Refund policy

At Smart Lock Warehouse, we want our policies to be clear and fair. Please read the following carefully before purchasing.

Change of Mind Returns

Smart Lock Warehouse is not obliged to accept returns for change of mind. However, where a change-of-mind return is approved at our sole discretion, the following conditions apply.

1. Return Request Period

Any request for a change-of-mind return must be submitted in writing within 14 days of completed delivery or collection.

Requests made outside this period may not be accepted.

2. Return Approval Required

All returns must be approved by Smart Lock Warehouse in writing before being sent back.

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

3. Condition of Returned Goods

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

• unused

• uninstalled

• unpowered

• unpaired or unconnected to any mobile app, gateway, or smart home system

• unprogrammed and not configured in any way

• free from registered fingerprints, PIN codes, RFID cards, digital keys, or any other access credentials

• not test-fitted, mounted, or installed on a door

• in original, saleable condition

• returned with all original packaging, accessories, screws, and components

• free from damage, markings, labels, writing, or alterations to the retail packaging

Any product that has been installed, powered on, activated, paired, programmed, test-fitted, or had user credentials added will not be accepted for change-of-mind return.

4. Fees and Charges

If a change-of-mind return is approved, the following may apply:

• 20% restocking fee based on the product value

• deduction of the original outbound shipping cost

• $30 freight recovery fee where free shipping was provided

• return shipping costs remain the responsibility of the customer

5. Refund Processing

Approved refunds will be processed within 14 business days after the returned goods have been received and inspected.

Refunds will only be made to the original payment method unless otherwise agreed in writing.

Faulty, Damaged or Incorrectly Supplied Goods

If a product is faulty, damaged, incorrectly supplied, or otherwise not of acceptable quality, it may be eligible for repair, replacement, or refund in accordance with the manufacturer’s warranty and the Australian Consumer Law.

These matters are not treated as change-of-mind returns and will be assessed separately.

Returns Under Australian Consumer Law

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

If you believe your product has a fault or major failure, please contact us so we can assess the issue and advise the next steps.

Returns Address

Smart Lock Warehouse

105 Greens Road

Dandenong South VIC 3175

Australia

Returns will not be accepted without prior written approval.