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SERVICE & WARRANTY POLICY

CASA hardware products, with special provisions for smart locks.

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1. Purpose and scope

This policy explains the after-sales service and limited warranty offered for genuine CASA products sold in India through CASA, casaestore.com, authorised dealers, authorised marketplaces, or other authorised sales channels. Product-specific warranty terms printed on the product page, invoice, packaging, warranty card, or written quotation will apply together with this policy. If there is a conflict, the more specific written product term will apply, subject always to applicable law.

Smart locks require specialised assessment, installation, demonstration, connectivity setup and troubleshooting. Sections 3 to 9 therefore contain additional conditions that apply specifically to CASA smart locks.

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2. Definitions

  1. Authorised Service Provider - a technician, installer, service partner or service centre appointed or approved by CASA.

  2. Customer - the original purchaser or lawful end user holding valid proof of purchase.

  3. Product - a genuine CASA-branded product covered by this policy.

  4. Warranty Period - the applicable period stated in the product-specific warranty schedule, beginning on the invoice date unless CASA expressly states otherwise.

  5. Manufacturing Defect - a defect in material or workmanship that existed under normal and intended use; it does not include wear, accidental damage, site conditions, misuse or excluded causes.

  6. Serviceable Location - a PIN code currently covered by CASA or its authorised service network. Coverage and turnaround time may vary by location.

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PART A — SERVICE POLICY

3. Service coverage

  1. Professional smart-lock installation and demonstration services are presently available in 250+ cities and 7,500+ PIN codes across India. Actual availability must be confirmed at the time of booking.

  2. Customers may request installation or service at https://installation.casaestore.com/.

  3. Remote troubleshooting may be offered first. If the issue cannot reasonably be resolved remotely, CASA may schedule an on-site visit or request the Product to be sent to an authorised service location.

  4. Service in non-serviceable or difficult-to-access locations may require additional time, customer-assisted shipment, or separately disclosed travel/logistics charges.

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4. Smart-lock pre-installation requirements

Before booking installation, the Customer must verify the model-specific requirements stated on the relevant product page. Unless expressly approved in writing by CASA:

  1. The door and door frame must be made of wood.

  2. Door thickness must fall within the range specified for the selected smart-lock model.

  3. If a safety door is present, the clearance between the main door and safety door must meet the model-specific requirement.

  4. The door must not contain concealed metal sheets, metal pipes, rods or other reinforcement that may obstruct cutting, drilling or fixing.

  5. The lock is not suitable for double doors unless the specific model is expressly described as compatible.

  6. A stable, separately available 2.4 GHz Wi-Fi network is required for models that connect to a phone or cloud service.

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Site feasibility: Installation is subject to physical inspection. If the door, frame, thickness, clearance, wiring, network, alignment or construction is unsuitable, the engineer may decline or postpone installation. CASA is not responsible for a failed visit caused by inaccurate site information or non-compliant conditions.

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5. Installation, demonstration and warranty registration

  1. One standard installation visit is complimentary per eligible CASA smart lock, subject to the product offer, serviceability and compliant site conditions.

  2. The complimentary benefit covers standard installation only. Non-standard carpentry, door/frame modification, repair, polishing, civil work, electrical work, cabling, network equipment, travel outside service limits, repeat visits for an unready site, or removal/refitting of another lock may be chargeable after customer approval.

  3. Warranty for a CASA smart lock becomes valid only when the Product is installed by an authorised CASA installation engineer and the installation and product demonstration are successfully completed.

  4. The authorised engineer will register the warranty after installation. The Customer should retain the invoice, installation job sheet/confirmation, serial number and warranty-registration record.

  5. Installation by an unauthorised person may void warranty coverage for defects or damage caused by that installation and may make the Product ineligible for on-site warranty support, to the extent permitted by law.

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6. How to request service

  1. Keep the purchase invoice, model number, serial number, installation details and registered mobile number ready.

  2. Submit the complaint through https://installation.casaestore.com/, describing the issue and attaching clear photographs or video where requested.

  3. Cooperate with reasonable remote diagnosis, including battery replacement, app checks, network checks, reset procedures and inspection of door alignment.

  4. Receive a service-request or job number and proposed next action.

  5. Provide safe access to the Product and ensure that an adult authorised by the Customer is present for an on-site visit.

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7. Service classification and charges

1. In-warranty defect ----- Covered manufacturing defect under normal use ----- No charge for covered diagnosis, repair or replacement; exclusions may be chargeable.

2. Non-warranty service ----- Expired warranty, excluded cause, accidental damage or unauthorised alteration ----- Inspection, visit, labour, parts, logistics and applicable taxes may be charged after estimate approval.

3. No-fault / site issue ----- Door misalignment, swollen door, weak Wi-Fi, router/app/phone issue, depleted battery or improper use  ----- Visit or labour charge may apply even during warranty.

4. Installation-related revisit ----- Site not ready, wrong dimensions disclosed, customer unavailable or requested relocation/reinstallation ----- Chargeable unless caused by CASA's authorised installation workmanship.

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8. Service timelines

CASA will make reasonable efforts to acknowledge a complaint within 2---3 BUSINESS DAYS, arrange remote diagnosis within 3---4 BUSINESS DAYS, and schedule an on-site visit within 4---8 BUSINESS DAYS in serviceable locations. Repair or replacement timelines depend on location, part availability, diagnosis, logistics, holidays, force majeure and customer availability. These are target timelines, not guaranteed completion dates. CASA will communicate material delays where practicable.

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9. Customer responsibilities and safety

  1. Use the Product in accordance with its manual and retain emergency mechanical keys outside the locked premises in a secure, accessible location.

  2. Replace batteries promptly when low-battery warnings appear. Use only the recommended battery type and do not mix old/new or different battery chemistries.

  3. Maintain door and frame alignment. Smart-lock performance may be affected by door sagging, swelling, warping, forced closure or excessive load on the locking bolts.

  4. Keep passwords, PINs, cards, app accounts, OTPs and mechanical keys secure. Delete access credentials for former occupants, employees or service providers.

  5. Do not dismantle, drill, lubricate internally, modify firmware, bypass safety features or permit unauthorised repair.

  6. Back up or record necessary access credentials before a reset or service visit. CASA may need to reset the Product, which can remove enrolled users, logs or settings.

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PART B — LIMITED WARRANTY POLICY

10. Warranty schedule

1. Smart-lock electronic and mechanical assembly ----- [365 DAYS] ----- Manufacturing defects; authorised installation and registration required.

2. Smart-lock accessories (cards, keys, power adaptors, gateways, remotes) ----- [180 DAYS] ----- Model-specific; excludes loss, physical damage and consumables.

3. Installation workmanship ----- [7 DAYS] ----- Defect directly caused by authorised standard installation.

4. Architectural hardware (locks, cylinders, handles, hinges, closers, channels and fittings) ------ [MODEL-SPECIFIC] ------ As stated on invoice, product page, packaging, quotation or warranty card.

5. Batteries and other consumables ----- [NOT COVERED] ----- Only an inherent defect, if expressly covered; normal depletion excluded.

6. Surface finish / coating ----- [MODEL-SPECIFIC] ----- Subject to environment, maintenance and stated finish warranty.

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11. What the limited warranty covers

During the applicable Warranty Period, CASA will, at its option and subject to diagnosis, repair the covered Product, replace the defective component, replace the Product with the same or a functionally equivalent model, or provide another remedy required by applicable law, where a verified Manufacturing Defect arises under normal, intended and properly maintained use.

  1. Replacement parts or products may be new or serviceable-equivalent and may differ cosmetically where the original model, colour or finish is unavailable, provided functionality is reasonably equivalent.

  2. A repaired or replacement Product will be covered for the remainder of the original Warranty Period, subject to management approval and applicable law.

  3. Ownership of a replaced defective part or Product passes to CASA when the replacement is provided, unless prohibited by law.

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12. Warranty exclusions

The limited warranty does not cover a failure or damage caused wholly or partly by:

  1. Normal wear and tear, cosmetic changes, scratches, dents, fading, tarnishing, corrosion or finish deterioration not covered by an express finish warranty.

  2. Accident, impact, misuse, abuse, vandalism, attempted break-in, forced entry, fire, flood, lightning, pests, water ingress, excessive humidity, pollution, salt-laden/coastal atmosphere, chemicals or other external causes.

  3. Improper storage, transport, handling, installation, removal, relocation, repair, alteration or use by an unauthorised person.

  4. An unsuitable, warped, swollen, misaligned or damaged door/frame; excessive door pressure; non-compliant thickness or clearance; concealed metal; or building movement.

  5. Depleted, leaking, counterfeit, incompatible or incorrectly inserted batteries; unstable power; voltage fluctuation; or unauthorised power supplies.

  6. Internet, Wi-Fi, router, mobile network, cloud-service, third-party app, phone compatibility, operating-system permission, cybersecurity incident or third-party platform issue not caused by a defect in the Product.

  7. Loss or compromise of keys, cards, passwords, PINs, OTPs, fingerprints, face data, app credentials or registered devices.

  8. Use outside specifications, commercial/high-frequency use where the model is intended for residential use, failure to follow the manual, or lack of reasonable maintenance.

  9. Serial number, label, seal or proof of purchase being removed, altered, illegible or inconsistent, except where the Customer can establish entitlement by other reliable evidence.

  10. Counterfeit, grey-market, used, refurbished or unauthorised-channel products unless CASA expressly accepts coverage in writing.

An exclusion applies only to the extent the excluded event caused or contributed to the claimed defect. Nothing in this policy excludes rights or remedies that cannot lawfully be excluded.

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13. Smart features, app and connectivity

Smart features may depend on compatible phones, operating systems, app versions, network quality, 2.4 GHz Wi-Fi, third-party services and cloud availability. CASA may issue security, firmware or app updates and may change or discontinue a feature where reasonably necessary for security, compatibility, legal compliance or third-party dependency. CASA will not guarantee uninterrupted remote connectivity, notification delivery or cloud availability. Core mechanical access should always be planned for, including safe custody of emergency keys.

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14. Claim assessment and remedy process

  1. CASA verifies warranty eligibility and performs preliminary diagnosis.

  2. The Customer may be asked to provide photographs, video, logs, invoice, serial number and installation record.

  3. CASA or its authorised provider inspects the Product on-site or at a service location.

  4. If covered, CASA proceeds with repair, part replacement, product replacement or another lawful remedy.

  5. If not covered, CASA explains the basis and may offer a paid estimate. Work begins only after customer approval, except for a pre-disclosed inspection/visit charge.

CASA may decline an unsupported claim, but the Customer may request escalation under Section 17. Where a Product is submitted for service, CASA may retain replaced parts for technical analysis and responsible disposal.

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15. Data and privacy during smart-lock service

  1. The Customer should remove unnecessary user profiles and credentials before handing over the Product, where safe and practical.

  2. Service may require factory reset, firmware update or replacement of electronic modules, which may erase access profiles, settings, event logs and app pairing.

  3. CASA and its service partners should access only information reasonably necessary to diagnose, repair, secure and document the service request, in accordance with CASA's applicable privacy notice and law.

  4. The Customer remains responsible for changing passwords/PINs and reviewing authorised users after service is completed.

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16. Limitations and statutory rights

To the maximum extent permitted by law, CASA is not responsible for indirect, incidental or consequential loss such as loss of use, missed notifications, alternative accommodation, loss of business, loss of data or unauthorised access, except where liability cannot legally be limited. A smart lock is one element of premises security and does not guarantee prevention of burglary, trespass, injury or property loss.

This limited warranty is in addition to, and does not restrict, mandatory rights available to consumers under applicable Indian law, including the Consumer Protection Act, 2019 and applicable rules. Any term that is unlawful or unenforceable will be read down only to the minimum extent necessary; the remaining terms continue to apply.

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17. Support, escalation and grievance contact

Installation booking ----- https://installation.casaestore.com/

Online store ----- https://www.casaestore.com/

Customer-care phone ----- +91-7087112028

Customer-care email ----- support@casaestore.com

Service hours ----- Monday to Friday 10:00 AM to 05:00 PM

Grievance Officer ----- Mr. Hamza K. Dalal

Grievance Officer service hours ----- Saturday to Thursday 11:00 AM to 04:00 PM

Grievance Officer phone ----- +91-9714452110

Postal address ----- Plot No. 17, Shree Industrial Park, Kansumra, Jamnagar - 361006. Gujarat. India.​

When escalating, quote the service-request number and provide the invoice, chronology and requested resolution. CASA will endeavour to acknowledge a grievance within 48 WORKING HOURS and resolve it within the period prescribed by applicable law or, where no specific period applies, within a reasonable time.

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18. General terms

  1. CASA may update this policy prospectively.

  2. This policy is governed by the laws of India. Courts/consumer commissions having jurisdiction under Jamnagar, Gujarat, India will retain jurisdiction.

  3. Force majeure events may extend service timelines where performance is prevented by events beyond reasonable control, including natural disasters, epidemic restrictions, civil disturbance, transport interruption, government action, labour disruption, cyber incident or major supply interruption. CASA will resume performance as reasonably practicable.

  4. No dealer, installer or employee may enlarge or alter this warranty unless CASA confirms the change in writing through an authorised representative.

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