the applicable warranty remedy in accordance with this Warranty Policy and applicable Singapore law.

 

13. Goodwill Assistance

In certain circumstances, Kaadas Singapore may, at its discretion, provide assistance beyond the applicable warranty coverage as a gesture of goodwill.

Any goodwill assistance:

• Is provided on a case-by-case basis;
• Does not automatically extend the warranty period; and
• Does not create an entitlement to the same assistance in future cases.

Where appropriate, we may confirm the scope and duration of any goodwill assistance separately in writing.

 

14. General Terms

Warranty eligibility will be determined based on inspection and diagnosis carried out by Kaadas Singapore or its authorised service partners.

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

This Warranty Policy should be read together with the applicable product information, purchase terms and other applicable terms provided to the customer.

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

Kaadas Singapore reserves the right to update this Warranty Policy from time to time. The version applicable to a customer's purchase will be determined in accordance with the applicable terms and applicable law.

 

Our Commitment

Our objective is to resolve technical issues as efficiently and fairly as possible.

Where you experience a problem with your Kaadas product, please contact us first. Our technical team will work with you to understand the issue, identify its cause and determine the most appropriate solution.

Providing accurate information, photographs or videos and following reasonable troubleshooting instructions can significantly reduce the time required to diagnose and resolve an issue.