Auslock Novo N25

Auslock Warranty

All Auslock products purchased through Terry’s Tradies Pty Ltd (trading as Terry’s Gold Coast Smart Locks and its associated websites and subsidiaries) are backed by a 12-month limited manufacturer’s warranty. If something isn’t right, contact us first � we manage all warranty assessments on your behalf and will work with you to get it resolved.

Warranty Summary

How to Make a Claim

For full returns and warranty claim procedures, visit our Returns & Warranty page � this is kept up to date and is the authoritative reference for current claim steps.

1. Contact Terry’s Tradies Pty Ltd at your original place of purchase with a description of the fault.
2. Have your proof of purchase ready (receipt or order confirmation).
3. Provide clear photos and/or video of the defect � this is required before any assessment can begin.
4. We may ask you to complete troubleshooting steps or a technical support form before the item is returned. Do not send the product back without our written approval.
5. If the claim is approved, we will arrange the next steps with you directly � including return freight where applicable.

Please note: Warranty claims must be lodged with Terry’s Tradies Pty Ltd at your original place of purchase. Products purchased from another retailer or website cannot be accepted for warranty assessment through us. Third-party costs � including locksmith fees, call-out charges, and reinstallation costs � are not covered under this warranty unless agreed to in writing.

What the Warranty Doesn’t Cover

The following are not covered under the Auslock manufacturer’s warranty:

• Incorrect or improper installation
• Door or frame misalignment
• Incorrect mortise, latch, or backset selection
• Installation on doors outside the product’s specifications
• Environmental exposure beyond the product’s stated IP rating
• Water ingress not consistent with the product’s IP rating
• Power surge, fire, flood, lightning, or other natural disaster
• Cosmetic damage or normal wear and tear
• Battery misuse or leakage
• Forced entry, vandalism, or tampering
• Unauthorised modification
• Use of non-Auslock components
• Commercial or high-traffic use (unless approved in writing)

Rechargeable battery products (Models A01, A02, A03, A519, A619): Battery-related damage is excluded where a non-certified charger, fast charger, incorrect voltage (outside 5.2V / 2A), third-party battery, or unsuitable charging environment has been used.

Change-of-Mind Returns

Change-of-mind returns are accepted at our discretion and subject to the manufacturer’s return conditions. If you’ve changed your mind, contact us within 14 days of receiving your order and we’ll let you know if a return is possible and what applies.

To be eligible, products must be:

• Unused and uninstalled
• Not powered on, activated, paired, programmed, or configured in any way
• In original, fully sealed condition with all packaging, accessories, and components

Where a return is approved, a 20% restocking fee applies and return shipping is at your cost. Products that have been installed, powered on, or had any credentials registered are not eligible for return.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes your rights under the ACL.

Further Information
Returns & Warranty � Terry’s Gold Coast Smart Locks
Browse all Auslock products
Auslock manufacturer’s warranty & returns policy