Products may only be returned in accordance with the Terms and Conditions or as otherwise required by law. Therefore, you should carefully review your order before placing any order for goods and services through this website.

Change of Mind

If the product remains unopened and the packaging is intact, and you wish to return or exchange it, you may notify us within 14 days after the delivery date. You may return the product for a full refund, but you will be responsible for the round-trip shipping costs. Refunds may take up to 14 days to process.

If the product has been opened, used/connected, or installed, it will be deemed as used and will not be accepted for return. We appreciate your understanding.

Damaged Items

If the product you receive is damaged, you may notify us by phone or email within 14 days from the delivery date, providing detailed information about the issue. You do not need to return the item. You only need to provide the SN code on the packaging, and once we confirm that the product has a quality issue, we will send you a brand-new replacement.

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.

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

Free Standard Delivery: We offer free standard delivery on all smart lock orders shipped within Australia.

All packages are sent from our Melbourne warehouse via Australia Post or DHL and include a tracking number. You will receive an email with your tracking information once your order has been dispatched.

Processing and Delivery Times:

• Order Processing: Orders are processed and dispatched from our warehouse in approximately 3–5 business days. Orders placed on weekends or public holidays will be processed on the next business day.

• Estimated Delivery: After dispatch, delivery typically takes 2–8 business days, depending on your location.

Incorrect Address Information: Please ensure that all name and address information is entered correctly at checkout. If a package is undeliverable due to an incorrect address provided by the customer, you may be required to pay additional shipping fees for a second delivery attempt. We will not be held responsible for packages that fail to be delivered in these circumstances.

Shipping Delays: We do everything we can to ensure your order arrives on time. If your delivery is delayed due to unforeseen circumstances (such as carrier or public holiday delays), we will make every effort to notify you via the email address or phone number you provided.

Contact Us: For any questions regarding the status of your delivery, please contact our customer service team at 1300 845 945 or email us at info@atsmartlock.com.au.