Our Values

Our Values

At the heart of Lock and Latch are the values that guide everything we do.

We started from humble beginnings — a one-man window repair business with a passion for quality work and honest service. Having experienced both excellent and poor treatment from suppliers, we knew exactly what kind of business we wanted to build. Our values were shaped by those early days and remain central to who we are today.

1. Service

Exceptional service is the foundation of Lock and Latch. We don’t just aim to meet expectations — we aim to exceed them. Whether it’s offering advice, answering questions, or resolving issues, our goal is to ensure every customer feels supported, valued, and confident in their purchase.

2. Integrity

We treat everyone with respect — from our customers to our team, suppliers, and wider community. As a family business, we stay true to our roots. Whether you're a DIY homeowner or a large trade client, you’ll receive the same honest guidance and genuine care.

3. Sustainability

We believe restoration is the future. Our entire range is curated to help preserve and revive timber sash windows — a far more sustainable choice than replacing them with aluminium or UPVC. Whether you're restoring a heritage-listed property, a Queenslander, or a Hamptons-style home, we’re here to support your eco-conscious decision.

4. Quality

Every product we sell has been handpicked and tested by us. We use them ourselves — in our own restoration projects — so you can trust their quality and reliability. We understand buying online can feel risky, which is why we offer a 21-day refund policy* if you’re not fully satisfied with your purchase.

*See our Refund Policy for full details.