WARRANTY
Rokku cameras and video doorbells carry a 12-month warranty from the date of purchase; the Zoom and GoCam line — 2 years. Below is how it works and what it does not cover.
1.Term and proof of purchase
- 1.1The warranty term is 12 months from the date you receive the product.
- 1.2Four models carry a 2-year warranty: WiFi Zoom 10X, TriZoom 10X, 4G SolariX Zoom and WiFi GoCam. The term is shown on each product page.
- 1.3Proof of purchase is your Kaspi marketplace order — the receipt or order number. No separate warranty card is needed.
2.What to do if something fails
- 2.1First message us and describe exactly what is not working. Most cases are solved by settings — the camera is usually fine, and the problem is in the connection, the app or the SIM card.
- 2.2If a fault is confirmed after checking, you send the device to Almaty. Shipping to us is paid by the buyer.
- 2.3We diagnose and repair within 30 working days of receiving the device.
- 2.4We ship the repaired device back at our expense.
3.Repair or replacement
- 3.1The primary remedy is repair.
- 3.2Replacement with a new device is made only when repair is impossible.
- 3.3The warranty term is not extended after repair and continues from the original purchase date.
4.Power adapter: how to install it without losing the warranty
- 4.1The power adapter must be installed indoors only. It is not protected from water and not rated for frost — outdoors it fails even inside a box or under a canopy. Only the cable to the camera goes outside.
- 4.2Do not cut, extend or splice the adapter cable. A splice draws moisture and gives poor contact: the camera starts rebooting and losing connection, and the adapter may burn out or short.
- 4.3If the socket is far away, extend only with a dedicated DC power extension cable with sealed connectors. We stock 3, 5, 10 and 15 m.
- 4.4If a socket or a 220 V extension lead is outdoors near the camera, it must be weatherproof or housed in a sealed box. An ordinary socket or household extension lead in the open means water in the contacts, a short circuit and a burnt adapter.
- 4.5A cut or spliced cable, an adapter installed outdoors, or power fed through an unprotected outdoor socket voids the warranty.
5.What the warranty does not cover
- 5.1The power adapter and other accessories in the box: cables, mounting hardware, brackets.
- 5.2A device connected through a cut or spliced power cable, with an adapter installed outdoors, or powered through an unprotected outdoor socket or extension lead.
- 5.3The memory card — a consumable with a finite number of write cycles.
- 5.4Mechanical damage: cracks, chips, dents, broken antennas and connectors.
- 5.5Water inside the body caused by installation contrary to the manual: unsealed connectors, lens pointing upward, mounting outside the stated protection class.
- 5.6Damage from power surges, a non-original adapter or a faulty mains supply.
- 5.7Signs of opening the body, self-repair or repair by third-party workshops.
- 5.8Faults caused by incorrect installation or use: outside the stated temperature range, in aggressive environments, contrary to the manual.
- 5.9Natural loss of battery capacity in self-powered models — this is wear, not a defect.
- 5.10Issues unrelated to the device itself: mobile or Wi-Fi network quality, the app on your phone, SIM balance and plan, cloud services.
- 5.11Consequences of natural events and external impact: lightning, fire, flooding, animals, vandalism.
6.What we need from you
- 6.1Your Kaspi order number.
- 6.2A description of the problem: what happens and at which step. If possible, a short video or a screenshot from the app — it speeds up diagnosis considerably.
7.If no fault is found
- 7.1If the device turns out to be working and the cause was in settings or operating conditions, we configure it and send it back. In this case return shipping is paid by the buyer.
Returns and exchanges of products in good condition follow separate rules — see “Returns and exchanges”. These terms do not limit the buyer's rights under the consumer protection legislation of the Republic of Kazakhstan.
Having a problem?
Start with the connection checklist — in most cases the camera is fine. If that doesn't help, message us with the model, order number and what's not working.