Warranty Conditions
Warranty
Return Eligibility
The customer may return Goki products for a full refund within 14 days of delivery, provided it meets the following conditions:
The product is in original condition, undamaged, and free of scratches or marks.
The product is returned in its original packaging, with all manuals and accessories included.
The product has not been installed or used.
Proof of purchase provided (e.g., receipt, order confirmation).
Ineligible Returns:
We will not accept returns for:
Products returned after the 14-day return period.
Products that have been installed or used.
Products that are damaged or missing parts.
Products that are not returned in their original packaging.
Products purchased from unauthorised resellers.
Products purchased second-hand.
Return Process
To return Goki products, please follow these steps:
Submit a return request by emailing. support@goki.travel listing your property
details and the reasons for return.
Await return request response from Goki support within 3 business days.
If approved, pack the smart lock securely in its original packaging, including all manuals and accessories.
Ship the package to the address provided by our support team.
Once we receive and inspect the returned product, a refund will be processed within 21 business days. The refund will be issued to the original payment method used for the purchase.
Please note:
A 20% restocking fee will be applied to all returned items.
The customer is responsible for the cost of return shipping.
The customer is responsible for any damages incurred during shipping.
We recommend using a trackable shipping service for the return.
Goki is not responsible for any costs related to the modifications made to
customer doors prior to the return being initiated.
Warranty Coverage
Effective Date: January 2024
These Warranty Terms ("Terms") apply to the purchase of a smart lock from Goki ("The Company"). These Terms describe the customerʼs rights and responsibilities regarding the warranty on Goki hardware, and the limitations and exclusions of that warranty.
1. Warranty Coverage
Company warrants that the smart lock will be free from defects in materials and workmanship for a period of two 2 years from the date of purchase (the
"Warranty Period").
This warranty covers the following:
Mechanical components: This includes the lock mechanism, deadbolt, and any physical parts of the lock that fail to function properly due to a defect in
materials or workmanship.
Electronic components: This includes the circuit board, sensors, and any electronic components that fail to function properly due to a defect in materials or workmanship.
2. Exclusions and Limitations
This warranty does not cover:
Normal wear and tear: This includes scratches, dents, or cosmetic damage that occurs as a result of normal use.
Misuse or abuse: This includes damage caused by dropping, submerging, or exposing the lock to extreme temperatures or weather conditions.
Improper installation: This includes damage caused by installing the lock incorrectly or using incompatible hardware.
Acts of God: This includes damage caused by natural disasters such as lightning strikes, snow storms, floods, or earthquakes.
Modifications, tampering, and repairs: This includes damage caused by modifying, tampering, removing the backplate or repairing the lock without
prior written authorisation from the Company.
Third-party products or services: This includes damage caused by using the lock with third-party products or services that are not compatible with the lock - for example, third party latches or mortises.
Unauthorised resellers: Locks purchased second-hand or from an unauthorised reseller of Goki.
Loss or theft: Locks damaged or lost as a result of loss or theft.
3. Warranty Remedies
If the Goki hardware is defective during the Warranty Period, the Company will, at its sole option, either:
Repair the lock; or Replace the lock with a new or refurbished lock of the same or comparable model.
4. Warranty Registration Process for Goki Products
In order to be eligible for a warranty, the customer is required to register all products with Goki within 45 days of shipment delivery. Please follow these steps to register your smart locks with Goki:
Install all the locks on doors and ensure the locks are connected to the Goki Dashboard.
Name all the locks accordingly so they can easily be identified with the door or room that the lock is associated with.
5. How to Make a Warranty Claim
Submit a return request by emailing. support@goki.travel listing your property details and the reasons for return.
Await return request response from Goki support within 3 business days.
If approved, pack the smart lock securely in its original packaging, including all
manuals and accessories.
Ship the package to the address provided by our support team.
Once we receive and inspect the returned product, a replacement product will be shipped along with a tracking number.
Please note:
Goki reserves the right to attempt to remedy and/or inspect the product before providing warranty service.
Customer is responsible for shipping the product to Goki for warranty service.
Goki will be responsible for shipping the repaired or replacement product back to the customer.
This warranty does not cover any costs associated with the removal or installation of the defective or replacement products or any related
accessories. Customer is responsible for any expenses incurred in this regard.
This warranty gives the customer specific legal rights, and the customer may also have other rights that vary from state to state.
6. Limitation of Liability
COMPANY'S MAXIMUM LIABILITY UNDER THIS WARRANTY IS LIMITED TO THE PURCHASE PRICE OF THE SMART LOCK. COMPANY SHALL NOT BE LIABLE FOR ANY INCIDENTAL, CONSEQUENTIAL, OR SPECIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, PROPERTY DAMAGE, PERSONAL INJURY, OR LOSS OF USE, ARISING OUT OF OR IN CONNECTION WITH THE SMART LOCK OR THIS
WARRANTY.
7. Removal and Installation Costs
Please note that our warranty does not cover any costs associated with the removal or installation of the Smart Lock or any related accessories. The customer is responsible for any expenses incurred in this regard. Goki is not responsible for any costs related to the modifications made to customer doors prior to return.
8. Governing Law
This warranty shall be governed by and construed in accordance with the laws of New South Wales, Australia.