Refund & Return Policy

Central Locksmiths Gold Coast stands behind the quality of our workmanship and the hardware we supply. This policy sets out how returns, refunds and remedies work for both products and services, and should be read together with our Australian Consumer Rights statement.

Consumer guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Where there is a major failure with a service, you are entitled to cancel the service contract and to a refund for the unused portion, or to compensation for its reduced value. Where there is a minor failure, you are entitled to have the failure remedied at no cost to you.

Hardware returns

Locks, cylinders, smart locks and other hardware may be returned within 30 days of purchase, provided that:

• The item is in its original, unopened and untampered packaging;
• The item has not been installed, keyed or cut to a specific configuration;
• You can provide proof of purchase; and
• The item is not a special-order or custom-manufactured product.

Keys cut to your specification are custom items and are non-refundable unless the key is faulty or has been cut incorrectly by us.

To return hardware, contact us at admin@centrallocksmithsgoldcoast.com to arrange the return. Approved refunds are processed to the original payment method within a reasonable timeframe.

Service and labour

Installation labour is non-refundable once a service has been completed to the technical specifications agreed upon. If you believe a service has not been performed with due care and skill, or does not meet a consumer guarantee under the Australian Consumer Law, contact us and we will assess the matter and arrange a remedy — which may include re-performing the work at no additional cost.

Emergency call-outs

Call-out and attendance fees cover the cost of dispatching a technician to your location. Where a technician attends and is unable to complete the work due to circumstances outside our control (for example, incorrect authority to access a property), the call-out fee may still apply. We will always explain this before proceeding.

Change of mind

We are not obliged to provide a refund or exchange if you simply change your mind about a product or service. However, we will consider each situation reasonably and may offer an exchange or remedy at our discretion where it is practical to do so.

How to request a refund or remedy

To request a refund, return or remedy, contact us with your proof of purchase and a description of the issue. We will assess the request and respond within a reasonable timeframe. Contact us at admin@centrallocksmithsgoldcoast.com or (07) 2114 6128.