Support

Warranty

Learn about ITSOKEY product warranty policies and A/S services.

About Product Warranty

All service-related matters of ITSOKEY are implemented in accordance with the Consumer Damage Compensation Standards under the Consumer Protection Act enacted by the government.
ITSOKEY products are recommended to be installed by ITSOKEY certified professionals. In case of failure due to direct self-installation or installation by third parties other than professionals, you may not be able to receive A/S or may receive disadvantages.
Product warranty is limited to use in South Korea.

Service Guide for Failures During Normal Use

Free service is provided for 1 year from product purchase date, or within 18 months from product manufacturing date if purchase date cannot be confirmed. Please refer to this information.

Consumer Damage Type	Within Warranty Period	After Warranty Period
Within 3 months of initial installation When repair is required due to performance issues under normal use conditions	Product exchange	-
Within 1 year of initial installation When repair is required due to failure under normal use conditions	Free repair	-
3rd occurrence of same symptom after initial installation When the same failure occurs repeatedly	Free repair	Paid repair
4th or more occurrence of same symptom after initial installation When the same failure occurs 4 or more times repeatedly	Product exchange	Product exchange after fixed depreciation
When repair parts are available but repair is impossible When repair is impossible within parts retention period	Product exchange	Product exchange after fixed depreciation
When repair is impossible due to lack of repair parts When parts are not available within parts retention period	Product exchange	Product exchange after fixed depreciation

Service Guide for Consumer Fault and Negligence

In the following cases, when technicians visit for A/S requests, pre-determined dispatch fees or A/S charges (dispatch fee + technical fee + parts cost) may be charged, so please be aware.

Category	Details
Not a Malfunction	1. When product is damaged due to password loss 2. When inspections other than the product are performed, such as adjusting door installation status and door closer adjustment due to door sagging, not product failure 3. When determined as simple inspection request for product abnormalities without clear failure symptoms 4. When product reinstallation or exchange is required due to poor installation quality by third parties other than certified professionals
Consumer Fault and Negligence	1. When failure occurs due to consumer's careless handling or attempts at unauthorized repair and modification 2. When malfunction occurs due to poor battery insertion, use of defective batteries, etc. 3. When failure and damage occur due to use other than the product's intended purpose 4. When failure and damage occur due to consumer's intent or unknown external impact 5. When exchanged or repaired arbitrarily by third parties without registering with company customer center
Other Cases	1. Failure and damage due to fire or natural disasters 2. When consumable parts (batteries, etc.) have reached end of life 3. When malfunction occurs due to condensation and moisture

Important Notice

Warranty Service Conditions

• Purchase receipt or warranty card required
• Limited to products with authentic verification
• Professional installation recommended
• Normal use conditions according to user manual

Door Lock Related Information

• ITSOKEY is a communication module manufacturer and door locks are supplied through OEM.
• Warranty matters for door lock failures are determined according to the door lock manufacturer's policy.

Additional Information

• Contact within 2-3 business days after A/S request
• Only genuine parts used for replacements
• Paid A/S service available after warranty period