Warranty policy and claims

ZKTeco Warranty in the UAE

Every ZKTeco product supplied by Sion General Trading Co LLC is genuine and comes with the manufacturer's warranty. The warranty period for each product is stated on your quotation and invoice, because it can differ between product types. This page explains what the ZKTeco warranty covers in the UAE and what it does not. It also explains how to make a claim through our Dubai office.

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In short, the warranty covers manufacturing defects that appear in normal use. It does not cover physical damage, liquid damage, power problems, unauthorised repairs, consumables or lost cards. When you have a fault, contact us with your invoice, the serial number and a description of the problem. We assess the device and, if the fault is covered, arrange repair or replacement through ZKTeco.

If a device is out of warranty, or the fault is not covered, we can still help. We diagnose the problem and quote a repair, a replacement part or a new device. Keep your invoice somewhere safe, because it is the proof of purchase that every warranty claim needs. An annual maintenance contract can cover maintenance and support after installation.

What the warranty covers

Manufacturing defects

Faults caused by a defect in materials or manufacture that appear during the warranty period. The product must have been installed correctly and used normally. Examples include a failed board, a dead display or a reader that stops working without any damage.

Repair or replacement

If a claim is accepted, the device is repaired or replaced through ZKTeco. Whether it is repaired or replaced depends on the assessment of the fault, so we confirm the outcome once the device has been checked.

Proof of purchase

Products we supply are genuine ZKTeco hardware. Your invoice from Sion General Trading Co LLC shows the model, the purchase date and the warranty period. Keep it with the device serial number, because you need both to make a claim.

Help with your claim

You deal with us rather than with the manufacturer directly. We check the fault, rule out settings and network issues, and handle the claim with ZKTeco on your behalf. We keep you informed until the device is back with you.

Covered and not covered

Manufacturing defects in normal use: Covered during the warranty period stated on your invoice. We assess the fault and arrange repair or replacement through ZKTeco.
Physical damage: Not covered. This includes cracked screens, broken housings and damage from impact, vandalism or a fall.
Liquid and weather damage: Not covered when water, dust, heat or sun exposure goes beyond the product rating. Choose outdoor-rated models and shelter them where advised.
Power surges and wrong adapters: Not covered. This includes damage from power surges, the wrong voltage, or an adapter or power supply that does not match the specification.
Unauthorised repairs or firmware: Not covered. Opening the device, repairs by others, or loading unofficial or unsuitable firmware can void the warranty.
Consumables and lost cards: Not covered. This includes cards, tags, smart lock batteries and other consumables, as well as lost or stolen cards.

How to make a warranty claim

Find your invoice and the serial number on the device label or in the device menu.
Contact us by phone, WhatsApp or email with the invoice, the serial number and a short description of the fault. Add a photo or video if you can.
Bring the device to our office in Deira, or ask us how to handle a fixed installation.
We assess the fault and confirm whether it is covered by the warranty.
If it is covered, we arrange repair or replacement through ZKTeco. If not, we quote an out-of-warranty repair or replacement.

Frequently asked questions

How long is the ZKTeco warranty in the UAE?

The warranty period for each product is stated on your quotation and invoice from Sion General Trading Co LLC. If you are unsure, send us your invoice number or the device serial number and we will confirm the warranty for that product.

What does the ZKTeco warranty not cover?

It does not cover physical damage, or liquid and weather damage beyond the product rating. Power surges, wrong adapters, unauthorised repairs or firmware, consumables and lost cards are also excluded. Faults caused by settings or network changes are not hardware defects, but we can fix them as a service call.

How do I claim warranty on a ZKTeco device?

Contact us with your invoice, the device serial number and a description of the fault. Then bring the device to our office at DBC Building, F204, near Airport Road, Al Khabaisi, Deira, Dubai. For a fixed installation, ask us how to proceed. If the fault is covered, we arrange repair or replacement through ZKTeco.

Do I need the invoice to claim warranty?

Yes. The invoice is your proof of purchase and shows the warranty period. Keep a copy with the device serial number. If you have lost it, contact us with your company name and the approximate purchase date and we will try to find the record.

Can I get my ZKTeco device repaired after the warranty ends?

Yes. We diagnose out-of-warranty devices and quote the repair, a replacement part or a new device, so you can choose. For systems with many devices, an annual maintenance contract can cover maintenance and support once the warranty has ended.

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DBC Building, F204, near Airport Road, Al Khabaisi, Deira, Dubai, UAE

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