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Hardware Return & Warranty Policy

Last Updated: March 15, 2026

This Kisi Hardware Return and Warranty Policy (“Hardware Policy”) governs the installation, return, replacement, warranty coverage, and lifecycle standards applicable to Hardware manufactured by Kisi (“Hardware”). This Hardware Policy is incorporated by reference into the Kisi Master Subscription Agreement (“MSA”) available at: https://www.getkisi.com/legal/msa.

Capitalized terms not defined herein have the meanings set forth in the MSA.

1. Installation

Installation services are not provided by Kisi unless expressly agreed in writing. Kisi may recommend third-party installation providers; however, such providers are independent contractors. Customer is solely responsible for the proper installation of Hardware and for any acts or omissions of third-party installers.

2. Thirty (30) Day Return Policy

2.1. Returns for Hardware Purchased Directly from Kisi

Hardware purchased directly from Kisi may be returned within thirty (30) days from the date of shipment to the location specified in the applicable Purchase Order.

Eligibility Requirements:

  • Return authorization must be obtained from Kisi prior to shipment.
  • Hardware must include all components originally shipped.
  • Hardware must be in substantially the same condition as received.

Customer is responsible for return shipping costs unless otherwise agreed in writing. All returns are subject to inspection and approval by Kisi. If returned Hardware is damaged, altered, incomplete, or otherwise not in acceptable condition due to misuse, improper installation, negligence, or other non-warranty causes, Kisi may charge a repair or replacement fee or offset such amount against any refund otherwise due. Hardware returns do not relieve Customer of any Subscription or other payment obligations under the MSA or applicable Order Form.

2.2. Returns for Hardware Purchased Through Authorized Resellers

Hardware purchased through an authorized Kisi reseller should normally be returned through that reseller. If the reseller is unable to assist, Kisi may provide direct return support at its discretion. Contact support@getkisi.com to request direct support, providing proof of purchase and evidence that the reseller cannot process the return. All returns are subject to the requirements in Section 2.1 and Kisi’s approval.

3. Limited Hardware Warranty

Kisi warrants to the original purchaser that Hardware manufactured by Kisi will be substantially free from defects in materials and workmanship for five (5) years from the date of shipment to the location specified in the applicable Purchase Order (the “Warranty Period”).

This warranty applies solely to Hardware manufactured by Kisi. Third-party hardware is subject exclusively to the warranty terms of the applicable manufacturer.

4. Warranty Exclusions

The warranty does not apply, and will be deemed void, if any defect or failure results from:

  • Improper installation, handling, storage, or maintenance;
  • Modification, alteration, or repair by any party other than Kisi or its authorized service providers;
  • Use with non-approved equipment, accessories, or software;
  • Accident, abuse, negligence, electrical surge, water damage, or other external causes;
  • Customer-induced damage, including without limitation cutting or improper termination of cables, tampering with wiring, damaged housing, circuit board modification, enclosure damage, or unauthorized physical alterations;
  • Normal wear and tear.

Kisi will determine warranty eligibility upon inspection of the returned Hardware.

5. Return Merchandise Authorization (RMA) Process

Customer must contact support@getkisi.com to request technical assistance. Kisi may require troubleshooting steps prior to issuing a Return Merchandise Authorization (“RMA”).

If an RMA is issued:

  • Customer is responsible for return shipping costs.
  • Kisi may ship a replacement device prior to receiving the returned Hardware, at its discretion.
  • Replacement Hardware may be new, refurbished, or newer-generation devices of equivalent or greater functionality.

Upon receipt of the returned Hardware, Kisi will inspect the device to determine warranty eligibility.

If the Hardware is determined to be out of warranty or subject to non-warranty damage, Kisi may invoice Customer a replacement fee of up to $250 per device.

6. Exclusive Remedy

Customer’s sole and exclusive remedy for breach of warranty is repair or replacement of the non-conforming Hardware, at Kisi’s discretion.

Replacement Hardware will be covered for the longer of:

  • Ninety (90) days from delivery of the replacement device; or
  • The remainder of the original Warranty Period.

7. Product Lifecycle; End of Service

Kisi may designate Hardware models as End of Sales or End of Service. If Hardware becomes incompatible with the Kisi cloud due to platform, security, or compliance requirements, Kisi may offer commercially reasonable transition options consistent with the remaining Warranty Period.

This section applies solely to Hardware manufactured by Kisi.

8. Policy Updates

Kisi may update this Hardware Policy in accordance with Section 12 of the MSA. Updates will apply prospectively and will not materially reduce Customer’s warranty rights for Hardware purchased prior to the effective date of such update during the applicable Warranty Period.

9. Warranty Expiration

Upon expiration of the Warranty Period, Kisi is not liable for any Hardware malfunctions. Customer is responsible for purchasing replacement Hardware at then-current pricing and for all associated installation costs.

10. Disclaimer of Implied Warranties

Except for the express limited warranty set forth in Section 3 above, Kisi makes no warranties, express or implied, including without limitation any implied warranty of merchantability, fitness for a particular purpose, or non-infringement, to the maximum extent permitted by applicable law.