RETURNS & REFUND POLICY
Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). In accordance with the ACL if the Products fail to meet a consumer guarantee:
- Where the problem is minor, we can choose to repair, replace, or refund the product; and
- Where there is a major failure, you can choose to reject the products and either choose a refund or replacement or ask us for compensation for any drop in value of the products.
Wynns Locksmiths will accept product returns and provide you with a refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match the sample or our description; and
- You can present your invoice or other adequate proof of purchase.
Wynns Locksmiths may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Wynns Locksmiths reserves the right not to offer an exchange voucher, refund, or repair where the item fault is a result of misuse or neglect.
INSPECTION OF GOODS
When your products arrive, you must fully inspect all products to ensure the products meet their disclosed specifications, are free of damage, and are of acceptable quality. At times, products may damage in transit to you. In these cases, we will comply with our obligations under the ACL. If Products are faulty upon inspection after delivery, we require that you notify us by calling our service department on (03) 9495 1122 within 7 days of the date of delivery, so we can address your queries as soon as practical.
Products cannot be returned unless they are faulty, or the return is otherwise required by the ACL. Regardless of that, we may accept the return of undamaged products (other than Non-Stocked Products) for change of mind. In such cases where we choose to accept a return the products being returned, must be in their original condition and packaging and returned within 30 days from the date of delivery. Liability for all consequential costs associated with the return of products for a credit or refund, including transportation costs is your responsibility.
Other than in accordance with the ACL, if in a particular case we choose to accept a return of products by you and provide you with a refund, a restocking fee equal to 25% of the original purchase price of the returned products may be deducted from any credit note or refund.
Unless the Non-Stocked Products are faulty or a refund is required by the ACL, we will not exchange, refund, or provide a store credit for Non-Stocked Products. If you have a Non-Stocked Product that requires repair, our standard repair service billing rates will apply.
We will make any required refunds by electronic funds transfer or direct debit only. No cash refunds will be given at any store location in any circumstances. Online purchases returned to a store by you, will be refunded by the original payment method where possible.
Products (other than where the consumer guarantees under the ACL apply) returned for credit, exchange or refund must be returned in "as new" condition, including all accessories originally supplied by the manufacturer, including resalable packaging.
If you need to return products to us for any reason, you must first contact us on 03 9495 1122 to arrange a return authorization that will detail the reasons why you are returning the products. You will need to provide us with proof of purchase. Products returned to us without a return authorization will be returned to you at your expense.
Please note that if no proof of purchase is available, no refund, repair, or exchange can be given other than if required under the ACL.
In some cases, refunds may not be possible where a product:
- is not stocked by us;
- has been fitted;
- is returned that is not in a saleable condition;
- is returned incomplete, including all fixing screws and accessories that are included by the manufacturer and any customer should reasonably expect to be supplied with the product;
- that has been modified, altered, or damaged in any way; and
- has been used in a manner that it was not intended or designed for.
Wynns Locksmiths will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim. Upon return receipt of items for a warranty claim, you can expect Wynns Locksmiths to process your warranty claim within 7 days.
Once the warranty claim is confirmed, you will receive the choice of:
- refund to your payment method
- a refund in-store credit
- a replacement item sent to you (if stock is available)