At Trojan Smart Locks (https://trojansmartlocks.com.au), we aim to provide high-quality smart lock products and excellent customer service. If you are not fully satisfied with your purchase, please review our refund and return policy below.
RETURNS
You may request a return within 14 days of receiving your order.
To be eligible for a return:
– The item must be unused and in its original condition
– The item must be in original packaging with all accessories included
– Proof of purchase (order receipt) is required
We reserve the right to reject returns that do not meet these conditions.
NON-RETURNABLE ITEMS
The following items cannot be returned:
– Installed or used smart locks
– Products damaged due to improper installation or misuse
– Customized or special-order products
– Clearance or sale items (if specified)
REFUNDS
Once we receive and inspect your returned item:
– We will notify you of the approval or rejection
– If approved, your refund will be processed within 5β10 business days
– Refunds will be issued to the original payment method
Shipping fees are non-refundable unless the return is due to our error.
EXCHANGES
We only replace items if they are:
– Defective
– Damaged upon delivery
If you need an exchange, contact us at support@trojansmartlocks.com.au with photos of the issue.
DAMAGED OR DEFECTIVE PRODUCTS
If your product arrives damaged or faulty:
– Contact us within 48 hours of delivery
– Provide photos or videos as proof
We will arrange a replacement or full refund at no additional cost.
RETURN SHIPPING
– Customers are responsible for return shipping costs unless the item is defective or incorrect
– We recommend using a trackable shipping service
– We are not responsible for lost return shipments
ORDER CANCELLATION
Orders can be cancelled:
– Within 12 hours of placing the order (before dispatch)
Once the order has been shipped, cancellation is not possible.
LATE OR MISSING REFUNDS
If you havenβt received your refund:
– Check your bank account again
– Contact your payment provider
– Processing times may vary depending on your bank
CONTACT US
For any return or refund requests, please contact:
Email: support@trojansmartlocks.com.au
Website: https://trojansmartlocks.com.au
Please include your order number and details of your request for faster processing.