Customer Service
Warranty & Service Policy
Warranty is separate from returns and refunds. A covered technical fault is normally resolved by diagnosis, repair, replacement or service.
What your warranty covers
- Warranty length and terms are product-specific. The exact warranty for your item is shown on the product page, on your invoice, and inside My Orders.
- Warranty covers manufacturing and functional defects that appear in normal household use.
- Serialized products such as smart door locks are covered against the exact unit barcode recorded on your order.
Policy SDL-2026-10 · effective 28 October 2026
Smart Door Locks: 2 Years Product Warranty + 5 Years Service Warranty
Eligible models: ORIX, HRIDI, NEXA AI, LORIX, AUREN, HOME, LIVING and MECHA S6, sold under this policy from its effective date. The warranty that applies to you is the one recorded on your order for the model you bought. Earlier purchases keep the warranty they were sold with.
Product Warranty: 24 months. Covers verified manufacturing and functional defects in normal intended use. For eligible claims we assess the problem and arrange repair, replacement of covered components, or another appropriate remedy, without charging for covered components or standard repair labour. A fault does not automatically mean an immediate full-unit replacement; the resolution depends on technical findings and your consumer rights.
Service Warranty: 60 months total. The five years include the first two years; it is not seven years. It covers technical guidance, remote troubleshooting where available, and standard repair labour for eligible claims at authorised service facilities. After the first 24 months, replacement parts may be charged. Transport, courier, on-site travel or exceptional installation work may be charged. We tell you any cost and get your approval before paid work starts.
When it starts: both periods run from the verified delivery date. Registration or account changes do not restart them. For a replacement, the original remaining warranty continues unless we state otherwise or the law requires more.
Batteries and consumables: rechargeable batteries, AA/AAA batteries and other consumables have separate conditions. Normal capacity loss and ordinary depletion are not covered by the 24-month product warranty.
Not covered: accidental damage or drops; misuse; unauthorised opening, tampering or repair; incorrect installation or door cutting that causes the fault; external electrical faults or wrong power sources; water exposure beyond the model's stated rating; fire, flood and other external events; normal wear and battery ageing. These are judged by the cause of the fault and never used to refuse an unrelated verified defect. An IP rating applies only to the part and conditions stated for that model (for example, the outer panel), not the whole lock.
Service availability: through active YEYAY service locations, authorised technicians and remote support. Free standard labour does not mean free home visits or free transport.
How a service claim works
- Tell us the problem with your order number, the product and a short description; photos or a video help.
- Our team diagnoses the issue, remotely first where that is possible.
- Where the fault is covered, we repair, service or replace the unit.
- You are told the expected time before work starts, and kept informed while it is with us.
You can register your warranty at any time on the Warranty Registration page.
Warranty, replacement or refund
A technical problem is not automatically refunded. For a covered product the normal resolution is diagnosis, repair, replacement or service, in that order of preference, because that restores the product you chose.
Where the issue cannot reasonably be resolved that way, a refund may be used, following the Return & Refund Policy.
What warranty does not cover
- Physical damage, water damage, burnt parts from unstable power, or damage from an accident.
- Unauthorised repair, opening or modification of the product.
- Installation not carried out to the product instructions, where that caused the fault.
- Normal wear items and consumables, such as batteries past their usable life.
- Lost or missing units, and units whose serialized barcode cannot be identified.
Even where an item is not returnable after opening or use, warranty still applies if the product itself is defective and covered.
Where service happens
Service is handled at an active YEYAY Experience Center, or at your address where an on-site visit is appropriate. Our team tells you which applies to your claim.
Nakshee Decor Building, 3rd Floor, Chinese Bus Stop, Mirpur 1, Dhaka 1216, Dhaka
Opening: 15 October 2026
3A, 2nd Floor, Firing Range Road, N. Halishahar, Chattogram
Warranty support
Mobile: 01325002288 · Email: hello@yeyay.com · WhatsApp our team
These terms are applied fairly and in line with applicable Bangladesh consumer law. Where the law gives you more than this page does, the law applies.