Returns & Refunds

Last updated: 3 August 2026

This policy sits alongside your rights under the Australian Consumer Law. It does not replace or reduce them.

Faulty or unsuitable hardware

If hardware we supplied is faulty, not fit for the purpose we recommended it for, or does not match what we described, you are entitled to a remedy. For a major failure, you may choose a refund, a replacement, or compensation for the drop in value. For a minor failure, we will repair or replace the item within a reasonable time at no cost to you.

• Contact us by phone or email with your invoice number and a description of the fault
• Where practical, send a photo so we can bring the right parts
• We assess the item, on site or at our premises, at no charge
• Where the failure is ours or the manufacturer's, we do not charge a callout for the return visit

Change of mind

We are not required to provide a refund for change of mind, and generally we do not. Where hardware is still in its original unopened packaging, has not been installed, is in resaleable condition and is a stock item we carry, we may accept a return within 14 days of purchase. A restocking fee of up to 20% may apply, and the original callout and labour charges are not refundable because that work was performed.

Non-returnable items

• Cut keys and keys cut to a restricted profile
• Rekeyed or repinned cylinders
• Special-order or custom-made hardware
• Installed hardware that is not faulty
• Restricted key system components tied to your key chart

These exclusions do not apply where the item is faulty or not as described.

Services

Services are guaranteed to be performed with due care and skill. If work we performed is defective, tell us and we will re-attend and put it right. If we cannot, or the failure is major, you may be entitled to a refund of the affected portion of the charge.

A callout fee is charged for attendance and diagnosis. It remains payable where you decline the quoted work, where entitlement to access cannot be established, or where nobody is present at the agreed time.

Cancellations

• Before dispatch: no charge
• After dispatch or on arrival: callout fee payable
• Special-order hardware already purchased for your job: payable in full

How refunds are paid

Approved refunds are paid to the original payment method within 10 business days of agreement. Where the original method is unavailable, we refund by bank transfer to an account in the payer's name.

Proof of purchase

Keep your tax invoice. We can reissue one from our records if you have lost it - email admin@pvemergencylocksmith.com with the job address and approximate date.

Contact

PV Emergency Locksmith, 37-39 Essex Street, Pascoe Vale, VIC 3044. Phone +61 3 7047 9429 or email admin@pvemergencylocksmith.com.