Service and Warranty Policy

1. Limited Warranty

1.1. This Service and Warranty Policy (“Policy”) sets out the terms governing the warranty and after-sales service applicable to eligible products purchased through the Website. By purchasing a Product through the Website, you acknowledge that you have read and understood this Policy.

1.2. Subject to the terms, conditions and exclusions set out in this Policy, Ozone Secutech Private Limited (“Company” or “Warrantor”)) provides a limited warranty against manufacturing defects in material and workmanship for the applicable warranty period specified for the relevant Product. Unless otherwise expressly specified on the relevant Product page, warranty card or invoice, the standard warranty period shall be two (2) years from the date of invoice issued for the Product.

The Warrantor warrants to the Purchaser that the Products are free from any defects in material or workmanship. If, after initial installation, any of the parts of the Product should become defective, the Warrantor will repair or replace the product, at its own discretion, in accordance with this Policy. This Policy shall apply only when the Product is properly installed in accordance with local codes, ordinances and regulations, the printed instructions provided with it. Replacement products or parts may be new or refurbished to equivalent functional performance and quality. If repair or replacement is not commercially reasonable or cannot be completed within a reasonable time, we may, at our discretion and subject to applicable law, offer an appropriate refund.

1.3. Certain products may carry a different warranty period if expressly stated on the relevant product page or warranty card, in which case the period so stated shall prevail over the period mentioned in this Clause.

1.4. This Policy and remedies set forth, to the extent permissible by law, are exclusive and in lieu of all/any other warranties, remedies, and conditions, whether written or oral, express, or implied, provided by the Company.

2. Terms and Conditions

2.1. This warranty is applicable from the date of purchase on the original invoice. Where a product is repaired or replaced under this Policy, the balance of the original warranty period shall continue to apply to the repaired or replacement product unless otherwise required under applicable law.

2.2. Normal wear and tear, surface finish deterioration, discoloration, fading and cosmetic changes arising from ordinary use or environmental exposure are not covered under this Warranty unless caused by a manufacturing defect..

2.3. Replaced parts/products shall be the sole property of the Company.

2.4. Damage resulting from improper installation, misuse, neglect, exposure to unsuitable environmental conditions, flooding, lightning, electrical fluctuations, corrosion or failure to follow the installation or operating instructions is not covered under this Warranty..

2.5. Any tampering with the Product by combining it with products/parts of other manufacturers shall render the warranty invalid.

2.6. This warranty excludes every condition/liability not expressly set out herein.

2.7. The Company may restrict warranty service for Product to the country where the Company, its affiliates or its authorized distributors originally sold the device.

2.8. No Company authorized seller, agent, or employee is authorized to make any modification, extension, or addition to this Warranty.

2.9. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

2.10. This Warranty is governed by and construed in accordance with the laws of India, and any disputes arising out of or in connection with this Warranty shall be subject to the exclusive jurisdiction of the courts at New Delhi, India.

2.11. This warranty is subject to inspection by the manufacturer to verify the claims. The warranty does not cover products not fully paid for.

2.12. Warranty claims shall be assessed by the Company or its authorised service partner based on inspection of the Product and the terms of this Policy.

2.13. This Policy may be amended prospectively from time to time. Any amendment shall not adversely affect warranty rights already accrued in respect of Products purchased before such amendment became effective.

3. Smart Locks - Additional Terms

3.1. Two ways in, always: please keep your mechanical/ emergency key and any backup access method safe. Safekeeping of emergency keys, override codes, PINs and passwords is the customer’s responsibility.

3.2. Batteries: replacing batteries is the customer’s responsibility. Please use good-quality batteries, replace them together as a set, and respond promptly to low-battery alerts. Batteries supplied with the Product are consumable components and, unless otherwise expressly stated, are not covered under this Warranty.

3.3. Most smart locks support an emergency USB power top-up for temporary access in case the batteries run out; please refer to the product manual for instructions.

3.4. App and connectivity: features available through any companion mobile application depend on the customer’s phone, Bluetooth/ Wi-Fi and internet connectivity, which are outside the Company’s control. The Company may update such application and its features from time to time. The Company does not warrant uninterrupted availability of third-party mobile operating systems, cloud services, internet connectivity or third-party application stores required for operation of connected features.

3.5. Firmware, security or software updates may modify, improve or discontinue certain features of connected Products from time to time. Such updates shall not constitute a manufacturing defect.

3.6. During servicing or replacement, fingerprints, PINs, passwords, access logs, user profiles and other stored settings may be deleted or reset. Customers are responsible for maintaining backup credentials wherever applicable.

4. Safes - Additional Terms

4.1. Please keep the override key and master/ PIN codes safe and separate from the safe. If the code is forgotten or the key is lost, an unlocking visit is a chargeable service and is not covered under this warranty.

4.2. Fire-resistant and anti-burglary models are built and rated to defined test standards; such ratings reduce risk but are not an absolute guarantee against every fire or break-in. Please follow the rating and usage guidance in the product manual.

4.3. Please bolt down or otherwise install the safe as directed in the product manual, as the protection the safe is designed to provide depends on correct installation.

4.4. The Company does not insure or guarantee the contents stored within any safe and shall not be liable for any loss of money, jewellery, documents or other valuables stored therein.

5. Installation

5.1. Installation by a Company-authorised technician is strongly recommended and may be mandatory for certain Products, as specified on the Product page or installation instructions. Where installation by an authorised technician is expressly required, failure to do so may void the applicable Warranty to the extent the defect arises from improper installation.

5.2. Delivery of a Product does not automatically include installation unless expressly stated on the relevant Product page. Where installation is included or separately arranged, installation appointments are subject to technician availability and service coverage.

5.3. Complimentary standard installation may be offered by a Company-authorised technician in serviceable cities. Where the customer’s location is outside the Company’s service network, or where additional carpentry/ civil work is required, reasonable visit or travel charges may apply; such charges will be communicated in advance.

5.4. Please ensure safe access to the installation site (for example, a suitable door, power point, and any ladder or assistance required). The Company is not responsible for the condition of the customer’s door, frame or wall, or for any civil or electrical work falling outside the scope of the Product.

5.5. The customer is responsible for providing accurate measurements and confirming the suitability of the door, frame, wall, concealed wiring, concealed piping and installation surface before installation. The Company shall not be liable for damage arising from inaccurate measurements, unsuitable surfaces, concealed wiring or piping, or civil/carpentry/electrical work not expressly undertaken by a Company-authorised technician.

6. Claim Procedure

6.1. The customer shall provide the original invoice or other satisfactory proof of purchase. Where a warranty card has been supplied with the Product, the customer may also be requested to produce the duly completed warranty card.

6.2. To avail the warranty, the customer may call the Helpline No.: 9310012300 or write to us at customercare@ozone.in

6.3. In case a technician is required to visit the place of installation, after registration of a request for the service, the prevailing price list would be applicable if the location is within the municipal limits of the city/town, where the Company service network is available. Where the installation location falls outside the Company’s regular service network, reasonable travel or visit charges may be applicable and shall be communicated to the customer in advance.

6.4. The Company reserves the right to refuse service visits to the geographical locations, where the Company service network is not available.

6.5. Where a valid warranty claim is supported by the invoice/ proof of purchase and, where possible, photographs or a short video of the issue, the Company will aim to begin service within 48 hours of such claim; actual completion will depend on spare-part availability and the customer’s location. Actual timelines may vary depending on the nature of the Product, availability of spare parts and accessibility of the installation location.

7. Out-of-Warranty Service

7.1. Once the warranty has expired, or for issues not covered under this Policy, the Company is happy to assist on a chargeable basis, subject to spare-part availability and payment in advance.

7.2. Indicative charges include a service visit fee and the cost of any spare parts at rates prevailing at the time of service. Any spare part replaced as part of a paid repair shall carry a 3 (three) month warranty.

7.3. The Company shall not be responsible for any third-party repair charges, locksmith charges or emergency opening charges incurred by the customer without the Company’s prior written approval.

8. Disclaimer/Limitations

8.1. Except to the extent prohibited by applicable law, this Policy sets out the sole contractual warranty provided by the Company in relation to the Product.

8.2. In no event shall the Company and/ or any of its affiliates be liable for incidental or consequential damages and lost profits, considered to be arising out of the Product, its installation, or usage.

8.3. The liability of the Company and/or its affiliates is limited to the price paid for the affected Ozone Product or component.

8.4. Nothing in this Clause 4 (Disclaimer/Limitations) limits or excludes any right, remedy or protection available to a Customer under the Consumer Protection Act, 2019 and the rules made thereunder, to the extent the same cannot lawfully be excluded or limited.

8.5. The customer shall be completely accountable and responsible for battery replacement as well as keeping emergency key safe and available.

8.6. This Warranty does not cover cosmetic damage, accidental damage, damage arising from forced entry, misuse, abuse, negligence, vandalism or loss of keys, passwords, PINs or access credentials..

8.7. Warranty on the Product would not be applicable under the conditions that fall out of its scope, including but not limited to:

· misuse/mishandling of the product due to customer’s negligence/improper installation or application

· failure to follow instructions as noted in the manual or tampering/repair through an unauthorized service provider.

· installation with unapproved accessories.

· cases of damage to plastic parts, including but not limited to scratches, dents etc.

· modification of the product or any alteration of any part or component thereof.

· cases of seepage of liquids/chemicals, short circuit, physical damage, wrong/improper installation and battery drainage or any other type of intrusion.

· damage due to accidents like fire/robbery/self-inflicted breakage etc. resulting from incidents beyond the Company’s control.

· damages due to harsh environmental conditions like direct sunlight/humidity/vibrations etc.

· damage due to third-party peripherals.

· damage due to excessive pressure or inappropriate cleaning tools/equipment.

· damages not involving defective workmanship or materials are expressly excluded from the scope of coverage under this warranty.

· normal wear and tear, routine maintenance, cleaning, lubrication or periodic servicing.

· defects resulting solely from integration with third-party software, hardware or accessories not approved by the Company.

8.8. This warranty is applicable only to the first end-user and is non-transferable with any subsequent resale of the product.

8.9. Except as expressly provided under this Policy or required under applicable law, the remedies of repair, replacement or refund (where determined appropriate by the Company in accordance with applicable law) shall constitute the Customer’s exclusive contractual remedies for defects covered under this Warranty.

8.10. Service timelines are estimates only and may be extended where delays arise due to circumstances beyond our reasonable control, including shortage of spare parts, transportation disruptions, natural disasters, labour disruptions or governmental restrictions.

8.11. Repairs carried out under this Policy shall ordinarily be performed using genuine Ozone spare parts or functionally equivalent authorised replacement components.

9. Responsible Disposal (E-Waste)

Smart locks, safes and smart devices are electronic products. Please do not dispose of them as household waste at end of life. In accordance with India’s E-Waste (Management) Rules, 2022, customers may return end-of-life Ozone electronic products for environmentally sound recycling through the collection or recycling channel notified by the Company from time to time; please contact 9310012300 for the nearest collection option. Ozone should ensure that the contact details and collection mechanism stated here match its current Extended Producer Responsibility and recycling arrangements. Collection and recycling shall be carried out in accordance with applicable environmental laws and the Company’s authorised e-waste recycling programme.