Return & Refund Policy

Because locksmithing is primarily a service carried out at your location, this policy explains how refunds and returns apply to the work and the hardware we supply. It forms part of our Terms & Conditions.

Workmanship

If something we installed or repaired is not working as it should because of our workmanship, tell us within the 12-month guarantee period and we will return to put it right at no labour cost. This is our first remedy in most situations.

Faulty hardware

Locks, cylinders, smart locks and fobs we supply are covered by the manufacturer's warranty. If a part fails within its warranty due to a manufacturing defect, we will replace it. We may need to return the faulty item to the supplier as part of a warranty claim.

Unused hardware

Hardware that has been supplied but not yet installed may be returned within 7 days if it is unused, in its original packaging and resalable. Custom-cut keys, programmed fobs and made-to-order items cannot be returned once produced, as they are prepared specifically for you.

Callout charges

Where a callout fee or after-hours surcharge was disclosed and agreed before we travelled, it reflects the cost of dispatching a technician and is generally non-refundable once we have attended, even if you choose not to proceed with the quoted work.

Requesting a refund

To raise a refund or return, contact us within a reasonable time with your receipt or job reference. We will review the request fairly and, where a refund is due, process it to your original payment method, typically within 14 business days.

Not covered

• Damage caused by misuse, force, further tampering or normal wear after our visit.
• Pre-existing faults in doors, frames or vehicles that were present before we attended.
• Custom or programmed items once they have been produced or coded.

Talk to us

We would always rather fix a problem than argue about it. Reach out on [email protected] or +60 3-2733 8140 and we will do our best to make it right.

Last updated 29 July 2026.