Terms & Conditions

Your greenteQ Orion cylinder is covered by a 10-year mechanical performance warranty from the date of sale. The snap element is further protected by the proteQ10 10-year security guarantee with a built-in Key Security Scheme.

To register your performance warranty and for proteQ10, please submit the forms here.

The 10-year performance warranty is provided subject to the product being fitted and maintained in accordance with VBH guidelines and shall not be subject to stresses and operating forces beyond normal levels.

In the unlikely event of a product failing within the 10-year guarantee period as a result of defective manufacture or design, VBH (GB) Ltd will replace it free of charge or credit its original purchase value. The component must be returned to us or inspected by VBH on-site to agree on the cause of failure. The credit shall not exceed the original value of the part.

The 10-year mechanical performance warranty does not apply to any mechanical or surface finish fault if it is caused by wilful or neglectful damage, general wear and tear or inappropriate chemical contact. It also does not apply to surface finishes if the product is installed within ½ mile of an area of particularly aggressive atmospheric conditions, such as coastal or heavy industrial regions.

Updated January 2024

The proteQ10 guarantee will be valid for a period of a total of 10 years for the mechanical guarantee and snap guarantee from the date of installation shown on the guarantee
certificate. All guarantees are non-transferable

The following conditions apply:

The guarantee must be activated within 28 days of installation or within 28 days of the completion date for new build properties. The guarantee will only take effect once the guarantee has been activated
online.

Any guarantee will be deemed invalid if any modifications, repairs, or alterations are made to the Orion profile cylinder.

All guarantees are valid only when the Orion lock is correctly fitted as detailed within the packaging of each lock, and maintained in accordance with our guidelines.

All guarantees are valid only when the following details have been adhered to:

The guarantee registration form has been correctly completed in full and received by VBH within 28 days of the Orion lock being installed or within 28 days of the competition date for new build properties. (For new build properties, if you are unable to register within the 28 days of the property completion date, you will be required to submit a written statement and evidence as to why you were unable to register within 28 days. It is then solely at our discretion whether or not the guarantee is accepted).

The Orion lock has been installed in accordance with the installation fitting instructions included within the packaging of each lock.

The Orion lock product and moving components (pins, springs etc) should be kept free of dirt and lubricated twice yearly at equal intervals by the registrant, using a specialist ‘Dry Lube’ dry lubricant. Oil, graphite powder, GT-85, WD-40 or similar must not be used to lubricate the locks.

Only one claim shall be made per registrant during the guarantee period. Any additional claims will be rejected.

The performance and security guarantees run concurrently for a term of 10 years from the installation date as stated on the guarantee certificate. The guarantee is non-transferable – only the original registrant of any guarantee shall be able to enforce the rights under the guarantee.

Only genuine greenteQ Orion keys must be used with the Orion lock. Use of non-greenteQ keys will immediately invalidate all guarantees. Additional keys should only be sourced from a reputable supplier as recommended by VBH.

Notification of any claim must be made within 7 days of the lock becoming faulty. Any supporting documentation must be supplied within 30 days of the lock becoming faulty.

In the event of a claim against the proteQ10 security guarantee, the Claimant must obtain a Crime Case Reference Number from the police service and include this on the claim. No claim will be upheld without a Crime Case Reference Number.

The decision of VBH is final with respect to the cause of failure of the lock and, therefore, if the claim is successful or otherwise. The claimant will be informed of our decision. No dialogue, whether written or verbal will be entered into following notification of an unsuccessful claim.

We reserve the right to contact you periodically regarding your guarantee, and also to make you aware of products and/or services that we feel will be of interest.

By submitting your guarantee activation you signal acceptance of our Terms & Conditions in full.