Warranty Terms & Conditions:

Thank you for choosing Patron Security for your security and automation needs. To ensure your peace of mind, we provide a standard 12 month warranty on all new installations and any parts supplied and installed by us, covering manufacturer faults and installation defects.

Warranty Coverage:

All systems supplied and installed by Patron Security come with a 12 month parts and labour warranty from the date of installation.

This warranty covers:

  • Faults due to manufacturer defects
  • Issues arising from our installation process

Labour coverage applies only to repairs required due to installation or manufacturing defects. Any call outs where no fault is found, or the issue is outside warranty scope, will be chargeable at standard rates.

This warranty is non-transferable and applies only to the original purchaser/site owner unless otherwise agreed in writing.

Extended Warranty:

The warranty can be extended up to a total of 3 years, provided the system is serviced annually by Patron Security.

Extended warranty eligibility:

To qualify for the second and third years of warranty coverage, an annual service must be carried out by our team. Failure to complete annual servicing will void any extended warranty eligibility.

Customer Responsibilities:

To maintain warranty coverage, the customer must:

  • Arrange annual servicing of the system
  • Ensure the system is used in accordance with the manufacturer and Patron Security’s instructions
  • Provide reasonable access for service and repairs
  • Report any faults promptly to prevent further damage
  • Maintain stable electrical supply and internet connectivity where required

Exclusions – What Is Not Covered:

While we aim to provide comprehensive coverage, the following items and situations are not covered under the standard or extended warranty:

  • Ground movement affecting gate foundations
  • Internet issues affecting remote access systems
  • Equipment failure due to poor existing installations and cabling
  • Any faults caused by user error, misuse or lack of care
  • Faults caused by network outages (GPRS, GSM, 2G/3G/4G)
  • Phone line, broadband or Wi-Fi quality issues
  • Consumables such as batteries on all systems. Note: Batteries for alarm detectors may be covered under a full battery replacement service plan. However, batteries for alarm panels, sirens, and key fobs are always chargeable.
  • Vandalism, accidental damage, or rodent/animal interference
  • Natural disasters (including but not limited to fire, flood, lightning)
  • Faults outside the manufacturer’s warranty
  • Issues and interference with the system caused by building works or alterations
  • System issues resulting from changes to your internet service provider (ISP), phone line, or network
  • Faults or damage resulting from power surges, brownouts, blackouts, or unstable electrical supply
  • Issues arising from manufacturer software or firmware updates, discontinued support for apps or devices, or equipment/components that become obsolete or are no longer supported by the manufacturer
  • Normal wear and tear, corrosion, rust, or weather-related deterioration, especially for external equipment
  • While remote diagnostics/support may be provided, warranty does not guarantee remote resolution. In-person visits may still be required and may be chargeable if not a warranty issue
  • Any routine maintenance, including lubrication, adjustments and cleaning
  • Any out of hours warranty call outs will be fully chargeable

Please note: Any site visits required due to these issues will be fully chargeable.

Warranty will be void if:

  • Equipment is tampered with by customers or third parties
  • Final payment is not received

Warranty Resolution Process:

If a defect covered by this warranty is confirmed during the warranty period, Patron Security will, at its sole discretion, either:

  • Repair or replace the defective component or part
  • Provide a refund for the cost of the defective component or part

Before we can confirm whether an issue is covered under warranty, any potentially faulty parts must be returned to the manufacturer for assessment. We will provide an update once their diagnosis is received, confirming whether the repair will be covered under warranty or if it will be chargeable.

Please note that any diagnostic visits to determine whether a fault is covered under warranty may be chargeable if the issue is later found to be outside warranty scope.

Need Support?

If you experience any issues with your system, please contact our team who are available 24/7.

Contact us:
01233 334135
enquiries@patronltd.co.uk
Standard office hours: Monday–Friday, 9:00am–5:00pm.
If calling outside of working hours please select Option 2.