Warranty Policy

Warranty Limitations

All components (excluding batteries) are covered by a 2-year warranty from the date of purchase. Batteries are not covered under this warranty. The warranty does not apply to the surface finish or cosmetic damage of AT Smart Lock branded smart locks.

The warranty does not cover:

  • Improper installation of the product
  • Products not maintained according to our guidelines
  • Use of non-specified batteries
  • Products used beyond their specifications
  • Customised products
  • Normal wear and tear
  • Unauthorised modifications
  • Use of non-original parts
  • Accidents, abuse, or neglect
  • Exposure to corrosive substances
  • Products with brand labels removed

Consumers must return defective products to us for evaluation.

If the lock has been tampered with or the security label has been removed, the warranty will be void.

For on-site service related to lock issues, a fixed fee of AUD 180 applies, regardless of whether the product is under warranty.

 

 Warranty & Installation Policy

1. All Lockin smart locks come with a 2-year product warranty, counted from the installation date.
2. For packages that include both lock and installation, the installation service is a one-time service. Once the lock is installed and confirmed to function properly, the installation service is considered complete.
3. The installation fee is AUD $350 (incl. GST) per visit.
4. If any rework is required due to our installation issues, we will provide unlimited free reinstallation service until the lock functions properly.
5. If a product quality issue (non-human damage) occurs within six months after installation, we provide free on-site repair or replacement service.
6. If a malfunction occurs after six months due to human error or external causes (e.g. door deformation, external force, battery leakage, tampering), a service fee of AUD $152 (incl. GST) per visit will apply.
7. The warranty covers only lock hardware components such as the body, circuit board, fingerprint module, and camera, but does not cover installation fees, door frame repair, or paint touch-ups.
8. For aluminium or metal doors, an additional fee of AUD $20–30 (incl. GST) may be charged for extra processing.

 

Scope of Application：

These terms apply to all Lockin smart locks purchased and installed via AT Smart Pty Ltd’s official website, showroom, or authorized distributor network.

 

 

Non-Warranty Coverage (Not Eligible for Free Warranty)

  • Damage caused by human error, improper operation, or external impact.
  • Issues resulting from unauthorized disassembly, modification, or repair after installation.
  • Problems caused by door structure, humidity, or external factors not related to the product itself.

 

Warranty Period

  • All Lockin Smart Lock products come with a 2-year warranty, starting from the installation date.
  • The warranty covers only product quality issues related to the main lock unit (such as electronic component failure, recognition module malfunction, or structural damage).
  • Installation service is a one-time service fee and is not included in the warranty coverage.

 

Australian Consumer Law Protection

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
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement of the goods if they fail to be of acceptable quality (and the failure does not amount to a major failure)

How to Make a Warranty Claim

If purchased from a retailer:

  • Safely package the product when returning it to prevent damage
  • Provide your warranty claim details, proof of purchase, and contact information
  • Submit the claim to the original retailer within the warranty period

If purchased directly from our website:

  • Contact us via phone or email to lodge your claim
  • Safely package the product together with a copy of your proof of purchase
  • Return the product to the address specified by us within the warranty period

Still have questions? Let us know