Interlock Mercury Smart Lock Warranty Policy

Effective Date: [Installation Date]

Applicable Products: All Interlock Mercury Smart Lock Models supplied and installed by Interlock Pte Ltd.

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1. Standard Warranty Coverage

All Interlock Mercury Smart Locks are covered under the following warranty:

Warranty commences from the date of installation.

During the warranty period, Interlock will repair or replace defective components resulting from manufacturing defects under normal residential use.

 

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2. Onsite Warranty Service

Interlock provides onsite warranty support for manufacturing-related defects during the warranty period.

Prior to arranging an onsite visit, Interlock may provide:

• Telephone support
• WhatsApp support
• Video troubleshooting
• Remote diagnosis

Customers are required to reasonably cooperate with troubleshooting procedures before an onsite visit is scheduled.

Where the issue is determined to be unrelated to a manufacturing defect, applicable service charges may apply.

 

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3. Optional Extended Parts Warranty

Customers may upgrade to the Interlock Extended Parts Warranty.

Extended Warranty Benefits

Extended Warranty Premium

$240 per lock

The Extended Warranty provides:

• Free replacement of defective lock parts during Years 2 and 3
• Continued technical support
• Reduced onsite service fee of $80 per visit during Years 2 and 3

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4. What Is Covered

The warranty covers manufacturing defects affecting:

• Main control board
• Fingerprint sensor
• Facial recognition module
• Palm vein recognition module
• RFID reader
• Touch keypad
• Lock motor assembly
• Locking mechanism
• Internal electronic components
• Smart App communication modules supplied with the lock
• Original rechargeable battery pack (within battery warranty period)

Interlock reserves the right to repair or replace defective components with new or refurbished components of equivalent performance.

 

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5. Rechargeable Battery Warranty

The original rechargeable battery pack supplied with the lock is covered for 1 year from the installation date against manufacturing defects.

Recommended Charging Method

For optimal battery performance and longevity, use only:

• 5V / 2A USB charging adapter attached to wall socket
• USB-A to USB-C charging cable

Do Not Use

Avoid charging the battery using:

• USB-C Power Delivery (PD) chargers
• Fast chargers rated at 9V, 12V, 15V or 20V
• Laptop USB-C chargers
• Mobile phone fast chargers
• Quick Charge (QC) adapters
• USB-C to USB-C charging setups

Important Notice

Using non-recommended charging equipment may:

• Cause unstable charging
• Result in incomplete charging
• Reduce battery lifespan
• Affect battery management circuitry
• Cause battery performance degradation

Damage resulting from improper charging methods is not covered under warranty.

 

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6. Battery Care & Swelling Exclusion

The battery warranty does not cover:

• Battery swelling caused by improper charging
• Battery swelling caused by prolonged overcharging
• Battery swelling caused by use of non-recommended chargers
• Battery swelling caused by excessive heat exposure
• Battery swelling caused by physical damage
• Battery performance degradation from normal usage
• Batteries left fully discharged for prolonged periods
• Water-damaged batteries

Rechargeable lithium batteries are consumable components and naturally degrade over time.

 

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7. Lockout & Emergency Access

Interlock Mercury Smart Locks are designed with multiple emergency access methods, including:

• Emergency mechanical key access
• Emergency USB-C charging port
• Internal mechanical unlocking mechanism

Customers are responsible for:

• Keeping emergency keys & power bank outside the property
• Charging batteries when low-battery alerts are received
• Following operating instructions provided during installation

Lockout Exclusion

Warranty does not cover lockouts caused by:

• Fully depleted batteries
• Failure to charge low batteries
• Lost emergency keys
• Forgotten PIN codes
• Forgotten app credentials
• User operational errors

Onsite assistance for such situations may incur service charges.

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8. Installation Workmanship Warranty

All installations performed by Interlock are covered by a 30-day workmanship warranty.

This covers:

• Improper alignment due to installation
• Loose mounting
• Installation-related defects

This does not cover:

• Door movement after installation
• Gate movement after installation
• Building settlement
• Existing door defects
• Environmental changes affecting alignment

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9. Door, Gate & Frame Alignment Exclusion

Digital locks rely on proper alignment between the lock body, strike plate, door, gate and frame.

Warranty does not cover issues caused by:

• Door sagging
• Gate sagging
• Door warping
• Gate warping
• Structural movement
• Building settlement
• Frame movement
• Excessive force applied to the lock
• Obstructions affecting lock operation

Alignment services required after the workmanship warranty period may be chargeable.

 

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10. Software, App & Cloud Service Disclaimer

Many Mercury Smart Locks integrate with third-party software, cloud services, smart home ecosystems and mobile applications.

Interlock does not warrant:

• Continuous operation of third-party applications
• Continuous operation of cloud services
• Continuous operation of smart home platforms
• Internet service availability
• Mobile network availability
• Future smartphone operating system compatibility
• Future smart home ecosystem compatibility

Temporary outages or disruptions do not constitute product defects.

Customers should always maintain alternative access methods such as PIN, fingerprint, RFID card, facial recognition, palm vein recognition, or emergency keys.

 

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11. Commercial, Rental & High-Usage Installations

The standard warranty is intended primarily for residential use.

Properties with significantly higher usage may experience accelerated wear.

Examples include:

• Airbnb properties
• Co-living spaces
• Rental units
• Offices
• Clinics
• Retail outlets
• Tuition centres
• Commercial premises
• Shared-access facilities

Interlock reserves the right to assess warranty claims based on actual usage conditions.

 

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12. Outdoor Installation Limitation

Digital locks are intended for sheltered installations.

Warranty does not cover damage resulting from:

• Direct rain exposure
• Water spray exposure
• Flooding
• Unsheltered outdoor installations
• Excessive environmental exposure

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13. Warranty Exclusions

The warranty does not cover:

Cosmetic Damage

• Scratches
• Dents
• Paint deterioration
• Surface discoloration
• General wear and tear

Environmental Damage

• Water ingress
• Flood damage
• Fire damage
• Lightning damage
• Power surge damage
• Corrosion caused by environmental exposure

Improper Usage

• Misuse
• Negligence
• Abuse
• Vandalism
• Accidental damage

Unauthorized Work

• Modification of the lock
• Tampering with components
• Unauthorized repairs
• Use of non-approved parts

Consumable Accessories

• RFID cards
• RFID stickers
• Physical keys
• Charging cables
• Batteries beyond warranty period

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14. Coastal & High-Humidity Environment Exclusion

Digital locks installed in coastal, waterfront, marine-facing, or high-humidity environments may experience accelerated wear due to environmental exposure.

Examples include:

• Beachfront properties
• Seafront properties
• Coastal developments
• Marina-facing units
• Waterfront developments
• Properties exposed to salt-laden air
• Properties with unusually high humidity levels
• Outdoor or semi-outdoor installations

The warranty does not cover:

• Surface rust
• Corrosion
• Oxidation
• Tea staining
• Tarnishing
• Pitting
• Environmental discoloration
• Cosmetic deterioration caused by environmental exposure

Such conditions are considered normal environmental wear and are not regarded as manufacturing defects.

Where corrosion or environmental deterioration directly contributes to component failure, Interlock reserves the right to assess warranty eligibility based on the installation environment, product condition, and maintenance history.

Customers residing in coastal or high-humidity environments are encouraged to:

• Regularly wipe down external lock surfaces
• Keep lock surfaces dry whenever possible
• Avoid prolonged exposure to standing water
• Perform periodic cleaning and maintenance

This exclusion does not affect warranty coverage for proven manufacturing defects unrelated to environmental exposure.

 

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15. Warranty Void Conditions

This warranty shall be void if:

• The lock has been modified without authorization
• Unauthorized repairs have been attempted
• Non-approved components have been installed
• Product serial numbers have been removed or altered
• Damage results from misuse or negligence
• Improper charging methods have caused battery or electronic damage

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16. Warranty Claim Procedure

To submit a warranty claim, customers should provide:

1. Customer name
2. Installation address
3. Contact number
4. Lock model
5. Description of issue
6. Supporting photos or videos

Interlock may conduct remote troubleshooting and diagnosis before approving onsite service.

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17. Out-of-Warranty Services

 

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18. Product Discontinuation

If replacement parts become unavailable due to product discontinuation, Interlock may:

• Provide an equivalent replacement component

• Offer an alternative replacement lock model

• Offer a preferential upgrade option

at its sole discretion.

 

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19. Goodwill Assistance & Customer Care

Interlock values long-term customer relationships and may, at its sole discretion, provide goodwill assistance beyond the stated warranty period.

Such assistance may include:

• Technical advice
• Discounted replacement parts
• Discounted labour charges
• Preferential upgrade offers

Other customer support measures deemed appropriate by Interlock

Any goodwill assistance provided shall be entirely voluntary and shall not:

• Extend the original warranty period
• Create a new warranty
• Establish a precedent for future claims
• Constitute an admission of product defect or liability

All goodwill assistance remains subject to Interlock's assessment and approval.

 

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20. Limitation of Liability

Interlock's liability under this warranty shall be limited to the repair or replacement of defective products or components.

Interlock shall not be liable for:

• Loss of use
• Loss of access
• Loss of data
• Business interruption
• Loss of revenue
• Loss of profits
• Indirect damages
• Consequential damages

arising from the use or malfunction of the product.

 

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21. General Terms

• Warranty is valid only within Singapore.
• Warranty is tied to the original installation location.
• Warranty applies only to products supplied by Interlock.
• Warranty coverage begins on the installation date.
• Repaired or replaced components continue under the remaining original warranty period.
• Warranty is non-refundable and non-transferable unless approved by Interlock.
• Interlock reserves the right to inspect, repair, replace or reject warranty claims after assessment.

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WARRANTY SUMMARY

Standard Warranty

✓ 1 Year Lock Parts & Electronics
✓ 1 Year Onsite Warranty Service
✓ 1 Year Rechargeable Battery Warranty
✓ 30-Day Installation Workmanship Warranty

Extended Warranty (+$240)

✓ Extended 2 Years Lock Parts Coverage
✓ Free Parts Replacement During Years 2–3
✓ Reduced Onsite Service Fee ($80 Per Visit) During Years 2–3

 

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Interlock Pte Ltd
Security for the Future.