Diyu Smart is a direct manufacturer — Shenzhen Diyu Smart Co., Ltd. was founded in 2016 and operates our own 8,000㎡ factory in Zhongshan, Guangdong, China. We control the entire production chain from R&D, mold engineering, PCB assembly, biometric module manufacturing, to final assembly and QC testing. We are not a trader or agent — every order ships directly from our owned factory.

Diyu Smart was founded in 2016 with over 9 years of specialized experience in smart lock and AIoT device manufacturing. We are officially recognized as a Chinese "Specialized and Innovative SME" and are a certified supplier to Bosch (Fortune 500). Our factory has produced smart hardware for global engineering projects across 60+ countries.

Our Zhongshan factory operates 8 production lines with a daily capacity of 4,000+ smart locks and 2,000+ smart meters. Annual capacity: approximately 1.2 million smart locks and 600,000 smart meters. We also maintain 4 dedicated quality assurance laboratories testing every batch before shipment.

Factory: Nanshui Industrial Park, Sanjiao Town, Zhongshan City, Guangdong Yes — factory visits are welcome. Please schedule 3-5 business days in advance via john@diyusmart.com. We can arrange pickup from Shenzhen Bao'an Airport (SZX) or Hong Kong Airport (HKG).

All Diyu Smart products carry the following international certifications: CE (European Conformity) FCC (Federal Communications Commission, USA) RoHS (Restriction of Hazardous Substances) ISO 9001:2015 (Quality Management System) ANSI/BHMA (American National Standards Institute, for US-market locks) UL (Underwriters Laboratories, for select models) IEC 62053-21 (electric meters, Class 1.0 accuracy) ISO 4064 (water meters, Class B accuracy) MID (Measuring Instruments Directive, EU water meters) Specific product certification lists are available in each product's datasheet.

Yes. Diyu Smart is a certified OEM supplier to Bosch (Fortune 500 Global 100) and provides smart hardware to over 120 global engineering-project brands across property development, hotel chains, apartment operators, and utility companies. Reference client case studies are available on request under NDA.

CIPA is Diyu Smart's luxury sub-brand dedicated to solid-brass smart locks with 24K gold plating and natural gemstone/enamel inlays (sapphire, malachite, cloisonné). Both are manufactured in the same Zhongshan factory, sharing R&D and quality control resources. However: Diyu Smart = mainstream and engineering-focused (USD 30-500 range) CIPA = ultra-luxury heritage-grade (USD 500-5,000+ range)

Yes. We offer full OEM (Original Equipment Manufacturing) and ODM (Original Design Manufacturing) services: OEM Logo & Packaging: 500-1,000 pcs minimum depending on model OEM Firmware: Custom app branding, cloud endpoint, and protocol adaptation available on 500+ pc orders ODM Design: Fully custom industrial design, tooling, and mechanical engineering available on 3,000+ pc orders (tooling deposit required) Private Label: We ship completely unbranded product with your logo, packaging, and manual — customer resells under their brand

Diyu Smart exports to 60+ countries across 6 continents. Major markets include: North America: USA, Canada, Mexico Europe: Germany, UK, France, Italy, Spain, Netherlands, Russia Middle East: UAE, Saudi Arabia, Qatar, Kuwait, Israel Southeast Asia: Vietnam, Thailand, Philippines, Indonesia, Malaysia, Singapore Latin America: Brazil, Mexico, Colombia, Chile, Argentina Oceania: Australia, New Zealand Africa: South Africa, Nigeria, Morocco, Egypt

Diyu Smart is the only Chinese manufacturer offering an integrated AIoT hardware "supermarket" combining: Full-category smart locks (residential, engineering, hotel, glass door, video) Smart energy meters (water, electric, gas — single/three phase, LoRa/RF433/wired) IoT gateways (BLE, Zigbee, LoRaWAN, 4G Cat.1) 10+ Protocols supported: LoRa, RF433, Zigbee 3.0, Bluetooth, WiFi, 4G LTE, RS485, M-Bus, PLC, Dry Contact Ultra-luxury sub-brand CIPA: solid brass + gemstone inlays for high-end projects This means one supplier can equip an entire smart building — from door locks to water meters to LoRaWAN gateways — with factory-tested compatibility guaranteed.

Diyu Smart operates 4 dedicated QC laboratories with a 7-stage quality assurance process: Incoming Material QC: Every component tested against spec before entering production In-Process QC: Inline testing at each production step Aging Test: Every unit runs 48-hour continuous operation test Environmental Test: Salt spray (96hr), climate chamber (-25°C to +60°C), 200,000-cycle mechanical durability EMC Test: Electromagnetic compatibility per CE/FCC standards Random Sample Test: 10% random sample tested at final packaging Pre-Shipment Inspection: Third-party inspection welcomed (SGS, BV, Intertek)

Standard warranty terms: Smart Locks (Diyu Smart): 2 years Smart Locks (CIPA): 3 years (luxury tier) CIPA Sapphire Inlay: Lifetime replacement warranty (against setting defects) CIPA Cloisonné Enamel: 10-year color-fastness warranty Smart Water Meters: 5-6 years (wireless module) / 6-7 years (mechanical body) Smart Electric Meters: 3 years Gateways: 2-3 years Extended Warranty: Additional years available on OEM projects and 500+ pc orders

For apartment engineering projects, we recommend HM-PB01 Networked Smart Door Lock with RF433 wireless protocol — one gateway can manage 200+ locks across an entire building, eliminating the need for individual Wi-Fi setup per unit. Compatible with the TTLock cloud platform for centralized property management (issue/revoke digital keys, schedule access, entry audit logs). MOQ 30 pieces, ideal for pilot projects of 30-200 units.

For villa main entries, we offer three tiers: Mainstream: HM-A20 / HM-A40 3D Face + Palm Vein Smart Lock (aluminium alloy, 40-120mm door thickness, ~USD 200-400) High-End: HM-V20 / HM-V70 (rose gold or matte-and-bright black finish, 12-language including Arabic/Persian, ~USD 350-600) Ultra-Luxury: CIPA B800 / B808 (solid brass + 24K gold + malachite/colored crystal, 643mm grand-scale hardware, ~USD 1,200-3,500) All models support 6-in-1 unlocking (3D Face + Palm Vein + Fingerprint + PIN + Card + Key) and fit door thickness 40-120mm.

For glass doors, we recommend based on door type: Frameless glass (8-12mm): HO-X50 (slim clamp-mount, USB rechargeable, 5-in-1) or HO-X400 (face recognition, tempered glass panel) Framed glass + wooden universal: HO-X150 (one SKU fits 3 door types, 2000 PIN capacity) WiFi remote management: HO-X200 (acrylic panel, direct WiFi Tuya) Luxury retail boutique: HO-X400 (face recognition + tempered glass, "designer premium") All glass door locks use clamp-mount design — no drilling into glass required.

Currently our WiFi-enabled models support Tuya Smart (compatible with Alexa and Google Home via Tuya integration). Apple HomeKit support is on our 2026 roadmap for the following models: HM-R04 / HM-R05 (video smart locks with WiFi) HO-X200 / HO-X400 (glass door WiFi models) CIPA J401 / J601 (luxury WiFi models) For confirmed HomeKit compatibility today, please contact us to inquire about our HomeKit-certified variant which is available on 500+ pc OEM orders.

3D Structured-Light Face Recognition (used in Diyu A/V/R series and all CIPA locks): Projects invisible IR light patterns to measure facial depth in 3D. Cannot be spoofed by photos, screens, or masks. Works reliably in complete darkness. Recognition speed 0.5 seconds. 2D Face Recognition (used in HO-X400 and some competitor locks): Camera-based image matching. Vulnerable to photo/video spoofing. Requires ambient light or IR fill. Recognition speed 1-2 seconds. Recommendation: For any security-sensitive application (residential main entry, corporate offices), always specify 3D structured-light face recognition. 2D is acceptable only for low-security convenience applications (interior doors, boutique retail).

Diyu Smart locks fit a wide door thickness range, model-dependent: 30-50mm (US standard residential): HM-A03, HM-J01 30-65mm (mainstream residential): HM-P02, HM-P98 35-55mm (interior doors): HM-P04 35-60mm (mainstream global): HM-Y79 40-120mm (villa & thick doors — flagship range): HM-A20, HM-A40, HM-V20, HM-V70, HM-Y81, HM-R series, all CIPA Frameless glass (8-12mm) + framed 30-120mm: HO-X150, HO-X200, HO-X400 For thick doors above 80mm, please specify at order so we ship the correct through-bolt length.

User capacity varies by product tier: Entry-level (HM-A03, HM-J01): 30 fingerprints Mainstream (HM-P02, HM-P98, HM-Y79, HM-Y81): 100 fingerprints + 100 PINs + 100 cards High-end (HM-A20, HM-A40, HM-V20, HM-V70, HM-R series): 50 faces + 100 fingerprints + 100 PINs + 100 cards Universal + Extreme Capacity (HO-X150): 100 fingerprints + 2000 PINs + 2000 cards CIPA Luxury: 50 faces + 50 fingerprints + 240 PINs + 240 cards Access Control Reader (HO-X300A): 300 fingerprints + 2300 PINs + 2300 cards (largest in family)

Depends on model: LoRaWAN water meters (cold/hot) and LoRaWAN electric meters: Require a LoRaWAN gateway (Milesight UG65 or Yima 255MG-801). One gateway covers 500-2,000 meters within 3-15km radius. Wired M-Bus / RS485 meters (DDS1000, DTS1000, wired hot water meter): Require the CZ1000-256 wired data gateway. One gateway manages up to 256 meters via M-Bus + RS485 buses. 4G Cat.1 smart meters: Gateway-free — each meter has built-in 4G cellular modem and connects directly to cloud. Ideal for scattered rural households and old-community retrofits.

Yes, all Diyu Smart and CIPA smart locks work fully standalone — no WiFi or internet required for basic unlocking. Fingerprint, PIN, RFID card, face recognition, and mechanical key all work locally on the lock itself. WiFi/Bluetooth is only needed for: Remote unlocking from outside Bluetooth range Cloud entry logs and audit trail Issuing temporary PIN codes to guests remotely Integration with Alexa / Google Home / smart-home ecosystems Property owners who prefer "no apps, no clouds" can operate our locks 100% offline for lifetime.

Battery life varies by model: 1 year (single CR123A): HM-J01, HM-A03 6 months (4 × AA alkaline): HM-P02, HM-P98, HM-V70 (typical residential) 8 months (4 × AA No.5 alkaline): HM-Y08, HM-Y26 10 months (industry-leading, 4 × AA No.5): HM-Y79, HM-Y81 10-12 months (interior doors, lower usage): HM-P04 3 months (rechargeable 4200-5000mAh with camera/face): HM-A20, HM-A40, HM-V20, HM-V70, all HM-R series, all CIPA 2-3 months (rechargeable + interior display): HM-R20 All rechargeable models include Type-C USB emergency power port — even if battery depletes, tap any USB-C power bank to unlock.

Tuya Smart: The world's largest IoT platform (700M+ users, 11 regional data centers). Best for smart-home retail — integrates with Alexa/Google Home/IFTTT, works with hundreds of smart-home devices from many brands. Ideal for individual homeowners. TTLock (Sciener): The leading vacation-rental and hotel management platform. Best for Airbnb hosts, hotel operators, property management — time-bound digital keys, PMS integration API, entry log audit for guest management. Diyu's HM-P02 uniquely supports both apps in one device — rare in this price segment.

CIPA is Diyu Smart's ultra-luxury sub-brand — 15 models across 5 series, all featuring: Solid brass construction (60% heavier than aluminium; 500-hr salt spray resistant) 24K gold plating (except F401 which uses pure brass with British Bronze patina) Natural gemstone or heritage craft inlays: malachite green (B/F series), sapphire (V401/V601), cloisonné enamel (V402/V602), faceted/colored crystal (C/J series) Grand-scale hardware up to 643mm (villa main entries) or compact 420-460mm (apartments) 3-year warranty (vs. Diyu's standard 2-year) + lifetime sapphire warranty + 10-year cloisonné color-fastness CIPA prices range USD 500-5,000+ vs. Diyu Smart's USD 30-500 range.

LoRa (Long Range) is a low-power wireless protocol operating in the sub-GHz ISM band (868MHz EU / 915MHz US / 470MHz China). Compared to WiFi and Zigbee: Range: 15km line-of-sight / 3km urban (vs. WiFi's 30m) Wall Penetration: Punches through 2-3 concrete walls (vs. WiFi failing at 1 wall) Battery Life: 8 years on a single Li-SOCl₂ battery (vs. WiFi ~ months) Density: One gateway handles 2,000+ devices For high-rise apartment water meters (buried in flooded basement pits) and engineering smart locks in dense concrete buildings, LoRa is uniquely reliable where WiFi/Zigbee fail.

RF433 is an industrial-grade 433MHz wireless protocol widely used for property management and hotel access control. Key advantages: Long Range: 200m open field / 30-50m indoor through walls Massive Node Density: One gateway manages 200+ locks Extreme Cost Efficiency: 70% lower gateway hardware cost than Zigbee mesh No Wi-Fi Infrastructure Required: Ideal for old-building retrofits Diyu's HM-PB01 uses RF433 for exactly this purpose — apartment developers and hotel chains can deploy hundreds of locks with a single gateway per floor.

Matter is the industry-standard smart-home protocol launched by CSA (Connectivity Standards Alliance) in 2022, unifying Apple, Google, Amazon, Samsung, and IKEA under one interoperability standard. Matter locks work seamlessly across Apple HomeKit, Google Home, Amazon Alexa, and Samsung SmartThings. Diyu Smart's Matter-certified variants are on the 2026 roadmap. For customers requiring Matter today, we offer OEM/ODM Matter certification on 500+ pc orders (adds ~USD 5-10 per unit for the Matter module and certification fees).

Palm vein recognition reads the unique pattern of veins inside your palm using near-infrared light. Key advantages over fingerprint: Unforgeable: Vein patterns are inside the body — cannot be lifted from surfaces (unlike fingerprints) Works with wet/dry/damaged fingers: Vein detection is unaffected by surface conditions Higher accuracy: False acceptance rate ~10⁻⁸ (vs. fingerprint's 10⁻⁵) Contactless: Hygienic — no touching the sensor Diyu's HM-A20, A40, V20, V70, and R series (and all CIPA) support both fingerprint and palm vein for maximum flexibility.

Yes. Two integration paths: TTLock API integration: Our HM-P02 and HM-PB01 support TTLock, which provides a standard REST API for major PMS platforms (Oracle Opera, Cloudbeds, Mews, RMS, Little Hotelier). PMS auto-issues PIN codes on check-in, auto-expires on checkout, syncs entry logs. Custom API on OEM firmware: For 500+ pc orders, we can develop custom firmware exposing a REST or MQTT API for direct integration with any PMS or custom hotel management system. Reference deployment: A 200-room boutique hotel chain in Southeast Asia using HM-P02 + TTLock + Cloudbeds integration.

Grade C cylinders (highest anti-theft grade under Chinese national standard GA/T 73-2015) are used across the vast majority of Diyu Smart and all CIPA models. Grade C means: Anti-drilling: > 30 minutes to defeat Anti-picking: > 270 minutes to defeat Anti-bumping: Passes 100+ bump attempts without opening Value-tier exceptions: HM-Y08 uses Grade B cylinder (still meets basic residential security) HO-X series (glass door) and HO-X300A (access reader): Grade A cylinder (light-security commercial application)

Wide operating temperature ranges by product category: Standard residential smart locks: -25°C to +55°C or +60°C (handles most global climates including Northern Europe and Middle East summers) Extreme cold/hot spec models: HM-P02, HM-P98 rated -30°C to +60°C (Siberia to Saudi Arabia) US spec models: HM-J01, HM-A03 rated -25°C to +70°C (Minnesota winters + Arizona summers) Interior door lock: HM-P04 rated -25°C to +65°C Smart water meters (cold): Water temp 0.1-50°C Smart water meters (hot): Water temp up to 90°C (district heating rated) Electric meters: -25°C to +55°C standard, -40°C to +70°C extreme

Waterproof ratings vary by product: Smart locks (indoor use): Panel IP54 (splash-resistant); withstands cleaning and light rain Glass door locks (HO-X series): IP54 (indoor commercial use) Access control readers (HO-X300A): Not rated (indoor mount) LoRaWAN water meters: IP68 (fully submersible) — safe for flooded basement meter pits LoRaWAN gateways (UG65): IP65 metal enclosure for outdoor pole-mount Industrial gateways (255MG-801): IP30 indoor / IP65 outdoor variant For fully outdoor smart lock applications (garden gates, boat cabin exteriors), please contact us — we offer OEM outdoor-rated variants on 500+ pc orders.

Diyu Smart's data handling meets international privacy standards: Local Data Storage: All biometric templates (fingerprint, face, palm vein) are encrypted and stored on-device only — never transmitted to cloud GDPR Compliance: EU-region Tuya cloud servers hosted in Germany (Frankfurt); customer data never leaves EU Regional Data Localization: 11 Tuya regional data centers globally (EU/US/China/SEA/India/Latin America); data localizes to end-user region CIPA 3-Level Data Sovereignty: For CIPA royal/palace clients, we support fully offline mode (100% no cloud) + optional private-server deployment on client's own infrastructure

Yes. Three tiers of customization: Logo Only: 500-1,000 pcs minimum. Custom logo laser-engraved or silk-screened on panel; unchanged packaging. Logo + Custom Packaging: 1,000-2,000 pcs minimum. Custom branded box, user manual, warranty card in your language. Full Private Label (ODM): 3,000+ pcs minimum. Custom mold, custom faceplate color, custom firmware app branding, unique design. Tooling deposit required for ODM (typically USD 5,000-15,000 for new mold), refundable across future orders.

MOQ varies by product line and packaging: Diyu Smart Locks — Value Tier: 12-30 pieces (1-2 cartons) Diyu Smart Locks — Standard: 20-30 pieces (1-2 cartons) Diyu Smart Locks — Premium (A/V/R series): 6 pieces (1 carton) CIPA 玺牌 (all models): 10 pieces (mixed models allowed to reach MOQ) Smart Water Meters: 100 pieces Smart Electric Meters: 50-100 pieces Wired Data Gateways (CZ1000-256): 5 units LoRaWAN Gateways (UG65, 255MG-801): 1 unit (in stock) Access Control Reader (HO-X300A): 60 pieces (1 carton — high density) Trial orders welcomed — we support small pilot deployments before scaling to container loads.

Standard payment terms: T/T (Bank Transfer): Preferred — 30% deposit before production, 70% before shipment. For CIPA orders: 50% deposit / 50% before shipment (luxury tier). L/C (Letter of Credit): Accepted for orders > USD 15,000 (Diyu) or > USD 20,000 (CIPA) PayPal: Accepted for orders < USD 3,000 (sample orders and small trial deployments) Alibaba Trade Assurance: Full protection through Alibaba.com platform for all order sizes Escrow Service: Available on request for large first-time orders All payments in USD; EUR/GBP/CNY accepted for OEM contracts on request.

Lead times vary by product complexity: Sample orders: 3-7 days (in-stock models same-day; custom-finish samples 5-10 days) Bulk orders — mainstream Diyu Smart Locks: 15-25 days after deposit Bulk orders — Diyu Smart Meters: 15-20 days after deposit Bulk orders — CIPA C/F/J series: 25-35 days (handcrafted finishing) Bulk orders — CIPA B/V series: 30-45 days (stone/enamel inlay work) Bulk orders — CIPA V402/V602 cloisonné: 45-80 days (UNESCO-tier craftsmanship, longest lead time) In-stock LoRaWAN gateways (UG65, 255MG-801): Same-day dispatch on orders < 15:00 (GMT+8) Rush production available at 20-30% premium for time-sensitive projects.

We ship globally via all major methods: Sea Freight (recommended for orders > 100 kg): 20-45 days via FOB Shenzhen/Yantian/Guangzhou; FCL (Full Container Load) or LCL (Less than Container Load) Air Freight (recommended for orders 20-100 kg): 5-10 days via SZX/HKG/CAN; door-to-door express available Express Courier (samples and small orders <20 kg): 3-7 days via DHL, FedEx, UPS, TNT — door-to-door Rail Freight (Europe & Central Asia): 15-25 days via China-Europe Railway (Yiwu/Chongqing to Duisburg/Warsaw) DDP Service (Delivered Duty Paid): Available for USA, EU, UK, Australia, Canada — we handle customs clearance and import duties Incoterms supported: EXW, FOB, CIF, CFR, DAP, DDP.

Yes, samples are available for all models. Sample pricing: Diyu Smart Locks (value/mainstream): Free sample (customer pays freight only) on serious buyers with genuine order intent Diyu Smart Locks (premium A/V/R): USD 100-300 refundable on 100+ pc order Smart Meters & Gateways: USD 50-200 refundable on 500+ pc order CIPA 玺牌 (all models): USD 500-2,500 paid, refundable on 30+ pc order (materials cost due to solid brass + gemstones) Sample lead time: 3-7 days for in-stock models; 10-15 days for custom finishes.

Yes, mixed-model orders are welcomed and encouraged. Rules: Diyu Smart Locks: Can mix any 2-3 models within the same series (e.g., HM-P02 + HM-P98) to reach MOQ. Cross-series mixing (e.g., HM-A20 + HM-P02) allowed if total order > 30 pcs. CIPA 玺牌: All 15 CIPA models can freely mix to reach the 10-pc MOQ. Smart Meters: Water + Electric meters can mix to reach 100-pc MOQ. Gateways: No MOQ restriction on gateways — order 1 unit if needed. Mixed orders may extend lead time by 3-5 days for consolidated production scheduling.

Yes. DDP is available for the following countries with predictable landed cost: USA: Amazon FBA-ready DDP available (we pre-clear and forward to Amazon warehouses) European Union (Germany, France, Netherlands, Italy, Spain, Poland): EU-wide DDP with VAT pre-paid United Kingdom: Post-Brexit DDP with all customs docs handled Australia: DDP with GST pre-paid Canada: DDP with GST/HST pre-paid Middle East (UAE, Saudi Arabia): Restricted DDP — some product categories require local certification (SASO/GCC), please inquire DDP pricing is usually 15-30% higher than FOB but eliminates customer's customs clearance risk and duty surprises.

Standard shipping documents: Commercial Invoice (in USD, meets destination country customs requirements) Packing List (detailed carton-by-carton contents) Bill of Lading (Ocean B/L for sea freight, AWB for air freight) Certificate of Origin (Form A / Form E / CO — depending on destination and applicable FTA) Fumigation Certificate (for wooden pallet shipments to strict destinations) Product Certificates on Request: CE Declaration of Conformity, FCC ID grants, RoHS test reports, ISO 9001 certificate Optional documents (customer request): Inspection report (SGS/BV/Intertek), MSDS for lithium batteries, dangerous goods declaration.

Yes, absolutely. We offer three pre-shipment inspection options: Free Video Call Inspection: Schedule a 30-60 minute Zoom/Teams/WeChat video call with our QC team — we'll unbox samples from your production batch, demonstrate all functions, and answer technical questions live. Third-Party Inspection Welcome: You can commission SGS, Bureau Veritas, TÜV, or Intertek to physically inspect our warehouse before we release the shipment. We coordinate access at no additional cost. Buyer On-Site Visit: Fly to our Zhongshan factory to physically inspect your batch. We can arrange airport pickup from Shenzhen (SZX) or Hong Kong (HKG).

Yes. Volume pricing tiers: 1-5 cartons: Sample/trial pricing 1 CBM to 1/2 container (LCL): 5% discount off list 20-foot Full Container (20 GP): 8% discount 40-foot Full Container (40 HQ): 10% discount Multi-container annual contract: 12% discount + priority production slot Container capacity examples: 20 GP holds ~1,000 pcs of HM-A20 (166 cartons) or ~800 pcs CIPA compact 40 HQ holds ~2,200 pcs of HM-A20 or ~1,700 pcs CIPA compact Contact us for a custom quote with your specific model mix and destination.

Comprehensive after-sales support: Technical Support: Email response within 8 hours (Mon-Sat GMT+8 business hours); WeChat/WhatsApp real-time chat for urgent issues Installation Videos: Full HD tutorial videos for every model on our YouTube channel and website Multi-Language User Manuals: English (standard), Chinese, Spanish, Portuguese, Arabic, Russian, French, German, Italian available on request Remote Firmware Updates: WiFi-enabled models receive OTA firmware updates for bug fixes and new features Distributor Training: Free online training program for authorized distributors (product knowledge + sales pitch + troubleshooting) Spare Parts Supply: Individual components (battery packs, PCB modules, fingerprint sensors, mortise) available for out-of-warranty repair

DOA (Dead on Arrival) protection: Any defective unit reported within 30 days of delivery is eligible for: Free Replacement: We ship replacement unit at our cost via express air freight Full Refund: Available if customer prefers refund over replacement Root Cause Analysis: We analyze the failure and share findings with the customer to prevent recurrence Reporting process: Email photos/video of the defect to john@diyusmart.com within 30 days of receipt. Our QC team responds within 24 hours with resolution plan. DOA rate historical average: <0.3% across all Diyu products.

In-warranty claim process (within 2 years for Diyu / 3 years for CIPA): Report the Issue: Email john@diyusmart.com with product model, serial number, purchase date, and photos/video of the problem Diagnostic: Our tech team responds within 24 hours with initial diagnostic (often the issue is resolvable via firmware reset or user setting) Repair vs Replace Decision: Minor Component Failure: Ship replacement component (fingerprint module, battery, etc.) at no cost; customer's local locksmith installs (or we ship whole replacement unit if preferred) Major Failure: Ship whole replacement unit at our cost Return of Defective Unit: Sometimes we request return for RCA (root cause analysis) — we cover return freight Turnaround Time: Typically 7-14 days from report to replacement arrival Warranty does NOT cover: installation errors, environmental abuse (severe flooding, fire, direct hammer impact), unauthorized modifications, batteries after 6 months of use (batteries are consumables).

Spare parts guaranteed for 7 years after discontinuation for the following components on all Diyu Smart and CIPA models: Fingerprint sensor modules Face recognition camera modules (3D structured-light and 2D) Battery packs (rechargeable Li-ion) PCB main boards Mechanical mortise assemblies Face plates (subject to finish availability — some CIPA gemstone/enamel finishes may be limited) For engineering projects (100+ unit deployments): We can pre-stock 5-10% spare parts as part of the initial order — locked at initial order pricing regardless of future component cost changes. Battery Note: Batteries are consumables; standard AA and CR123A batteries are universally available. Rechargeable Li-ion packs (in A/V/R series and CIPA) are stocked at Diyu warehouse and shipped worldwide on request.

Yes. Training offerings: Installer Training (for distributors and contractors): Free online 2-hour session covering installation for all Diyu Smart product families. Certification issued on completion. Advanced in-person training available at our Zhongshan factory (customer pays travel). End-User Training (for property managers, hotel staff): Free 1-hour training on lock user management, app operation, and troubleshooting. Multi-language sessions available. Engineering Design Consultation: For large deployments (500+ units), we provide free system design consultation — protocol selection (LoRa vs RF433), gateway placement optimization, backend integration architecture. CIPA White-Glove Training: For CIPA distributors, additional session on luxury sales positioning, material education (brass, gemstones, cloisonné history), and heritage-buyer psychology.

Multiple contact channels for different needs: General Sales & Quotes: Email john@diyusmart.com (English/Chinese, response within 8 business hours) WhatsApp & WeChat: +86-19574996456 (fastest response for urgent inquiries) Alibaba.com Store: Search "Diyu Smart" or visit https://diyusmart.en.alibaba.com Website Inquiry Form: Visit our contact page → LinkedIn: [Diyu Smart Company Page] YouTube (Installation Videos): @diyusmart Business Hours: Monday-Saturday, 9:00 AM - 6:00 PM GMT+8 (Beijing time). Sunday emergency-only via WhatsApp.