Warranty
Every Locksure product comes with a one-year warranty against manufacturing defects, from the date of purchase. It covers defects in materials and workmanship. Support is UK based, by email.
What is covered
- A monitor, sensor or hub that stops working or never worked, through no fault of yours.
- Lights, radio or battery contacts that fail.
- A hub screen or power input that fails.
What is not covered
- Damage from misuse or neglect, including pulling the monitor off the door instead of using the cord.
- Unauthorised modification.
- Problems caused by signal disruption: a hub out of range, a weak Wi-Fi link, or interference. These are fixed by placement, not replacement. See Range and placement.
- A lock that does not fit. That is a return, not a warranty claim: see Returns.
How to claim
- Try the fix first. Most “faulty” monitors turn out to be a battery, a magnet gap or range. Not detecting takes five minutes.
- Email [email protected] with your order number (or Amazon order ID), which product, what it does and what you have tried. A photo of the fitted monitor from the side helps enormously.
- We reply with a diagnosis. If it is a defect we replace it, and we cover the return postage for the faulty unit.
- Re-pair the replacement to your hub: see Re-pairing a replacement monitor.
Software and security updates
Separately from the hardware warranty, we commit to security updates for at least two years after the last date of sale of each product, under the UK Product Security regime. Details on the security disclosure page.
Your legal rights
This warranty is in addition to your rights under the Consumer Rights Act 2015, which it does not affect. Full terms are in our Terms of Service.
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