Warranty Policy

Vault Smart Locks Warranty Policy

Last Updated: 30/10/25
 Contact: info@vaultsmartlocks.com
 Website: www.vaultsmartlocks.com.au
 ABN: 70 688 743 124

Our Commitment to Quality

At Vault Smart Locks, we stand behind the quality and performance of our products. Each lock is designed and manufactured to meet high standards of reliability, security, and durability.

This warranty outlines the protection offered to our customers against defects in materials and workmanship under normal residential or commercial use.

Warranty Coverage

Standard Warranty

Vault Smart Locks products are covered by a 12-month limited warranty from the date of purchase against product defects. 

Select Signature Range models include a 24-month warranty, which will be specified on the product listing or packaging.

During the warranty period, Vault Smart Locks will, at its discretion:

  • Repair the product;

  • Replace it with the same or an equivalent model; or

  • Provide a refund of the original purchase price.

This warranty applies only to the original purchaser and is not transferable.

What This Warranty Does Not Cover

This warranty does not cover:

  • Normal wear and tear;

  • Cosmetic damage that does not affect performance;

  • Damage caused by incorrect installation, misuse, neglect, modification, or accident;

  • Damage due to improper handling or installation by an unlicensed technician;

  • Products that have been disassembled, tampered with, or where the security seal or warranty label has been removed;

  • Battery leakage or failure, or damage caused by incorrect battery usage;

  • Environmental or weather damage caused by use outside recommended operating conditions;

  • Labour, installation, or removal costs associated with replacing or reinstalling products;

  • Work performed before warranty approval or assessment.

IP Ratings and Weather Resistance

Some Vault Smart Locks products are assigned an Ingress Protection, or IP, rating. The applicable IP rating, if any, will be stated on the individual product listing, packaging or technical documentation.

Unless Vault Smart Locks expressly states otherwise in writing:

  • The stated IP rating applies only to the external-facing side of the lock;
  • The IP rating does not apply to the internal lock assembly, internal handle, battery compartment, internal electronics, cables, connectors, mortice or other components located on the inside of the door;
  • The internal side of the lock must be installed in a dry, enclosed area and protected from rain, water, condensation, excessive humidity and other moisture;
  • An IP-rated external assembly is water-resistant only to the extent described by its specific IP rating and is not waterproof;
  • An IP rating does not mean that the lock can be submerged, pressure washed or exposed to water beyond the conditions covered by that rating; and
  • Customers must follow any model-specific requirements concerning awnings, eaves, sheltered installation locations or protection from direct rain.

The effectiveness of an IP rating depends on the lock being correctly installed and maintained. All seals, gaskets, covers, screw caps, cable openings and other protective components must be correctly fitted, undamaged and kept in place.

Water resistance may be reduced or lost where:

  • The lock has been incorrectly installed;
  • Required seals, gaskets or covers are missing, damaged, moved or incorrectly fitted;
  • The door, door preparation or installation allows water to enter behind or through the lock;
  • The lock has been drilled, modified, disassembled or tampered with;
  • The lock is exposed to conditions exceeding its stated IP rating;
  • Water enters from the internal side of the door;
  • Water travels through the door, mortice opening, spindle opening, cable opening or fixing holes;
  • The product is pressure washed, submerged or exposed to flooding;
  • Corrosive cleaning products or chemicals are used; or
  • The product is installed in an environment that is unsuitable for the particular model.

An IP rating does not constitute a guarantee against all water or environmental damage. Damage caused by water entering a component that is not covered by the stated IP rating, or by exposure outside the product’s recommended installation and operating conditions, is not covered by this voluntary warranty.

Local and Non-Local Warranty Policy

Local Service

For customers within Sydney, Brisbane, Melbourne, Adelaide and Perth, Vault Smart Locks charges a $200 warranty assessment holding fee. This fee is refundable if the issue is shown to be covered under warranty.

Non-Local Service

For customers outside this service area, Vault Smart Locks charges a $250 warranty assessment holding fee. This fee is refundable if the issue is shown to be covered under warranty. For customers in remote locations, Vault Smart Locks may request for the lock to be returned for assessment.

If the product is found to be outside warranty or damaged due to excluded causes, the customer may purchase a replacement at a discounted rate (equal to the cost of the new unit minus the warranty assessment fee).

Failure to return the original product if requested or pay the outstanding balance may void your warranty. 

How to Make a Warranty Claim

To submit a claim:

  1. Email info@vaultsmartlocks.com.au with the following details:

    • Proof of purchase (invoice or receipt);

    • Product model and serial number (if applicable);

    • A brief description of the issue;

    • Your name, contact details, and installation address.

  2. You may be asked to return the product for inspection.

  3. We will assess your claim and advise of the outcome and next steps.

Proof of Purchase

Proof of purchase is required for all warranty claims. If purchased online through our official store, we may be able to locate your order using your email address or order number.

Transferability

This warranty applies only to the original purchaser and cannot be transferred to subsequent owners.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This warranty is provided in addition to your rights under the Australian Consumer Law.

Contact Us

If you have any questions or need assistance with a claim, please contact:

Vault Smart Locks Pty Ltd
 Email: info@vaultsmartlocks.com.au

 Website: www.vaultsmartlocks.com.au