Return & Refund Policy

At Southern Brisbane Locksmiths we want you to be confident in the hardware and services you receive. This policy outlines your rights and our processes, and operates alongside the guarantees that apply under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Where a failure is minor, we will repair or replace the item or re-perform the service. Where a failure is major, you are entitled to a refund, replacement, or compensation. Nothing in this policy limits any rights you have under the law.

Hardware returns

• Unused, resalable stock — locks, keys and hardware purchased from us may be returned within 14 days of purchase, provided they are unused, in original packaging, and accompanied by proof of purchase. A refund or store credit will be issued.
• Custom-cut or coded keys — because keys are cut to your specific requirements, they are not returnable unless they are faulty.
• Restricted or registered key systems — these cannot be returned once issued, except where a manufacturing fault exists.

Faulty hardware

If hardware we supply is faulty, please contact us as soon as you become aware of the issue. We will assess the item and, where a fault is confirmed, offer a repair, replacement or refund in accordance with your consumer guarantee rights.

Services

• If a service we perform does not meet the standard of care and skill you are entitled to expect, we will return and re-perform the work or otherwise remedy the failure.
• Our installation workmanship is covered by our Workmanship Guarantee.

How to request a return or remedy

Contact us using the details at the bottom of this page with your proof of purchase and a description of the issue. We will respond promptly and arrange the appropriate remedy.

Refund timing

Approved refunds are processed to the original payment method within a reasonable period, typically within 5–10 business days, depending on your financial institution.