Brand: EKIN | Website: https://www.ekinpanicbar.com | Support: alex@ekinpanicbar.com
Scope: This page applies worldwide. UK guidance is highlighted first; regional specifics for the EU/EEA, United States, and Rest of World follow.
1) What this page covers
Warranty, returns (RMA) & DOA handling
Spare parts & replacements
Installation & technical support
Shipping options, lead times & tracking (UK, EU/EEA, US, RoW)
Taxes/duties & Incoterms guidance
Contact details & documents
2) Warranty policy (global)
Coverage. EKIN warrants that panic/exit devices and accessories supplied via ekinpanicbar.com are free from defects in materials and workmanship under normal use.
Duration
Devices (EN 1125 / EN 179 / equivalent): 24 months from delivery
Accessories & trims: 12 months from delivery
Included: manufacturing defects, missing components, premature failure under normal use.
Excluded: improper installation, misuse, unauthorised modification, accidental damage, wear beyond normal life, corrosion due to harsh environments, third-party workmanship.
Remedy (at our discretion): repair, replacement, or credit/refund of defective item(s).
Compliance is always site-specific. Where local standards apply (e.g. EN 1125/EN 179 in the UK/EU; ANSI/BHMA A156.3 and relevant building/life-safety codes in the US), the responsible party must ensure correct specification and competent installation.
3) Returns & RMA (same globally)
Request an RMA → email alex@ekinpanicbar.com
with subject RMA – [Order No] – [Item].
Provide details: order/PO, SKU, qty, fault description, installation date, door type (single/double; fire-rated), photos/video (latch/rod/keeper close-ups).
RMA number issued → you will receive an RMA ID & packing guidance.
Pack & label → include RMA ID on the carton and inside paperwork; protect rods/bars.
Assessment → upon receipt, inspection within 5–7 working days.
Resolution → approved cases proceed by repair/replacement/credit; non-defects returned with a findings note.
Change-of-mind (unopened): within 14 calendar days of delivery; a 0–15% restocking fee may apply depending on inspection; custom/modified items are non-returnable unless faulty.
DOA / transit damage: report within 7 calendar days with photos. Keep all packaging until resolved.
4) Spare parts & replacements
We stock common service parts for EN 1125/EN 179 (and equivalent) devices: latches/keepers, rods/guides, dogging keys/covers, outside trims & cylinder kits, strike plates and fixings.
How to order: email alex@ekinpanicbar.com
with item photo, approximate year, door type, finish. We will confirm compatibility and lead time.
5) Installation & technical support
Pre-install review (email): door width/thickness, single/double, swing, centre mullion, fire-rating, target standard (EN 1125/EN 179/US equivalent).
Remote guidance: drilling templates, height references, rod adjustment, keeper alignment, common pitfalls.
Document pack:
/knowledge/how-to-install-push-bar/
For fire-door work, use competent professionals. EKIN’s guidance is non-binding; final compliance remains the installer/building owner’s responsibility.
6) Shipping & logistics (global overview)
Dispatch: ex-stock typically 1–3 working days; made-to-order/special finishes 5–10 working days to dispatch.
Carriers: parcel networks for standard bars; long-length/oversize via dedicated couriers or freight.
Tracking: provided on dispatch by email.
Packaging: reinforced tubes/guards for rods, corner protection for bars, recyclable inner filler.
Incoterms: default DAP (Delivered at Place) unless otherwise agreed (EXW/CPT/DAP/DDP on request).
Taxes/Duties: per destination (see regional sections).
7) Regional guidance (fold-outs)
United Kingdom (primary market)
Lead times (guide):
Mainland: Next working day – 3 working days
Highlands/Islands/Northern Ireland: 2–5 working days
Cut-off: orders confirmed by 14:00 UK time may ship same day (stock permitting)
Taxes & invoices:
Prices quoted in GBP (£); UK VAT applies where applicable.
Itemised invoices show goods, accessories, delivery and any agreed surcharges.
Compliance focus:
EN 1125 (panic exit devices for public access) / EN 179 (emergency exit for trained-only areas).
UK enforcement can vary by authority; keep installation records and inspection logs.
Returns address:Shenzhen,518000.China
Otherwise, we will provide the nearest authorised returns location with your RMA.
European Union / EEA
Lead times (guide): 3–7 working days by road/air parcel depending on country & service.
Taxes/Duties:
DAP by default → local VAT/duties payable by consignee on import (DDP available on request for certain countries).
Provide EORI and delivery contact to avoid delays.
Compliance focus:
EN 1125 / EN 179 apply similarly across the EU/EEA; local building/fire regulations may impose additional requirements.
Keep Declaration of Performance (DoP)/test references in your documentation pack.
Returns hubs:
EU returns may route to shenzhen 518000,China; otherwise use the RMA instructions you receive.
United States
Lead times (guide): 4–8 working days express air parcel; 8–14 economy/ground (after import clearance).
Incoterms & import:
Default DAP → duties/taxes (if any) payable by consignee; customs broker may contact you.
Provide Tax ID (EIN), consignee phone/email for clearance notices.
Compliance focus (US):
Local codes (e.g. IBC, NFPA 101) and product standards (e.g. ANSI/BHMA A156.3 panic hardware).
Where EN-style devices are used, confirm local AHJ (Authority Having Jurisdiction) acceptance. EKIN can supply documentation but cannot approve on your behalf.
Returns:
US RMAs may route to Shenzhen,518000.China; otherwise follow RMA instructions.
Rest of World
Lead times (guide): typically 5–12 working days by air parcel; longer for remote locations or oversize freight.
Incoterms & import: default DAP; local duties/taxes payable by consignee. Provide complete delivery/contact details for customs.
Compliance: consult local regulations; we provide datasheets/test references—final acceptance remains with your local authority.
Returns: routed to the nearest authorised centre as per your RMA email.
8) Acceptance & on-site checks
Upon delivery:
Verify items/quantities/finish against packing list.
Inspect packaging before disposal; photograph any transit damage.
For double doors, confirm centre mullion/meeting stile compatibility.
Before drilling, confirm template vs actual door (backset/height/alignment).
9) Service levels (SLA)
New enquiries/quotes: within 1 business day
RMA acknowledgement: within 1 business day
RMA technical assessment: 5–7 business days after receipt
Replacement dispatch (approved): 1–3 business days ex-stock
Escalations: subject Escalation – [Order/RMA] to alex@ekinpanicbar.com
10) Legal summary
This page summarises our operational policies; it sits alongside our Terms of Service (/terms/) and Privacy Policy (/privacy/).
To the fullest extent permitted by law, EKIN is not responsible for delays or consequential losses arising from misuse, third-party workmanship, customs delays, or force majeure.
Your statutory rights remain unaffected where applicable.
11) Downloads & forms
RMA form (copy into your email):
Company & contact:
Order/PO number:
Item/SKU & quantity:
Fault description (symptoms/when it occurs):
Install date & door type (single/double; fire-rated?):
Photos/video links:
Return address & preferred resolution (repair/replacement/credit):
Pre-installation checklist: door width/thickness, swing, centre mullion, fire-rating, target standard, handle/cylinder plan.
12) FAQs
Q1: Is the warranty worldwide?
Yes. Devices 24 months; accessories 12 months from delivery—subject to proper installation and normal use.
Q2: Which standards apply outside the UK?
EU/EEA generally follows EN 1125/EN 179. In the US, refer to ANSI/BHMA A156.3 and local building/life-safety codes (e.g. IBC/NFPA 101). Always confirm with your local authority/AHJ.
Q3: Who pays duties/VAT for EU/US/RoW?
Our default term is DAP: local taxes/duties are payable by the consignee. DDP may be arranged case-by-case—please ask before checkout/PO.
Q4: How quickly can replacements ship?
For approved RMAs and ex-stock items, 1–3 working days to dispatch + transit time by region.
Q5: Do you provide on-site installation?
We provide remote guidance & documents. On-site work should be carried out by competent professionals in your country.
13) Contact
After-sales, logistics & RMAs: alex@ekinpanicbar.com
Please include your order number and photos where possible.
