Returns & Refunds Policy

Your rights under the Australian Consumer Law

Goods we supply must be of acceptable quality, match their description and be fit for the purpose we said they were suitable for. Services must be supplied with due care and skill, be fit for purpose and be completed within a reasonable time.

• Major failure: you can choose a refund, a replacement, or to keep the item and be compensated for the drop in value. For a service with a major failure, you can cancel and get a refund for the unused portion, or seek compensation for the reduction in value.
• Minor failure: we will repair, replace or re-perform the work within a reasonable time. If we cannot, you can then choose a refund or a replacement.
• You are also entitled to be compensated for any other reasonably foreseeable loss or damage caused by our failure.

How to make a claim

1. Contact us at admin@quickprolocksmiths.com or (03) 7033 0253 with your invoice number and a description of the problem. Photographs help.
2. We will respond, normally within two business days.
3. Where an inspection is needed we arrange a time. For a valid warranty or consumer guarantee claim, there is no charge for that inspection.
4. We advise the remedy and the timeframe in writing, and complete it at no cost to you where the claim is upheld.

Change-of-mind returns on stock hardware

Unopened, unused and undamaged stock hardware in its original packaging may be returned within 14 days of the invoice date for a refund of the item price. Labour already performed, including removal and reinstallation, is not refundable on a change of mind. Please contact us before returning anything so we can record it against your invoice.

Items that cannot be returned for change of mind

• Cut keys, including duplicates and keys originated to code.
• Restricted or patented keys and cylinders pinned to your key system.
• Special-order, custom-finished or non-stock items ordered specifically for you.
• Hardware that has been installed, drilled, modified or fitted to a door.

These exclusions do not apply where the item is faulty, unsafe, not as described, or otherwise fails a consumer guarantee. In those cases the remedies above apply in full.

Keys that do not work

If a key we cut does not operate the lock correctly, bring it back or call us. We will recut or originate a replacement at no charge. If the lock itself is worn beyond the point where a correct key will work reliably, we will explain that and quote the options before doing anything further.

Refund method and timing

Approved refunds are issued to the original payment method where possible, or by bank transfer, normally within five business days of approval. We do not charge restocking fees on faulty goods.

Hardware you supplied

If you supply the lock and we install it, our workmanship is warranted but the product itself remains a matter between you and your supplier. We will tell you at the time of quoting if we think the item is unsuitable for the door.

If we cannot agree

Contact us first so we can try to resolve it. If you remain unsatisfied you can seek assistance from Consumer Affairs Victoria or the Australian Competition and Consumer Commission. Using this policy does not affect your rights to do so.