Refund policy

Returns and Refund Policy

We want you to be confident that you are purchasing the correct product for your door and application. If you are uncertain about compatibility, please contact Twelve Access before ordering and provide photographs and measurements of your existing door hardware.

Change-of-Mind Returns

We accept change-of-mind return requests made within 15 days of delivery.

To qualify for a change-of-mind return, the product must:

• Be unused, uninstalled and in its original condition
• Include all original packaging, accessories, instructions and components
• Be suitable for resale as a new product
• Be accompanied by proof of purchase

Customers are responsible for the cost and risk of returning change-of-mind items. Original delivery charges are not refundable.

Products that have been installed, used, damaged or altered cannot be returned for change of mind. Custom-configured, modified or specially ordered products are also excluded from change-of-mind returns.

Please do not send products back without authorisation. Contact hello@twelveaccess.com first to request a return and receive the correct return instructions and address.

Incorrect, Damaged or Faulty Products

Please contact us as soon as possible if your order arrives damaged, is incorrect or appears to be faulty. Email hello@twelveaccess.com with your order number, a description of the issue and relevant photographs or video where appropriate.

We will assess the product and provide an appropriate remedy, which may include repair, replacement or refund. Where required by applicable consumer law, Twelve Access will cover reasonable return costs.

Compatibility and Installation

Smart-lock compatibility depends on the door, lock, cylinder, dimensions and existing hardware. Customers are encouraged to contact Twelve Access before ordering if they are unsure about compatibility.

A product is not considered faulty solely because it is incompatible with a customer’s door or existing hardware when the product was supplied as ordered. However, this does not limit any rights where Twelve Access provided incorrect compatibility advice based on accurate information supplied by the customer.

Refunds

Approved refunds will be returned to the original payment method. Processing times may vary depending on the payment provider or financial institution.

Consumer Guarantees

Our products come with guarantees that cannot be excluded under applicable consumer law. Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law and, where applicable, the New Zealand Consumer Guarantees Act.

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