All warranties and returns are only offered during business hours.
If you require emergency after hours repairs this will be charged at an additional cost. the locksmith on call has discretion of price and availability.
Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.
Consumer guarantees
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). In accordance with the ACL if the Products fail to meet a consumer guarantee:
- Where the problem is minor, we can choose to repair, replace, or refund the product; and
- Where there is a major failure, you can choose to reject the products and either choose a refund or replacement or ask us for compensation for any drop in value of the products.
Prestige Lock Service will accept product returns and provide you with a refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match the sample or our description; and
- You can present your invoice or other adequate proof of purchase.
Prestige Lock Service may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Prestige Lock Service reserves the right not to offer an exchange voucher, refund, or repair where the item fault is a result of misuse or neglect.
Returning products
Products cannot be returned unless they are faulty, or the return is otherwise required by the ACL. Regardless of that, we may accept the return of undamaged products (other than Non-Stocked Products) for change of mind. In such cases where we choose to accept a return the products being returned, must be in their original condition and packaging and returned within 30 days from the date of delivery. Liability for all consequential costs associated with the return of products for a credit or refund, including transportation costs is your responsibility.
Re-stocking fees
Other than in accordance with the ACL, if in a particular case we choose to accept a return of products by you and provide you with a refund, a restocking fee equal to 25% of the original purchase price of the returned products may be deducted from any credit note or refund.
Non-stocked products
Unless the Non-Stocked Products are faulty or a refund is required by the ACL, we will not exchange, refund, or provide a store credit for Non-Stocked Products. If you have a Non-Stocked Product that requires repair, our standard repair service billing rates will apply.
Refund method
We will make any required refunds by electronic funds transfer or Credit card refund. No cash refunds will be given at any location in any circumstances.
Refund conditions
Products (other than where the consumer guarantees under the ACL apply) returned for credit, exchange or refund must be returned in “as new” condition, including all accessories originally supplied by the manufacturer, including resalable packaging.
If you need to return products to us for any reason, you must first contact us via email info@prestigelock.com.au to arrange a return authorisation that will detail the reasons why you are returning the products. You will need to provide us with proof of purchase.
Please note that if no proof of purchase is available, no refund, repair, or exchange can be given other than if required under the ACL.
In some cases, refunds may not be possible where a product:
- is not stocked by us;
- has been fitted;
- is returned and is not in a resalable condition;
- is returned incomplete; missing fixing screws and accessories that are included by the manufacturer;
- that has been modified, altered, or damaged in any way; and
- has been used in a manner that it was not intended or designed for.
Warranty terms
We only install products provided by Prestige Lock Service to guarantee quality; all products include 12 months protection under normal use. Products purchased within store must be returned at your own expense to the store for assessment. If we have attended site for the initial works to be installed, we will return to diagnose and complete repairs and replacements if eligible.
For these reasons we prefer to not install or repair customer supplied products, locks being rekeyed are not included under warranty as the existing condition of the lock prior is unknown and being internally rebuilt to the best quality standard on the day of repairs.