Return & Refund Policy

1. Our commitment under Australian Consumer Law

At Kenmore Locksmiths, we stand behind the quality of our work. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Where a failure of a good or service does not amount to a major failure, you are entitled to have the failure remedied. Where the failure does amount to a major failure, you are entitled to a refund or replacement at your election.

This policy sets out how we handle returns, refunds, repairs and replacements in a way that is consistent with those guarantees.

2. Service work

If a problem arises with workmanship we have carried out, contact us as soon as you become aware of it. We will assess the issue and, where the problem is due to our workmanship, we will return to rectify it at no additional cost to you. This is separate from any manufacturer warranty that may apply to hardware we have supplied.

3. Hardware and products

Where we supply hardware (such as locks, cylinders, safes or keys) and it is found to be faulty or not of acceptable quality within a reasonable time of installation, we will work with you and the relevant supplier to arrange a repair, replacement or refund in accordance with the consumer guarantees that apply to your purchase.

• ›Change of mind: As locksmith hardware is often cut, keyed or fitted to your specific property, we are generally unable to offer a refund or exchange for change of mind on custom-cut keys or keyed hardware. Please choose carefully.
• ›Faulty products: If a product we supply is faulty, not as described, or does not do what we said it would, we will arrange a replacement or refund as appropriate.
• ›Incorrectly cut keys: If we cut a key incorrectly, we will recut it at no charge. Please check keys at the time of collection where possible.

4. Refunds

Where a refund is due under this policy or the Australian Consumer Law, we will process the refund to your original method of payment. We will not keep you waiting unnecessarily — refunds are processed promptly once the issue is confirmed.

5. Non-refundable services

Callout fees and labour charges for services that have been completed are generally not refundable, except where the service has not been provided with due care and skill or has not achieved the agreed result. Where a service call is attended but the work cannot be completed for reasons outside our control (for example, access is not available), a callout fee may apply.

6. How to request a return, repair or refund

To request a return, repair or refund, please contact us with your invoice or job details:

• ›Phone: +61 7 2114 6127
• ›Email: admin@kenmorelocksmiths.com
• ›Address: 10 Brookfield Road, Kenmore, QLD 4069

7. Your other rights

Nothing in this policy limits any rights you may have under the Australian Consumer Law or other applicable laws. This policy is provided in addition to, and does not replace, your statutory rights.