Warranty & Technical Support Policy

• Warranty starts from the invoice date, not from the installation date unless stated otherwise in writing.
• The exact warranty period may differ by brand, product category, model, supplier, and warranty card.
• When a product page, invoice, quotation, or warranty card states a specific warranty period, that stated period will apply.
• For smart locks, some models may include extended warranty coverage up to 5 years depending on the brand/model.
• Accessories, batteries, consumables, chargers, cables, remotes, and spare parts may have limited warranty or no warranty depending on product condition and supplier policy.

• Manufacturing defects that appear during normal use within the valid warranty period.
• Internal electronic or mechanical faults not caused by misuse, damage, incorrect installation, or external factors.
• Repair or replacement of defective parts when approved after technical inspection.
• Software/firmware support when available and applicable to the product.

• Misuse, physical damage, broken parts, scratches, dents, liquid damage, fire, humidity, dust, insects, or improper cleaning.
• Incorrect installation, unauthorized repair, opening the product, modification, or use by a non-authorized technician.
• Power surges, unstable electricity, incorrect voltage, wrong wiring, weak batteries, or damaged power supplies.
• Wi-Fi, internet, router, mobile app, cloud service, third-party integration, or account issues outside Aura’s control.
• Consumables and accessories such as batteries, cards, tags, cables, chargers, remotes, adapters, and cosmetic parts unless clearly covered.
• Damage caused by doors, frames, walls, curtains, wiring, site conditions, or external systems not supplied by Aura.

• The customer must contact Aura support and provide invoice details, product photos/videos, serial number if available, and a clear description of the issue.
• Aura may request remote troubleshooting before approving inspection or service.
• The product may need to be inspected at Aura’s service point, by a technician visit, or through the supplier depending on the product type.
• Warranty approval is subject to technical inspection and confirmation that the defect is covered.
• Repair/replacement time depends on spare part availability, supplier response, and product type.

• Aura may repair the product, replace defective parts, or replace the product depending on inspection results and availability.
• Replacement does not restart the warranty period unless required by supplier policy or stated in writing.
• If the same model is unavailable, Aura may offer an equivalent alternative after customer confirmation.
• Refunds, exchanges, or returns are subject to the official Return & Refund Policy and do not automatically apply to every warranty case.

• Warranty may be void if the product is opened, repaired, modified, or reinstalled by an unauthorized party.
• Warranty may be void if serial numbers, labels, or warranty seals are removed, damaged, or altered.
• Warranty may be void if the product is used outside its intended purpose or exposed to unsuitable conditions.
• Warranty may be void if the issue is caused by site conditions, external equipment, wrong wiring, unstable electricity, or customer misuse.

For warranty claims, inspection requests, or technical support: