1) Quick read – key conditions at a glance

You must meet all of the following for a claim to be considered:

• Police first. Report the break-in to the police straight away, get a crime reference number, and keep the damaged cylinder and all keys safe for inspection. Provide high-quality photos and a short video of the damage in place, from different angles.
• Register online. Activate the guarantee at dorix.com within 30 days of purchase and keep the activation confirmation code. Benefits start 10 days after that confirmation email. Claims for incidents within the first 10 days are not valid.
• Initial point of forced entry. Entry must be gained by a forced snap attack, where the Alnwick cylinder was the initial point of forced entry and subsequently failed, and this was the sole reason the intruder gained entry. If the initial breach was any other component, for example, a window or glazing panel, no payment is due.
• Who can claim. The applicant must be the legal occupier of the UK residential property where the registered cylinder was installed. The scheme is non-transferable. Proof of address must match the property where the break-in occurred.
• Correct installation and upkeep. The cylinder must be correctly installed and maintained, used with appropriate security furniture, and not protrude more than 3 mm beyond the external handle or escutcheon. Only genuine DORIX keys and DORIX graphite lubricant may be used. Do not use oil or WD-40 as this will void the guarantee.
• Tell us quickly. Start your claim within 48 hours of discovery and submit the full claim within 7 days with the activation code, crime number, evidence and documents listed below. A DORIX representative will need to inspect the lock at the property.

2) What we promise

If all eligibility rules are met, and our examination confirms forced entry was solely due to a qualifying snap attack on a registered Alnwick cylinder. In that case, we will either organise works or reimburse reasonable invoices to repair or replace the affected door set hardware and cover emergency securing, up to a combined cap of £10,000 per household. Contents, cash, and other losses are not covered.

We keep the benefit focused on reinstating the entry system to remain a free manufacturer performance guarantee with a goodwill contribution, not an insurance policy.

3) Who can register and claim

3.1 Consumer and property type. Private UK residential properties only. The registrant must be the owner‑occupier or tenant occupier living at the property. The property must be furnished and normally occupied. HMOs, holiday lets, short lets and commercial premises are excluded.

3.2 Non-transferable. The scheme is personal to the registrant and the address. The guarantee ends if you move out or the cylinder is removed. One claim per household during the scheme term.

3.3 Proof of address. You must provide proof that matches the claim address, for example, a council tax, a utility bill, or a bank statement dated within the last 90 days.

4) Activation, waiting period and term

4.1 Activate online within 30 days of purchase at dorix.com, supplying proof of purchase, serial number, installer details, and clear photos of the inside and outside of the fitted cylinder. Keep your activation confirmation code.

4.2 Waiting period. Benefits start 10 days after the activation confirmation email. Any incident before the end of this waiting period is not covered.

4.3 Term. The scheme runs for 5 years from activation, provided the cylinder remains installed at the registered address.

5) Eligibility rules that must be met

5.1 Correct installation and compatible hardware

• Cylinder fitted in line with instructions, with the external face correctly oriented and marked for the outside.
• Used with appropriate TS 007‑compliant security furniture or equivalent.
• Projection control. The cylinder must not project more than 3 mm beyond the external handle or escutcheon and should ideally be flush, in line with MLA guidance.

5.2 Maintenance and genuine components

• Use DORIX Graphite Powder Lubricant (DXAC50) only. Do not use oil or WD‑40 as this may cause damage to internal components.
• Maintain the cylinder at least every 6 months or 5,000 cycles and keep dated proof. This mirrors sector practice for 3‑star cylinders.
• Use genuine DORIX keys only. No unauthorised modification or repair.

5.3 Security use

• When leaving the property unattended, fully throw and engage the multipoint lock.
• Keep keys secure and never leave them in or near the door.

5.4 Proof of purchase and payment

• Provide an invoice or receipt that clearly shows the product, supplier, date and amount, plus proof of payment dated the same day, for example a redacted bank or card statement.

6) What is a qualifying incident

6.1 A qualifying incident is a forced break-in where the intruder gains entry solely because the registered Alnwick cylinder was externally snapped and failed, and the cylinder was the initial point of forced entry.

6.2 If the initial breach was through any other component such as glass, glazing beads, the frame, a hinge, a panel, or a different door, this scheme does not apply.

7) What we cover

Subject to approval and the £10,000 cap, we cover reasonable costs to:

• Repair or replace the affected door set hardware at the entry point, including cylinder, lock case, keeps and strike, external handle or escutcheon, and damaged door leaf or frame section caused by the snap attack.

We may settle by providing parts and labour directly, reimbursing reasonable invoices, or a combination.

8) What we do NOT cover

To keep the commitment clear and objective:

• Other entry methods including drilling, plug pulling, bumping, torque attacks on the cam, power-tool attacks, handle removal, or attacks on glazing, frames, hinges or panels.
• Installation errors, including reversed orientation, incorrect sizing, or cylinder projection beyond 3 mm.
• Keys and usage where non-genuine keys were used, keys were missing, or keys were left in or close to the door.
• Unoccupied properties left empty for more than 30 consecutive days, or not furnished for normal residential use.
• Modifications or repairs to the cylinder or door furniture without our written approval.
• Contents and other losses, including cash, electronics, stolen items, distress, lost earnings, rent, business loss, or other indirect loss.

9) How to claim

9.1 Act immediately

• Report to police promptly and obtain a crime reference number. Keep the damaged cylinder and all keys safe. Do not allow repairs until we have authorised them, except for emergency securing.

9.2 Notify us within 48 hours of discovering the break‑in via dorix.com to get a claim reference.

9.3 Submit your full claim within 7 days, including:

• Activation confirmation code and serial number.
• Crime reference number and, where available, a copy of the police report.
• Proof of purchase and proof of payment.
• High‑quality photos of the damaged door and cylinder in place, inside and outside, from multiple angles, plus a short video panning slowly across the damage.
• Installer details and your activation photos that show the cylinder projection at the time of registration.
• Proof of address matching the property.
• Details of any home insurance claim and any settlement.

9.4 Inspection and evidence

• We may visit the property, collect the cylinder and keys, and retain items for examination. You agree to reasonable access on weekdays between 09:00 and 17:00 with an adult present. I
• If you cannot meet a deadline for reasons outside your control, tell us before the deadline wherever possible so we can consider a short extension.

10) Assessment and settlement

10.1 We decide if the entry was solely due to a qualifying snap attack on the registered cylinder and whether all conditions are met.

10.2 If approved, we will arrange works or reimburse reasonable invoices, or both, up to £10,000. If you have insurance, we do not duplicate any amount your insurer pays for the same works.

10.3 If declined, we will explain our reasons and offer an internal review by a senior manager. This does not affect your legal rights.

11) Duration and changes

11.1 The scheme runs for 5 years from activation and ends if the registrant moves out or the cylinder is removed. Non‑transferable. One claim per household.

11.2 We may amend or withdraw the scheme prospectively. Changes do not affect existing registered properties for their remaining term.

12) Your legal rights and our liability

12.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, or for fraud.

12.2 Your rights under consumer law, including the Consumer Rights Act 2015, stay the same.

13) Governing law and jurisdiction

These terms are governed by English law. You agree that the courts of England and Wales have exclusive jurisdiction. Your statutory rights under the Consumer Rights Act 2015 are not affected.

14) Data and Contact

14.1 We will process personal data to administer the Scheme and any claim, in line with our privacy notice.

14.2 Contact us via mail to DORIX Ltd, 19 Berkeley Street, London W1J 8ED or email to support@dorix.com. Please quote your activation code and claim reference in all correspondence.

15) Definitions

• Alnwick means the DORIX high‑security BSI 3-star cylinder – DXMC30 described in our product literature.
• Snap attack means an external destructive attack that breaks the cylinder body at its sacrificial line by torsion or leverage, not drilling, pulling, grinding, or other methods.
• Door set means the door leaf, frame, multipoint lock case, keeps and strike, and external handle or escutcheon at the entry point.
• Legal occupier means the owner‑occupier or a tenant with a valid tenancy who lives at the property.