After-sales and warranty
What happens after you buy? It is all written down here
Hardware warranty, warranty claims (RMA), on-site support and what the monthly plan does and does not cover, plus how quotes, payment and the contract work. Your quote and contract are what actually govern the order; where they differ from this page, the quote wins.
The numbers that matter
Hardware: Hong Kong stock following Ubiquiti's manufacturer warranty (typically one year on the models we supply), with claims handled by us. Managed service: 24/7 monitoring and alerting, a four-hour response target in office hours (Monday to Friday, 09:00-18:00) — one hour on GNS CARE Complete, which also swaps failed hardware within 24 hours — a monthly report, billed monthly on a 12-month minimum term, with a fixed monthly fee. Quotes are valid for seven days and payable in full on acceptance; prices are hardware only, and installation, cabling and configuration are quoted separately.
Hardware warranty
- The UniFi hardware we supply is Hong Kong stock and follows Ubiquiti's manufacturer warranty; the term and start date follow the manufacturer's terms, and on the models we supply it is typically one year from the ship date.
- If hardware fails inside the warranty period we handle the claim: opening the case, following it up with the manufacturer, arranging the replacement, and reconfiguring it afterwards. You never have to contact an overseas agent yourself.
- We keep the model, serial number and ship date of every order, so you normally do not need to dig out a receipt.
- The warranty on a replacement part follows the manufacturer's approval, and we spell that out when the case is opened.
- You own the hardware. The monthly plan is not a rental, and nothing has to be handed back when the contract ends.
- Parallel imports: we mainly supply Hong Kong stock. Where an individual model is marked as a parallel import, we provide a limited in-shop warranty for a stated period, excluding physical damage and software changes.
What the warranty does not cover
These fall outside the manufacturer warranty:
- Damage from misuse, accidents, liquid, insects, lightning, power incidents or unstable voltage
- Opening, modifying or repairing the unit yourself, or work by a third party we have not arranged
- Cosmetic wear, and consumables such as cables and fans
- Third-party equipment, software licences and services we did not supply
- Faults caused by configuration changes you made yourself (VLANs, firewall rules or the UniFi OS version, for example)
- Flashing the firmware yourself, or overloading the unit
In those cases we inspect and quote first (repair or replacement), and start work only once you confirm.
Warranty claims (RMA)
- Tell us (WhatsApp, phone or email) with the model and roughly when it was bought; we usually hold the serial number already.
- We reply with a first assessment within one working day and open the case with the manufacturer.
- Once the manufacturer approves, the replacement is arranged; timing depends on their stock and shipping, and we update you every week.
- When the part lands in Hong Kong we arrange an on-site swap or an exchange at our office, and restore the configuration.
For managed customers we keep spare units of common models such as access points, so the network keeps running while a case is open, subject to model and stock.
On-site support and labour
- Replacement parts inside the warranty period are not charged for.
- Managed customers: on-site swaps, configuration restore and remote support are included in the monthly fee, and visits follow the response time agreed in the contract.
- Customers without the monthly service: on-site support, configuration changes, extra devices and moves are quoted, with every line listed on the quote, and work starts once you confirm.
- On-site support outside office hours can be arranged separately at our standard hourly rate.
What the managed service covers
The monthly fee is counted per UniFi device endpoint — gateway, switch, access point, CCTV camera, NVR, door access and Talk phones — billed monthly on a 12-month minimum term. There are two tiers:
- GNS CARE Essential (from HK$800 a month): 24/7 remote monitoring and alerts, firmware and security updates, configuration backups, unlimited remote support and a monthly report
- GNS CARE Complete (from HK$2,000 a month): everything in Essential, plus a one-hour response SLA, a 24-hour hardware swap, unlimited emergency call-outs, a quarterly review and CCTV health monitoring
- GNS CARE Security Hardening (add-on, a flat HK$500 a month): VLAN separation review, firewall rule audit and outbound connection monitoring, plus SIEM analysis of device data, proactive security alerts and a monthly security audit report
The fee follows the number of endpoints, and the monthly-fee calculator on this site gives an instant estimate.
Not included: new or replacement hardware, fit-out, electrical work and door hardware, internet line charges, third-party software licences, and installation labour. The fee is billed monthly and continues month to month once the term ends.
Contract, renewal and ending it
- The managed service is billed monthly on a 12-month minimum term, with a fixed monthly fee, no per-call charges and no hidden fees.
- If you add device endpoints mid-term we adjust the next month pro rata; there is no need to sign a new contract.
- After the term ends the service continues month to month and does not renew automatically; one month's notice ends it.
- Work already completed and monthly fees already paid are not refundable unless the contract or the law says otherwise.
Delivery, shipping and installation
- Shop pickup: collect from our Lai Chi Kok office by appointment, free of charge.
- Local delivery: free on orders of HK$2,000 or more; below that, local delivery is HK$50, and orders normally arrive within one working day of confirmation.
- Returns and exchanges: dead-on-arrival units and faulty goods can be exchanged within 7 days of receipt, with the packaging and accessories complete; you cover the cost of sending the item back to us. For anything else, such as the wrong model, we look at the model, the supplier policy and the condition of the goods, case by case.
- Exchange requirements: keep the complete original packaging, all accessories, the manual, the warranty card and the purchase invoice; once we or the manufacturer confirm a quality fault we replace it with the same model.
- Not eligible for return or exchange: personal reasons (wrong model, not as expected, colour difference), misuse, flashing the firmware yourself, overloading or physical damage, and damaged packaging, missing accessories or a lost invoice.
- Collecting in person: bring the order number or the collection notice we send you; if someone else is collecting on your behalf, confirm with us first.
- Courier and transit risk: we ship by SF Express (or another nominated carrier) by default. Freight and the risk of loss or damage in transit are borne by the buyer unless we state otherwise.
- Surcharges are not included: remote-area, outlying-island, residential and staircase surcharges, and any other additional charges, are not covered.
- Installation is quoted separately: the prices in the shop and on the bundles are hardware prices and do not include installation, cabling or configuration. If you want us to install, cable or configure anything, it is quoted against the site and started only once you confirm.
- Charged separately: long cable runs beyond the supplied point, electric locks and door-frame modification, and fire-system linkage.
- Site assumptions: installation assumes the site is ready (power, network points and mounting surfaces) and accessible during office hours; work outside office hours is quoted separately.
- Hardware prices also exclude fit-out, electrical work, door hardware and internet line charges.
Quotes, payment and liability
- The quote governs: the hardware and the service follow the quote, which lists every model, quantity and unit price; a fixed quote after the free site assessment is usually issued within two working days.
- Valid for seven days: the quote is valid for seven days from the date it is issued; after that we reconfirm prices and lead times with you.
- Order confirmation: after you order or pay in the shop or on Price.com.hk, the order is formed only once we send a confirmation message or email.
- Price and stock: we do our best to keep prices and stock accurate, but we reserve the right to cancel an order and refund it in full where the market moves, a system error occurs, or the item is out of stock.
- Payment: once you accept the quote the amount is payable in full, and we arrange delivery or start the service after the funds are received. Payment is by FPS, bank transfer, credit card or selected e-payment tools, as shown at checkout or confirmed with us, and the transfer record goes to gns@gnstec.com.hk. The managed service is instead billed monthly against the units in the contract.
- We check models and quantities with you at handover; if anything does not match, tell us and we correct it at our cost.
- If our work causes damage, our liability is capped at the hardware and service fees on that order, and we are not liable for indirect losses such as lost profit or lost business.
- These terms are governed by the laws of the Hong Kong Special Administrative Region.
- Where the Chinese and English versions differ, the Chinese version governs.
- Payment deadline for shop orders: please pay within 24 hours of ordering and send proof of payment; unpaid orders are cancelled automatically without further notice. Quotes follow the quote validity period instead.
- We reserve the right to change, vary or end these terms at any time without notice; in any dispute, we make the final decision.
Brand and reseller status
- Who we are: GNS Technology (GNS Technology Limited) runs a UniFi shop and is a Hong Kong reseller of UniFi products, providing solution design, systems integration, installation and configuration, and monthly managed network services (GNS CARE). Hardware arrives through Ubiquiti and is installed by our own engineers, and every item is genuine Hong Kong stock; we are also a registered reseller in Ubiquiti's Partner Program with a Partner Portal account.
- Who provides what: the content, quotes, warranty handling and support on this site come from GNS Technology.
- Warranty: the scope, term and claim process are set out under 'Hardware warranty' and 'Warranty claims (RMA)' above.
FAQ
After-sales questions
These come up most often. If yours is not here, just ask us.
How long is the warranty, and when does it start?
The hardware follows Ubiquiti's manufacturer warranty. On the Hong Kong stock we supply the term is typically one year, with the term and start date set by the manufacturer. We confirm your warranty status from the order record whenever you ask.
If hardware fails, do I have to ship it overseas myself?
No. We handle the claim in Hong Kong: opening the case with the manufacturer, following it up, arranging the replacement and reconfiguring it afterwards. You only need to tell us.
What if it is damaged by accident or misuse?
The manufacturer warranty does not cover that. We inspect and quote first (repair or replacement), and managed customers can run on a spare unit while the network keeps working.
Is there any after-sales support without the monthly service?
Yes. Handover includes the configuration, the documentation and a configuration backup, and we follow up remotely on anything that is a fault in our configuration. Day-to-day changes, extra devices and on-site support are quoted.
What response time do managed customers get?
Monitoring and alerting run 24/7. In office hours (Monday to Friday, 09:00-18:00) we aim to respond within four hours. On-site support outside office hours can be arranged separately at our standard hourly rate.
What happens when the warranty ends?
We can still handle manufacturer repair or replacement, quoted at their rates, or keep supporting you on the monthly plan. Renewing does not change the scope of the service.
Are extra devices or an office move included in the monthly fee?
New hardware is bought separately, and configuration and on-site work are quoted. Configuration changes inside the plan follow the contract scope; anything beyond it is quoted before we start.
Can I stop the monthly service part-way?
The service runs on a 12-month minimum term and is billed monthly. After that it continues month to month and does not renew automatically, and one month's notice ends it. Monthly fees already paid are not refundable.
Do I pay a deposit to place an order?
There is no deposit, but the order is paid in full. Once you accept the quote we arrange delivery or start the service after the full amount is received; the managed service is billed monthly on a 12-month minimum term.
How long is a quote valid for?
A quote is valid for seven days from the date it is issued. After that we reconfirm prices and lead times with you, because hardware prices move with what the distributor charges.
Do prices include installation and shipping?
Local delivery is free on orders of HK$2,000 or more and HK$50 below that, and you can also collect from our office by appointment at no charge. Remote-area, outlying-island and other surcharges are not covered. Installation, cabling and configuration are not included and are quoted separately, as are long cable runs beyond the supplied point, electric locks and door-frame modification, and fire-system linkage.
Can hardware be returned or exchanged?
Manufacturer faults are handled under warranty. For anything else, such as the wrong model or a change of mind after unboxing, we look at the model, the supplier's policy and the condition of the goods, case by case.
When is my order actually confirmed?
After you order or pay in the shop or on Price.com.hk, the order is formed only once we send a confirmation message or email. Until then the order is not confirmed.
Can you cancel an order if a price or stock figure is wrong?
Yes. Where the market moves, a system error occurs or an item is out of stock, we reserve the right to cancel the order and refund it in full. If something is out of stock we tell you first, then refund or offer an alternative.
Which payment methods do you accept?
FPS, bank transfer, credit card and selected e-payment tools, as shown at checkout or confirmed with us. Please email the transfer record to gns@gnstec.com.hk.
How long do I have to pay after ordering?
Shop orders should be paid within 24 hours, with proof of payment; unpaid orders are cancelled automatically without further notice. Quotes follow the quote validity period instead.
What do I need for shop pickup?
Book a time by WhatsApp or phone, then bring the order number or the collection notice we send you. If someone else is collecting for you, confirm with us first.
Who pays the courier fee and carries the risk?
We ship by SF Express (or another nominated carrier) by default. Freight and the risk of loss or damage in transit are borne by the buyer unless we state otherwise.
Do parallel imports carry a warranty?
We mainly supply Hong Kong stock, which follows Ubiquiti's manufacturer warranty and is claimed through us. Where a model is marked as a parallel import, we provide a limited in-shop warranty for a stated period, excluding physical damage and software changes.
What do I need to bring for an exchange?
Keep the complete original packaging, all accessories, the manual, the warranty card and the purchase invoice; once we or the manufacturer confirm a quality fault we replace it with the same model. Personal reasons, flashing the firmware yourself, overloading or physical damage, damaged packaging, missing accessories or a lost invoice are not eligible.
An after-sales question?
WhatsApp +852 9742 5753, phone +852 3156 2787, or email gns@gnstec.com.hk. For hardware, give us the model and roughly when it was bought, and we will come back with a first assessment within one working day.