AusLock Warranty & Returns Policy

1. Change of Mind Returns

AUSLOCK is not obligated to accept returns for change of mind. Where accepted at AUSLOCK’s sole discretion, the following conditions apply.

1.1 14-Day Request Period

Requests for change-of-mind returns must be submitted in writing within 14 days from the date of completed delivery or pick-up.

Requests received outside this period will not be considered.

1.2 Return Authorisation

All change-of-mind returns must receive prior written approval from AUSLOCK.

Unauthorised returns may be refused and returned at the sender’s expense.

1.3 Applicable Fees

Where a return is approved, the following deductions apply:

• 20% restocking fee (calculated on product value)
• Original outbound shipping cost deducted
• $30 freight recovery fee where free shipping was provided
• Return shipping costs are the responsibility of the customer

Approved refunds will be processed within 14 business days following inspection.

1.4 Condition of Returned Goods

Returned products must:

• Be unused and uninstalled
• Not have been powered on, activated, paired, programmed, or configured
• Not have had fingerprints, PIN codes, RFID cards, digital keys or credentials registered
• Not have been connected to the AUSLOCK App or any gateway
• Not have been test-fitted, mounted, or installed on a door
• Be in original, saleable condition
• Include all original packaging, accessories, screws and components
• Have no damage, markings, labels, writing, or alterations to retail packaging

Products that have been installed, powered on, paired, programmed, tested on-site, or had credentials applied are not eligible for change-of-mind return.

AUSLOCK reserves the right to refuse any return not in strictly resalable condition.

2. Warranty Claims & Technical Assessment

Before any warranty claim is assessed:

• The AUSLOCK Technical Support Form must be completed
• Clear photos and/or video evidence may be required
• Troubleshooting steps must be completed as instructed
• Remote diagnostics may be required

Failure to provide requested information may result in the claim being declined.

3. Manufacturer’s Warranty

AUSLOCK provides a 12-month limited manufacturer’s warranty from the date of purchase.

This warranty covers defects in materials and internal electronic components under normal residential use.

Proof of purchase is mandatory.

4. Warranty Exclusions

This warranty does not apply to issues arising from:

• Incorrect or improper installation
• Door or frame misalignment
• Incorrect mortise, latch or backset selection
• Installation on doors outside product specifications
• Environmental exposure beyond product rating
• Water ingress not consistent with product IP rating
• Power surge, fire, flood, lightning or natural disaster
• Cosmetic damage or normal wear and tear
• Battery misuse or leakage
• Forced entry, vandalism or tampering
• Unauthorised modification
• Use of non-AUSLOCK components
• Commercial or high-traffic use unless approved in writing

Installation-related issues are not manufacturing faults.

4.1 Rechargeable Battery Use & Liability

Certain Auslock products (including A01, A02, A03, A519, A619) are supplied with rechargeable lithium batteries.

By purchasing and using this product, the customer agrees to follow all battery handling and charging instructions provided.

Auslock will not be held liable for any damage, malfunction, or safety incidents resulting from:

• Use of non-certified or non-compliant chargers or cables
• Use of fast chargers (including Quick Charge or Power Delivery)
• Charging outside recommended voltage (5.2V / 2A)
• Overcharging or leaving the battery connected for extended periods
• Charging in unsuitable environments (heat, moisture, poor ventilation)
• Use of damaged, modified, or third-party batteries
• Incorrect installation causing internal damage (e.g. wiring, PCB, or cable damage)

Any such cases will be classified as misuse or user-caused damage and are not covered under warranty.

5. Customer Responsibilities

By purchasing and installing an AUSLOCK product, the customer acknowledges responsibility for the following:

5.1 Product Suitability

The customer is responsible for ensuring the selected product is suitable for:

• The door type and material
• The correct door thickness and backset
• The intended installation environment
• Residential or commercial usage requirements

AUSLOCK does not accept responsibility for incorrect product selection.

5.2 Proper Installation

The customer is responsible for ensuring the lock is installed correctly and in accordance with supplied instructions.

This includes ensuring:

• The door and frame are structurally sound
• The strike plate aligns correctly
• The door closes freely without force
• Electrical components are not damaged during installation

Installation-related issues are not manufacturing faults.

5.3 Environmental Use

The customer must ensure the lock is installed within its specified IP rating and environmental limitations.

Improper exposure to rain, moisture, or outdoor conditions beyond product rating may void warranty coverage.

IP ratings apply under controlled laboratory testing conditions only.

5.4 Ongoing Maintenance

The customer is responsible for:

• Prompt battery replacement upon low battery warning
• Using correct battery types
• Maintaining door alignment over time
• Keeping the lock clean and free from obstruction

Failure to reasonably maintain the product may affect warranty coverage.

5.5 Third-Party Costs

AUSLOCK is not responsible for third-party costs including:

• Locksmith fees
• Installer call-out fees
• Removal or reinstallation costs
• Builder or contractor charges

Such costs remain the responsibility of the customer unless otherwise agreed in writing.

6. Limitation of Liability

To the maximum extent permitted by law, AUSLOCK’s liability
is limited (at AUSLOCK’s sole discretion) to:

• Repair of the product
• Replacement of the product
• Refund of the purchase price

AUSLOCK is not liable for indirect, incidental,
consequential or economic loss, including but not limited to:

• Loss of income
• Loss of rental income
• Business interruption
• Property damage
• Installation costs

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the ACL.

Where permitted by law, AUSLOCK limits its liability to repair, replacement or refund of the product.

8. Returns Address

AUSLOCK Smart Locks Pty Ltd

105 Greens Road, Dandenong South VIC 3175

Returns will not be accepted without prior written approval.