Terms of service

Terms of Service

Overview

This website is operated by Twelve Access Group. Throughout this website, the terms “we”, “us” and “our” refer to Twelve Access Group.

By visiting our website or purchasing from us, you agree to these Terms of Service. Please read them carefully before using the website or placing an order.

Products and Information

We make reasonable efforts to ensure product descriptions, images, specifications, compatibility information, pricing and availability are accurate. Product colours and appearance may vary depending on screens, lighting and manufacturing variations.

We may update product information, pricing or availability without notice. We reserve the right to correct errors or omissions and to cancel or amend an order affected by an obvious pricing, description or availability error. If payment has already been taken for a cancelled order, the relevant amount will be refunded.

Smart-Lock Compatibility

Compatibility depends on the door, lock case, cylinder, dimensions, existing hardware and intended application. Customers are responsible for checking compatibility before installation.

If you are unsure whether a product will suit your door, contact hello@twelveaccess.com before ordering and provide clear photographs and measurements. Any recommendation we provide relies on the accuracy and completeness of the information supplied by the customer.

Orders

An order confirmation acknowledges that we have received your order but does not necessarily constitute final acceptance. We may decline or cancel an order where a product is unavailable, payment cannot be verified, delivery is not possible or an error has occurred.

To request an order cancellation or change, contact us as soon as possible. We cannot guarantee that an order can be changed or cancelled after processing or dispatch has commenced.

Pricing and Payment

Prices are displayed in Australian dollars unless otherwise stated. Australian consumer prices include GST where applicable.

Payment must be completed using one of the payment methods available at checkout. Orders may be held until payment has been successfully authorised or cleared.

Shipping and Delivery

Shipping services, charges and estimated delivery times are provided during checkout or in our Shipping Policy. Delivery estimates are not guaranteed and may be affected by events outside our reasonable control.

Customers must provide complete and accurate contact and delivery information.

Installation and Use

Products must be installed, configured and used in accordance with the manufacturer’s instructions and any applicable laws, building requirements or fire-safety requirements.

Some products may require installation or assessment by a qualified locksmith, door-hardware professional, electrician or other suitably qualified tradesperson.

Twelve Access is not responsible for damage caused by incorrect installation, unauthorised modification, unsuitable door hardware, misuse, failure to follow instructions or work performed by a third party, except where liability cannot lawfully be excluded.

Smart Features and Third-Party Services

Some product functions depend on mobile applications, Bluetooth, Wi-Fi, internet access, cloud services, compatible hubs, third-party platforms, subscriptions or software updates.

Third-party services and integrations may be changed, interrupted or discontinued by their providers. Twelve Access does not control those services and cannot guarantee their permanent availability or compatibility.

Returns, Faults and Consumer Rights

Returns are managed in accordance with our Returns and Refund Policy.

Our products come with guarantees that cannot be excluded under applicable consumer law. Nothing in these Terms excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law and, where applicable, the New Zealand Consumer Guarantees Act.

Intellectual Property

Website content, including text, graphics, logos, images, videos and design elements, is owned by or licensed to Twelve Access Group unless otherwise stated. Content must not be copied, reproduced, distributed or commercially used without permission, except as allowed by law.

Acceptable Use

You must not use this website:

• For unlawful, fraudulent or harmful purposes
• To transmit malicious code or interfere with website security
• To infringe intellectual-property or privacy rights
• To submit false, misleading or unauthorised information
• To attempt to gain unauthorised access to the website, accounts or systems

Privacy

Personal information is handled in accordance with our Privacy Policy. Shopify and other service providers may process information required to operate the website, complete payments and fulfil orders.

Limitation of Liability

To the maximum extent permitted by law, Twelve Access is not liable for indirect, incidental, special or consequential loss arising from use of the website, products or third-party services.

Where liability cannot legally be excluded but can be limited, our liability will be limited to the remedies permitted by applicable consumer law.

Changes to These Terms

We may update these Terms from time to time. The version published on this website at the time of an order will apply to that order, together with any mandatory legal rights.

Governing Law

These Terms are governed by the laws of Victoria, Australia. This does not remove any mandatory rights that apply to customers in another jurisdiction.

Contact

Questions about these Terms should be sent to:

Twelve Access Group
hello@twelveaccess.com