Change of Mind Policy: cancellation and/or returns

Cancellations and/or returns for Change of Mind Policy:

Cancellations and/or returns for Change of Mind, strictly under the following conditions:

• Cancellation may only be accepted before 21 days of the actual or due delivery date or which ever comes first at the time of cancellation.
• Note: A 20% restocking fee applies to authorised cancellations and/or returns for Change of Mind.
• Products must be in originally received condition i.e. unused, uninstalled, and in their original packaging with all components, including screws, installation hardware, instructions, and accessories, must be all included unused.
• 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. 

Where a different product is required, you must first seek approval for cancellation of the original order (as per the above Change of Mind policy conditions) and if the order was delivered, you must also seek a return material authorisation (RMA) before returning received items.

A new order will need to be placed if other items are required.

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 change of mind 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:

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