Smart Lock Warehouse is not required to accept returns for change of mind. Where a change-of-mind return is accepted at Smart Lock Warehouse’s sole discretion, the conditions below apply.

1.1 Return Request Period

Change-of-mind return requests must be submitted in writing within 14 days of completed delivery or collection.

Requests received outside this period may be refused.

1.2 Return Authorisation

All returns require prior written approval from Smart Lock Warehouse.

Unauthorised returns may be refused and returned to the sender at the sender’s expense.

1.3 Approved Return Costs

Where a change-of-mind return is approved, Smart Lock Warehouse may deduct or charge:

• a $15 restocking fee
• the original outbound shipping cost
• a $30 freight recovery fee where free shipping was originally provided
• return shipping costs, which remain the customer’s responsibility

Any approved refund will be processed after the goods have been received, inspected and accepted.

1.4 Condition of Returned Goods

To be eligible for a change-of-mind return, goods must be:

• unused and uninstalled
• in original, saleable condition
• complete with all original packaging, accessories, screws, manuals and components
• free from marks, damage, labels, writing or alterations to packaging
• not modified, test-fitted, mounted, programmed or otherwise commissioned for use

Products that are not in strictly resalable condition may be refused.

1.5 Smart Locks, Electronic Access Products & Activated Devices

For smart locks, access devices and similar electronic products, goods are not eligible for change-of-mind return once they have been:

• powered on
• activated
• paired to an app
• programmed or configured
• connected to a gateway, network or smart-home system
• registered with fingerprints, PIN codes, RFID cards, digital keys or other credentials
• test-fitted, mounted or installed on a door

Once a product has been installed, activated or commissioned, it is no longer considered new retail stock.

Where a fault is alleged after installation or activation, the matter will be assessed under the applicable warranty and technical support process instead of change-of-mind return provisions.

1.6 Non-Returnable Items

Unless required by law or approved in writing, the following are generally not eligible for change-of-mind return:

• installed or commissioned products
• special-order or custom-order items
• clearance or runout items
• products missing components or original packaging
• products showing signs of use, installation, damage or handling beyond normal inspection

Customers are responsible for ensuring the selected product is suitable for their intended use, property, environment and compatibility requirements before purchase.

This includes reviewing, where relevant:

• product dimensions and specifications
• door type, thickness, backset, stile width and fitment requirements
• latch, mortise, strike, handing and installation requirements
• power requirements, battery type and charging instructions
• connectivity requirements such as Bluetooth, Wi-Fi, gateways, apps, software or network compatibility
• environmental limitations, including internal or external use and IP rating
• manufacturer specifications, manuals, certifications, ratings, exclusions and intended use
• compatibility with third-party systems, automation platforms, devices or accessories

Customers should complete their own due diligence by reviewing the product page, specifications, manuals and the relevant manufacturer’s website before purchase and installation.

Smart Lock Warehouse may provide general guidance, however final confirmation of suitability remains the customer’s responsibility unless expressly agreed otherwise in writing.

Before a warranty claim is assessed, Smart Lock Warehouse may require:

• proof of purchase
• completion of the Smart Lock Warehouse Technical Support Form or warranty request form
• clear photos and/or video evidence
• confirmation of installation method and site conditions
• troubleshooting steps to be completed as instructed
• remote diagnostics or further technical information

Failure to provide requested information may delay or prevent assessment of the claim.

Many products sold by Smart Lock Warehouse are supplied with a manufacturer’s warranty. Warranty periods, coverage, limitations and exclusions may vary by brand, model and intended use.

Where a product is sold under a manufacturer-backed warranty:

• the applicable manufacturer’s warranty terms will apply
• customers should review the relevant manufacturer’s documentation and website for full warranty details, limitations and technical requirements
• Smart Lock Warehouse may assist in facilitating the warranty process, but assessment and approval may depend on the manufacturer’s own testing, conditions and procedures

For Smart Lock Warehouse house-branded and Auslock-branded products, the applicable product warranty and exclusions for that item will apply, in addition to any rights available under Australian Consumer Law.

Any manufacturer or store warranty is provided in addition to, and does not replace, rights under Australian Consumer Law.

Subject to Australian Consumer Law and any applicable brand-specific terms, warranty coverage generally applies to defects in materials or workmanship arising under normal intended use during the applicable warranty period.

Where a valid warranty claim is accepted, Smart Lock Warehouse or the relevant manufacturer may provide, where permitted by law:

• repair
• replacement
• parts replacement
• store credit
• refund

The available outcome will depend on the nature of the issue, the product involved, the applicable warranty terms, and any rights available under Australian Consumer Law.

Unless required by law, warranty claims may be refused where the issue arises from or relates to:

• incorrect, improper or unauthorised installation
• failure to follow installation instructions, manuals, charging directions or setup requirements
• incorrect product selection, fitment, door preparation or site conditions
• door, frame, gate, wall, mounting surface or structural misalignment
• incorrect mortise, latch, strike or backset selection
• installation on doors, gates or surfaces outside product specifications
• use outside the product’s intended purpose, rating or specifications
• environmental exposure beyond the product’s rating
• water ingress, weather exposure, corrosion, dust or moisture outside rated conditions
• power surge, electrical fault, fire, flood, lightning, storm or other external events
• misuse, neglect, abuse, impact damage, forced entry, tampering or vandalism
• cosmetic damage or normal wear and tear
• battery misuse, battery leakage or failure to replace batteries when required
• use of incompatible accessories, components, software, chargers, networks or third-party systems
• modification, repair or alteration by unauthorised persons
• commercial, short-stay, high-traffic or non-residential use where the product is not rated or approved for that use

Installation-related issues, site-condition issues and compatibility issues are not manufacturing defects.

For products supplied with batteries or rechargeable battery systems, customers must follow all charging, usage and handling instructions supplied with the product or published by the relevant manufacturer.

Warranty does not cover issues caused by:

• use of non-certified, non-compliant or incompatible chargers, power supplies, cables or batteries
• use of fast chargers where not approved
• charging outside recommended voltage or current
• overcharging or leaving the battery connected for extended periods
• charging in unsuitable environments such as excessive heat, moisture or poor ventilation
• use of damaged, modified or third-party battery components where not approved
• internal damage caused during installation, wiring or servicing

7.1 Auslock Rechargeable Battery Products

Certain Auslock products, including A01, A02, A03, A519 and A619, are supplied with rechargeable lithium batteries.

By purchasing and using these products, the customer agrees to follow all battery handling and charging instructions provided.

Auslock will not be held liable for damage, malfunction or safety incidents resulting from:

• use of non-certified or non-compliant chargers or cables
• use of fast chargers, including Quick Charge or Power Delivery
• charging outside recommended voltage, including 5.2V / 2A
• overcharging or leaving the battery connected for extended periods
• charging in unsuitable environments such as heat, moisture or poor ventilation
• use of damaged, modified or third-party batteries
• incorrect installation causing internal damage, including damage to wiring, PCB or cables

Any such cases may be classified as misuse or user-caused damage and may not be covered under warranty.

By purchasing and installing a Smart Lock Warehouse product, the customer acknowledges responsibility for:

• ensuring the selected product is suitable for the intended application
• reviewing product information, specifications, manuals and manufacturer requirements
• ensuring correct installation and setup
• ensuring the door, frame, mounting surface or installation area is structurally sound and correctly aligned
• ensuring the product is used within its intended environmental rating
• maintaining the product in accordance with instructions
• promptly responding to low-battery warnings, software prompts or maintenance requirements
• arranging and paying for third-party trades, labour, call-outs, removal or reinstallation unless otherwise agreed in writing

Smart Lock Warehouse does not accept responsibility for incorrect product selection, incorrect installation, or failure to follow manufacturer and product requirements.

To the maximum extent permitted by law, Smart Lock Warehouse is not responsible for third-party costs or consequential expenses, including:

• locksmith fees
• installer call-out fees
• electrician, builder or contractor charges
• removal or reinstallation costs
• programming or integration costs
• loss of income
• loss of rental income
• business interruption
• economic loss

Where Australian Consumer Law provides otherwise, those rights are not excluded.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Returns will not be accepted without prior written approval.