Refund and Returns Policy

At Smart Lock Shop Australia, we are committed to providing you with high-quality smart lock products and excellent customer service. This policy outlines our approach to returns and refunds, strictly in accordance with the Australian Consumer Law (ACL).

 

1. Your Rights Under 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.

A “major failure” includes when the product:

 * is unsafe.

 * is significantly different from the description, sample or demonstration model.

 * is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time.

 * does not do what you asked for and cannot easily be fixed within a reasonable time.

 * you would not have bought the product if you had known about the problem.

 

 

2. No Change of Mind Returns

Please choose carefully. Smart Lock Shop Australia does not offer refunds or exchanges for change of mind. This includes situations where you:

 * Ordered the wrong product.

 * No longer need the product.

 * Found a cheaper product elsewhere.

 * Are dissatisfied with the product but it is not faulty.

We strongly encourage you to thoroughly research product specifications, compatibility, and suitability before making a purchase. Our customer service team is available to assist you with any pre-purchase queries to ensure you select the correct smart lock for your needs.

3. Faulty or Damaged Items (Australian Consumer Law Guarantees)

If you believe your smart lock product is faulty, damaged upon arrival, or does not meet a consumer guarantee under the Australian Consumer Law, please follow these steps:

 * Contact Us Immediately: Notify Smart Lock Shop Australia’s customer service team as soon as possible after receiving your order, or as soon as a fault becomes apparent. You can reach us at [email protected] or 0466454240.

 * Provide Details: Please provide your order number, a detailed description of the fault or damage, and clear photos or videos that demonstrate the issue.

 * Assessment: We will assess your claim in accordance with the Australian Consumer Law. This may involve troubleshooting, requesting further information, or requiring the item to be returned for inspection.

 * Remedy:

   * If the product is found to have a major failure, you are entitled to choose a refund or a replacement.

   * If the product is found to have a minor failure, we will choose to repair the goods, replace the goods, or provide a refund.

 

 

4. Returning Faulty Items

 * Authorisation Required: Do not return an item until you have received authorisation and instructions from our customer service team. We may provide you with a Return Authorisation (RA) number.

 * Proof of Purchase: All returns, including faulty items, must be accompanied by valid proof of purchase (e.g., order confirmation, receipt, bank statement).

 * Return Shipping Costs: If your item is assessed as faulty or in breach of a consumer guarantee, Smart Lock Shop Australia will cover the reasonable costs of return shipping. Please retain your postage receipts for reimbursement.

 * Packaging: While original packaging is not required for faulty items under ACL, we encourage you to package the item securely to prevent further damage during transit.

 

 

5. Refunds for Faulty Items

 * Approved refunds will typically be processed within [Number] business days (e.g., 5-10 business days) after the faulty item has been received and assessed.

 * Refunds will be issued to the original payment method used for the purchase.

 

 

6. Warranty Information

In addition to your rights under the Australian Consumer Law, many of our smart locks come with a manufacturer’s warranty. Details of specific product warranties can often be found on the product page or within the product’s documentation. Manufacturer warranties do not limit your rights under the ACL.

 

 

7. Contact Us

For any questions regarding this policy or to initiate a return for a faulty item, please contact our customer service team:

 * Email: [email protected]

 * Phone: 0466454240
 * Operating Hours: Monday -Sunday