Warranty Policy

This warranty applies exclusively to Aqara products sold by Haven Systems Distribution Inc., including through its Aqara Philippines online marketplace stores in Lazada and Shopee. For products purchased from authorized resellers, warranty coverage will follow the terms provided by that reseller.

Warranty Timeline

This timeline will start from the time of product delivery. This will be based on the courier delivery date or on the system timestamp indicated on the marketplace platform.

Item	Warranty Period
Smart Home Hub	12 Months
Smart Home Sensor	12 Months
Smart Home Controller	12 Months
Smart Camera	12 Months
Smart Door Lock	12 Months
Smart Lighting	12 Months
Accessories	12 Months

This warranty is not transferable and applies only to the original consumer purchaser.

Exclusions and Limitations

This warranty does not apply to:

Non-quality related issues;
Cosmetic damage, normal wear and tear, scratches, and fading
Items purchased from sources other than Haven Systems Distribution Inc. or its Aqara Philippines online marketplace stores in Lazada and Shopee;
Purchases without valid proof of purchase;
Free products (promotional products or gifts are also included);
Items that have been refunded;
Lost or stolen products;
Items that have expired their warranty period;
Any defects or damages caused by misuse of products, unauthorized modification, dis-assembly or operation not in accordance with the official instructions or manuals;
Any defects or damages caused by exposure to excessive heat, liquids or other external causes;
Any defects caused by natural disasters, lightning, power surges, or accidents;
Any defects or damages caused by reliability or compatibility issues when using third-party parts;
Costs related to locksmith services, door/frame damage, or lockouts resulting from product failure;
Consumables (e.g., disposable batteries)

Making a Warranty Claim

Any warranty claims require reasonable evidence, including the order receipt/number.

Haven Systems Distribution Inc. reserves the right to conduct a reasonable investigation to determine the cause of any defects.

Process
If you need to file a warranty claim, please contact us via warranty@haven.com.ph to submit a service request. For a warranty claim to be processed, it must include:

proof of ownership of your Aqara product;
your Aqara’s model number and serial number;
a description of the alleged defect(s).

Valid Proof of Purchase

A purchase order number made through Haven Systems Distribution Inc. or its authorized resellers
Sales invoice or order confirmation email that clearly shows the description of the product, its price, and sales channel.

You may also be required to return your existing device following directions provided by Haven Systems Distribution Inc. Customers are responsible for the cost of shipping the product back to Haven Systems Distribution Inc.

Any claim under this warranty must be submitted to Aqara before the end of the warranty period described above.

Warranty claims will be acknowledged within 5 business days and resolved within 30 business days, subject to parts availability.

Any personal information collected for the warranty process will be handled in accordance with our Privacy Policy.

Warranty Solutions

Haven Systems Distribution Inc. may, at its sole discretion, make any repair or replacement with new or refurbished products or components. If the product or component requiring repair or replacement is no longer available, Haven Systems Distribution Inc. may, at its sole discretion, replace such product with a similar product of similar function.

Warranties on all replacements follow the same warranty timeframe of the original defective item.

This warranty is provided without prejudice to rights under Philippine consumer protection laws.

This warranty is expressly in lieu of all other warranties, expressed or implied, including any warranty, representation, or condition of merchantability or that the products are fit for any particular purpose or use, and specifically in lieu of all special, indirect, incidental, or consequential damages. If Haven Systems Distribution Inc. cannot lawfully disclaim statutory or implied warranties, then to the extent permitted by law, all such warranties shall be limited in duration to the duration of this express limited warranty and to repair or replacement service.

Repair or replacement shall be the sole remedy of the customer, and Haven Systems Distribution Inc. shall not be liable for any special, indirect, incidental, or consequential damages, including but not limited to any loss of business or profits, whether or not foreseeable.

Haven Systems Distribution Inc. has the right to unilaterally modify this policy or the above content when necessary. If you continue to use the service after the relevant content is changed, it will be deemed that you have accepted the modified relevant content. If you do not accept the modified relevant content, you should stop using the relevant service.