Warranty & Claims

Warranty Coverage

Aura Smart Solution's warranty covers eligible manufacturing defects in materials, components and workmanship occurring during normal and intended use of the product, subject to the applicable warranty conditions.

Warranty is valid only for genuine Aura products purchased from Aura Smart Solution or an Aura Authorised Dealer.

Submission of a warranty claim does not automatically mean that the claim has been approved. All warranty claims are subject to inspection, technical assessment and verification by Aura Smart Solution.

How to Make a Warranty Claim

To help us assess your warranty request efficiently, please follow the steps below.

Battery & Charging Requirements

App, Wi-Fi & Connectivity

Smart lock applications, Wi-Fi, Bluetooth and remote connectivity depend on multiple external factors that may be outside the direct control of Aura Smart Solution.

The warranty does not cover connectivity issues caused solely by:

• Weak or unstable home internet connections.
• Wi-Fi router settings or configuration.
• Internet service provider interruptions.
• Customer mobile phone or device issues.
• Operating system compatibility.
• Incorrect network setup.
• Third-party application issues.
• Third-party cloud or server downtime.
• Bluetooth or wireless network interference.

A connectivity issue may be considered for warranty assessment where technical inspection confirms that the fault originates from an eligible defect in the smart lock hardware or covered component.

What Is Not Covered

The warranty does not cover product damage or failure caused by:

• Physical impact or excessive force.
• Dropping or striking the smart lock.
• Door or gate slamming.
• Forced entry or attempted burglary.
• Accidental damage.
• Improper or unintended use.
• Failure to follow operating or maintenance instructions.
• Incorrect or incompatible batteries.
• Improper charging methods.
• Incorrect voltage or incompatible power equipment.
• Unauthorised dismantling, modification or repair.
• Use of incompatible or non-approved replacement components.
• Damage caused by external events unrelated to a manufacturing defect.

Warranty inspections and repairs must only be performed by Aura Smart Solution, Aura authorised technicians or approved service personnel.

Door, Gate & Installation Conditions

Smart lock performance may be affected by changes to the door, gate, frame or surrounding structure after installation.

Issues caused by the following are not considered smart lock manufacturing defects:

• Door or gate misalignment.
• Door sagging or warping.
• Loose or damaged hinges.
• Structural movement.
• Changes to the door or gate frame.
• Changes to the door gap.
• Improper adjustment by third parties.

Where applicable, Aura Smart Solution may provide chargeable adjustment or servicing for door or gate-related conditions.

Water, Weather & Environmental Conditions

For Aura smart lock models with an advertised IP protection rating, normal exposure within the stated product specification does not automatically invalidate the warranty.

However, damage caused by the following is not covered:

• Flooding or water submersion.
• Pressure washing.
• Water exposure beyond the product's specified protection rating.
• Improper installation that compromises weather protection.
• Chemical or corrosive exposure.
• Extreme environmental conditions.
• Fire or natural disasters.

Airbnb, Rental & Commercial Use

Aura products specifically marketed or approved for Airbnb, rental or commercial applications may be used for their intended purpose and remain subject to the applicable warranty conditions for the relevant model.

Damage resulting from using a product outside its recommended or designated application may not be covered.

Repair & Replacement

For an approved warranty claim, Aura Smart Solution may repair the affected product or replace eligible defective components.

Repair may be carried out using new, equivalent or suitable compatible replacement parts of comparable function and quality.

Where repair is not reasonably feasible, Aura Smart Solution may offer an equivalent or comparable replacement model, subject to availability and applicable warranty conditions.

If a customer voluntarily chooses to upgrade to a higher-value model, the customer will be responsible for the applicable price difference.

Non-Warranty Service & Charges

If technical assessment determines that an issue falls outside the applicable warranty coverage, charges may apply for:

• Technician transportation.
• On-site inspection.
• Labour.
• Door or gate adjustment.
• Spare parts.
• Replacement components.
• Delivery or other required services.

Where practicable, customers will be informed of applicable charges before chargeable repair or replacement work is carried out.

Warranty Assessment

Aura Smart Solution reserves the right to approve or reject warranty claims based on the applicable warranty conditions and the findings of the technical assessment.

Warranty eligibility may be determined based on:

• Proof of purchase.
• Product condition.
• Technical inspection findings.
• Cause of the reported fault.
• Battery and charging conditions.
• Installation and door conditions.
• Compliance with applicable product instructions.

These warranty terms do not limit any consumer rights that cannot lawfully be excluded under applicable Malaysian law.