Returns Policy

Eligibility for Returns

We accept returns under the following conditions:

• Items must be returned within 21 days of the delivery date.
• Products must be unused, uninstalled, and in their original packaging.
• All components, including screws, installation hardware, instructions, and accessories, must be included.
• Proof of purchase (order number or receipt) is required.

Non-Returnable Items

The following items are non-returnable:

• Custom or Made-to-Order (MTO) or Special-Order (SO) products.
• Items marked as “Final Sale” or “Non-Returnable”.
• Products that have been installed, assembled, altered, or show signs of wear.
• Bulk orders (subject to return approval – please contact us before ordering if unsure).

Exchanges

We do not offer direct exchanges. If you need a different product, please return the original item and place a new order.

Return Process

1. Request a Return Material Authorization (RMA):
   Contact us at sales@thelockshop.com.au with your order number, reason for return and images of the item and packaging to confirm the items condition.

Note: Returns without prior authorization will not be processed. No returns will be accepted for used, damaged, or incomplete items.

2. Package Your Return:
   Securely pack the item(s) in original packaging, including all parts and documentation.

Note: No returns will be accepted for used, damaged, or incomplete items. Please package your authorised items carefully with added outer box protection and ensure the original packaging is not written on or labelled.

3. Ship the Product:
   Return shipping is the responsibility of the customer and we recommend using a trackable shipping method.
4. Inspection & Refund:
   Once we receive and inspect the returned item(s), we will notify you of the status of your refund. Approved returns will be refunded to your original payment method within 5–10 business days, excluding shipping charges.

Restocking Fees

A 20% restocking fee applies to authorised returns for change of mind.

 

Authorised Returns In-Store:

An approved written return material authorization (RMA) must be presented with the goods at the time of return.

Shop 5 / 66–70 Railway Road, Blackburn VIC 3130

      If you have any questions please contact us at: