Refund policy
Return Window
We have a 30-day return policy. This means you have 30 days from delivery (or collection) to request a return.
Return Eligibility
To be eligible, items must be unused and uninstalled, in original packaging, with all parts, and in re-sellable condition. You’ll also need proof of purchase.
How to Start a Return
Email us at securitycentre@lockmart.com.au to request a return. Please don’t send items back until your return is approved.
Approved returns are sent to:
Lockmart
18 Young Street
Frankston VIC
If your return is accepted, we’ll send return instructions. Items sent back without approval won’t be accepted.
Damages, Faults & Incorrect Items
Please inspect your order on arrival/collection. If an item is faulty, damaged, or incorrect, contact us immediately so we can fix it. Where the issue is on Lockmart’s side, we’ll cover return shipping and sort it urgently.
Non-Returnable Items
Some items can’t be returned, including:
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Labour or services (e.g. rekeying, key cutting)
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Made-to-order / special order items
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Gift cards
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Sale items
Change of Mind Returns & Fees
For change-of-mind returns, the customer is responsible for return shipping. Some suppliers charge us restocking fees, which may be deducted from your refund:
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Assa Abloy products: 20% restocking fee
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Southern Design Group (Iver, Tradco): 20% restocking fee
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Allegion (Schlage, Gainsborough): 20% restocking fee
Other brands are assessed case-by-case.
We cannot accept returns on installed products. If items are returned missing parts or not in re-sellable condition, we may refuse the refund or apply a higher restocking fee.
Exchanges
The fastest way to exchange is to return your item (once approved), then place a new order.
Refunds
We’ll notify you once we’ve received and inspected your return. If approved, refunds are processed back to your original payment method within 10 business days (your bank may take additional time). If it’s been more than 15 business days since approval, contact securitycentre@lockmart.com.au.