Last updated: 22 October 2026

This policy applies to orders placed at proshieldau.com with ProShield Security (ABN 48 613 124 254). It does not limit your rights under the Australian Consumer Law.

Change-of-mind returns

• You can request a change-of-mind return within 30 days of delivery.
• Items must be unused, uninstalled and complete, with all parts, keys, cards and accessories. You may open the box to inspect the product.
• Any launch accessories included with your order must be returned with the lock.
• For a Guardian + Mini package, both locks must be unused and uninstalled.
• You pay the return postage. We do not charge a restocking fee, and we do not deduct the delivery cost of your original order.

How to start a return

Email info@proshieldau.com or call 0432 831 893 with your order number before sending anything back. We will confirm the return address and what needs to be included. Please use a tracked service.

Refunds

Once we receive and check your return, we process approved refunds to your original payment method within 10 business days. Your bank or card provider may take extra time to show the refund.

Installation and extended warranty

To change or cancel a professional installation booking, contact us before the visit. If you return a lock under this policy, any extended warranty bought for that lock is refunded with it.

Faulty, damaged or incorrect items

If your item arrives damaged, is faulty or is not what you ordered, contact us as soon as possible. We will arrange a repair, replacement or refund as required under the Australian Consumer Law, and we cover the return costs for these items.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.