Refund & Returns Policy

Consumer Guarantees

Our services are supplied with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy if a service is not rendered with due care and skill, is not reasonably fit for its specified purpose, or is not supplied within a reasonable time. The remedy may be a repair, a repeat of the service, a refund, or compensation, depending on whether the failure is major or minor.

When a Refund Applies

A refund will be provided where:

• A service has a major failure — that is, the problem is so significant it would be unreasonable to expect you to accept it.
• A product we supplied is faulty, unsafe or does not do what we said it would.
• We are unable to complete a service we have charged for and cannot provide a suitable remedy.

When a Refund Does Not Apply

A refund will generally not be provided where:

• You simply change your mind about a service that has already been completed.
• A lock or key has been damaged through misuse, wear, or circumstances beyond our work after the service was completed.
• You request a service that cannot be completed due to a restriction we advised you of before starting (for example, a dealer-only vehicle key profile).
• Custom-cut keys or restricted-profile blanks have been manufactured to your specification, except where the product itself is faulty.

Hardware Returns

Uninstalled, unused hardware purchased from us may be returned within 14 days of purchase, provided it is in its original condition and packaging. Cut keys, programmed remotes and installed locks are not eligible for change-of-mind returns for obvious security reasons.

How to Request a Remedy

To request a refund, repair or other remedy, contact us at admin@redlocksmiths.com or on (07) 2114 6126 with details of the service or product and the issue. We will assess the matter and respond with a proposed resolution.

Your Other Rights

This policy does not limit any rights you may have under the Australian Consumer Law or other applicable laws. For more information about consumer rights, visit the Australian Competition and Consumer Commission at accc.gov.au.