Warranty Policy

Overview

Every product we sell is covered by the manufacturer's standard warranty.

Clarke Advantage LLC is an authorized dealer. We do not manufacture the hardware and we do not issue a warranty of our own — the coverage that protects you comes from the manufacturer, and the manufacturer makes the final decision on any claim.

What we do is make that process straightforward. Warranty issues on access control hardware are rarely simple, and the difference between a claim that moves and a claim that stalls is usually the quality of the information behind it. That is where we are useful.

01Start With Us

Contact us first. Always.

Before you go anywhere else, come to us. We will:

• Help you determine whether the issue is a genuine warranty fault, a configuration or commissioning problem, a power or network issue, or a delivery matter under our Returns & Refunds Policy
• Confirm the warranty status of your product against your order record
• Assemble what the manufacturer will ask for — proof of purchase, model and serial numbers, firmware version, photographs, and a clear fault description
• Introduce you to the right technical or warranty contact rather than leaving you to find one

A meaningful number of issues we see are resolved at this stage without a claim being needed at all. Settings, wiring, signal, power supply, and firmware account for more faults than defective hardware does.

02Where Claims Are Decided

Warranty claims are administered and decided by the manufacturer.

In most cases, once we have helped you establish that the issue is a warranty matter, we will direct you to the manufacturer's warranty and technical support team and give you everything you need to open the claim. Where we are able to raise or progress a claim on your behalf, we will do so as a courtesy and we will stay involved as far as we usefully can.

That assistance is offered in good faith. It is not a guarantee. Clarke Advantage LLC is not a party to the manufacturer's warranty and is not responsible for the manufacturer's decision, handling, or timescales.

03Who Raises the Claim

Our contract of sale is with the purchaser of record.

Where a product was supplied to a homeowner, HOA, or property manager by an installer, integrator, or dealer who purchased it from us, warranty matters should come to us through that installer, integrator, or dealer. They hold the order record and the installation detail the manufacturer will require, and a claim raised through them moves faster.

We are glad to speak with end users directly, and we will help wherever we can. Doing so does not create a contractual relationship with anyone other than the purchaser of record.

04Installation Requirements

Please read this before submitting a claim.

Manufacturer warranty coverage on this class of hardware may depend on installation and commissioning by a qualified — and where the manufacturer requires it, certified — installer, working to the manufacturer's instructions and applicable local codes. The manufacturer may request evidence of professional installation before accepting a claim.

Clarke Advantage LLC does not perform installation. We do not supervise, inspect, certify, or commission installed systems, and we are not responsible for the workmanship, certification status, or representations of any installer, integrator, or contractor — whether or not that party purchased the product from us, and whether or not they were identified to you through us.

If you need help finding a qualified installer in your area, ask us. Any referral we make is a convenience, not an endorsement or a warranty of that installer's work.

05What Manufacturer Warranties Typically Cover

• Defects in materials and workmanship
• Hardware failures under normal use conditions
• Factory defects discovered after purchase

What they typically do not cover

• Damage caused by improper or non-compliant installation
• Damage caused by misuse, abuse, or neglect
• Normal wear and tear
• Damage caused by unauthorized modification or repair
• Damage caused by power surges, lightning, flooding, or environmental exposure
• Cosmetic damage that does not affect function
• Loss of function caused by third-party services outside the product — network outages, internet or cellular service interruption, carrier network changes, expired SIM or data plans, or manufacturer app and cloud service changes

Coverage terms, periods, and exclusions vary by product and by manufacturer. The documentation supplied with your product governs.

06Warranty Period and Proof of Purchase

The warranty period begins on the date of purchase and varies by product.

Proof of purchase is required for every claim. Please keep your order number and confirmation email. If you cannot locate them, contact us and we will retrieve your order record.

Claims must be raised within the warranty period applicable to the product. A fault that first appears after the period has ended is not covered, however recently the product was installed.

07How to Submit a Warranty Claim

1. Contact us with your order number, the product model and serial number, and a description of the fault
2. Send photographs or video of the issue where relevant, along with any error codes, indicator light behavior, or installer notes
3. We review the information with you, confirm warranty status, and identify whether the issue is a warranty matter
4. We direct you to the manufacturer's warranty team with your claim information assembled, or where we are able to, open the claim on your behalf
5. The manufacturer reviews the claim and determines the outcome. We will help you follow up

Shipping on warranty claims

Where a product must be returned to the manufacturer for assessment, shipping is arranged in accordance with that manufacturer's warranty procedure. Unless the manufacturer states otherwise, the cost of sending a product in for assessment is not covered by Clarke Advantage LLC.

Replacements

We do not offer advance replacements, loan units, or temporary equipment while a claim is assessed. A replacement is issued only once the manufacturer has determined the outcome of the claim.

08Remedies

Depending on the manufacturer's determination, remedies may include repair, replacement with the same or an equivalent product, or a credit issued by the manufacturer.

The remedy is decided solely by the manufacturer. Clarke Advantage LLC does not guarantee a specific outcome or turnaround time.

09Warranty or Return? Two Different Things

A fault that develops after installation is a warranty matter, not a return, and is not subject to the 5-business-day or 7-day windows. If you are unsure which path applies, contact us and we will tell you. See our Returns & Refunds Policy.

10What This Warranty Does Not Cover

Please read this section carefully. It reflects the nature of the equipment we supply.

Labor, removal, and re-installation

A manufacturer warranty covers the hardware. It does not cover the cost of diagnosing, removing, re-installing, re-commissioning, or re-programming a product, and neither do we. Installer labor, call-out charges, site visits, lift or access equipment, trenching, cabling, and making good are your responsibility and are not recoverable from Clarke Advantage LLC.

Downtime and loss of access

We are not liable for loss of access, gate or door downtime, inconvenience, lost rent, lost business, or any cost arising from a period during which a product is faulty, being assessed, or awaiting replacement.

Not life-safety equipment

Access control, intercom, and detection products are convenience and access-management devices. They are not fire alarm systems, medical alert systems, or life-safety devices, and they are not a substitute for emergency services. Do not rely on any product as the sole means of summoning help.

No guarantee of security

No security product prevents all unauthorized access, intrusion, theft, vandalism, or loss. Products may fail, be defeated, be tampered with, or be rendered inoperative. Clarke Advantage LLC does not warrant that any product will prevent any particular event or loss. You are responsible for maintaining appropriate insurance.

Dependency on third-party services

Many products depend on mains power, network connectivity, internet service, cellular coverage, SIM and data plans, third-party apps, and manufacturer cloud services — none of which are supplied or controlled by Clarke Advantage LLC. Service interruption, carrier network changes or sunsets, coverage gaps, app changes, and cloud outages are outside our control and are not warranty faults.

11Limitation of Liability

Clarke Advantage LLC's total liability in connection with any product is limited to the amount actually paid by you for that product.

We are not liable for indirect, incidental, special, punitive, or consequential damages, or for loss of profits, revenue, data, business, goodwill, or anticipated savings, arising from a product defect, failure, or delay in resolution — whether in contract, tort, negligence, strict liability, or otherwise.

Except for the manufacturer's warranty and any warranty that cannot lawfully be excluded, products are supplied as is. To the maximum extent permitted by law, Clarke Advantage LLC disclaims all other warranties, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

Some jurisdictions do not allow certain exclusions or limitations of liability. Where an exclusion is not permitted, our liability is limited to the minimum extent permitted by that law. Nothing in this policy limits any right you have under applicable consumer protection law that cannot lawfully be excluded.

This policy forms part of our Terms and Conditions.

12Trade and Dealer Accounts

Approved dealers are additionally subject to the Clarke Advantage Dealer Sales Agreement. Dealers are responsible for communicating these terms to their own customers before sale, and for holding the order and installation records the manufacturer will require on any claim.