Vault Smart Locks Returns Policy

Vault Smart Locks Pty Ltd
Last Updated: 30/10/25
Contact: info@vaultsmartlocks.com
Website: www.vaultsmartlocks.com.au

1. Overview

At Vault Smart Locks, we aim to ensure every customer is completely satisfied with their purchase. This policy outlines the process and conditions for returning goods, whether due to a change of mind, incorrect supply, or product fault.

All returns are handled in accordance with this policy, our Terms and Conditions, and the Australian Consumer Law (ACL).

2. Change of Mind Policy

Please select your items carefully. Fees and conditions apply for change of mind returns, including cases where products are not compatible with your specific door or other unique installation requirements. We strongly recommend using our expert product recommendation service prior to purchase to ensure the correct model selection.

Applicable Fees and Deductions

If Vault Smart Locks approves a change-of-mind return, a restocking fee equal to 20% of the product’s sale price will be deducted from the customer’s refund. 

Fee Waiver or Reduction

Restocking fees may be waived or reduced under the following circumstances:

• Waived: Where the product was purchased based on an official recommendation from a Vault Smart Locks technician or authorised locksmith.
  
  
• Reduced to 10%: If the item is exchanged for another product of equal or greater value, provided all other conditions are met.
  
  

3. Returns Procedure

To return a product (excluding warranty claims):

1. Contact info@vaultsmartlocks.com with your proof of purchase and a brief description of the reason for return.
   
   
2. Wait for a return authorisation confirmation before sending the item.
   
   
3. Ensure the product meets the following requirements:
   
   
   
   • The item must be unused, in original condition, and include all components and manuals.
     
     
   • Packaging must be intact and free from tears, rips, stickers, or writing.
     
     
   • Products not in resalable condition will not be accepted.
     
     
4. All return shipping costs are the responsibility of the customer.
   
   
5. We recommend using tracked and insured postage, as Vault Smart Locks cannot be held liable for items lost or damaged in transit.
   
   
6. Affix shipping labels to an outer satchel or box — not directly onto product packaging.
   
   

All authorised returns must be sent to:

📦 Vault Smart Locks Pty Ltd
9/189 Phillip St, Waterloo, NSW, 2017. 

4. Upon Receipt of Returned Goods

Once received, Vault Smart Locks will conduct a quality inspection of the returned goods and packaging.
If the product is approved for return:

• A refund for the product value (less applicable fees) will be issued, or
  
  
• If requested, a credit note will be provided for future purchases.
  
  

Refunds are processed within 14 business days of receiving and approving the returned item.

This process applies specifically to change-of-mind returns.

5. Faulty, Damaged, or Incorrect Products

If your item arrives damaged, faulty, or incorrectly supplied, please contact us immediately at info@vaultsmartlocks.com with your proof of purchase and photos of the issue.

Where the fault or issue is confirmed, Vault Smart Locks will:

• Repair or replace the product, or
  
  
• Provide a full refund of the purchase price, including shipping, in accordance with our Warranty Policy and the Australian Consumer Law (ACL).
  
  

Vault Smart Locks will cover the cost of return postage for approved warranty or incorrect-supply claims.

6. Consumer Guarantees (Australian Consumer Law)

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

You are entitled to:

• A replacement or refund for a major product failure;
  
  
• Compensation for any reasonably foreseeable loss or damage; and
  
  
• Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure.
  
  

This policy operates in addition to your statutory rights under the ACL.

7. Contact Us

If you have any questions about this Refund Policy or would like to initiate a return or cancellation, please contact:

Vault Smart Locks Pty Ltd
Email: info@vaultsmartlocks.com.au
Website: www.vaultsmartlocks.com.au

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