Workmanship Guarantee & Product Warranty

Urban Locksmithing stands behind every job we do. This page sets out our workmanship guarantee for on-site locksmithing services, how manufacturer product warranties work for hardware we supply, and what to do if you have a concern about work or products provided by Urban Locksmithing.

Urban Locksmithing and Sherwood Lock and Key Service are trading names of Bardou Holdings Pty Ltd ATF WC & SH Trading Trust (ABN: 19 317 267 827). This guarantee applies equally to work carried out under either trading name.

1. Our 12-Month Workmanship Guarantee

1.1 What Is Covered

All on-site labour and installation work carried out by Urban Locksmithing is covered by a 12-month workmanship guarantee from the date the work is completed. This applies to all residential and commercial jobs equally, regardless of job size or value. Under this guarantee:

• If a lock, deadlock, door hardware item, or security fitting we have installed fails to operate correctly as a direct result of our installation, we will return and rectify the issue at no charge.
• If incorrect hardware was specified or installed for the application, we will replace or adjust it at no charge.
• If any aspect of our labour is found to be defective within 12 months of completion, we will remedy it free of charge.

1.2 What Is Not Covered

Our workmanship guarantee does not cover:

• General wear and tear from normal use of locks, hardware, or fittings over time.
• Damage caused by misuse, neglect, forced entry, attempted break-in, or third-party interference after our work has been completed.
• Issues arising from modifications made to our work by the customer or a third party after the original job.
• Hardware or product faults covered under the manufacturer’s warranty — these are handled under Section 2 below.
• Consequential or indirect loss arising from a lock or hardware failure, including costs incurred as a result of a lockout or security breach.
• Pre-existing door, frame, or hardware conditions: Where issues such as poor fit, misalignment, structural damage, rot, swelling, or previous incorrect installation exist prior to our work, we will make reasonable efforts to achieve the best possible outcome and advise you on site where a pre-existing condition is identified. We cannot accept responsibility for outcomes that are directly attributable to the condition of the door or frame rather than our workmanship.

1.3 Making a Workmanship Guarantee Claim

If you believe work we have carried out has not held up and the issue falls within the 12-month guarantee period, contact us directly:

• Phone: (08) 6107 8698 (general) | 0422 744 901 (urgent)
• Email: office@urbanlocksmithing.com.au

Please have your invoice number or job date available. We will arrange a return visit promptly to assess and resolve the issue. Please contact us before engaging a third party to rectify our work — third-party remediation costs are not covered under this guarantee.

1.4 Payment Default and Guarantee Suspension

The 12-month workmanship guarantee is conditional on the Customer’s account being in good standing with Urban Locksmithing. Where an invoice relating to the job in question remains unpaid beyond its due date, or where a Customer’s account is on hold due to a payment dispute or overdue balance, Urban Locksmithing reserves the right to suspend guarantee obligations until the outstanding amount is resolved.

Suspension of the guarantee under this clause does not affect the Customer’s rights under the Australian Consumer Law, which apply regardless of payment status. It does, however, mean that Urban Locksmithing will not attend a return visit under the guarantee until the outstanding account is settled or a resolution has been agreed.

2. Product & Hardware Warranties

2.1 Products Installed by Urban Locksmithing

Where hardware or products are supplied and installed by Urban Locksmithing — whether purchased through our website, sourced by us for the job, or supplied by the customer — our 12-month workmanship guarantee applies to the installation from the date of fitting. Any product defects arising within the manufacturer’s warranty period are additionally covered under that warranty, as described below.

2.2 Products Purchased Online — Customer Installed

Hardware purchased through our online store at urbanlocksmithing.com.au and installed by the customer or a third party (not by Urban Locksmithing) is subject to the relevant manufacturer’s warranty only. Our workmanship guarantee does not apply to products we have supplied but not installed.

Please note that most manufacturer warranties require the customer to cover the cost of removing and returning a faulty product for assessment or replacement. Urban Locksmithing is not responsible for these removal or return costs for products we have not installed. If you require professional installation after purchasing hardware online, contact us to arrange a visit — once installed by our team, the work is covered by our standard workmanship guarantee.

2.3 Manufacturer Warranty Periods

Manufacturer warranty periods and terms vary by brand and product. We only stock hardware from reputable Australian and international security brands with established warranty programs. Warranty documentation is typically included with the product packaging. We are happy to advise on the warranty terms for any specific product before purchase.

2.4 Reporting a Product Fault

If a product supplied by Urban Locksmithing develops a fault within its manufacturer’s warranty period, contact us with your invoice number and a description or photos of the fault. We will assess whether the fault relates to installation (covered by our workmanship guarantee) or is a product defect (covered by the manufacturer’s warranty), and assist you with the appropriate resolution pathway.

2.5 Product Warranty Exclusions

Product warranties — whether manufacturer or workmanship — do not cover faults arising from:

• Improper use or installation not carried out or supervised by Urban Locksmithing
• Failure to follow the manufacturer’s installation or maintenance instructions
• Use of a product outside its rated conditions (e.g. an indoor product installed outdoors)
• Natural variation in live finishes, timber products, or similar materials
• Wear and tear through normal use over time
• Damage caused by forced entry, misuse, or third-party interference

3. Australian Consumer Law

This guarantee is provided in addition to, and does not limit, your rights under the Australian Consumer Law (ACL). Under the ACL, our services and products come with consumer guarantees that cannot be excluded. Where a major failure occurs you are entitled to choose a refund or replacement. For further information about your rights visit accc.gov.au.

4. Related Pages

This Workmanship Guarantee should be read alongside our other policy documents:

• Locksmithing Payment Terms: for on-site service payment, invoicing, and commercial account terms
• Website Supply Terms: for online hardware purchase terms, delivery, and returns

5. Contact Us

For any query, concern, or claim relating to our workmanship guarantee or product warranties, contact Urban Locksmithing directly:

• Phone (general): (08) 6107 8698
• Phone (urgent): 0422 744 901
• Email: office@urbanlocksmithing.com.au
• Address: Thornlie, Western Australia 6108

We take all feedback seriously and prefer to resolve concerns directly, promptly, and fairly. Urban Locksmithing is a member of the Master Locksmithing Association of Australasia (MLAA), which provides a professional standards framework for our industry.