Effective 2025

Note: A $100 stair surcharge applies to locations with no lift access (over 1 floor).

By purchasing from Haven Digital Lock, you agree to the following terms and conditions. This Refund Policy is designed to protect both customers and our business from misuse, miscommunication, and unfair claims.

1.Refund Eligibility

Refunds are considered strictly under the conditions below and are not guaranteed. All refund requests must be submitted within the stated timeframes.

A.Product Defect or Malfunction

A refund may be granted if:

• The digital lock is found to be defective at the point of installation or immediately upon delivery.

• The issue is not caused by misuse, accidental damage, improper installation by a third party, tampering, or unauthorized modification.

• The issue is reported to us within 3 days of installation or delivery.

• Our technician verifies the defect and confirms it cannot be rectified through repair or replacement.

We reserve the right to repair or replace the product before a refund is considered.

B.Incorrect Product Delivered

You may be eligible for a refund if:

• The product delivered does not match your confirmed order.

• Notification is made within 3 days of delivery or installation.

• The product is unused, undamaged, and in original packaging (if applicable).

If the product has already been installed, refund eligibility is limited and subject to inspection.

C. Service Issues 

A refund may be granted if:

• Installation was booked through us.

• The installation could not be completed due to our team’s direct fault.

• The issue is reported within 24 hours of the scheduled appointment.

Refunds for service issues may be partial, depending on labour already performed.

2.Non-Refundable Situations

Refunds will not be issued under the following circumstances:

• Change of mind, buyer’s remorse, or dissatisfaction after installation.

• Damaged products caused by misuse, negligence, impact, or water exposure.

• Products installed or handled by third-party installers.

• Door/gate issues unrelated to the lock (e.g., misalignment, faulty door closer, warped door).

• Customized, special-order, or clearance products.

• Products returned without original packaging (if applicable) or with tampered serial numbers.

• Service or labour fees once installation has been completed.

• Any lock that has been used, paired to a device, or registered under an app.

• Any request submitted after the refund eligibility window has expired.

3.Refund Request Process

To initiate a refund request:

1. Email support@havendigitallock.sg with your:

   • Order number

   • Receipt/invoice

   • Detailed explanation of the issue

2. Attach clear photos/videos of the problem.

3. Follow any troubleshooting steps requested by our support team.

We will respond within 1–2 business days.

All refund approvals require internal review and may require:

• In-person inspection by our technician

• Product retrieval for evaluation

Refunds are not guaranteed and are granted only after full verification.

4.Refund Method

• Refunds will be processed back to the original payment method within 7–14 business days after approval.

• Transfers may require confirmation of account details.

• If the issue relates to installation, we may offer partial refunds or complimentary reservice, depending on the situation and labour done.

• If discounts, vouchers, or promotions were used, refunds will apply only to the amount actually paid.

5.Warranty Claims

If your purchase is not eligible for a refund but qualifies under our Warranty Policy, we will proceed with repair or replacement as per warranty terms.

Refund requests cannot be used to bypass warranty procedures.

6. Our Rights 

Haven Digital Lock reserves the right to:

• Decline any refund request that does not meet policy terms.

• Reject claims deemed fraudulent, abusive, or inconsistent with reported evidence.

• Deduct reasonable fees for labour, transport, or product condition if applicable.

• Modify or update this Refund Policy at any time without prior notice.

• Make the final decision on all refund outcomes.

The latest version of this policy will always be available on our website or upon request.

Contact Us

Refund requests or inquiries, please contact:

support@havendigitallock.sg