Change of Mind Policy – Au Smart Locks
Please select your items carefully, as fees and charges do apply due to a 'change of mind'. This includes situations where products are not compatible with your specific door type or other circumstances particular to your situation. We strongly recommend using our expert locksmith recommendation service.
Fees and Charges:
Restocking Fee: 20% of goods selling price deducted from refund
For free shipped goods: $30 deducted from refund
For paid shipped goods: Original shipping charge deducted from refund
WAIVER/REDUCTION OF RESTOCKING FEE
Subject to the "Returns Procedure" and "Upon Receipt of Returned Goods" sections below, the restocking fee may be waived or reduced in the following circumstances:
WAIVED: Items purchased based on recommendations provided through our expert locksmith recommendation service.
REDUCED TO 10%: Items returned in exchange for other products purchased from Au Smart Locks, subject to the "Returns Procedure" and "Upon Receipt of Returned Goods" conditions.
Returns Procedure:
Products returned for credit or exchange (excluding returns for warranty purposes) must be in their original condition, including the product packaging. Any rips or tears in the packaging make the item unsuitable for resale and therefore not eligible for a refund.
All return shipping costs are the responsibility of the customer.
We recommend using postal tracking and insurance for returned items, as we cannot be held liable for any products lost in transit.
Please do not affix postage labels directly to the product packaging; use a separate outer bag or box for return shipping.
Return packages must include your purchase details for identification.
All returns should be sent to:
Au Smart Locks
105 Greens Road, Dandenong South, VIC, 3175
Upon Receipt of the Returned Goods:
Au Smart Locks will perform a quality check on the returned items. If the product and packaging are in original condition and returned in accordance with this policy, we will issue a refund for the product value (less the applicable restocking fee and excluding original shipping costs), or provide a credit note, within 14 business days.
This policy specifically applies to returns due to change of mind.
Other Returns:
For issues related to product quality or incorrect supply, please contact us directly.
Consumer Guarantees (Australian Consumer Law):
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for any major failure, as well as compensation for any other reasonably foreseeable loss or damage. You also have the right to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not amount to a major failure.
General Warranty Provisions:
Au Smart Locks provides a 12-month warranty on workmanship and parts supplied, effective from the date of purchase or installation. This warranty covers defects in materials and workmanship under normal use and service.
No warranty claims will be accepted for any product or service more than 12 months after the original date of purchase or installation, regardless of circumstances.
Warranty Exclusions:
Misuse, abuse, or accidental damage
Normal wear and tear
Issues arising from incorrect installation by third parties
Products that have been altered or modified without written approval from Au Smart Locks
Damage caused by external factors such as water, fire, or natural disasters
Batteries (unless otherwise specified)