Product Ordering FAQs
Frequently Asked Questions
We offer up to 1 year limited warranty for smart locks purchased from SENSIC or one of its authorized resellers or distributors. Please refer to the warranty certificate included in the package for your warranty expiry date. Please note that warranty is not appliable to any free items or any items without warranty certificate.
1. Warranty Coverage
a. SENSIC warrants the product against defects in materials and workmanship under normal use for the warranty period starting from the Date of Purchase.
b. During the warranty period, SENSIC will provide free product maintenance service for any product defects.
c. In the case where the product needs to be replaced during the warranty period, a refurbished product will be provided as a replacement.
2. What is Not Covered within Warranty Period
a. Damage due to: misuse, abuse or modification, salt, hail, or other environmental conditions including natural disasters (rain, snow etc), improper installation, installation of an incorrect part, and damages caused by other faulty parts.
b. Damage due to: improper repair, operation or maintenance or connections to improper voltage supply or, to the extent allowed by law, attempted repair by anyone other than a facility authorized by SENSIC to service the device.
c. Damage caused by any third-party product, service or system, use of the device for purposes other than for which the device was designed or intended, or use in improper temperature, humidity or other environmental conditions.
d. Normal wear and tear.
e. Used or salvaged parts.
f. Components are not indicated in your Warranty Certificate i.e. IC card, mechanical keys and screws.
g. If batteries not provided by SENSIC caused your SENSIC smart lock(s) to malfunction.
3. Other
a. Please provide the warranty certificate or receipt issued by SENSIC when requesting maintenance service within the warranty period. If a valid warranty or receipt cannot be provided, or the warranty/receipt does not match with our record, a fee may be applied for any maintenance service.
4. Lifetime Maintenance Service
a. SENSIC provides lifetime product maintenance service. For requests after the warranty period, relevant service fee and maintenance fee will be charged.
If you have any questions about your product, please contact us at your preferred channel.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a refund or exchange.
The return policy is NOT applicable to SENSIC DF2,G2/G20 Pro and P20/P20 Pro smart locks because these smart locks will be customized for your door.
To be eligible for a refund or exchange, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase along with the warranty card.
To start a return, you can contact us at info@sensictech.com. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@sensictech.com.
PLEASE NOTE THAT INSTALLATION FEE IS NOT REFUNDABLE.
Installation fee as below:
S1/T1- $60 - 80,
A290 - $80,
DF2/G20/P20 series - $250
Currently, we only ship within Canada (except Quebec) and US but we are working on expanding our offerings internationally!
We offer 3 different shipping options within Canada:
Canada Post Standard: 3-8 business days
FedEx Ground: 1-4 business days
Purolator Express: Next business day
We understand that there may be situations where you where you need to edit or cancel your order. We will try to accommodate as best we can but once the order has been fulfilled, we may not be able to modify the order.
If you were not able to edit or cancel your order and would like an exchange, please contact us at info@sensictech.com or write us a message here.