Returns and refunds policy

1. Your rights come first

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you can choose a refund or replacement, and compensation for any other reasonably foreseeable loss. For a failure that is not major, we are entitled to fix the problem within a reasonable time; if we do not, you can reject the goods or service and seek a refund. Nothing below limits those rights.

2. Services

If the work is faulty

Contact us and we will inspect at no charge. Where the fault is with our workmanship, we correct it at no cost. Where we cannot correct it within a reasonable time, we refund the labour charged for that work.

If we cannot complete the job

If our technician attends and is unable to complete the work for reasons within our control, you are not charged labour for the incomplete work. If the reason is outside our control — for example entitlement cannot be verified, access is refused, or the property is unsafe — the call-out fee remains payable because attendance occurred.

3. Hardware and parts

Faulty goods

Locks, cylinders and hardware that fail due to a manufacturing defect are repaired, replaced or refunded in line with the consumer guarantees and the manufacturer's warranty. Bring or send us the item, along with your invoice or another reasonable proof of purchase.

Change of mind

We are not required to provide a refund if you simply change your mind. As a courtesy we will accept a return of unfitted, unopened stock hardware within 14 days of purchase, in its original packaging and in resaleable condition. A restocking fee of up to 20% may apply, and the original call-out fee is not refundable.

Items we cannot accept back

• Cut keys, including transponder keys and remotes, once cut or programmed to your lock or vehicle.
• Restricted key blanks issued against a key register.
• Custom-keyed cylinders and master key components made to your specification.
• Hardware that has been installed, modified, drilled or damaged after supply.

These exclusions do not apply where the item is faulty.

4. Cancellations

• Before dispatch: no charge. Call (03) 7057 1535 as soon as you know.
• After dispatch, before arrival: a partial call-out fee may apply to cover travel already undertaken.
• After arrival: the full call-out fee applies. Labour is charged only for work actually performed.
• Special-order parts: once ordered to your specification, they cannot be cancelled without cost. We tell you before placing any such order.

5. How to make a claim

1. Email admin@urgentlocksmiththomastown.com or call (03) 7057 1535 with your invoice number and what has gone wrong. Photos help.
2. We acknowledge within 2 business days.
3. We inspect, either on site or by photograph, usually within 5 business days.
4. We tell you in writing what remedy applies. Approved refunds are paid to the original payment method within 10 business days.

6. If you disagree with our decision

Use our complaints and disputes process. You may also contact Consumer Affairs Victoria on 1300 55 81 81 or the ACCC at accc.gov.au. Using this policy does not affect your right to do so at any time.