After-Sales Service Policy and Precautions
1. Warranty Period Calculation Rule:
Calculated from the date of purchase (i.e., from the date an invoice, sales receipt, or store order confirmation is issued);
If the consumer has lost the invoice and product warranty card and cannot provide other valid proof, the warranty start date shall be calculated as 90 days after the date of manufacture;
Any repair records during the warranty period will not change the warranty period calculation rule.
2. Warranty Coverage:
During the warranty period, if the product experiences performance failures due to non-human factors, our company will provide free repair services.
1) Warranty Policy
Warranty Policy Description
Quality issues within 7 days: Refund, replacement, warranty Within 7 days (inclusive) from the date of receipt of the goods, if the product's main unit experiences a performance failure not caused by human damage, you may choose a one-time refund of the actual amount paid, or a replacement with the same model and specification, or free repair.
Quality issues within 15 days: Replacement, warranty From the 8th day to the 15th day (inclusive) from the date of receipt of the goods, if the product's main unit experiences a performance failure not caused by human damage, you may choose a replacement with the same model and specification, or free repair.
In-warranty repair During the whole-machine warranty period, if the product's main unit experiences a performance failure not caused by human damage, free repair service will be provided.
2) Warranty Coverage
During the warranty period, if the product experiences performance failures due to non-human factors, our company will provide free repair services.
① Main unit: front panel assembly and lock cylinder assembly, with a warranty period of one year.
② Consumables prone to wear: lithium battery, with a warranty period of 1 year.
③ The accessory kit, strike plate, strike box and dry batteries are consumables supplied randomly with the product, with a warranty period of 15 days.
This product is sold only in mainland China (excluding Hong Kong, Macao, and Taiwan), therefore after-sales service is provided only in mainland China (excluding Hong Kong, Macao, and Taiwan).
3. Non-Free Warranty Coverage:
3.1 If the relevant purchase proof cannot be provided, or if the proof is altered or illegible.
3.2 If the product failure is caused by improper use or self-assembly, disassembly, or modification by the consumer or unauthorized personnel.
3.3 Damage caused by force majeure events.
3.4 Products purchased from non-official VOC authorized stores.
4. For Products Beyond the Warranty Period:
For products that are beyond the warranty period, our company will provide paid services in accordance with the "VOC Product Repair Parts and Service Charging Standards" published on the official website and official WeChat account.
5. For Discontinued Products:
For VOC discontinued products, our company will retain repair parts for these products for 5 years from the date of discontinuation. After 5 years, related repair parts will no longer be available. Therefore, for VOC discontinued products that are also beyond the warranty period, after-sales service will not be available due to the lack of necessary repair parts.
6. After-Sales Service Provider:
After-sales service for VOC brand products is provided by Zhejiang VOC Technology Co., Ltd.
After-sales hotline: 400-60-88877, service hours: 8:30-24:00.
① Users can call the official 400 hotline or follow the official WeChat account [VOC Safe Service], menu [Service] → [After-Sales Service] → [Product Repair].
② Users can mail the faulty lock to the VOC officially designated after-sales repair center; it will be returned after repair.
③ Users can take the faulty product to a VOC offline store to submit a repair request, and the store will collect and repair it uniformly. Users can also log in to the VOC official website, go to Brand Service - After-Sales Service - Contact Online Customer Service, to find the address of a store or an officially designated repair center.