Refund policy


At Lock and Latch, we want you to feel confident when shopping with us. We understand that purchasing online means you can’t see the product in person before buying, so if your order isn’t what you expected, we offer a 21-day refund policy (less shipping).

This policy also applies if there are issues with your order, such as:

  • Items damaged in transit

  • Incorrect items received

  • Missing items

Conditions for Returns

  • Proof of purchase is required.

  • Returned items must be in their original, resalable condition, including packaging.

  • Customers are responsible for return shipping costs unless the goods are faulty.

  • We recommend using a trackable courier service with signature on delivery (particularly for high-value items).

Please note:

  • Refunds will not be issued if products are found cheaper elsewhere.

  • Restocking fees may apply.  A restocking fee is a 10% charge deducted from a customer's refund when they return an item, covering the costs of inspecting, repackaging, and returning goods to inventory. 

  • Bulky items (e.g. Weights and Draught Proof Products) can only be shipped to a full street address. Deliveries returned due to PO Boxes or Parcel Lockers being provided will not be refunded, and return freight charges will apply.

How to Request a Return

  1. Email us at sales@lockandlatch.com with your proof of purchase and reason for return.

  2. We will provide instructions for sending your item back.

  3. Once your return is received and inspected, we’ll notify you by email whether your refund has been approved.

  4. Approved refunds will be processed back to your original payment method.

Important Notes

  • Shipping costs are non-refundable.

  • Refund requests outside this policy will be considered at Lock and Latch’s discretion.

  •  We can only accept returns if they arrive back to us in original, resalable condition including any packaging.

  • If you require a refund, please contact us at sales@lockandlatch.com and we will provide further instructions.

  • Unless goods are faulty, Customer is responsible for the return shipping costs.  It is advised to use trackable courier for return items, and signature upon delivery particularly for high value items.  

  • This refund policy applies to purchases made online through this website only.

  • Refunds will not be provided where customer has found goods cheaper elsewhere.

  • Once the return is received and inspected, we will send an email to notify the customer that we have received the returned item and whether the refund has been approved. 

  • If the refund has been approved, then the refund will be processed, and a credit will automatically be applied to the customer's credit card or original method of payment.  Restocking fees may apply

  • To return your product, you should mail your product to:  SASH-TECH PTY LTD TRADING AS LOCK AND LATCH, KENNARDS SELF STORAGE, 92 MONA VALE ROAD, WARRIEWOOD, NSW 2102

  • The customer will be responsible for paying shipping costs for returning the item. Shipping costs are non-refundable.

  • If the items being returned are of high value, Customer should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive the returned item.

  • For bulky items, i.e. Weights and Draught Proof Products Lock and Latch can only organise shipping to a full street address. We cannot deliver to a PO Box or Australia Post Parcel Locker. If a delivery has to be returned for this reason, no refund will be given and return freight charge will be applicable.