Warranty

Manufacturer warranty

Equipment supplied by Urban Eye carries the manufacturer's warranty for that product. That includes TP-Link VIGI, Omada and Tapo, Ajax and Suprema. The warranty period for each item is confirmed on your quotation. We handle warranty claims locally from Nairobi, so you do not deal with an overseas returns process.

What is covered

Manufacturing defects and component failure under normal operating conditions, for the warranty period that applies to the product.

What is not covered

• Physical damage and tampering
• Water ingress on units installed outside their IP rating
• Lightning, power surge and incorrect voltage damage
• Failures caused by installation that does not follow the manufacturer's guidance
• Consumables such as batteries in wireless devices, and mounting hardware

Surge damage is the most common exclusion we see in Kenya. Where a site has an unstable supply, surge protection on both power and network runs is worth specifying at design stage.

Workmanship warranty on our installations

When Urban Eye installs a system, our workmanship is warranted for 12 months from the date of commissioning. If a fault is caused by our installation, such as a termination, a fixing or a setting we configured, we come back and put it right at no charge.

This is in addition to the manufacturer warranty on the equipment. It does not cover changes made by others after handover, physical damage, or the exclusions listed above. Where your own installer did the work, the workmanship is theirs to warrant.

Making a claim

Contact us with the product model, serial number, order reference and a description of the fault. We will advise on next steps and arrange assessment.

Keep your commissioning records and serial numbers. Claims are far quicker when equipment can be identified.