Warranty Policy | DSH Dubai Smart Home

Provider: Dubai Smart Home (DSH), the trading name of Dubai Smart Home LLC, a mainland Dubai limited liability company, registered office at One Central, 8th and 9th Floor, Trade Centre 2, Dubai, United Arab Emirates.

1. Two-Tier Warranty Structure

DSH offers warranty cover at two layers, both of which run from the date of Acceptance as defined in the Master Terms of Service.

1.1 DSH Workmanship Warranty

DSH warrants its own workmanship for 24 months from Acceptance. This covers anything DSH installs, terminates, programmes or finishes with its own labour.

1.2 Manufacturer Warranty Pass-Through

Hardware is covered by the original manufacturer's warranty for the term that the manufacturer publishes. DSH passes the warranty through to the Customer in full and manages claims on the Customer's behalf during the term. Indicative manufacturer warranty terms (subject to the manufacturer's published terms in force on the date of purchase) include:

Lutron HomeWorks QSX, RadioRA 3, Ketra D3 (casework and modular load controllers): up to 8 years.
Crestron control processors and keypads: 3 years.
SolarEdge inverters: 12 years (extendable to 25 years where the Customer has registered for the extended package).
Tesla Powerwall 3: 10 years.
JVC reference projectors: 3 years.
Trinnov Altitude processors: 2 years.
Marantz pre-amplifiers and amplifiers: 2 years.
Kaleidescape servers: 1 year.
Hikvision, Axis and Avigilon cameras and recorders: 2 to 3 years depending on series.
Salto and Aperio access-control hardware: 2 years.
UniFi, Ruckus and Cisco network gear: 1 to 5 years depending on series.
Pentair and Hayward pool plant: 2 years on electronics, 1 year on pumps.
Klafs sauna cabins: 2 years.
Zehnder heat-recovery ventilation: 2 years.
Josh.ai and Apple home appliances: 1 year.

The Customer's authoritative warranty record is the handover folder delivered at Acceptance, which lists the serial number, purchase date and start of warranty for each unit.

2. What Is Covered

The DSH Workmanship Warranty covers:

(a) cabling installed by DSH (CAT6A, fibre, speaker cable, control cable, surveillance cable, power feeders within DSH scope);

(b) terminations made by DSH (RJ45, fibre splices, speaker terminals, lever connectors, ferrules, lugs);

(c) programming written by DSH (Lutron, Crestron, Control4, Josh.ai routines, Trinnov calibration files, Kaleidescape libraries, network configuration);

(d) integration between systems that DSH designed (lighting to audio, security to lighting, voice to lighting, solar to backup);

(e) calibration delivered at handover (projector colour, projector geometry, audio room correction, Ketra circadian seeding);

(f) structural mounting that DSH installed (rack frames, ceiling speaker brackets, projector mounts, in-wall control boxes);

(g) joinery that DSH or its approved Subprocessor delivered (rack doors, AV cabinets, projector lifts, hidden grilles); and

(h) paint reinstatement to the surface around DSH installation points to the standard agreed in the SOW.

3. What Is Not Covered

The Warranty does not cover:

(a) failures or quality issues caused by Etisalat, du, or any other Internet service provider, including line outages, throughput drops, latency spikes, public IP changes, and CGNAT-related access issues;

(b) failures caused by DEWA or municipal utility outages, voltage fluctuation outside the manufacturer's specified tolerance, or water-supply pressure outside the specified tolerance;

(d) Customer or third-party modification of the configuration, including changes to network passwords, port mappings, scene logic or device groupings made without DSH's involvement;

(e) damage caused by lightning, surge or grid spike where the Customer declined the surge protection that DSH recommended in writing;

(f) cosmetic wear, fading of paint or finishes, scratches, dust accumulation, and ordinary cleaning of devices;

(g) consumables (lamps, batteries, filters, fuses, drive belts, gaskets) after their published service life;

(h) damage caused by misuse, abuse, unauthorised dismantling, exposure to liquid (other than as specifically rated), pet damage, or pest damage;

(i) failures during a Force Majeure event as defined in the Master Terms of Service;

(j) any work performed on Site by another contractor on devices, cabling or programming installed by DSH; and

(k) ISP-side cybersecurity incidents that bypass DSH's installed network controls.

4. Day-30 Return Tune

DSH includes one free day-30 return-tune visit within 30 calendar days of Acceptance. The visit covers:

a follow-up walk-through with the Customer or household manager;
fine-tuning of lighting scenes after the Customer has lived with the system;
adjustment of audio levels per zone;
a refresh of training for new household staff;
a check that all firmware is at the latest stable release;
a copy of the updated handover folder.

The day-30 return tune is not an extension of the warranty term. It is a goodwill check that complements the warranty. If the Customer is travelling and cannot accommodate the visit within the 30-day window, the visit may be deferred by up to a further 30 calendar days on written request, and any later visit is chargeable at the standard out-of-warranty rate set out in clause 8.

The day-30 return tune is delivered by an engineer familiar with the project. Where the original lead engineer is no longer available (for example, because they have moved teams or left DSH), the relief engineer will receive a full briefing pack from the project file before the visit so that the Customer is not asked to re-explain the original brief.

5. Ongoing Service Options

The Customer may subscribe to ongoing remote monitoring and management ("RMM") under one of the four SLA tiers (Bronze, Silver, Gold, Platinum) set out at /legal/sla. RMM is a separate, paid service and is not part of the included Workmanship Warranty.

A current RMM subscription does not extend the 24-month workmanship period but does change the response times and on-site attendance commitments for any defect. Customers on Gold and Platinum tiers receive priority queueing on warranty claims and a named engineer who tracks the case from first report to final close-out.

DSH may offer extended workmanship cover at additional cost for projects above a defined value threshold or for Customers who renew their RMM subscription beyond the initial 24-month period. Extended workmanship cover, where offered, is documented in a separate written addendum and is governed by the same exclusions set out in clause 3.

6. How to Claim

To raise a warranty claim, the Customer should:

(a) email support@dubaismarthome.ae within 14 calendar days of the fault appearing;

(b) include the project reference, the room or device affected, a clear description of the symptom, and a photo or short video where possible;

(c) include the date and time the fault first appeared and any recent change to the home environment (works, party, weather event, ISP swap);

(d) keep the device in place and powered if it is safe to do so, so DSH can read logs remotely.

DSH will acknowledge the claim within 1 business day and confirm whether the issue is covered, the proposed remedy, and the expected timeline.

For Customers on an active RMM tier (Silver, Gold, Platinum), the response time is governed by the SLA at /legal/sla rather than by this clause.

7. Manufacturer Claim Flow

For in-warranty Hardware defects, DSH manages the manufacturer claim on the Customer's behalf at no extra labour cost. The flow is:

DSH replicates and confirms the fault, on Site or remotely.
DSH raises a Return Merchandise Authorisation ("RMA") with the manufacturer or its UAE distributor.
DSH ships, hand-carries or couriers the unit to the manufacturer or distributor as required.
DSH installs a temporary loan unit where the Customer's tier or the criticality of the room (cinema, security, networking, primary lighting) makes that practical.
On receipt of the replacement, DSH installs and re-commissions it.

The Customer pays only for items not covered by manufacturer warranty (for example out-of-warranty replacements) and for any optional upgrade the Customer elects during the swap.

Where a manufacturer requires the original purchaser of record to raise the RMA directly (for example, because the Customer registered the device on their own account), DSH will provide the file references, serial numbers, fault description and supporting logs, and will accompany the Customer through the manufacturer portal at no extra labour cost.

Loan units, where issued, remain the property of DSH and must be returned within 7 calendar days of the replacement unit being commissioned. Loss or damage to a loan unit caused by misuse is chargeable at the unit's then-current replacement cost plus 5% VAT.

Shipment of replacement units to and from the manufacturer is at DSH's cost where the unit is in manufacturer warranty. Where the Customer requests express courier in place of standard freight, the difference in shipping cost is invoiced to the Customer separately.

8. Out-of-Warranty Service

After the warranty period ends, or for items outside warranty cover, DSH offers fixed-rate diagnostic visits and time-and-material repair. Indicative pricing (subject to confirmation in the visit quote and to 5% VAT) is:

Diagnostic visit (up to 2 hours, in the Dubai metro): quoted in the visit confirmation.
Engineer hourly rate (after the diagnostic visit): quoted in advance, per engineer per hour.
Specialist calibration (audio, projector, network deep-dive): quoted in advance, per session.
After-hours, weekend and public-holiday surcharge: 1.5x the standard rate.
Spare parts: at DSH's then-current price plus 5% VAT.

Travel outside the Dubai metro (Abu Dhabi, Sharjah, Northern Emirates) is charged separately at the rate quoted with the visit.

9. Statutory Rights Preserved

This policy does not limit any non-waivable statutory right that the Customer has under Federal Decree-Law No. 15 of 2020 on Consumer Protection or under Cabinet Resolution No. 66 of 2023. Where a manufacturer warranty offers a more generous remedy than this policy, the Customer benefits from the more generous remedy.

The Customer may also raise a complaint with the Dubai Department of Economic Development consumer-rights channel, or with any other UAE authority that has jurisdiction. Before opening a formal complaint, the Customer is encouraged to escalate any unresolved warranty issue through the channels set out in the Service Level Agreement at /legal/sla so that DSH has a fair opportunity to put matters right.

Nothing in this policy creates a right of refund where the manufacturer's published warranty terms specifically limit the remedy to repair or replacement, except where Federal Decree-Law No. 15 of 2020 or Cabinet Resolution No. 66 of 2023 entitles the Customer to a refund. Where a refund is due under those laws, the refund is calculated on the original invoice value of the affected Hardware and labour and is paid in line with the Refund and Cancellation Policy at /legal/refund-cancellation.

10. Last Updated

This Warranty Policy was last updated on 22 June 2026. DSH may update it from time to time. The version of the policy in force on the date of Acceptance for a given project applies to that project for the term of the warranty.

For warranty questions, contact support@dubaismarthome.ae.