Dr Lock Shop
Returns, Exchanges & Warranty Policy
We want customers to purchase the correct products for their requirements. Please review our returns and installation policy before purchasing, opening, fitting or modifying any product.
Returns & Exchanges
Before You Return a Product – Contact Us First
Before returning a product, please contact Dr Lock Shop. Many problems with locks, door hardware and security products can be resolved without needing to return the item.
Our experienced locksmiths have extensive product knowledge and practical installation experience. In many cases, we can identify the problem, explain how to correct it or help you determine whether the product is actually faulty.
Please send clear photographs of the product, its installation and the issue you are experiencing. Include your order number and a brief description of the problem.
SMS:
0422 707 100
Email:
mail@drlock.com.au
A quick conversation with one of our locksmiths may save you the time, inconvenience and postage costs of returning a product unnecessarily. We are happy to help troubleshoot the issue before arranging a return or warranty assessment.
Troubleshooting assistance does not affect your rights under Australian Consumer Law. If the product is faulty, we will assist with the appropriate return or warranty process.
Change of Mind Returns
Dr Lock Shop does not automatically accept returns or exchanges because a customer changes their mind, purchases the incorrect product or decides the product is unsuitable.
Where we agree to accept a change-of-mind return, the product must be in a clean, complete, undamaged and resaleable condition.
Restocking fees may apply to approved change-of-mind returns.
Installed or Damaged Products
Products that have been fitted, modified, scratched, damaged or otherwise rendered unsuitable for resale are not eligible for a discretionary change-of-mind return or exchange.
Missing components, damaged packaging or signs of installation may reduce the value of an approved return or result in the return being declined.
These conditions do not limit your rights where a product fails to meet consumer guarantees.
Restocking Fees
Manufacturers and suppliers may charge restocking fees when accepting non-faulty products for return.
Any applicable restocking fee will be advised when we assess a discretionary return request.
Products with opened packaging, missing parts or signs of handling may attract a higher fee or may not be accepted.
Restocking fees do not apply to remedies customers are legally entitled to under Australian Consumer Law.
Dr Lock Shop is not a try-before-you-buy service. Purchasing a lock, opening the packaging and installing or testing it on your door to decide whether you like it does not create an entitlement to a change-of-mind refund. Please confirm measurements, specifications, compatibility and suitability before ordering.
Installation & Product Suitability
Professional Installation Recommended
We strongly recommend using a suitably licensed locksmith or security professional to install locks, door hardware and security products.
Incorrect installation can damage products, affect their operation or compromise the security of your property.
DIY Installation
Customers who choose to install products themselves are responsible for following the manufacturer's installation instructions and checking product suitability.
Damage or faults caused by incorrect installation, misuse or unauthorised modification may not be covered by manufacturer warranties. We strongly recommend using a suitably licensed locksmith or security professional.
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Before drilling, cutting, modifying or fitting any product, confirm that it is the correct model, size, backset, function, finish and configuration for your application. If you are unsure, contact us before proceeding.
Faulty Products & Warranty Claims
If you believe a product is faulty, please contact Dr Lock Shop before returning it so we can assist with the assessment and return process.
If the product is confirmed to have a fault covered by Australian Consumer Law, you are entitled to the applicable remedy, which may include repair, replacement or refund.
Where reasonable return postage costs are incurred for a product confirmed to breach consumer guarantees, those reasonable costs will be reimbursed as required by law.
If the product is assessed and found not to be faulty, or the problem was caused by incorrect installation, accidental damage or misuse, a discretionary refund may be declined. Return postage may be payable by the customer.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies available under those guarantees.
How to Request a Return or Warranty Assessment
Contact Dr Lock Shop
Provide your order number and explain the reason for your return request.
Provide Product Details
Send photographs and a description of the issue, including installation details where relevant.
Return Assessment
We will review your request and provide return instructions where required.
Resolution
Once assessed, we will advise the appropriate outcome, including any applicable refund, repair or replacement.
Questions About a Product or Return?
If you are unsure whether a product is suitable, or need assistance with a return or warranty claim, please contact Dr Lock Shop.
Contact Dr Lock ShopEmail: mail@drlock.com.au
Phone: 02 9891 2345 | SMS: 0422 707 100
Please contact us before sending a product back so we can provide the appropriate return instructions.