At SecuDepo, we are confident in the quality of every product we sell. That confidence is backed by our 1-year warranty on all products purchased from secudepo.co.ke or through our official sales channels. This warranty, combined with our expert technical support team, ensures that your investment in security equipment is protected.
Last updated: June 2025
1. Warranty Period
All products sold by SecuDepo carry a 12-month (1-year) warranty against manufacturing defects, calculated from the date of purchase (as shown on your order confirmation or receipt). Some products may carry an extended manufacturer's warranty — where this is the case, the manufacturer's warranty period applies and is clearly stated in the product listing.
2. What the Warranty Covers
The SecuDepo warranty covers:
- Defects in materials or workmanship that cause the product to fail under normal operating conditions.
- Electronic component failures not caused by external factors (surge, water, physical impact).
- Pre-existing defects that become apparent during normal use within the warranty period.
- Software or firmware defects inherent to the product (where applicable).
3. What the Warranty Does Not Cover
The following are explicitly excluded from warranty coverage:
- Physical damage: Cracks, breaks, dents, bent connectors or any damage caused by dropping, impact or mishandling.
- Water or liquid damage: Products damaged by rain, flooding, condensation or improper outdoor installation (for products not rated for outdoor use).
- Electrical damage: Damage from power surges, incorrect voltage supply, reverse polarity or improper installation.
- Misuse or abuse: Operation outside of the manufacturer's specified conditions or using the product for purposes it was not designed for.
- Unauthorised modifications: Opening, disassembling or modifying the product in any way not authorised by the manufacturer.
- Normal wear and tear: Gradual degradation expected from normal use, including fading, scratches and battery degradation.
- Consumables: Items that are expected to be replaced during normal use, such as batteries, filters and cables.
- Improper installation: Damage or failure resulting from incorrect installation by the customer or a third-party installer.
- Environmental factors: Damage from acts of nature including lightning, floods, fire or earthquake.
4. How to Make a Warranty Claim
If you believe your product has developed a fault covered by our warranty, please follow these steps:
- Contact us within the warranty period. Reach out via WhatsApp on +254 714 808 681 or email info@secudepo.co.ke.
- Provide the following information:
- Your order number or invoice/receipt
- The product name and model number
- A detailed description of the fault
- Photographs or a video demonstrating the issue (strongly recommended)
- When the fault first appeared and under what circumstances
- Await assessment. Our technical team will review your claim within 2 business days and advise on whether the issue falls under warranty coverage and the recommended resolution path.
- Ship or bring in the product. If the claim is approved, we will provide instructions for returning the product for inspection and repair or replacement. For products in Nairobi, we may arrange collection.
- Resolution. Once we receive and assess the product, we will either repair it, replace it with the same or an equivalent model, or issue a credit note — depending on stock availability and the nature of the defect. Resolution typically takes 5–10 business days from receipt of the returned product.
5. Warranty Repair & Replacement
Where a warranty claim is approved, we will:
- First attempt a repair — if the fault can be fixed, we will repair the product to its original working condition.
- Replace with the same model — if repair is not possible or cost-effective, we will replace with the same product.
- Replace with an equivalent model — if the same model is no longer available, we will replace with a product of equal or greater specification and value.
- Issue a credit note or refund — if no suitable replacement is available, we will issue a full credit note or refund for the purchase price of the product.
SecuDepo covers the cost of return shipping for valid warranty claims. Shipping costs for claims that are subsequently found to be outside warranty coverage (e.g., physical damage) will be charged to the customer.
6. Technical Support
Our technical support team is available to assist all SecuDepo customers — whether you need help with installation, configuration, troubleshooting or general usage guidance. Technical support is provided free of charge for products purchased from SecuDepo.
We provide support via:
- WhatsApp: +254 714 808 681 — Our engineers can receive and send photos, videos and documents to assist with remote troubleshooting.
- Phone: +254 714 808 681 — Available Monday to Saturday, 8 AM to 6 PM.
- Email: info@secudepo.co.ke — For non-urgent technical queries and documentation requests.
We aim to respond to all technical support enquiries within 4 hours during business hours. For complex issues requiring detailed investigation, we will provide a timeline for resolution within the first response.
7. Professional Installation
While many of our products can be installed by a competent DIY installer, we strongly recommend professional installation for complex systems including access control, CCTV networks, electric fencing energisers and gate motor systems. Improper installation can void your warranty and, in some cases, create safety hazards.
SecuDepo can recommend qualified security installation professionals in your area upon request. Contact our sales team for referrals.
8. Out-of-Warranty Repairs
Products that have exceeded the warranty period or whose faults are not covered by the warranty may still be eligible for paid repair service. Contact us to discuss out-of-warranty repair options. We will provide a quote for repair before any work is undertaken, and you have the right to decline if you do not wish to proceed.