Terms & Conditions

Overview of Orion and ORION ICE Guarantees

greenteQ Orion and ORION ICE profile cylinders are covered by a 10-year mechanical performance warranty from the date of sale. The snap element of both is further protected by the proteQ10 10-year Security Guarantee with its associated Key Security Scheme.

The profile cylinder must be registered online to qualify for the performance warranty and for proteQ10.

All guarantees are provided subject to the product being fitted and maintained in accordance with VBH guidelines. Cylinders shall not be subject to stresses and operating forces beyond normal levels.

Under proteQ10, if unlawful entry is gained to a property as a direct result of an Orion or ORION ICE profile cylinder snapping in situ, being extracted, and allowing access to the internal workings of the door lock, VBH will compensate the homeowner with a payment of up to £2000 for an Orion cylinder, and up to £5000 for an ORION ICE cylinder.

The proteQ10 guarantee does not cover any other method of unlawful entry.

In the unlikely event of an issue arising with your Orion or ORION ICE profile cylinder within the 10-year guarantee period, you must contact our locksmith partner, Lockfit, direct on 0800 210 1010 or via www.lockfit.co.uk. See our terms and conditions at www.proteQ10guarantee.co.uk before contacting Lockfit as you may incur charges.

10 Year Performance Warranty

Updated April 2026

The profile cylinder must be registered online to qualify for the mechanical performance warranty.

The following conditions apply:

The warranty is valid only after being activated online. The guarantee registration form must be correctly completed in full and received by VBH within 28 days of taking ownership of the profile cylinder.

The warranty does not cover any issue arising prior to or within 48 hours of registration.

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

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 does not apply to surface finishes if the product is installed within ½ mile of an area of aggressive atmospheric conditions, such as coastal, heavily polluted or industrial areas.

All guarantees are valid only when the profile cylinder is correctly fitted as detailed within the packaging of each cylinder.

The profile cylinder must be kept free of dirt, and lubricated twice yearly at equal intervals by the registrant, using a specialist dry lubricant. We recommend the use of greenteQ Dry Lube specialist cylinder lubricant or a similar product only. Oil, or lubricants containing graphite, such as WD-40 or similar, must not be used to lubricate profile cylinders.

The mechanical performance warranty runs for a term of 10 years from the date of commencement of ownership as stated on the guarantee certificate issued after registration.

The warranty is non-transferable – only the original registrant of any guarantee shall be able to enforce the rights under the guarantee.

Only genuine greenteQ keys may be used with the profile cylinder. Use of non-greenteQ keys will immediately invalidate all guarantees. Additional keys should only be sourced from one of our approved key cutting partners, as listed at https://proteq10guarantee.co.uk/order-spare-keys/

Notification of any mechanical performance claim and any supporting documentation must be registered with our locksmith partner, Lockfit, within 7 days of the cylinder becoming faulty.

Lockfit is an independent business and is impartial.

The claimant must contact Lockfit directly should a fault arise. If the Lockfit locksmith finds that the fault lies with the Orion/ORION ICE profile cylinder, the cylinder will be replaced and the claimant will have nothing to pay. The call-out cost will be covered by VBH. However, if Lockfit deems that the fault is caused by anything other than a fault with the Orion/ORION ICE profile cylinder, the claimant must pay Lockfit for the cost of the call-out direct. The locksmith will explain what the issue is and provide a quote for any additional costs that will be incurred to fix the problem. The claimant can then decide whether or not to proceed with the fix, paying Lockfit direct.

If the root cause of the issue lies anywhere other than with the Orion/ORION ICE profile cylinder, VBH will not cover any call-out charge or additional costs.

Examples of issues that would result in VBH NOT covering any costs include, but are not limited to, the following:

Misuse of the profile cylinder by any person, including the occupants or others
Incorrect installation
Neglect of the profile cylinder, including a failure to properly maintain it in accordance with warranty guidelines, using the correct lubricant
Signs of excessive force being applied to the key or thumb turn
Installation within ½ mile of an aggressive environment (e.g. coastal, industrial, pollution etc)
Incorrect profile cylinder size fitted
The use of non-original greenteQ keys
A faulty multi-point or mortice lock, or one which has not been properly maintained
Any other issue with the door, which may affect the operation of the cylinder, such as the door having dropped or being out of square, the door not closing smoothly, damaged hinges, the multi-point or mortice door lock being damaged or otherwise not operating properly or smoothly
Signs of tampering or attempted forced entry

Replacement keys are not covered by the guarantee if the original key has been snapped or otherwise damaged due to misuse or mishandling. This includes, but is not limited to, damage caused by leaving the key in the profile cylinder, excess pressure being exerted, the key not being fully inserted into the keyway.

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

Note – If any party other than Lockfit is employed by the claimant to rectify a perceived problem with a door or profile cylinder, VBH will not reimburse any cost.

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

The guarantees are valid for greenteQ Orion/ORION ICE profile cylinders sourced from, and fitted, within the UK only.

Claims involving cash, financial losses, valuables, or indirect losses are not covered.

Modification of Terms

Amendment Rights: We reserve the right to amend the terms at any time without notice.
Withdrawal: We reserve the right to withdraw the warranty at our discretion due to material misrepresentation, fraud, or unforeseen circumstances.

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

proteQ10 Snap Guarantee

Terms & Conditions

Updated April 2026

The profile cylinder must be registered online to qualify for the proteQ10 snap guarantee.

The following conditions apply:

The guarantee is valid only after being activated online. The guarantee registration form must be correctly completed in full and received by VBH within 28 days of taking ownership of the profile cylinder.

Proof of purchase, including proof of date of purchase, must be provided.

The guarantee does not cover any incident occurring prior to or within 48 hours of registration.

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

All guarantees are valid only when the profile cylinder is correctly fitted as detailed within the packaging of each cylinder.

The proteQ10 snap guarantee runs for a term of 10 years from the date of taking ownership of the profile cylinder as detailed on the guarantee certificate issued after registration.

The guarantee is non-transferable – only the original registrant of any guarantee shall be able to enforce the rights under the guarantee.

Any claim against the proteQ10 snap guarantee must be submitted via the online ‘How to Claim’ page at www.proteQ10guarantee.co.uk within 48 hours of the incident.

In the event of requiring the services of a locksmith to secure a door, or to gain access if the door cannot be opened (and there is no other means of entry) the claimant must contact our locksmith partner, Lockfit, directly.

Lockfit is an independent business and is impartial.

The claimant must contact Lockfit directly should a claim be made. If the Lockfit locksmith finds that unlawful entry has been achieved as a direct result of the Orion/ORION ICE profile cylinder snapping, VBH will cover the cost of their call out. Lockfit will submit a report to VBH, and VBH will then make direct contact with the claimant to arrange payment of the proteQ10 snap guarantee figure of £2000 or £5000, depending on which profile cylinder has been fitted.

If Lockfit deems that the Orion/ORION ICE profile cylinder has prevented unlawful entry, VBH will not cover the cost of the call-out charge, and this must be paid by the claimant direct to Lockfit.

If the profile cylinder has prevented unlawful entry then no payment against the proteQ10 guarantee will be made.

Examples of issues that would result in VBH NOT covering Lockfit’s costs and paying out on the proteQ10 guarantee include, but are not limited to, the following:

Unlawful entry being denied
Unlawful entry being achieved by any method other than the Orion/ORION ICE profile cylinder being snapped and extracted, thus leaving access to the inner workings of the door lock
An alternative point of access to the building being available
Misuse of the profile cylinder by any person, including the occupants or others
Incorrect installation
Neglect of the profile cylinder, including a failure to properly maintain it in accordance to warranty guidelines, using the correct lubricant
Incorrect profile cylinder size fitted
The use of non-original greenteQ keys
A faulty multi-point or mortice lock, or one which has not been properly maintained
Worn or incorrectly fitted door furniture

Note – If any party other than Lockfit is employed by the claimant to rectify a perceived problem with a door or profile cylinder, VBH will not reimburse any cost.

The decision of Lockfit is final with respect to the cause of unlawful entry and, therefore, if the claim is successful or otherwise. The claimant will be informed of our decision in writing. 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.

The guarantee is valid for greenteQ Orion/ORION ICE profile cylinders sourced from and fitted within the UK only.

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.

Notification of a claim against the proteQ10 snap guarantee and all supporting documentation must be received within 48 hours of the break-in. We reserve the right to send a representative to the scene to examine the door and the remnants of the profile cylinder to confirm the cause of the break-in. Failure to grant access or make the door and profile cylinder available to view if requested will render any guarantee invalid.

All claims against the proteQ10 snap guarantee must be supported by proof that active home contents and building insurance policies were in place at the time of the break-in.

Modification of Terms

Amendment Rights: We reserve the right to amend the terms at any time without notice.
Withdrawal: We reserve the right to withdraw the guarantee at our discretion due to material misrepresentation, fraud, or unforeseen circumstances.

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