Exchange, Returns, and Refunds Policy
Please choose carefully before you buy.
For faulty products, Souter (Wide Bay) Locksmiths & Security Agents offer a 14 DAY REPLACEMENT WARRANTY, from the date you receive your product. They do not offer a satisfaction guarantee on any of their products, however due to their high level of customer service, they will always endeavour to keep customers happy and satisfied.
If your product is faulty, it will be replaced with an identical product. If they cannot replace the product, they will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.
Please note: Standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.
When returning your product, please make sure you provide the following details:
- Your full name
- Your order number
- Reason why you are returning the product
- Your instructions informing us how you would like the issue resolved.
Please include the original order confirmation or invoice you received with your product. Also, if you haven't previously provided a contact phone number, please include this with your return. This will ensure the issue is resolved quickly, should anyone need to contact you.
Customer Service Policy
Souter (Wide Bay) Locksmiths & Security Agents is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
Shipping and Delivery Policy
Products are delivered Australia wide using Australia Post (Registered Post). Shipping costs are influenced by the size and weight of the product and your location, exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout.
Orders are dispatched within 2 business days and shipping times are estimated at between 3-10 business days depending on your location within Australia. Please be aware deliveries outside of metropolitan areas may take longer. This service will require your signature when the parcel is delivered. If you are not available at time of delivery, a card will be left for you to collect your parcel from the nearest Post Office.
