Service & Support
After-sales policy · Warranty scope and response targets
Kanway provides full lifecycle after-sales for hotel, BMS and whole-home projects — warranty, spares and technical support from delivery to keep guestroom and public-area systems running reliably.
Service commitment
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Fast response
Weekdays 8:30–18:00 phone and online support; urgent faults prioritized for remote diagnosis.
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genuine spare parts
Panels, RCU, gateways and core parts supplied by Kanway for compatibility and quality.
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Project support
Remote tuning, firmware guidance and on-site support within warranty per contract.
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Traceable service
Ticket IDs, logs and closure records for owners and O&M teams.
Warranty policy
Standard warranty periods below; bulk hotel orders per signed contract, acceptance and warranty letter.
| Product / service category | Standard warranty | Warranty start | Notes |
|---|---|---|---|
| Smart switches, panels, door plates, keycard power hardware | 24 months | Factory date or project acceptance (whichever is later) | Free repair or replacement for material/workmanship defects |
| RCU, gateway, relay modules and core RCU equipment | 24 months | Same as above | Includes factory burn-in records |
| Whole project delivery | Per contract | Date of qualified completion acceptance | Usually ≥ 12 months; extended warranty available |
| Cloud platform / commissioning software | 12 months | Account activation or acceptance date | Includes upgrades and remote technical support |
| Extended warranty (optional) | Contractual stipulation | After standard warranty ends | May cover spares, on-site visits and response tiers — ask sales |
Note: Warranty excludes normal wear of consumables (batteries, fuses, etc.) unless agreed. OEM/ODM per technical and quality agreements.
Covered by warranty
- Performance faults from materials or workmanship under normal use
- Non-human functional faults after delivery despite factory QC
- Firmware defects affecting communication, scenes or logic (upgrade available)
- Batch compatibility issues after Kanway-standard installation (confirmed by engineering)
Not covered
- Unauthorized disassembly, modification or third-party repair
- Lightning, water, fire, misuse or overload
- Cosmetic scratches or stains without functional impact
- Beyond warranty, no proof of purchase/acceptance, or unreadable serial
- Damage from non-Kanway parts or software
Service request process
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Submit request
Phone, email or web form with project and fault details.
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Ticket registration
Provide the product model, quantity, SN (if any), photo or video of the scene.
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Remote diagnosis
Technical support prioritizes remote troubleshooting, and guides on-site retesting if necessary.
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Medical Treatment: Arrange spare parts replacement, repair or on-site service (by contract) within the warranty.
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Closed-loop confirmation
After repair, both parties confirm that the repair report will be filed for reference.
FAQs
When does the warranty period start?
The batch project is generally calculated from the date of completion and acceptance of the project; the items purchased for distribution are subject to the factory date or the sales contract agreement. In case of conflict, the written contract of both parties shall prevail.
How is the warranty period for spare parts replaced during the warranty period calculated?
The replacement good spare parts will continue to be valid for the remaining original warranty period from the date of replacement; if the original warranty has been less than 3 months, the replacement parts will be guaranteed for at least 3 months from the date of replacement (or as agreed in the contract).
Will overinsured products still be supported?
Yes. We provide paid repair, spare parts supply and extended warranty services, and the cost is quoted according to the fault appraisal results and the bill of materials.
Return Product Shipping Address and Cycle?
After confirming the repair request, the customer service will provide the return address and receiving information. Generally, the testing period is 5–10 working days (excluding logistics time), and urgent items can be negotiated and accelerated.
Is the failure caused by improper construction by the installer warranted?
After technical appraisal, damage caused by irregular installation (such as zero fire wiring error, overload, etc.) is not covered by the free warranty, but paid technical support and rectification suggestions can be provided.
Need program or training support?
In addition to the after-sales warranty, we also provide project commissioning, operation and maintenance training and platform docking services.