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Policies

Returns and Refunds Policy

This policy sits alongside — and never replaces — your rights under the Australian Consumer Law. Where this policy gives you less than the law does, the law applies.

Last updated: 3 August 2026

Goods that develop a problem

If a lock, cylinder, key or other product we supplied is faulty, unsafe, or does not do what we said it would, you are entitled to a repair, replacement or refund. Whether you get a refund or a repair depends on whether the problem is major.

  • Major problem: you choose a refund, a replacement, or to keep the item and ask for compensation for the drop in value.
  • Minor problem: we may choose to repair the item within a reasonable time. If we cannot, you can then ask for a refund or replacement.

Change of mind

Hardware that has been installed, cut, coded or keyed to your property cannot be returned for change of mind, because it can no longer be resold. Uninstalled, unopened stock items in original packaging may be returned within 14 days of supply; a restocking fee may apply and it will be disclosed before you agree.

Keys cut to your specification, restricted keys, and custom master key components are made to order and are not returnable for change of mind.

Workmanship

If our installation or repair was not carried out with due care and skill, contact us and we will return to put it right at no charge. See the warranty page for details and timeframes.

How to make a claim

  • Email admin@quickprolocksmiths.com or call +61 3 7068 8739 with your invoice number.
  • Describe the problem and, where possible, include photos.
  • Keep the item and its packaging if it has not been installed.
  • We will respond within 3 business days with the next step and an expected timeframe.

Refund method and timing

Approved refunds are paid to the original payment method, normally within 10 business days of agreement. Where a third-party manufacturer assessment is required, we will tell you how long that is expected to take.

Costs of returning goods

If a product is faulty and returning it is significant in size, weight or cost, we will arrange collection at our expense. You do not pay to return goods that failed a consumer guarantee.

Callout fees

Callout fees cover attendance and diagnosis. They are refunded where we attended for a warranty issue caused by our work, and are not refunded where you cancelled after we arrived or where identification could not be provided.