Legal / 02
Return & Refund Policy
Last updated: 8 October 2026
This policy sets out when you are entitled to a refund, return, or remedy for hardware supplied or work performed by ATLAS Lock & Key. It operates alongside, and does not limit, the guarantees that cannot be excluded under the Australian Consumer Law.
1. Workmanship guarantee
All mechanical locksmith workmanship carries a 30-day guarantee from the date the work is completed. If a fault arises from our installation or workmanship within that period, we will return and remedy it at no charge.
2. Hardware returns
Locks, safes, and hardware supplied by us may be returned within 14 days of purchase, provided the product is unused, in its original packaging, and has not been keyed or cut to a specific code. Because keyed-to-code, restricted, and cut-to-fit products are custom-made to your order, they are not eligible for change-of-mind returns unless they are faulty.
3. Faulty products
If a product we supply is faulty or not of acceptable quality, you are entitled to a repair, replacement, or refund as set out in the Australian Consumer Law. Contact us with proof of purchase and we will assess the product and arrange the appropriate remedy.
4. Change of mind
We are not obliged to provide a refund or exchange if you simply change your mind about a standard product, but where the product is unused and re-saleable we will do our best to accommodate a return or exchange, less any restocking fee applied by the manufacturer.
5. Emergency and call-out fees
Call-out and attendance fees cover the dispatch and on-site assessment of a technician. Where a fault is caused by our workmanship we will not charge to return and rectify it. Where no fault exists in our work, standard call-out fees apply for any return visit.
6. How to request a return or refund
Contact us with your invoice or job number and a description of the issue. We will assess the claim and, where applicable, arrange collection of the product and process your refund to the original payment method within a reasonable timeframe.