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Warranty Process

Starting a Warranty Claim

If you are experiencing an issue with your device and would like to begin a warranty review, please contact our support team at support@33lock.com.

 

Information Required

To help our team review your claim as quickly as possible, please include the following information in your initial email.

  1. Videos and Screenshots of the Issue. Please provide clear videos and screenshots showing:

    1. The issue occurring

    2. Any error messages

    3. Lock behaviour

  2. Please include a screenshot of the lock’s Settings page within the TTLock app. This helps our team verify device information and review relevant configuration settings.
  3. Proof of Purchase (If Requested). In some cases, our team may request proof of purchase or order details to verify warranty eligibility.

Here's a video guide on how to obtain the screenshots and check for firmware update.

 

Warranty Review Process

Once the required information has been submitted:

  1. Our support team will review your issue and provide the next steps.

  2. If needed, we may request additional troubleshooting steps be completed 

  3. If the issue is not resolved, we will then advise the best resolution is replacement, repair, or another solution.

 

Warranty Limitations

The warranty covers manufacturing defects under normal use conditions. Warranty coverage may not apply to:

  • Improper installation
  • Physical damage or misuse
  • Unauthorized modifications or repairs
  • Normal wear and tear
  • Damage caused by environmental conditions, power issues, or improper maintenance

Final warranty approval is subject to review by the 33 Lock support team.

 

Additional Information

Please note:

  • Warranty replacements or repairs do not extend the original warranty period unless otherwise stated
  • Customers may be required to return defective hardware before a replacement is issued
  • Shipping, labour, or on-site service costs may not be covered unless otherwise specified

For complete warranty details, exclusions, and limitations, please refer to our Terms & Conditions.