Warranty policy

This warranty policy is provided by Conex Technology (Malaysia) Sdn. Bhd. ("Conex Malaysia"), the authorized distributor of Philips Smart Locks and Safe Box in Malaysia.
This warranty applies only to Philips Smart Lock and Safe Box purchased from Conex Malaysia or its authorized dealers within Malaysia and is valid from the activation date.

Smart Lock

1. Warranty Coverage

1.1 Warranty Period

The following warranty periods apply:
Product Warranty Period
Philips Smart Lock (Motherboard & mortise) 3 Years
Lithium Battery 1 Year
Remote Module 1 Year
Gateway 1 Year
Proof of purchase is required for all warranty claims.
If proof of purchase cannot be provided, Conex Malaysia reserves the right to determine the warranty period based on the product manufacturing date.

2. One-to-One Exchange Policy

If a manufacturing defect is confirmed within 2 months (60 days) from the activation date, Conex Malaysia may, at its sole discretion:
  • Provide a one-to-one replacement of the entire product; or
  • Replace the defective component with a brand-new component.
All replacement products and components are brand new.
Replacement products or components do not receive a new warranty period. They will continue with the remaining original warranty period of the purchased product.
The defective product or component must be returned complete before a replacement is issued.

3. Warranty Repair Service

For products within the applicable warranty period, Conex Malaysia will repair or replace defective components caused by manufacturing defects at no charge.
Conex Malaysia reserves the right to determine whether the product should be repaired or replaced based on technical assessment.

4. Repair Warranty (Out-of-Warranty Repairs)

For products repaired after the original warranty period has expired:
  • All repaired or replaced parts are covered by a 12-month (1 year) repair warranty from the repair completion date.
  • This repair warranty applies only to the repaired or replaced parts.
  • The repair warranty does not reinstate or extend the warranty of the entire product.

5. Warranty Exclusions

This warranty does not cover damage or defects resulting from:
  • Improper installation or unauthorized modification.
  • Misuse, abuse, negligence or failure to follow the user manual.
  • Water damage, fire, lightning, flood, power surge or other external causes.
  • Accidental damage or impact.
  • Normal wear and tear, cosmetic scratches or discoloration.
  • Repairs or servicing performed by unauthorized personnel.
  • Use of incompatible accessories or non-approved parts.
  • Products with removed, altered or unreadable serial numbers.

6. General Terms

  • Warranty is valid only for products purchased and used within Malaysia.
  • Warranty is valid only upon presentation of valid proof of purchase.
  • Transportation, installation, dismantling or on-site service charges may apply depending on the customer's location and service requirements.
  • Conex Malaysia reserves the right to inspect the product before approving any warranty claim.
  • Conex Malaysia reserves the sole right to determine whether a product will be repaired, have individual components replaced, or be replaced as a complete unit.
  • Any defective product or component replaced under warranty shall become the property of Conex Malaysia.

7. Contact Information

Conex Technology (Malaysia) Sdn. Bhd.
For warranty assistance, please contact our Customer Service or any authorized Philips Smart Lock dealer in Malaysia.

8. Additional Support

For further information regarding this Warranty, please visit:

Safe Box

Warranty Coverage

1.1 Warranty Period

Product Warranty Period
Philips Safe Box (Motherboard) 2 Years
Proof of purchase is required for all warranty claims.
If proof of purchase cannot be provided, Conex Malaysia reserves the right to determine the warranty period based on the product manufacturing date.
This warranty covers manufacturing defects in materials and workmanship under normal residential use.

One-to-One Exchange Policy

If a manufacturing defect or product malfunction is confirmed within 1 month (30 days) from the original date of delivery, Conex Malaysia may, at its sole discretion:
  • Provide a one-to-one replacement of the entire product; or
  • Replace the defective component with a brand-new component.
This policy applies only to manufacturing defects or product failures that are not caused by misuse, accidental damage, improper handling, or any external factors.
All replacement products and components are brand new.
Replacement products or components do not receive a new warranty period. They will continue with the remaining original warranty period of the purchased product.
The defective product or component must be returned complete before a replacement is issued.

Warranty Repair Service

For products within the applicable warranty period, Conex Malaysia will repair or replace defective motherboard components caused by manufacturing defects at no charge.
Conex Malaysia reserves the right to determine whether the product should be repaired or replaced based on technical assessment.

Repair Warranty (Out-of-Warranty Repairs)

For products repaired after the original warranty period has expired:
  • All repaired or replaced parts are covered by a 12-month (1 year) repair warranty from the repair completion date.
  • This repair warranty applies only to the repaired or replaced parts.
  • The repair warranty does not reinstate or extend the warranty of the entire product.

Battery Requirement

Philips Safe Boxes must be operated using the battery type specified recommended by Conex Malaysia.
Any damage, malfunction, or failure resulting from:
  • the use of non-specified or incompatible batteries;
  • leaking or damaged batteries; or
  • improper battery installation,
will not be covered under this warranty.
Customers are responsible for using the correct battery type and replacing batteries before they are fully depleted.

Warranty Exclusions

This warranty does not cover damage or defects resulting from:
  • Improper installation or unauthorized modification.
  • Misuse, abuse, negligence, or failure to follow the user manual.
  • Accidental damage, impact, fire, flood, lightning, or other external causes.
  • Damage caused by forced entry, attempted burglary, or vandalism.
  • Battery leakage or corrosion caused by improper battery maintenance.
  • Repairs or servicing performed by unauthorized personnel.
  • Normal wear and tear, cosmetic scratches, or discoloration.
  • Products with removed, altered, or unreadable serial numbers.

General Terms

  • Warranty is valid only for products purchased and used within Malaysia.
  • Warranty is valid only upon presentation of valid proof of purchase.
  • Transportation, installation, dismantling, or on-site service charges may apply depending on the customer's location and service requirements.
  • Conex Malaysia reserves the right to inspect the product before approving any warranty claim.
  • Conex Malaysia reserves the sole right to determine whether a product will be repaired, have individual components replaced, or be replaced as a complete unit.
  • Any defective product or component replaced under warranty shall become the property of Conex Malaysia.