Frequently Asked Questions

Yes. You can enter separate billing and shipping addresses when you order. For delivery to a job site, a property management office or a project address:

• Always include the name and phone number of the person receiving the package
• Add directions in the order note
• If the carrier can't reach the address, pickup at the nearest branch can be arranged

For bulky or heavy products such as barriers, the shipping method may depend on the product's size and weight. Where needed, items may be sent by freight carrier instead of standard parcel delivery. The shipping method and any additional freight terms are communicated to the customer before the order.

Freight deliveries are usually curbside; we recommend having help on site to unload the product and carry it upstairs.

Check the package while the courier is still there. If you see dents, breakage, moisture or opened tape:

• Have a damage report drawn up before accepting the delivery
• Take photos of the package and the product
• Contact us the same day

If a damaged shipment is accepted without a damage report, claiming compensation from the carrier becomes very difficult.

Buyers who shop as consumers, that is, for non-commercial and non-professional purposes, may withdraw within 14 days of receiving the product without giving a reason. You must send written notice to [email protected] before this period ends and ship the product within 10 days of your notice. For returns sent with the carrier we specify, we cover the shipping cost.

The product must be unused, not installed, and complete with its original box and accessories. The consumer right of withdrawal does not apply to business (commercial) purchases; such returns are assessed separately on request.

For the full terms, see the Cancellation & Returns page.

As a rule, products that have been installed, had their cables cut, been screwed to a wall or door, or been powered and used are not eligible for return or exchange. So if you're unsure about a combination, ask us before installation, and we'll confirm reader, panel, lock and power supply compatibility with you.

The products we sell come with a 2-year warranty. Manufacturing defects are handled under warranty. For faults caused by the user, the product is inspected and, where possible, paid repair is offered.

Incorrect wiring, wrong voltage, physical damage and similar user-caused issues are not covered by the warranty. Your invoice is required for warranty service, so keep it.

First contact us and describe the fault; some issues (wrong wiring, an undersized power supply, a settings error) can be solved over the phone. If not:

• Open a service request and send the product with your invoice details
• Include a written description of the fault, stating when and under what conditions it occurs
• Send it in its box, well packed

Both types exist, and it's important not to mix them up:

• Standalone reader: Card enrollment and the relay output are built into the device, so it works on a single door without a panel.
• Reader only (slave): It reads the card but doesn't make the decision; it must be connected to an access control panel/controller.

The product description says which one it is. If you're building a multi-door system with logs and software management, a panel-based solution is the right choice.

The card and the reader must share the same frequency and card type. There are two main groups on the market:

• 125 kHz (proximity/EM cards)
• 13.56 MHz (Mifare cards and tags)

A 125 kHz card can't be read by a 13.56 MHz reader, and vice versa. Some readers support dual frequency. If you're not sure which type your card is, send us the text or model printed on it and we'll confirm compatibility.

More than the door's weight, these three things decide the choice:

• Door type and width (glass, wood, steel; single or double leaf)
• How heavily the door is used and how much resistance to forcing you need
• Whether it's an interior door or an exterior/main entrance

For magnetic locks, the holding force in kg is listed on the product page. Main entrances and high-traffic doors call for a higher holding force. Send us a photo and the dimensions of your door, and we'll pick the right model together.

It depends on how the lock you choose works:

• Fail-safe: The lock releases when power is lost. Electromagnetic locks (maglocks) work this way by design; they hold the door locked with power.
• Fail-secure: The door stays locked when power is lost and needs power to open.

On doors along fire escape and evacuation routes, evacuation must never be blocked; always choose the solution for these doors according to fire regulations and the project. If you're unsure, ask us.

For this you need a battery-backed (uninterruptible) access control power supply: while mains power is on, it powers the system and charges the battery; during an outage, it runs the system from the battery. Battery capacity is chosen based on your system's total current draw and how many hours of backup you want. Send us your device list, and we'll work out the right power supply and battery combination.

It's a two-step calculation:

• Voltage match: All devices must use the same supply voltage (e.g. never feed 24V to a 12V device).
• Total current: Add up the current drawn by the panel, readers, lock/turnstile and any extras such as buttons or sirens, then add a safety margin. Lock and turnstile mechanisms draw a current spike when they operate; a power supply running at its limit will lock up the system.

Each product's current draw is listed in the technical specifications on its product page. Send us your list, and we'll choose the right power supply together.

The first digit of an IP rating shows protection against dust, the second against water. For outdoor installations exposed to rain and dust, choose models with an IP rating suitable for outdoor use; check the IP value on the product page.

Also keep in mind:

• If possible, mount under an overhang or with a protective cover
• Bring the cable in from below and make sure the entry is sealed
• In public areas, consider impact-resistant (vandal-proof) models

The cable depends on the device's communication type; the two most common are Wiegand and RS485. As a general rule, use shielded signal cable, don't run it through the same conduit as power lines, and avoid splices.

Wire gauge and maximum allowed distance vary by device; see the technical specifications on the product page. For long cable runs, ask us before wiring and we'll choose the cable type together.

When standard RFID tags are stuck directly onto metal, read performance drops sharply or they can't be read at all. For use on metal, you need on-metal tags. Tell us where you'll use them, and we'll suggest the right tag type.

Fingerprint reading can struggle with wet, dirty, dusty, very cold or worn fingers. On job sites, in workshops and on exterior doors:

• Choose a model with a protection rating suitable for outdoor use
• Prefer devices that also support card or PIN as a backup method

User capacity and supported authentication methods vary by model; see the technical specifications on the product page.

This requires a software-based (panel) access control system; most simple standalone devices don't offer detailed reporting. If you need time and attendance tracking or reporting, tell us before you buy and we'll point you to compatible models with software support. The product page states which devices support software.

A barrier or automatic gate usually isn't enough on its own; it needs supporting components:

• A safety photocell (vehicle/person detection)
• A remote and receiver, or a card/long-range reader
• An open button, a flashing light, and boom arm/post accessories
• A suitable power supply

Tell us the lane width and daily vehicle traffic, and we'll put together a complete materials list.

Yes. We offer volume-based pricing for multi-site projects such as residential complexes, office towers, factories, schools and retail chains, and for purchases by electricians, installers and project firms. Send your list or project to [email protected] or call us at 0539 821 66 12.

When ordering, just tick the "corporate invoice" option and enter your company name, tax office and tax number. Your invoice is issued as an e-Archive invoice or e-Invoice based on the billing details you provide.

Billing details can't be changed once the invoice is issued, so we recommend checking them before payment.

We don't provide on-site installation. We give guidance and technical support on product selection, compatibility, wiring and commissioning to the customer or to the technical team doing the installation.

If you have your own electrician or technical team, we support them by phone with wiring diagrams, device compatibility and commissioning.

Yes, that's what we help with most. Send us:

• How many doors/access points there are, and the door types (glass, steel, wood, turnstile entry)
• How many users there will be, and whether you want card, fingerprint or PIN
• Whether you need reporting/software
• Indoor or outdoor, and what should happen during a power outage

With this information, we prepare a compatible list of panels, readers, locks, power supplies and accessories and send it to you as a quote.

Yes. We can prepare quotes and proforma invoices for public institutions and government offices. The required documents and the payment and invoicing terms are agreed on before the order.

Just send your request with your institution's details and the list of documents you need.