The customer shall inspect the Goods on delivery and shall within fourteen (14) days of delivery notify Lockwise of any alleged defect, shortage in quantity, damage or failure to comply with the description.
The customer shall afford Lockwise an opportunity to inspect the item(s) within a reasonable time following delivery if the customer believes the items are defective in any way. For defective items Lockwise’s liability is limited to replacing the item or repairing the item. Returns will be accepted provided that the Lockwise has agreed to accept the return of the item and the item(s) are returned at the customer’s cost within fourteen (14) days of the delivery date. Lockwise will not be liable for items which have not been stored or used in a proper manner. The items need to be returned in the condition in which they were delivered with all packaging material, brochures and instruction material in as new condition as is reasonably possible in the circumstances. Lockwise may (in its discretion) accept the return of items for credit but this may incur a handling fee of fifteen percent (15%) of the value of the returned Goods plus any freight.
If you need to return an item, please read this information to ensure your return is handled correctly, and then contact Lockwise customer service at 06 878 9998
The vast majority of orders at Lockwise are delivered smoothly, but understandably from time-to-time things go wrong and you may need to arrange a return. In most cases you must contact Lockwise within 7 days after receipt of your items if there is a problem. The following information should help you determine what’s covered.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we will replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Lockwise. Lockwise will cover shipping fees and process your refund or replacement within 2–3 days of receiving your item.
The item I ordered was damaged in transit
If your item was damaged between leaving the Lockwise warehouse and arriving at your delivery address, you will receive a full refund or replacement. Our designated Courier will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to one week. Please note that for your claim to be accept you must retain the original packaging for your item(s), and the original packaging material used to deliver your order.
The item I ordered arrived faulty or didn’t work as intended
Please arrange with Lockwise to return the item for testing. If we confirm that the item was damaged before leaving the Lockwise warehouse, or was faulty out of the box, your item will be repaired or replaced by Lockwise free of charge. A refund may also be offered in some circumstances.
The item I ordered did not arrive
If your item did not arrive the first thing to do is request a “track and trace” on your item from Lockwise, please call 06 878 9998.
Regrettably, Lockwise nor our designated Courier are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property. If you are concerned about leaving your items un-attended we recommend using the “signature required” option that is presented in the Checkout.
I’ve changed my mind and no longer want the item I ordered
Change of mind returns can be processed as long as the item is unopened, in mint condition and returned within 7 days. The shipping for the return will be at the cost of the buyer. Once we have the item in hand we will assess the item and if everything checks out OK you will receive an account credit to spend at Lockwise.
I’ve had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to. Please note the repair of items can take between 2–6 weeks.
Lockwise is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us at 06 878 9998