GWT
GENERAL WARRANTY TERMS AND CONDITIONS OF WANO SOLUTIONS
1. General Provisions
These General Warranty Terms and Conditions, hereinafter referred to as the “GWT”, define the warranty rules provided by WANO Sp. z o.o., with its registered office at ul. Magazynowa 6, 62-030 Luboń, Poland, hereinafter referred to as “WANO” or the “Warrantor”.
These GWT apply to products sold by WANO to entrepreneurs in connection with their business or professional activities.
Depending on the subject of the sale, these GWT apply in particular to:
access control gates, including turnstiles, tripod turnstiles, swing gates, Speed Gates, pedestrian gates and full-height turnstiles,
barriers, bollards, road blockers, spike barriers and other vehicle access control equipment,
ANPR/LPR licence plate recognition systems,
electronic locks for doors, apartments and hotels,
electronic and mechanical locker locks,
access control systems,
time and attendance systems,
readers, controllers, terminals and relay modules,
hotel systems and equipment,
electric strikes, electromagnetic locks and mortise locks,
fire protection equipment and components,
RFID cards, key fobs, wristbands, tags and other identifiers,
power supplies, batteries, gateways, communication modules and accessories,
card collectors, payment terminals, metal detectors, breath alcohol testers, ESD testers and other specialised equipment,
other devices and accessories included in the WANO product range.
Detailed technical, environmental and operating parameters of a given product are specified in its data sheet, user manual, quotation, design documentation or other documents provided to the Buyer.
If the conditions specified for a particular product or project differ from these GWT, the individually agreed conditions applicable to that product or order shall prevail.
2. Warranty Period
The standard warranty period is 24 months, unless a quotation, agreement, product data sheet or other document relating to a specific order specifies a different period.
The warranty period begins on:
the date the product is delivered to the Buyer – in the case of a sale without installation,
the date of signing the acceptance protocol or commissioning the system – in the case of delivery with installation and commissioning by WANO,
unless otherwise agreed by the parties.
Products covered by a separate manufacturer’s warranty may be subject to the manufacturer’s warranty terms where this is indicated in the quotation, agreement or product documentation.
The warranty period may be extended under a separate service or warranty agreement.
3. Scope of Warranty
The warranty covers material, manufacturing, mechanical, electrical and electronic defects that become apparent during the warranty period under normal use in accordance with the intended purpose of the product.
Where installation has been performed by WANO, the warranty also covers defects resulting from improper installation work included within the scope of WANO’s order.
A warranty defect is deemed to be improper operation of the product in relation to the functions and parameters specified in the technical documentation, quotation or approved configuration.
The warranty does not constitute a guarantee of uninterrupted operation of the entire system where its operation also depends on infrastructure, equipment, software or services outside the scope of supply by WANO.
4. Consumable Components
The warranty does not cover normal wear and tear of consumable components.
Consumable components include in particular:
batteries,
rechargeable batteries with regard to their natural loss of capacity,
fuses,
friction and mechanical components subject to normal wear,
decorative and finishing elements,
materials and components intended by the manufacturer for periodic replacement.
The warranty may cover a manufacturing defect of a consumable component if such defect occurs independently of normal wear.
5. Obligations of the Buyer and User
Proper operation of the equipment requires:
using the product in accordance with its intended purpose, instructions and technical documentation;
providing the power supply parameters required for the equipment;
providing proper grounding and surge protection where required;
maintaining the equipment and its surroundings in a condition enabling proper operation;
carrying out required maintenance activities and inspections;
using appropriate batteries, rechargeable batteries, power supplies and other consumables;
promptly responding to low-battery warnings, errors, alarms and other irregularities;
refraining from unauthorised structural, electrical, mechanical or software modifications that may affect operation of the equipment;
protecting the equipment against access by unauthorised persons;
reporting any identified fault to WANO without undue delay.
6. Warranty Claim Submission
A warranty claim should be submitted electronically to the address indicated by WANO for service requests or, where no separate address is provided, to serwis@wano.pl.
The claim should, where possible, include:
the Buyer’s name,
contact person details,
order, invoice or project number,
device model,
serial number, if applicable,
installation location,
a detailed description of the issue,
the date the fault was identified,
photographs or video showing the fault, where possible,
error messages,
information regarding the circumstances in which the fault occurred.
WANO may request additional information necessary to perform diagnostics.
If insufficient information prevents diagnosis, further processing of the service request may be suspended until the required information is provided.
7. Service Response Time
The standard WANO response time for a properly submitted warranty claim is a maximum of 1 business day.
“Response time” means the time from receipt of the claim until WANO begins handling it, in particular by:
confirming receipt of the claim,
contacting the Buyer,
commencing diagnostics,
providing instructions for diagnostic procedures,
starting a remote connection to the system,
requesting additional information,
deciding whether the device must be sent to a service centre or diagnosed on site.
Response time is not equivalent to fault resolution time, repair time or the time within which a service technician will arrive at the site.
Claims received outside business days shall be deemed received on the next business day.
The standard warranty does not include:
24/7 service,
guaranteed technician arrival time,
replacement equipment,
guaranteed system restoration time,
unless separately agreed under an SLA or service agreement.
8. Diagnostics
WANO may first perform remote diagnostics.
The Buyer shall, within a reasonable scope, cooperate with the diagnostic process and enable, among other things:
basic tests,
transmission of photographs or video recordings,
power supply verification,
network connection verification,
device restart,
reading of diagnostic messages,
provision of remote access, where the infrastructure allows.
Carrying out the above activities in accordance with WANO’s instructions shall not be considered unauthorised interference with the equipment.
9. Product Repair
Where the product must be sent to a service centre, the standard period for rectification of an accepted warranty defect is up to 20 business days from the date the complete device is received by the service centre.
This period may be extended in the event of:
the need to obtain spare parts,
the need to manufacture custom components,
individually manufactured or modified equipment,
the need for an expert assessment by the manufacturer,
force majeure or circumstances beyond WANO’s control.
If the standard period is expected to be exceeded, WANO will inform the Buyer accordingly.
WANO shall determine the technically justified method of restoring proper operation of the equipment, including in particular:
adjustment,
repair,
software update or reconfiguration,
replacement of the defective component,
replacement of the equipment where repair is impossible or economically unjustified.
A replacement product may be new or technically equivalent where the original model is no longer manufactured or available.
10. Permanently Installed Equipment
In the case of equipment where removal or transport is not justified, WANO may decide to perform service activities at the installation site.
This applies in particular to:
access gates and turnstiles,
Speed Gates,
pedestrian gates,
barriers,
bollards,
road blockers,
ANPR systems,
extensive access control and time attendance systems,
other permanently installed equipment.
Once the need for an on-site service visit has been confirmed, WANO will agree the visit date with the Buyer.
These standard GWT do not constitute a guarantee that the visit will be performed within a specified number of hours from notification. A guaranteed response or arrival time may be covered by a separate SLA.
11. Warranty Service Costs
Where the product was delivered and installed by WANO, the costs of activities necessary to rectify an accepted warranty defect shall be borne by WANO to the extent covered by the original WANO order.
In the case of a product sold without installation by WANO, the Buyer is responsible for its proper removal and preparation for shipment, unless otherwise agreed.
In the case of an accepted warranty claim, the costs of standard return shipment of the product shall be borne by WANO.
If diagnostics show that the reported issue:
is not a warranty defect,
was caused by improper use,
concerns the Buyer’s infrastructure,
results from configuration changes made by the Buyer or a third party,
cannot be reproduced during testing,
WANO may charge the Buyer for diagnostics, travel, labour and materials used in accordance with the current service price list, after informing the Buyer that further work will be chargeable.
12. General Warranty Exclusions
The warranty does not cover damage or malfunction caused in particular by:
use contrary to the intended purpose;
installation performed contrary to the instructions or generally accepted technical standards by an entity other than WANO;
improper preparation of the installation site;
mechanical damage, impact, falling, collision or vandalism;
exposure to water where the device is not designed for such conditions or has been installed contrary to requirements;
flooding caused by improper drainage at the installation site;
corrosion caused by aggressive substances, salt, chemicals or improper cleaning;
fire, flood, lightning strike, overvoltage or other external events;
improper supply voltage;
lack of or improper surge protection where required;
improper grounding;
interference by unauthorised persons;
unauthorised modification of the construction or electronics;
use of incompatible accessories, power supplies, batteries or components;
failure to perform required maintenance;
operation outside the temperature, humidity or ingress protection limits specified for the product;
damage caused by rodents, insects or other animals;
normal wear and tear;
improper transport or storage after delivery of the product to the Buyer;
continued operation despite a visible fault, where such continued use causes further damage.
13. Access Gates, Speed Gates, Turnstiles and Pedestrian Gates
Gates must be installed on a stable, level and sufficiently load-bearing surface.
Modules forming part of multi-element systems must maintain the required relative alignment.
Installed modules must not be mechanically repositioned.
Moving components must not be:
forcibly stopped,
pushed,
pulled,
additionally loaded,
used as support points.
In sensor-based gates, sensors must not be covered, taped over or permanently soiled.
Permanent obstacles must not be placed within the sensor detection zone.
One authorisation is normally intended for one person unless the system configuration provides otherwise.
The method of handling:
children,
persons with disabilities,
baby strollers,
wheelchairs,
large luggage,
animals
must correspond to the configuration and intended purpose of the particular passage.
Equipment intended for indoor use must not be installed outdoors.
Outdoor equipment must be installed in a manner ensuring the environmental conditions required by the manufacturer, including proper drainage.
Snow, ice, sand, stones and other contamination that could block the mechanism must be removed.
Damage resulting from forced movement of wings, arms or other moving components is not considered a warranty defect.
14. Barriers, Bollards, Road Blockers and Vehicle Access Automation
Equipment must be installed on properly prepared foundations and in accordance with the manufacturer’s requirements.
The Buyer is responsible for the condition of the ground, underground installations and drainage where these elements were not included in WANO’s scope of work.
Damage caused by a vehicle collision with the equipment is not covered by the warranty.
Barrier arms must not be:
manually stopped,
additionally loaded,
modified,
extended beyond the manufacturer’s permitted parameters.
In outdoor applications, the accumulation of water, snow and ice in mechanical components must be prevented.
Inductive loops, photocells, radars and other safety devices must be maintained in proper technical condition.
15. Electronic Locks for Doors, Apartments and Hotels
The lock must be installed in doors meeting the technical requirements specified for the given model.
The door leaf, hinges, frame and mortise lock must operate correctly.
An electronic handle or cylinder must not be used to compensate for mechanical defects in the door.
The bolt and latch must not operate under excessive mechanical stress.
Doors should open and close without excessive force.
Batteries specified in the device documentation must be used.
Batteries should be replaced when a low-battery warning appears or according to the maintenance schedule applicable at the facility.
Damage to electronics caused by battery leakage resulting from leaving depleted batteries in the device is not covered by the warranty.
Locks intended for indoor use must not be exposed directly to rain, snow or other weather conditions.
Any declared battery cycle life is indicative and depends, among other factors, on battery quality, temperature, wireless communication frequency and intensity of use.
16. Locker Locks
Locker doors and locking bolts must be properly aligned.
The lock must not be used to pull closed deformed or misaligned doors.
The mechanism must not operate under constant mechanical stress caused by improper furniture construction.
Locks must be used within the temperature and humidity ranges specified for the particular model.
Use in swimming pools, spas, changing rooms, wet areas or other high-humidity environments is permitted only where the particular model is designed for such conditions.
Direct flooding of the device or use of aggressive cleaning agents is prohibited unless the product documentation expressly states otherwise.
17. Access Control and Time Attendance Systems
Proper operation of access control and time attendance systems requires suitable infrastructure, including in particular:
correct power supply,
correct cabling,
stable LAN/WLAN connection where used,
Internet access where required for the relevant functionality,
correctly configured server or workstation.
WANO is not liable under the warranty for failures caused by the Buyer’s IT infrastructure that falls outside WANO’s scope of supply.
Changes to IP addressing, VLANs, firewalls, servers, domains, security policies or other parameters of the Buyer’s infrastructure may require system reconfiguration and do not constitute a product defect.
The Buyer should perform backups of system data where the system provides such functionality.
18. Software, Applications and Cloud Services
The hardware warranty does not cover uninterrupted availability of services provided by third parties.
This applies in particular to:
cloud services,
manufacturer servers,
Internet services,
mobile applications,
Google Play and App Store services,
e-mail and SMS services,
third-party APIs,
telecommunications operator services.
Changes to licensing rules, limits, pricing, functionality or terms of service introduced by an external provider do not constitute a hardware defect unless WANO separately guaranteed a specific functionality on defined terms.
Updates to Windows, Android, iOS and other external platforms may affect software compatibility.
WANO is not responsible for loss by the Buyer of login credentials, passwords, administrator accounts or other access data.
19. ANPR/LPR and Image Analysis Devices
Licence plate recognition effectiveness depends on installation and environmental conditions.
Recognition performance may be affected in particular by:
dirty licence plates,
damaged licence plates,
snow,
rain,
fog,
direct sunlight,
light reflections,
improper camera angle,
improper vehicle speed,
partial obstruction of the licence plate.
An incorrect reading caused by external conditions is not automatically considered a device defect.
20. RFID Identifiers
RFID cards, key fobs, wristbands, tags and other identifiers must be protected against mechanical damage and environmental conditions exceeding their specifications.
The warranty does not cover in particular:
cracks,
cuts,
permanent deformation,
wear of printed markings resulting from normal use,
damage caused by improper washing or cleaning,
exposure to temperatures outside the product specification.
21. Power Supplies and Rechargeable Batteries
Rechargeable batteries are components subject to natural wear.
Gradual loss of battery capacity resulting from cycle count, age, temperature and manner of use does not constitute a warranty defect.
Equipment fitted with backup power should be periodically tested.
Batteries and power supplies with parameters inconsistent with the equipment requirements must not be used.
22. Fire Protection and Safety Components
Products affecting fire protection, evacuation or other safety systems must be installed and used in accordance with:
technical documentation,
the project design,
the intended purpose of the product,
requirements applicable to the particular facility.
Unauthorised modification of fire protection components may result in loss of the declared performance parameters of the solution.
Integration of a device with a fire alarm system, evacuation system or another superior safety system should be carried out in accordance with the facility design.
23. Specialised Equipment
In the case of metal detectors, breath alcohol testers, ESD devices, payment terminals, measuring systems and other specialised equipment:
the equipment must be used in accordance with the manufacturer’s instructions;
required periodic:
verification,
calibration,
inspection,
sensor replacement
shall not constitute a warranty repair where resulting from normal operation of the equipment;
exceeding the calibration interval or using a worn sensor may affect measurement accuracy.
24. Cleaning and Maintenance
Products must be cleaned in accordance with the instructions and the materials used in their construction.
Cleaning agents that may damage:
stainless steel,
paint coatings,
aluminium,
plastics,
glass,
sensors,
electronics
must not be used.
Pressure washing is prohibited unless the manufacturer of the particular device expressly permits such cleaning.
The user is responsible for the ongoing removal of contamination that may affect operation of the equipment.
25. Periodic Inspections
Mechanical, electromechanical and intensively used systems should undergo periodic inspections.
The scope and frequency of inspections depend on:
the manufacturer’s instructions,
product specifications,
contractual terms,
intensity of use,
environmental conditions.
Where WANO has specified a mandatory periodic inspection, failure to perform such inspection may result in refusal of warranty coverage to the extent that the fault is causally related to the lack of inspection.
Failure to perform an inspection does not automatically void the warranty in relation to defects unrelated to the neglected maintenance activity.
26. Cosmetic Damage
The warranty does not cover normal cosmetic wear resulting from use of the product.
In particular, the following are not considered defects:
minor scratches,
abrasions,
normal signs of use,
natural changes to surfaces,
wear of elements subject to constant contact with users,
provided that they do not affect the functionality or safety of the product.
27. Transport
Visible transport damage should be reported immediately upon receipt of the shipment.
The Buyer should document damage to the packaging and product and, where possible, prepare a damage report with the carrier.
Damage occurring during transport is not a manufacturing defect and shall be handled in accordance with the applicable delivery terms and transport liability rules.
28. Repairs and Third-Party Interference
It is prohibited to independently open components designated as service-only, remove seals or carry out repairs without WANO’s consent.
Third-party interference shall not result in loss of warranty for the entire system where it had no impact on the reported fault.
WANO may refuse warranty repair of a component where the identified interference may have caused or contributed to its damage.
29. Data and Configuration
The Buyer is responsible for making backups of data, configurations and databases where the system provides such functionality.
Before handing over equipment for service, the Buyer should secure any important data.
As part of a repair, it may be necessary to:
restore factory settings,
update software,
remove the existing configuration,
reprogramme the device.
WANO does not guarantee preservation of device configuration during repair where its removal is technically necessary.
30. WANO’s Liability
WANO’s obligations under this warranty are limited to restoring proper operation of the product in accordance with these GWT.
Under the warranty, WANO shall not cover indirect losses or costs resulting from equipment downtime, including in particular:
lost profits,
lost revenue,
costs of security personnel,
costs of organising an alternative passage,
costs resulting from facility downtime,
operating costs incurred by the Buyer,
unless such liability arises from mandatory provisions of law or has been separately agreed.
WANO shall not be liable for malfunction of the entire system caused by failure of components or infrastructure not supplied by WANO.
31. Statutory Warranty for Defects in B2B Transactions
To the extent permitted by applicable law, WANO’s statutory liability towards entrepreneurs for defects in goods is excluded, unless the quotation, agreement or separate arrangement between the parties provides otherwise.
The above does not limit rights arising from this commercial warranty.
Where mandatory provisions of law do not allow a particular limitation to apply to a specific Buyer, the relevant statutory provisions shall apply.
32. B2B Product Returns
A Buyer acting as an entrepreneur has no contractual right to return a fully functional product without cause unless WANO gives prior consent to such return.
Any product return requires WANO’s prior approval.
Products:
made to order,
specially sourced for an order,
modified,
painted in an individual colour,
marked or branded for a specific customer,
individually programmed or configured,
manufactured to individual dimensions
are generally non-returnable.
Where WANO accepts the return of a fully functional product, acceptance may be subject to the product’s condition, completeness and original packaging.
33. Force Majeure
WANO shall not be liable for failure or delay in performing warranty obligations caused by events beyond WANO’s reasonable control, including in particular:
natural disasters,
fire,
flood,
war or armed conflict,
strikes,
telecommunications infrastructure failures,
power supply failures,
transport restrictions,
decisions of public authorities,
disruptions to the global supply chain preventing procurement of required components.
WANO will inform the Buyer where such circumstances materially affect the expected repair time.
34. Final Provisions
These GWT constitute WANO’s warranty statement in respect of products for which WANO provides its own warranty.
Documents supplementing these GWT include in particular:
commercial quotation,
order confirmation,
agreement,
project documentation,
product data sheet,
user manual,
commissioning or acceptance protocol.
In the event of discrepancies, individually agreed provisions accepted by the parties for a specific order shall prevail.
Matters not regulated by these GWT shall be governed by Polish law.
WANO may introduce new versions of these GWT. The version applicable to a particular order shall be the version in force at the time the agreement is concluded or the version individually accepted by the parties.
These GWT shall apply from 01-09-2026.