All our products are covered with a 180 days protected warranty from the date of installation. Should you detect a fault on any lock or key we have supplied within the warranty period, we would be obliged to offer a full replacement or repair service at no charge.
Once the installation is completed, all customers are provided with a warranty certificate number, which is unique to every customer.
TERMS AND CONDITIONS OF YOUR WARRANTY
Please note that we are only obliged to attend if you detect a fault on any parts we have supplied. Environmental changes causing a misalignment, movement or expansion on the internal/ external wooden frame of your property or shifting your door is not covered within our warranty service.
A frequent complaint we receive is “stiff keys” or a “non-responsive lock”, but once we investigate this further, the reason behind the problem is very often and commonly caused by the wood expanding, which is usually influenced by the weather or the internal temperature of the building/property. We determine this by testing the locks and keys whilst the door is in an open position. Following our inspection, if the lock and keys work fine without any tension or resistance, we can very quickly establish that the reason for the fault is due to the aforementioned and therefore does not fall within our service guarantee.
Should it be discovered that a fault indeed is with any of the parts we have supplied, you will be issued with full replacement at no charge. However, if no fault on parts were found and remedial repairs are needed to fix the issue at hand, fees will apply depending on the work required.
Emergency assistance during operating hours or after hours is not covered within your 180 days warranty. Should you insist for emergency assistance, our out of hours fees will apply to cover the costs of our emergency contractors to attend. However, if you notice a fault with any part(s) we have supplied (within the 180 day warranty period) during our office hours 9.30am – 5.30pm, one of our service personnels will attend within this time to investigate the situation.
Although, we appreciate you may be experiencing a frustrating time due to the unexpected disruption to your day, we cannot provide a specific time within during our hours of operation to attend, but rest assured we will be working closely with our team to ensure assistance is provided to you as quickly as possible.
If you have any further questions, please do not hesitate to Contact Us.