Hardware Warrenty


ZKTeco provides One (1) Year Limited Hardware Warranty-Worldwide to authorize clients of ZKTeco as follows:
ZKTeco warrantees all the hardware products to be free from manufacturing defects. It also warrants this ZKTeco-branded hardware product against defects in materials and workmanship that result in a material deviation from the applicable published ZKTeco technical specifications or customized specifications for that particular client (“Hardware system failure”). 
 
If a hardware defect arises and a valid claim is received within the Warranty period, ZKTeco will repair or replace such product hardware within 15 working days on receipt of the failed hardware. 
 The hardware product must be shipped to ZKTeco and the shipping cost must be pre-paid and ZKTeco is not liable for any kind of shipping costIn the event of repair/replacement of any part(s) of the unit, this warranty will thereafter continue and remain in force only for the unexpired period of the warranty or 60 days, whichever is greater. The time taken for repair and in transit, whether under the warranty or otherwise, shall not be excluded from the warranty period.

Warranty Start Date

All ZKTeco warranties are effective from the date of Commercial Invoice or Tax Invoice or 30 days from the date of shipment, whichever occurs first. All warranty claims must be submitted before the expiration date of the warranty term.

Warranty Coverage

This warranty will only be upheld upon the proper use of the ZKTeco hardware and shall not apply: 

If the hardware has been modified without ZKTeco’s written approval, 

If the serial number of hardware has been removed/altered, 

If the product(s) has been damaged or impaired in any ways, including but not limited to lightning, abnormal voltage, water or malicious damage. 

This warranty is in lieu of all other rights, conditions and warranties. ZKTeco makes no warranties or representations, either express or imply, with respect to its products or documentation, including their quality, performance, merchant-ability, or fitness for a particular purpose. Under no circumstances will ZKTeco be liable for direct, indirect, special, incidental or consequential damages arising out of the use of or inability to use our products or documentation, even if advised of the possibility of such damages. ZKTeco is not responsible for any costs, including, but not limited to, those incurred as a result of lost profits or revenue, loss of data, cost of losses. ZKTeco will also not be liable for any personal injury or death because of the use of our products, directly or indirectly.
 

Warranty Claim

Below are the information and procedures laid down by ZKTeco for handling repair of hardware products, which are subject to ZKTeco's terms of the Warranty Policy. 

 

Repair of products under warranty. 

All products returned for repair within the warranty period will be repaired or exchanged free of charge provided:The product(s) are returned to Company within the warranty period.Provided that on ZKTeco’s inspection of returned products that the defect is not a result of accident, misuse, neglect, alteration, water damage, lightning damage, voltage surge damage or other improper use.

 

Non-warranty repair or exchange of products. 

Products returned for repair are only available for devices which are still in production, but not for the discontinued products and provided that the cost of repair does not exceed the cost of replacement. In the case where a product cannot be repaired it will be returned to the customer at their expense detailing the reasons for this action. For repairs outside of warranty a standard minimum booking charge per unit will be levied as set forth in the price schedule contained in this document. The ZKTeco staff will send the customer a quotation on the cost of the parts that need to be replaced and then will seek written authorization and a purchase order number to proceed with the repair prior to the repair being completed.

 

Procedure for returning products for repair. 

Prior to returning any product for a repair, the customer must complete a Repair Fault Report obtained from ZKTeco or a self-generated fault report from the customer themselves. The Company will not accept the return of any product for a repair without this form. This form must contain a detailed explanation of the fault including the circumstances and environment the fault occurred in. An extra fault-finding charge will be levied if the “Repair Fault Report” form is not submitted with the repairs.

 

Shipping 

The hardware product must be couriered to and from the ZKTeco office and the shipping cost must be pre-paid and is not the responsibility of ZKTeco. 

 

Insurance 

The customer should ensure that the consignment is correctly insured whilst in transit to the ZKTeco offices. ZKTeco assumes no liability for loss or damages to a product during transit. 

 

Product configuration 

Products returned for repair or exchange will be upgraded to the latest product build revision unless otherwise previously agreed upon in writing. The Company reserves the right to refuse to repair or exchange any product that has been modified in any way from the original product specification. ZKTeco shall not be responsible for damages or loss of data contained in the product, which has been added by the customer to a product returned for repair. 

 

Charges for repair 

As previously mentioned, if charges are applicable, the customer must submit a purchase order number that accompanies the signed quotation sent by the ZKTeco staff for the applicable repairs. The customer must prepay all shipment charges to and from the ZKTeco offices, including insurance charges.

 

Return Policy


Returns 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund; it lasts 60 days for exchange
. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items:Gift cardsDownloadable software productsSome health and personal care itemsTo complete your return, we require a receipt or proof of purchase. 

Please do not send your purchase back to the manufacturer.There are certain situations where only partial refunds are granted (if applicable)Book with obvious signs of useCD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been openedAny item not in its original condition is damaged or missing parts for reasons not due to our errorAny item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted.Next, contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at shop@zkteco.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

 

Exchanges (if applicable) 

 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@zkteco.com or open the livechat,then send your item to ZKTeco USA, 1600 Union Hill Road, Alpharetta, Georgia 30005. 

 

Gifts 

 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

 

Shipping 

 

To return your product, you should mail your product to ZKTeco USA ,1600 Union Hill Road, Alpharetta, Georgia 30005. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Shipping


Where do you ship from?

All the products are shipped from our Fulfillment Center Georgia

 

Where do you ship to?

We currently ship to Domestic USA.age.

 

What does shipping cost?

Just add the items to your cart and select your country from the list to get a shipping price. We offer free shipping when your whole order over $50

 

How long does shipping take? What shipping methods do you use?

All orders are shipped via DHL, USPS, UPS, FedEx. Please allow 2 business days for orders to be processed after your purchase is complete.that is to say, when will you get the parcel is 2-day preparation plus 1-day delivery, we expect that it will take 3 days to send to your hand.

I live outside of the USA, will I be charged additional customs fees or Import taxes?

We currently.ship to domestic USA, if you live in other country, kindly contact us online or email to shop@zkteco.com to make sure your country is available to ship to. Most likely. Every country has different regulations on how they handle imported goods. We recommended you visit this duty and shipping fee calculator get an estimate of what you will be charged when the package arrives. We do not pre-pay or cover any import fees.

Can I track my order?

Once your order has been shipped, you will receive an email from us with a tracking link or you can also track your order input the tracking number here. Once the packages leaves the US, the tracking links may not update but the package is still on its way.

FREQUENTLY ASKED QUESTIONS


What about shipping and delivery?

Our fulfillment partner fulfills orders within 1 business day (Mon-Fri), a timeline which does not include Weekends or Holidays. Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, Fedex, DHL). 

Once a package leaves our fulfillment center, you must reach out directly to the shipping carrier selected during checkout to resolve delivery issues. You should have your tracking number ready when reaching out to the shipping carrier.

Where can i find the complete install video?

1. You can find the install video in any product page

 

2. You can also find the video in ZKTeco offcial youtube channel here 

 

If you still have any problems with the product, check out the detailed install guide here, you can call customer service  at +1 862-505-2101 or email to shop@zkteco.com 

How to use AL40B?

Operating steps

1, Touch the keypad to wake up the lock

2. Press 0 and # to access the menu

3. Enter a new three-digit user number e.g. 001

4. Press fingerprint thrice, or enter password twice, or swipe card

5. Press * to complete

 

Know more about the product here 

Check out the user manual here

 

How to register another adminitrator?

Operating steps

 

1, Touch the keypad to wake up the lock

2. Press 0 and # to access the menu

3. Verify administrator using Fingerprint, or card, or enterpassword and press # to confirm 

4. Enter a new three-digit user number e.g. 001 

5. Press 1 and # key to enter admin registration mode

6. Press fingerprint thrice, or enter password twice, or swipe card

7. Press * to complete, if you want to add another admin, please Press # to continueregistering

 

How long does the AL40B battery last?

It will lasts for 6 months ( equal to sweep for 6000 times )

How can I connect the lock to app?

Operating steps:

1. Download our ZK SmartKey in App Store or Google Play

2. Before pair with the APP please make sure you have registered as an admin in your lock and get digits

3. Cick the "+" button on the right then you can search out all the setups avaible

4. Click the lock mode you want to connect, there will be a pop-up requiring you input the digits

 

You can unlock your door within 15 meters when registered successfully

 

Safety Cautions 

1. Please download the app ZK SmartKey from App store or Google play platform, or scanthe QR code below. (It is recommended a WLAN network connection to download ) 

2. Make sure your lock is properly installed. 

3. Make sure the batteries has been installed properly in the lock. 

4. Make sure Bluetooth has been enabled in your phone. 

5. Make sure your phone is in the available range. 

6. Please register at least one adminstrator passcode for the lock. 

7.If the lock has been initialized, please deleted the lock in the lock list. 

8.Please do not operate the lock while connecting the app.

 

 

Why can I not open the lock by Bluetooth when using the ZKTeco Smart Key APP?

This is due to the incompatible Android / iOS system versions, to fix this issue, please upgrade the application to the latest version. 

After inserting the batteries, why does the knob dot of the indoor unit keep whirling, getting stuck and making noise?

Mainly, the problem is caused by the door lock components not being installed in the correct position. You need ensure the three components which included; the latch, highlighted spindle of the outdoor unit and the knob dot for the indoor unit are installed the correct way. Please refer to pages 7, 8 and 10 of the Installation guide for more help.

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