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Returns & Warranty

Overview

Before any goods may be returned you must call or email our Customer Service team for authorisation of a case number.

Goods must be returned by and at the Customer’s expense in their original undamaged packaging (unless the goods are the subject of a warranty provided by ASSA ABLOY Australia or do not meet any applicable consumer guarantees provided by the ACL (to the Customer)).

A copy of the original invoice for the goods must be included in the package, and the Case Number must be clearly marked on the outside of the box or other packaging in order for goods to be accepted. 

Goods returned without a Case Number may not be accepted by our warehouse staff. The issue of a Case Number and acceptance of returned does not constitute acceptance of the Customer’s claim for return.

In order to protect your return from damage during delivery, please ensure strong external packaging is used. For all change of mind returns, the returnee will be responsible for the postage costs. We recommend that you obtain proof of postage to track your return, as ASSA ABLOY cannot accept responsibility for items lost in transit during the delivery process.

Once returns are received by our warehouse, and the refund finalised, within three - five working days the funds will be returned to the same account in which the transaction was originally charged.

  • 1. Change of mind returns

    If you wish to return an item because you have changed your mind about your purchase, ASSA ABLOY will offer you a refund provided that:

    • you return the item within 30 days of purchase;
    • you produce your original ASSA ABLOY Shop Opening Solutions online tax invoice or other adequate proof of purchase when returning the item;
    • the item has not been installed, used or damaged in any way including that:
      • it is in its original packaging, including instruction manuals and all accessories; and
      • it is unworn, unopened, unused and in its original condition; and

    Any rights you have under this change of mind policy in relation to your ASSA ABLOY product are in addition to any rights you may have under the Australian Consumer Law.
    Once finalised, within three - five working days the refund will be returned to the same account in which the transaction was originally charged.

    All Change of Mind refunds are issued at the discretion of ASSA ABLOY. We reserve the right to refuse a refund for a Change of Mind request if it does not comply with these conditions. In the event of a change of mind, Delivery Charges and Installation charges will not be refunded.

    ASSA ABLOY is not responsible for postage costs associated with returned goods, except in cases where the items have been recalled or you are entitled to a remedy under the Australian Consumer Law.

    Please refer to the Returns Process Detailed below for details on requesting a return.

  • 2. Exchanges

    Unfortunately, we can't offer item-for-item exchanges on purchases just yet. ASSA ABLOY Australia will be happy to provide you with a full product refund on returns that meet all the necessary conditions under our returns and warranty policies. If you require some extra help with a return, our Customer Service team can assist.

  • 3. Faulty

    If your product has not met expectations or you require further assistance, please call or email our Customer Service team.

    All ASSA ABLOY products come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

    If there is a problem with an item you have purchased from ASSA ABLOY you can return it to us. Upon assessment, ASSA ABLOY will offer a full refund or replacement if there is a major problem with the item.  We may offer a repair or replacement if the problem is not major.

    You must provide us with your proof of purchase (e.g. your receipt, online Tax Invoice, Credit Card or Bank Statements).  Any refund will be provided via the same method of payment as the original purchase.

    Please refer to the Returns Process Detailed below for details on requesting a return.

Call or email our customer service team for case number.

Pack and Label your return
In order to protect your return from damage during delivery, please ensure strong external packaging is used.

A copy of the original invoice for the goods must be included in the package, and the case number must be clearly marked on the outside of the box or other packaging in order for goods to be accepted.

Drop your parcel off at your local post office.

We recommend that you obtain proof of postage to track your return.

For all change of mind returns, the returnee will be responsible for the postage costs.

Allow time for your parcel to reach us and for your refund, repair or replacement to be processed.

Once returns are received by our warehouse, and the refund finalised, within 3-5 working days the funds will be returned to the same account in which the transaction was originally charged.

Refunds

Once finalised, the refund will be returned to the same card in which the transaction was originally charged within 3-5 working days.

Cancellations

If you wish to cancel an order that has not yet been despatched, please call or email our Customer Service team.

We will endeavour to honour all requests, however please note that a cancellation can only be issued if the goods are not yet despatched.

Once finalised, within 3-5 working days the refund will be returned to the same account in which the transaction was originally charged.

Warranty