Warranty Policy

Last Updated: 04/08/2026
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.

Vault Smart Locks products are designed and intended for normal residential use. This warranty outlines the voluntary warranty protection offered against defects in materials and workmanship when a product is purchased, installed and used in accordance with its intended residential purpose.

Residential Use Requirement

Vault Smart Locks products are intended for use in private residential properties.

This manufacturer’s warranty does not apply where a product is installed or used for commercial, industrial, institutional or other non-residential purposes, including, without limitation:

  • Offices, retail premises, warehouses or factories;
  • Hotels, motels, serviced apartments, hostels or other accommodation businesses;
  • Short-term rental or holiday accommodation properties;
  • Apartment building common areas or shared-access doors;
  • Schools, childcare centres, hospitals or aged-care facilities;
  • Properties operated as part of a business or commercial enterprise;
  • Doors subject to unusually high traffic, intensive use or frequent access by members of the public; or
  • Any other location or application that is not ordinary private residential use.

Commercial or non-residential use may involve substantially greater usage, traffic and operating conditions than the products are designed to withstand. Any warranty, service or maintenance arrangements for commercial applications must be agreed to by Vault Smart Locks in writing before the product is purchased or installed.

This commercial-use exclusion applies to the voluntary manufacturer’s warranty provided by Vault Smart Locks and does not exclude any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Warranty Coverage

Standard Warranty

Vault Smart Locks products are covered by a 12-month limited manufacturer’s warranty from the date of purchase against defects in materials and workmanship under normal residential use.

Select Signature Range models include a 24-month limited manufacturer’s warranty. Where applicable, the extended warranty period will be specified on the relevant product listing, packaging or purchase documentation.

During the applicable warranty period, Vault Smart Locks will, at its discretion and subject to the Australian Consumer Law:

  • Repair the product;
  • Replace the product with the same or an equivalent model; or
  • Provide a refund of the original purchase price.

This voluntary manufacturer’s warranty applies only to the original purchaser and is not transferable.

What This Warranty Does Not Cover

This manufacturer’s warranty does not cover:

  • Commercial, industrial, institutional, short-term accommodation or other non-residential use;
  • Use in apartment building common areas, shared-access areas or other high-traffic locations;
  • Normal wear and tear;
  • Cosmetic damage that does not affect the operation or performance of the product;
  • Damage caused by incorrect installation, misuse, abuse, neglect, modification or accident;
  • Damage resulting from installation, repair or servicing that has not been performed in accordance with the product instructions;
  • Damage caused by improper handling or installation by an unqualified or unauthorised person;
  • Products that have been disassembled, altered, tampered with or modified;
  • Products where a security seal, serial number, identification label or warranty label has been removed, altered or made illegible;
  • Battery leakage, battery failure or damage caused by incorrect, incompatible, mixed or poor-quality batteries;
  • Environmental, moisture, corrosion or weather-related damage caused by use outside the product’s recommended operating conditions;
  • Damage caused by exposure to water, moisture, salt, chemicals, excessive heat, excessive cold or direct weather where the product is not designed or rated for that exposure;
  • Damage caused by a door, door frame, latch, strike, hinge or other component being misaligned, damaged or unsuitable;
  • Internet, Wi-Fi, Bluetooth, mobile application, voice-assistant or third-party platform issues that are not caused by a defect in the product;
  • Labour, installation, removal, reinstallation, locksmith, building, painting or repair costs associated with accessing, replacing or reinstalling the product;
  • Consequential expenses, loss of use, loss of income, alternative access costs or other indirect losses, except where recoverable under the Australian Consumer Law; or
  • Work, repairs, replacements or expenses incurred before Vault Smart Locks has approved or assessed the warranty claim.

Local and Non-Local Warranty Assessment

Local Service

For customers located within the Vault Smart Locks service areas of Sydney, Brisbane, Melbourne, Adelaide and Perth, a $200 warranty assessment holding fee may be required before an on-site assessment is arranged.

The holding fee will be refunded where the issue is assessed and confirmed to be covered by this manufacturer’s warranty.

Non-Local Service

For customers outside the above service areas, a $250 warranty assessment holding fee may be required.

The holding fee will be refunded where the issue is assessed and confirmed to be covered by this manufacturer’s warranty.

For customers outside our service areas or in remote locations, Vault Smart Locks may require the product to be removed and returned for assessment.

Where a product is found not to be covered by warranty, including because it has been damaged by an excluded cause or used in a commercial or non-residential application, Vault Smart Locks may offer the customer a replacement product at a discounted price. Any such offer is made at Vault Smart Locks’ discretion.

Where Vault Smart Locks requests the return of a product as part of an approved replacement or assessment process, failure to return the original product or pay an agreed outstanding balance may result in the voluntary warranty claim being closed or the replacement offer being withdrawn.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

How to Make a Warranty Claim

To submit a warranty claim, email info@vaultsmartlocks.com.au and provide:

  • Proof of purchase, such as an invoice or receipt;
  • The product model and serial number, where applicable;
  • A detailed description of the issue;
  • Photographs or videos showing the issue, where requested;
  • The installation date and details of the person or business that installed the product;
  • Confirmation that the product is installed in a private residential property;
  • Your name and contact details; and
  • The address where the product is installed.

You may be asked to perform reasonable troubleshooting steps or return the product for inspection and assessment.

Vault Smart Locks will assess the information provided and advise you of the outcome and any next steps.

Proof of Purchase

Proof of purchase is required for all claims under this voluntary manufacturer’s warranty.

Where a product was purchased through the official Vault Smart Locks online store, we may be able to locate the order using the purchaser’s name, email address, telephone number or order number.

Transferability

This voluntary manufacturer’s warranty applies only to the original purchaser and cannot be transferred to a subsequent owner, occupier or purchaser of the property.

This restriction does not limit any rights that a subsequent owner may independently have under applicable law.

Australian Consumer Law

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

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

This voluntary manufacturer’s warranty is provided in addition to, and does not exclude, restrict or modify, any rights or remedies available to you under the Australian Consumer Law or any other applicable law.

Where a product is acquired for commercial use, this voluntary manufacturer’s warranty may not apply. However, you may still have rights under the Australian Consumer Law or other applicable legislation depending on the circumstances of the purchase.

Contact Us

For questions regarding this warranty policy or assistance with a warranty claim, please contact:

Vault Smart Locks Pty Ltd

Email: info@vaultsmartlocks.com.au

 Website: www.vaultsmartlocks.com.au