Refund policy

Vault Smart Locks Pty Ltd
Last Updated: 04/08/2026
Contact: info@vaultsmartlocks.com
Website: www.vaultsmartlocks.com.au

Overview

At Vault Smart Locks, we aim to ensure that every customer is satisfied with their purchase. This policy explains the process and conditions for returning goods due to:

  • a change of mind;
  • a product being dead on arrival;
  • a product fault;
  • damage during delivery; or
  • an incorrect product being supplied.

All returns, refunds, repairs and replacements are handled in accordance with this policy, our Terms and Conditions, our applicable Warranty Policy and the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Change-of-Mind Returns

Please select products carefully. Vault Smart Locks may, at its discretion, accept a change-of-mind return where the customer has selected an unsuitable product, including where the product is not compatible with the customer’s door or installation requirements.

We strongly recommend using our product recommendation service before purchasing to confirm that the selected smart lock is appropriate for the intended door and application.

To be eligible for consideration, a change-of-mind return must be authorised by Vault Smart Locks and received by us within 30 calendar days after delivery.

Restocking Fee

Where Vault Smart Locks approves a change-of-mind return, a restocking fee equal to 20% of the product’s sale price will ordinarily be deducted from the refund.

Fee Waiver or Reduction

The restocking fee may be waived or reduced in the following circumstances:

Fee waived: Where the product was purchased based on a specific written recommendation from a Vault Smart Locks representative, technician or authorised locksmith and the product is subsequently confirmed to be unsuitable for the application described by the customer.

Fee reduced to 10%: Where the returned product is exchanged for another product of equal or greater value and all other return conditions are satisfied.

Change-of-mind returns are not available for products that:

  • have been installed, fitted, used, damaged or modified;
  • have had protective films, seals or labels removed;
  • have missing components, accessories, manuals or packaging;
  • have been specially ordered, customised or modified for the customer;
  • are not in a clean and resalable condition; or
  • are otherwise excluded from return under applicable law.

These restrictions do not apply where the customer is exercising a right under the Australian Consumer Law.

Thirty-Day Dead on Arrival Policy

What Dead on Arrival Means

A product may be considered dead on arrival, or “DOA”, where it is reported to Vault Smart Locks within 30 calendar days after delivery and, upon reasonable assessment, is confirmed to:

  • not power on or operate during initial setup or installation;
  • have a material manufacturing defect present when supplied;
  • be missing an essential factory-supplied component;
  • be materially damaged during delivery;
  • be incapable of performing its essential advertised functions; or
  • fail during initial installation or initial use because of an inherent product defect.

The DOA process is intended to provide an expedited assessment and remedy for products that are defective when delivered or during their initial installation or use.

Reporting a DOA Product

The customer must notify Vault Smart Locks as soon as reasonably possible after discovering the problem and within 30 calendar days after delivery to access the expedited DOA process.

The customer should email info@vaultsmartlocks.com.au and provide:

  • proof of purchase;
  • the order number;
  • the product model and serial number, where available;
  • a description of the problem;
  • photographs or video showing the problem;
  • photographs of the door and installation, where relevant;
  • details of the installer, where the product has been installed; and
  • photographs of the packaging where the product was damaged during delivery.

A delay in reporting a problem does not remove any rights the customer may otherwise have under the Australian Consumer Law.

Assessment and Troubleshooting

Before confirming that a product is DOA, Vault Smart Locks may ask the customer or installer to complete reasonable troubleshooting steps.

This may include checking:

  • battery type, condition and orientation;
  • electrical connections and wiring;
  • lock handing and configuration;
  • door and strike alignment;
  • spindle, mortice and installation measurements;
  • application or gateway setup;
  • factory reset procedures; and
  • compliance with the installation instructions.

Vault Smart Locks may also require the product to be returned for inspection where the cause of the problem cannot reasonably be determined remotely.

A product will not be denied a remedy merely because its packaging has been opened or because it has been reasonably installed or tested for the purpose of identifying the fault.

DOA Remedies

Where a product is confirmed as DOA, Vault Smart Locks will provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

  • an expedited replacement product;
  • replacement of the defective component;
  • repair of the product;
  • a full refund of the product purchase price; or
  • another remedy agreed with the customer.

Where the problem constitutes a major failure under the Australian Consumer Law, the customer may be entitled to choose between a refund and replacement.

Where the problem is minor and can be remedied, Vault Smart Locks may elect to repair the product or replace the defective product or component within a reasonable time.

Vault Smart Locks will cover reasonable standard return freight costs for products accepted as DOA. Where a replacement is approved, Vault Smart Locks will also cover reasonable standard delivery costs for sending the replacement product.

The DOA policy relates primarily to the supplied product. Installation, removal, reinstallation and other consequential costs will be considered where required by the Australian Consumer Law or where otherwise agreed by Vault Smart Locks in writing.

DOA Exclusions

A product will not ordinarily be classified as DOA where the problem was caused by:

  • incorrect or incomplete installation;
  • failure to follow the installation or setup instructions;
  • unsuitable door dimensions, preparation, alignment or construction;
  • incorrect mortice, spindle or backset selection;
  • depleted, unsuitable or incorrectly installed batteries;
  • damage caused during installation;
  • accidental damage, impact, forced entry or misuse;
  • unauthorised modification, disassembly or repair;
  • use outside the product’s published specifications;
  • use in an unsuitable commercial or high-traffic application;
  • exposure to water, weather, corrosion, heat or other environmental conditions beyond the product’s published rating;
  • problems with the customer’s door, hinges, closer, strike, network, mobile device, internet connection or third-party software;
  • cosmetic variations that do not affect the product’s operation; or
  • normal wear and tear.

Where assessment identifies an installation or compatibility issue rather than a product defect, the claim may be handled as a change-of-mind return, paid technical support matter or non-warranty service, where applicable.

These exclusions do not apply to the extent that doing so would exclude or restrict a right available under the Australian Consumer Law.

Claims Reported After 30 Days

A product fault reported more than 30 calendar days after delivery will not qualify for the expedited DOA process.

However, the product may still be covered by:

  • Vault Smart Locks’ applicable product warranty;
  • a manufacturer’s warranty; or
  • the consumer guarantees under the Australian Consumer Law.

The 30-day DOA period does not limit the duration of any applicable warranty or statutory consumer guarantee.

Change-of-Mind Return Procedure

To request a change-of-mind return:

  1. Contact info@vaultsmartlocks.com.au with proof of purchase and a brief explanation of the reason for the return.
  2. Wait for written return authorisation before returning the product.
  3. Ensure that the product meets the return conditions in this policy.
  4. Package the product securely inside a suitable outer carton or satchel.
  5. Do not attach shipping labels, tape or writing directly to the retail product packaging.

Unless otherwise approved by Vault Smart Locks, the returned product must:

  • be unused and uninstalled;
  • be in its original condition;
  • include all components, accessories and manuals;
  • have intact retail packaging without tears, labels, writing or significant damage; and
  • be suitable for resale as a new product.

Products that are not in a resalable condition may be refused or may be subject to an additional deduction reflecting the reduction in value, to the extent permitted by law.

Change-of-mind return shipping costs are the customer’s responsibility. We recommend using tracked and insured postage, as Vault Smart Locks is not responsible for returned products lost or damaged while being transported by a carrier selected by the customer.

Authorised change-of-mind returns must be received within 30 calendar days after delivery.

All authorised returns must be sent to:

Vault Smart Locks Pty Ltd
9/189 Phillip Street
Waterloo NSW 2017

The customer should include the return authorisation or order number with the returned product.

Inspection and Processing of Returns

Once a returned product is received, Vault Smart Locks will inspect the product, components and packaging.

For an approved change-of-mind return, Vault Smart Locks will provide either:

  • a refund of the amount paid for the returned product, less any applicable restocking fee or permitted deduction; or
  • a credit note, where requested and agreed.

Original delivery charges are not ordinarily refundable for change-of-mind returns unless Vault Smart Locks agrees otherwise.

Approved refunds will generally be processed within 14 business days after the product is received and inspected.

Refunds will ordinarily be issued using the original payment method. The time taken for the funds to appear in the customer’s account may depend on the customer’s bank or payment provider.

This section applies specifically to change-of-mind returns. DOA, faulty, damaged and incorrectly supplied products are handled under sections 3 and 6.

Faulty, Damaged or Incorrectly Supplied Products

If a product is faulty, damaged during delivery or incorrectly supplied, the customer should contact info@vaultsmartlocks.com.au as soon as reasonably possible.

The customer should provide:

  • proof of purchase;
  • the order number;
  • a description of the issue;
  • photographs or video showing the problem; and
  • photographs of the packaging where delivery damage is alleged.

Vault Smart Locks may request reasonable troubleshooting or inspection before determining the appropriate remedy.

Where the fault, delivery damage or incorrect supply is confirmed, Vault Smart Locks will provide an appropriate remedy, which may include:

  • repairing the product;
  • replacing the product or affected component;
  • supplying the correct product;
  • providing a full or partial refund; or
  • providing another remedy required by the Australian Consumer Law.

Vault Smart Locks will cover reasonable standard return postage costs for approved faulty-product, delivery-damage and incorrect-supply claims.

Where practical, Vault Smart Locks may provide a prepaid return label or arrange another reasonable return method. Customers should not return a product without first obtaining return instructions unless it is reasonable to do so in the circumstances.

Australian Consumer Law

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

For goods ordinarily acquired for personal, domestic or household use or consumption, 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.

Depending on the circumstances, consumer guarantees may also apply to purchases made by businesses.

Consumer guarantees apply automatically and may continue beyond the duration of a DOA period, manufacturer’s warranty or express product warranty.

Nothing in this policy requires a customer to accept a credit note instead of a refund, replacement or other remedy to which the customer is legally entitled.

Contact Us

For questions about this policy or to request a return, DOA assessment, repair, replacement or refund, contact:

Vault Smart Locks Pty Ltd
Email: info@vaultsmartlocks.com.au
Website: www.vaultsmartlocks.com.au
Return address: 9/189 Phillip Street, Waterloo NSW 2017