Returns & Consumer Guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. For minor failures, you may ask us to remedy the failure within a reasonable time; if we do not, you may be entitled to a refund or other remedy.

Where we supply a physical product (a lock, deadbolt, safe or key), the consumer guarantees under the ACL apply to that product. If a product we supply is faulty or not of acceptable quality, we will repair, replace or refund it as appropriate under the law. Please contact us as soon as you become aware of an issue.

Keys cut to a specific code, keyed-alike sets, and restricted key systems are made to order. Because they are customised to your lock, a refund is not available for these items where they have been correctly made to the specification provided — however, the consumer guarantees still apply to the quality of the work and materials.

A callout fee covers travel and attendance. Where we attend and the work cannot be completed for reasons outside our control (for example, the lock has been drilled by another party, or access is refused), the callout fee remains payable. Where we cannot complete the work due to an error on our part, we will return to complete it at no additional callout charge.

To request a repair, replacement or refund, contact us at admin@jacoblocallocksmith.com or on +61 7 2114 6106. Please have your job details ready so we can identify the work and respond promptly.

Where available, please provide the invoice or receipt we issued. If you no longer have it, we can usually locate the job from your address and the date of service.

Approved refunds are returned using the same method you used to pay, generally within a reasonable period of the approval. We will tell you the expected timing when we confirm your refund.