Returns

Returns or Exchanges for Change of Mind

Please select your items carefully, as fees and charges do apply due to a 'change of mind'. This includes situations where products are not compatible with your specific door type or other circumstances particular to your situation. We strongly recommend using our expert locksmith recommendation service.

Fees and Charges:

1. • Restocking Fee: 20% of goods selling price deducted from refund
   • For free shipped goods : $30 deducted from refund
   • For paid shipped goods : Original shipping charge deducted from refund

    WAIVER/REDUCTION OF RESTOCKING FEE

   Subject to the "Return Process" and "Upon Receipt of Returned Goods" below, the restocking fee may be waived or reduced in the following circumstances:

   1) WAIVED: items purchased based on recommendations provided through our expert locksmith recommendation service.

   2) REDUCED TO 10%: items returned in exchange for other products purchased from Terry's, subject to the 'Returns Process' and 'Upon Receipt of the Returned Goods" below.

2.  

   Returns Procedure:

   1. • Products returned for credit or exchange, other then those returned for product warranty purposes, must be in their original condition, including the box the product is packaged in. Any rips and tears in the packaging make the product unsuitable for resale, and therefore not elegible for refund. 
      • All return shipping costs are the responsibility of the customer.
      • We recommend using postal tracking and insurance for returned items, as we cannot be held liable for any products lost in transit
      • Please do not affix postage labels directly to the product packaging; instead, use a separate bag or box for return shipping.
      • Return packages must include your purchase details for identification.
      • All returns should be sent to:

      Terry's Locksmiths

      2 Prosper Cres Burleigh Heads QLD, 4220

   Upon Receipt of the Returned Goods:

   Terry's will perform a quality check on the returned items. If the product, and the box the product is packaged in, are in their original condition and returned in accordance with this policy, we will issue a refund for the product value less the aforementioned restocking fee, excluding any shipping costs associated with the original order, or provide a credit note, within 14 business days.

   This policy specifically pertains to returns made for a change of mind.

   Other Returns:

   For issues related to product quality or incorrect supply, please contact us directly.

   Please note that our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for any major failure, as well as compensation for any other reasonably foreseeable loss or damage. Additionally, you have the right to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not constitute a major failure.

   Terry's Tradies Pty Ltd