Our Values

At Lock and Latch, our values aren’t just words on a page — they’re the principles that shape how we work, how we treat people, and how we’ve grown from a one-man sash window repair business into a trusted supplier for homeowners, trades, and heritage specialists across Australia.

Born from humble beginnings, Lock and Latch was built on a passion for quality craftsmanship and honest service. Having seen both the best and worst of supplier relationships, we set out to create something different — a business defined by trust, care, and a genuine commitment to doing things the right way. Those early lessons still guide us today.

1. Service

Exceptional service is at the heart of what we do. From offering practical advice to answering questions or quickly resolving issues, we go beyond the sale to ensure every customer feels supported, valued, and confident in their purchase.

2. Integrity

Respect and honesty are non-negotiable. As a family-run business, we treat everyone — customers, team members, and suppliers alike — with the same care and transparency. Whether you’re a DIY homeowner or a large trade client, you can rely on us for genuine guidance and fair treatment.

3. Sustainability

We believe in repair over replacement. By championing restoration, especially of timber sash windows, we’re helping to preserve Australia’s architectural heritage while reducing waste. Whether you’re working on a heritage-listed property, a Queenslander, or a Hamptons-style home, choosing restoration is not only practical but also eco-friendly — and we’re proud to support that choice.

4. Quality

We stand behind every product we sell. Each item in our range has been handpicked, tested, and used by us in real projects, so you can trust its performance. Because we know buying online can feel uncertain, we back our products with a 21-day refund policy* — giving you complete peace of mind.

*See our Refund Policy for full details.