Thank you for your interest in our products.
We look forward to serving you. If you have any questions or require further assistance, please feel free to contact us. We are committed to providing the necessary support and information to ensure a better customer experience.
Before purchasing, please contact our sales or customer service team to ensure that your door is suitable for smart lock installation.
Once your purchase and installation date have been confirmed, a RM50 booking fee will be collected.
Please note that the booking fee is non-refundable in the event of cancellation.
Bookings can be held for a maximum of six (6) months.
If you are unable to confirm an installation date due to ongoing renovations, delayed property handover, or other circumstances, your booking can remain valid within this period.
If you require an extension beyond six months due to special circumstances, please inform our team in advance. We will do our best to assist with the necessary arrangements.
Additional charges will apply if the installation location is outside our installation team's standard service coverage area.
Removing existing door locks, handles, or long pull handles may leave large holes or visible marks on the door.
Customers are responsible for any necessary hole repairs, surface restoration, or repainting.
If the clearance between the door and door frame is too narrow, additional adjustments may be required.
The adjustment fee is RM50.
Adjustments may be carried out on either the door or door frame, depending on the actual site conditions.
Customers must ensure that a working electricity supply is available at the installation site on the scheduled installation date to allow our installation team to complete the installation and testing.
If our installation team arrives and installation cannot proceed due to the absence of electricity, an additional RM50 revisit fee will be charged, and a new installation appointment will be arranged.
If customers notify our team at least 24 hours in advance that electricity will not be available, the revisit fee will be waived.
Smart locks purchased from IA Smart Enterprise (Malaysia) come with a one (1) year warranty, starting from the installation date.
First-Year Warranty Coverage Includes:
Internal hardware failures.
Parts, labour, and transportation costs, including free on-site service for covered warranty issues.
After the warranty period expires, standard service charges will apply.
The standard on-site service and labour fee within Klang Valley is RM150.
A "manufacturing defect" refers only to a non-user-related issue caused by an internal hardware or software malfunction.
Manufacturing defects specifically exclude:
Improper operation or usage by the customer.
Issues caused by installation conditions or the surrounding environment.
Battery-related issues.
External impact or physical damage.
Environmental factors.
Any issue that does not meet the definition of a manufacturing defect will be treated as a non-warranty service.
The following circumstances are strictly excluded from warranty coverage.
Buttons, casing, and external accessories.
Scratches, cracks, dents, or discolouration of the LCD screen.
Normal wear and tear or surface ageing.
Incorrect operation, excessive force, or improper testing.
Unauthorised installation, adjustment, modification, or disassembly.
Damage occurring during renovation or construction work.
Connectivity issues caused by the customer's network environment, unstable Wi-Fi signals, router settings, or compatibility issues, including 2.4GHz / 5GHz network configurations, are not considered smart lock manufacturing defects. If on-site technical assistance is required to inspect or adjust the network settings, an applicable service fee will be charged.
On-site adjustments required due to customer operating errors will incur a service fee of RM80–RM150.
Use of parts or accessories not supplied or approved by IA Smart Enterprise.
Repairs carried out by unauthorised technicians.
Repair attempts made by customers themselves.
Battery leakage, corrosion, or swelling.
Use of non-alkaline or poor-quality batteries.
Mixing old and new batteries.
Improper charging methods, including the use of fast chargers exceeding 5V/2A, power banks, or other unsuitable charging equipment.
Damage to the main circuit board or motor caused by battery-related issues.
Floods, fire, moisture, rust, corrosion, or chemical exposure.
Lightning, severe storms, earthquakes, or other natural disasters.
Corrosion caused by coastal environments or areas with high humidity.
Damage caused by door impact resulting from missing or malfunctioning door closers.
A standard on-site service fee of RM150 will apply to all service visits involving issues unrelated to manufacturing defects, including but not limited to:
No fault found after inspection.
Incorrect operation by the customer.
Existing door structure problems.
Misaligned doors, uneven door frames, or friction-related issues.
Routine inspections or minor adjustments requested by customers.
Customers are responsible for the following preventive measures to minimise avoidable problems.
Customers must keep their emergency mechanical keys in a safe and accessible location.
IA Smart Enterprise will not be responsible for:
Lost emergency keys.
Emergency keys that are unavailable or inaccessible.
Damage caused by forced entry when customers are unable to access their premises.
Any forced-entry or emergency unlocking service will be classified as an emergency service, with a charge of RM300.
Use IA-recommended AA/AAA alkaline batteries. Maxell is the recommended brand.
Do not mix old and new batteries.
Replace the batteries every 12 months.
Regularly inspect the battery compartment.
Any damage caused by battery-related issues is strictly excluded from warranty coverage.
The use of fast chargers or power banks is prohibited.
Only use chargers with an output of no more than 5V/2A (maximum 10W), such as:
5V/1A (5W)
5V/2A (10W)
Recommended charging time: 6–8 hours.
Damage caused by charging equipment exceeding the specified power limit or by overcharging is not covered under warranty.
For more information, please refer to our Battery Usage Terms & Conditions.
Emergency services requested outside normal business hours will incur a RM300 labour fee.
Emergency service arrangements are subject to technician availability. Immediate attendance cannot be guaranteed.
Service DescriptionCharges
On-site adjustment due to customer operating errors
RM80–RM150
On-site inspection for non-manufacturing defects
RM150
On-site service after warranty expiry
RM150
Emergency service outside business hours
RM300
Monday – Friday: 9:00 AM – 6:00 PM
Saturday: 9:00 AM – 2:00 PM
Sunday & Public Holidays: Closed
If the smart lock runs out of battery or malfunctions and the emergency mechanical key is unavailable or inaccessible, the situation will be classified as an emergency service, and the applicable service fee will be charged.
Emergency service charges apply to all customers, regardless of warranty status.
Customers should read and understand IA Smart Lock's booking, installation, warranty, and after-sales service terms before confirming their purchase and installation appointment.
Upon completion of installation, IA Smart Enterprise will perform basic functional testing and provide customers with guidance on proper smart lock operation, emergency mechanical key management, and battery maintenance.
If customers experience any issues while using their smart locks, we recommend contacting our customer service team for initial remote troubleshooting so that the issue can be assessed and appropriate after-sales support can be arranged.
These Terms and Conditions do not affect customers' statutory rights under applicable Malaysian consumer protection laws.
IA SMART ENTERPRISE (MALAYSIA)
Making Home Access Simple.
Thank you for choosing IA Smart Lock.