Returns & Refunds Policy

Last updated: 3 August 2026. This policy covers services and goods supplied by Urgent Locksmith Thomastown.

Your rights come first

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with a service, you are entitled to cancel your service contract and to a refund for the unused portion, or to compensation for its reduced value. For a major failure with goods, you are entitled to choose a refund or replacement. Nothing in this policy limits those rights. See our consumer rights page.

Cancelling a booking

• Before dispatch: cancel at no charge. Call us as soon as you know.
• After we have been dispatched: the callout fee is payable, because travel and vehicle time has been incurred. Labour and parts are not charged.
• No access on arrival: if nobody is present or the site cannot be accessed at the agreed time, the callout fee is payable.
• We cancel: if we cannot attend, you pay nothing and we will tell you promptly so you can arrange someone else.

Hardware returns

• Faulty hardware: we repair or replace it at no charge within the warranty period, or refund it where a remedy is not reasonably possible. Labour to refit warranty hardware is covered by us within 12 months of the original installation.
• Change of mind on uninstalled stock: unopened, unused items in original packaging may be returned within 14 days for a refund less a restocking amount charged to us by the supplier, where applicable. Proof of purchase is required.
• Installed hardware: once fitted and operating as specified, hardware cannot be returned for change of mind. We will always discuss options with you before fitting.
• Special orders and restricted keys: items cut, coded, keyed or ordered specifically for you cannot be returned for change of mind, because they cannot be resold. Faulty items are still covered.

Refunds on services

If work we performed did not achieve what was agreed, contact us first. We will re-attend and put it right at no charge where the fault is ours. Where the issue cannot be remedied, or where the failure is major, we will refund the affected portion of the invoice.

A refund is not provided where a lock was opened or replaced exactly as agreed, or where you declined a recommended repair and the underlying fault recurred.

How to make a claim

1. Email admin@urgentlocksmiththomastown.com or call +61 3 7067 9694 with your invoice number, the date of work and a description of the problem. Photographs help.
2. We acknowledge within two business days.
3. Where an inspection is needed we arrange one, normally within five business days, usually at no charge.
4. Approved refunds are returned to the original payment method within 10 business days.

Unresolved matters

If we cannot reach agreement, our complaints process sets out the external bodies you can approach, including Consumer Affairs Victoria.