What is the proteQ10 guarantee?

The proteQ10 guarantee is a 10-year security guarantee offered with greenteQ Orion and ORION ICE profile cylinders. It provides an assurance that the cylinder will not allow successful forced entry via the snapping method.

What is a profile cylinder? 

Often incorrectly termed a ‘lock,’ a profile cylinder is actually the item of hardware that interacts with the main multipoint or mortise door lock to lock and unlock a door. The user inserts and turns a key, which rotates a cam in the profile cylinder that works with the door lock’s mechanism to either lock or unlock the door. Some profile cylinders have a thumbturn on the inside.

What do greenteQ Orion/ORION ICE profile cylinders protect against?

Orion profile cylinders are designed to protect against common burglary methods described in British Standards Kitemark TS007-1:2014+A2:2018, including lock snapping. They achieve a 3-star rating, indicating a high level of security against such attacks without the need for additional hardware.

ORION ICE has been tested to meet the requirements of the more recent Kitemark TS007-1:2024, which covers the additional attack methods of thermal (freeze) attack and glue attack, in addition to those listed above.

What is the ‘snap’ method of burglary?

The ‘snap’ method refers to a technique where criminals forcibly snap a profile cylinder when it is fitted in the door. This allows them to manipulate the door lock’s mechanism to gain entry. greenteQ Orion/ORION ICE cylinders are designed to resist this type of attack. The other attack methods described above are not covered by the proteQ10 snap guarantee.

How long is the proteQ10 guarantee valid?

The proteQ10 guarantee is valid for a period of 10 years from the date of purchase (as an individual item or part of a new door), provided it is activated within 28 days of the earliest of purchase or installation. If the cylinder has not been registered with us within that time, the proteQ10 guarantee is not valid.

What do I do if something goes wrong with my guarantee activation?

You should have no issues, as it is a simple form. However, if you do encounter a problem, please email us at orion@vbhgb.com and a member of our team will try to help.

Are Orion and ORION ICE cylinders guaranteed outside the UK?

No, Orion and ORION ICE cylinders are guaranteed only if they are installed in a door within the UK.

What do I do if something goes wrong with my cylinder?

Please see our terms and conditions elsewhere on this website to ensure that your profile cylinder qualifies for the guarantee. This will help to avoid delays and, possibly, costs.

If it does qualify, please contact our locksmith partner, Lockfit, direct on 0800 210 1010 or via www.lockfit.co.uk to arrange a site visit. 

If your claim is against the proteQ10 snap guarantee, Lockfit will survey the installation/crime scene and issue a report to VBH. This will confirm whether or not a break in has been successfully achieved as a direct result of an Orion or ORION ICE profile cylinder being snapped from the outside when the door was closed and locked. We will contact you subsequently regarding the next steps, based on their report.

If your claim is for what you believe to be a mechanical fault, the locksmith will check the cylinder on site. If the cylinder is faulty, we will settle their bill direct. However, if the fault lies elsewhere on the door, the homeowner must understand that they must pay Lockfit direct.

Before claiming, please ensure that you read the terms and conditions and that you understand that VBH will not make any payments in the event of a false claim, or a claim where it is found that the fault does not lie with the Orion or ORION ICE profile cylinder.

What is the Key Security Scheme and how does it work?

The Key Security Scheme is an optional extra within the proteQ10 guarantee registration process. When activating the guarantee, you are asked if you would like to set a Key Security Password. If you set a password, it will be required if anyone attempts to order additional keys online via the key number, providing an added layer of security against unauthorised key duplication.

Where can I purchase additional keys for my greenteQ Orion/ORION ICE cylinders?

Additional keys for your greenteQ profile cylinder can be purchased online from any of the key cutting specialists listed on this website. They all use genuine greenteQ key blanks. Remember, if you set a Key Security Password when you activated your guarantee, you will need this to order any replacement keys. You can log in to your account to view your keys and manage the Key Security Passwords. 

Please note that the key cutters are separate businesses, not linked to VBH. Your contract is directly with them, and not with VBH.

Will my cylinder work if non-genuine keys are used?

The best way to be sure that your profile cylinder will work properly throughout its 10-year guarantee period is to have keys cut from the key number by one of our key cutting partners. They only use genuine key blanks and computer cutting leaves no margin for error.

Non-genuine keys can cause damage to the inner workings of the profile cylinder over time.

It is worth noting that if a claim is made and it is found that non-genuine keys have been used, the guarantee is invalid.

Do I need to maintain my profile cylinder?

Yes, all profile cylinders should be lubricated at least every six months using a graphite-free lubricant such as greenteQ ‘Dry Lube’ or similar. Please see our terms and conditions for further information, as proper maintenance is a stipulation of the guarantees.