Smart Lock Warehouse
1. Change of Mind Returns
Smart Lock Warehouse is not obligated to accept returns for change of mind. Where accepted at Smart Lock Warehouse’s sole discretion, the following conditions apply.
1.1 14-Day Request Period
Requests for change-of-mind returns must be submitted in writing within 14 days from the date of completed delivery or pick-up.
Requests received outside this period will not be considered.
1.2 Return Authorisation
All change-of-mind returns must receive prior written approval from Smart Lock Warehouse.
Unauthorised returns may be refused and returned at the sender’s expense.
1.3 Applicable Fees
Where a return is approved, the following deductions apply:
- 20% restocking fee (calculated on product value)
- Original outbound shipping cost deducted
- $30 freight recovery fee where free shipping was provided
- Return shipping costs are the responsibility of the customer
Approved refunds will be processed within 14 business days following inspection.
1.4 Condition of Returned Goods
Returned products must:
- Be unused and uninstalled
- Not have been powered on, activated, paired, programmed, or configured
- Not have had fingerprints, PIN codes, RFID cards, digital keys or credentials registered
- Not have been connected to any mobile app, gateway, or smart home system
- Not have been test-fitted, mounted, or installed on a door
- Be in original, saleable condition
- Include all original packaging, accessories, screws and components
- Have no damage, markings, labels, writing, or alterations to retail packaging
Products that have been installed, powered on, paired, programmed, tested on-site, or had credentials applied are not eligible for change-of-mind return.
Smart Lock Warehouse reserves the right to refuse any return not in strictly resalable condition.
1.5 Product Activation & Installation Acknowledgement
Once a smart lock has been installed, powered on, activated, paired with a mobile application, programmed, or has user credentials registered (including fingerprints, PIN codes, RFID cards, digital keys or similar access credentials), the product is considered commissioned and accepted as installed equipment.
At this point the product is no longer considered new retail stock and cannot be returned under change-of-mind provisions.
If a fault is suspected after installation or activation, the matter will be assessed under the manufacturer’s warranty process, including troubleshooting and technical assessment.
This ensures warranty claims are assessed correctly and prevents products that have been installed or configured from being returned as unused retail goods.
2. Warranty Claims & Technical Assessment
Before any warranty claim is assessed:
- The Smart Lock Warehouse Technical Support Form must be completed
- Clear photos and/or video evidence may be required
- Troubleshooting steps must be completed as instructed
- Remote diagnostics may be required
Failure to provide requested information may result in the claim being declined.
3. Manufacturer’s Warranty
Smart Lock Warehouse provides a 12-month limited manufacturer’s warranty from the date of purchase.
This warranty covers defects in materials and internal electronic components under normal residential use.
Proof of purchase is mandatory.
4. Warranty Exclusions
This warranty does not apply to issues arising from:
- Incorrect or improper installation
- Door or frame misalignment
- Incorrect mortise, latch or backset selection
- Installation on doors outside product specifications
- Environmental exposure beyond product rating
- Water ingress not consistent with product IP rating
- Power surge, fire, flood, lightning or natural disaster
- Cosmetic damage or normal wear and tear
- Battery misuse or leakage
- Forced entry, vandalism or tampering
- Unauthorised modification
- Use of non-Smart Lock Warehouse components
- Commercial or high-traffic use unless approved in writing
Installation-related issues are not manufacturing faults.
5. Customer Responsibilities
By purchasing and installing a Smart Lock Warehouse product, the customer acknowledges responsibility for the following.
5.1 Product Suitability
The customer is responsible for ensuring the selected product is suitable for:
- The door type and material
- The correct door thickness and backset
- The intended installation environment
- Residential or commercial usage requirements
Smart Lock Warehouse does not accept responsibility for incorrect product selection.
5.2 Proper Installation
The customer is responsible for ensuring the lock is installed correctly and in accordance with supplied instructions.
This includes ensuring:
- The door and frame are structurally sound
- The strike plate aligns correctly
- The door closes freely without force
- Electrical components are not damaged during installation
Installation-related issues are not manufacturing faults.
5.3 Environmental Use
The customer must ensure the lock is installed within its specified IP rating and environmental limitations.
Improper exposure to rain, moisture, or outdoor conditions beyond product rating may void warranty coverage.
IP ratings apply under controlled laboratory testing conditions only.
5.4 Ongoing Maintenance
The customer is responsible for:
- Prompt battery replacement upon low battery warning
- Using correct battery types
- Maintaining door alignment over time
- Keeping the lock clean and free from obstruction
Failure to reasonably maintain the product may affect warranty coverage.
5.5 Third-Party Costs
Smart Lock Warehouse is not responsible for third-party costs, including:
- Locksmith fees
- Installer call-out fees
- Removal or reinstallation costs
- Builder or contractor charges
Such costs remain the responsibility of the customer unless otherwise agreed in writing.
6. Limitation of Liability
To the maximum extent permitted by law, Smart Lock Warehouse’s liability is limited (at Smart Lock Warehouse’s sole discretion) to:
- Repair of the product
- Replacement of the product
- Refund of the purchase price
Smart Lock Warehouse is not liable for indirect, incidental, consequential or economic loss, including but not limited to:
- Loss of income
- Loss of rental income
- Business interruption
- Property damage
- Installation costs
7. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
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 they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the ACL.
Where permitted by law, Smart Lock Warehouse limits its liability to repair, replacement or refund of the product.
8. Returns Address
Smart Lock Warehouse
105 Greens Road
Dandenong South VIC 3175
Australia
Returns will not be accepted without prior written approval.