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Warranty And Returns

Warranty Procedure

To ensure prompt processing for claims on Components deemed to be defective Opposite Lock ask that the following procedure be adhered too.  Failure to follow procedure could result in a delayed assessment of your warranty claim.

The installer or end user will be required to make contact with Opposite Lock Warranty department and inform them of the pending warranty. Once an approval number has been issued, the suspect product and relevant documentation (eg: copy of invoice and completed Opposite Lock Assessment Form) can be transported to Opposite lock.

Reimbursement for Labour costs will be covered only if the parts were originally fitted by Opposite Lock. Those claims for labour costs which are incurred by the end user for removal and refit when product were originally installed by the end user will not be entered into.

Furthermore, the costs incurred for freight for the return of the failed product or to replace failed product is the responsibility of the end user.

The Opposite Lock warranty officer will, at his discretion make a decision concerning the claim. The warranty officer will repair, modify or replace the defective component.

Excluded from warranty will be any item where breakage or premature wear has occurred due to incorrect installation or when components are fitted to mating parts which have unacceptable tolerances.

Returns Policy and Procedures

Opposite Lock will always endeavor to assist its customers in the event that an item needs to be returned as a result of a warranty claim or it needs to be returned for other reasons.

RETURN OF GOODS WHERE THE GOODS ARE DEFECTIVE

Where an item is defective, Opposite Lock requires that the Customer adhere to the following procedure:

  1. The customer must email warranty@oppositelock.com.au and briefly advise the nature of the issue and their purchase details, including the date purchased and the invoice number for the purchase.
  2. Opposite Lock will then reply by email with a return number and forward the Return Claim Form to be completed and signed by the customer before returning the goods.
  3. Opposite Lock will advise whether the goods should be returned to the store of purchase (or where the goods were purchased online) or to the nearest store.
  4. Where goods are found to be defective or require replacement under a manufacturer’s warranty Opposite Lock will replace those parts.
  5. Opposite Lock will not be liable for a refund of any fitting charges incurred except where the goods were fitted by an Opposite Lock store.
  6. The Customer is liable for all freight and delivery charges incurred in returning the goods to the store of purchase or the nearest store.
  7. Once Opposite Lock has had an opportunity to examine the faulty goods, Opposite Lock will make a determination (at its discretion) as to whether it will or will not directly replace the goods or whether the matter will be referred to the manufacturer for claim under the manufacturers’ warranty.  Where the matter is referred to the manufacturer Opposite Lock will establish contact between the customer and the manufacturer and will do all it reasonably can to assist the customer in resolving their warranty claim.
  8. Where the item is repairable Opposite Lock may, at its complete discretion, elect to repair rather than replace the item.

Failure to follow the returns procedure could result in a delayed assessment of your warranty claim.

No return or replacement will be permitted where breakage or premature wear has occurred as a result of incorrect installation or when components are fitted other than in accordance with the manufacturer’s specifications of (in the opinion of Opposite Lock) in circumstances that result in unacceptable load on the goods.

RETURN OF GOODS FOR CREDIT

We accept the return of goods and provide a full refund as required by the Trade Practices Act where the goods:

  • are defective or
  • differ from the advertised description or
  • are not fit for purpose.

In circumstances other than the above, returns for credit will only be accepted under the following conditions:

  • approval prior to their return has been obtained from us and a return approval number has been obtained
  • the return is accompanied with written advice of the return approval number and the invoice number of the original sale
  • the goods are unused and in as sold condition, including packaging. Where the packaging requires replacement a 15% repacking fee and return processing fee is payable when approval for the return is given by us
  • freight charges included in the original sale are excluded from the refund

RETURN OF GOODS FOR CREDIT OR REFUND

We accept the return of goods and provide a full refund as required by the Trade Practices Act where the goods:

  • are defective; or
  • differ from the advertised description; or
  • are not fit for purpose.

To lodge a claim for any of the above reasons please follow the procedure outlined above for a warranty claim. 

Once the claim is approved Opposite Lock will provide you with a refund either to your nominated bank account or where the transaction was processed by credit card, by way of a refund to your credit card.

We are not required to provide a refund simply because you have changed your mind.  However, we understand that in some circumstances (other than the above) you may wish to return an item because it does not fit or is not appropriate.  Returns will only be accepted in these circumstances for store credit.  The return will only be accepted under the following conditions:

  1. The customer must contact the store of purchase or where purchased online email returns@oppositelock.com.au.
  2. The customer must receive approval from Opposite Lock to return the goods.  Approval will be in the form of a return approval number.  Where this number is issued by an individual store the goods must be returned directly to the store.  Where the goods were purchased online and the number is issued through the online department, instructions will be provided to the customer for the return of the goods at the customers cost.
  3. For the return to be processed the Customer must return:
  • The goods in unused and as sold condition, together with all packaging.
  • The original invoice
  • The return approval documentation (print out of copy emailed to the customer is acceptable)

The goods and documentation must be returned to the location nominated on the Returns Approval.  Where practicable, goods will be able to be returned to a local store.  However, Opposite Lock, in its complete discretion, may require the goods to be returned to its head office or warehouse, at the customers cost.

Where Opposite Lock is required to replace the packaging a 15% repacking fee and return processing fee will be deducted from any credit provided by Opposite Lock.

No refund will be provided for freight charges included in the original sale.

Where the customer has any concerns in relation to the procedures to be followed the customer should call Opposite Lock on 1800 624 444 and we will assist you with the procedures.