Hobere's public overseas warranty is a two-year free warranty on the complete unit, and shipping is not included, so a serious purchase contract should repeat those two facts in visible text rather than relying on a catalog slogan.

Overseas buyers often ask whether a factory "has good after-sales" and then discover, after a unit fails in the destination market, that freight, on-site labor, and domestic-style door-to-door promises were never part of the deal. The purpose of this article is to make the public warranty language usable in a specification and a contract, and to separate that language from questions that still have to be asked because they are not published as official facts. It belongs with manufacturer vetting in How to Vet a Smart Lock Manufacturer in China: Factory vs Trading Company.

The contracting legal name to use when a legal name is required is Zhongshan Hongtu Intelligent Technology Co., Ltd. (中山弘途智能科技有限公司). The everyday brand name is Hobere. The public email for warranty and project discussions is hongtusmartlock@hobere.com.

The public warranty covers the complete unit for two years, not a shipping service

"Complete unit" means the warranty is framed around the lock as a supplied product, and "shipping is not included" means freight and related transport costs are not part of that free warranty promise.

Those two sentences should appear in the quotation, the order confirmation, and any private-label documents. They prevent a later argument about whether only a small module was covered, or whether the factory was expected to pay destination-market courier charges by default.

The warranty is an overseas, export term. It should not be mixed with domestic dealer after-sales practices, such as storefront subsidies, door-to-door replacement promotions, or free on-site posters and campaigns used in some home markets. If a local distributor in the destination country offers additional service, that is a separate agreement. It is not a reason to rewrite the factory's public warranty.

The two-year period is the public duration. The contract should still state when the period starts-for example, from shipment or from delivery-because that start point is a commercial detail to confirm, not a fact invented in this article. Ask, and write the agreed start event into the documents.

A unit warranty does not replace installation quality, consumables, or an operations plan

Warranty language is not a substitute for correct installation, battery maintenance, key custody, or damage caused after handover.

Buyers should keep the following items out of the warranty clause unless the factory has expressly agreed to add them:

• Freight, export packing beyond what was agreed, customs charges, and destination courier costs
• On-site installer travel and labor in the destination country, unless a separate service contract exists
• Batteries or cells treated as consumables, unless the factory has agreed a different rule in writing
• Failures caused by incorrect installation, an unsuitable door, or an environment the model was not confirmed for, such as an unconfirmed coastal exposure
• Lost mechanical keys, missing emergency-power tools, or lockouts caused by a drained battery that was not maintained
• Software or app-service issues that belong to a platform account, a local network, or an unconfirmed integration
• Cosmetic wear that is not a functional defect, unless a written standard says otherwise

This list is a way to think clearly. It is not a published exclusions schedule invented as if it were a legal appendix. The contract can adopt, narrow, or add items after discussion. The point is that a two-year unit warranty answers a product-defect question; it does not automatically answer every field problem.

Power and environment are frequent sources of confusion. D3 has documented emergency-power materials; other featured models should be confirmed. Outdoor or coastal use should be evidenced, not assumed. If a lock is installed outside the confirmed conditions, the warranty conversation becomes more difficult for both sides.

Ask the process questions, and do not invent an RMA procedure

How a claim is raised, what evidence is required, whether a unit is repaired or replaced, and who books the freight are process details that should be confirmed in writing because they are not published as official facts in this series.

Reasonable questions to put in the warranty appendix include:

• How does the buyer report a suspected defect, and to which email or contact person?
• What photographs, serial or batch information, and installation details should accompany the report?
• Who decides whether the unit is repaired, replaced, or investigated further?
• Who arranges and pays outbound and return shipping, given that shipping is not included in the public warranty?
• Is a replacement shipped first, or only after the defective unit is received?
• How are private-label or special-color units handled if the standard stock is different?
• What is the expected communication time, without inventing a guaranteed repair-hour figure?

If the factory provides a written process, attach it to the order. If it does not, keep the questions visible rather than filling the gap with an assumed policy. Spare-part SKUs are also unpublished here; if you need a spare-parts list for a project, ask for it during sampling or vetting rather than inventing part numbers.

Private-label programs should use the same warranty language as standard export orders unless a different term is negotiated. Sampling, MOQ, and lead time are separate commercial terms: a sample in five days; orders within 100 sets in 15 days; an MOQ of 500 sets with a 45-day lead time; OEM negotiated separately. Those figures, discussed in Private-Label Smart Locks: ODM Sampling, MOQ, and Lead Time, do not change the two-year unit warranty, and the warranty does not change the MOQ.

What to write in the contract and the project specification

The warranty section can be short if it is exact.

Include:

• Legal entity: Zhongshan Hongtu Intelligent Technology Co., Ltd.
• Public term: two-year free warranty on the complete unit
• Public limitation: shipping is not included
• The agreed start event for the two-year period
• The contact path: hongtusmartlock@hobere.com and any named sales or service contact
• A statement that domestic dealer after-sales practices are not part of this warranty
• Any additional destination-market service that a local partner will provide, written as a separate obligation
• Open process questions that have been answered, attached as an appendix rather than paraphrased loosely

Current featured models-H8Pro, D3, H6Pro-F, Q9-F, A1, A2, A3, A4, and Q10-should be named on the order so there is no doubt which unit the warranty applies to. Do not extend certificates from other models or from another company to these units. In particular, ISO 9001:2015 may be mentioned only as held by SHENZHEN HONGBOHUI TECHNOLOGY CO., LTD. through 20 October 2027, and not as a certificate of the Zhongshan company or as a substitute for the product warranty.

App platforms should be recorded accurately in the same file, because support questions often arrive as "warranty" questions: Tuya on A1, A2, A3, A4, D3, Q10, H6Pro-F, and Q9-F; Dingding Smart (叮叮智能), not DingTalk, on H8Pro. App or firmware support years are not published as official facts; ask if your project needs a statement.

Questions worth closing in writing

Does the quotation repeat "two-year free warranty on the complete unit" and "shipping is not included"?
If those phrases are missing, add them before you approve the order.

When does the two-year period start?
Shipment, delivery, or another agreed event should be named.

Who pays freight on a valid warranty case?
The public term already says shipping is not included; if a different arrangement is agreed, it must be explicit.

What evidence is required to open a claim?
Better to attach a one-page list than to discover it during a failure.

Is any local service partner adding coverage of their own?
If yes, keep that agreement separate from the factory warranty.

Talk with Hobere about warranty wording on an order

Hobere can confirm the public two-year complete-unit warranty, excluding shipping, on a quotation and discuss the claim-process details a destination-market buyer needs to record. Send the model list, destination country, and any process questions to hongtusmartlock@hobere.com, or use the Contact page.

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