Refund Policy

Effective 2025

0. Before Your Installation

If you have scheduled an installation appointment, please read the following terms carefully before your appointment:

• • Terms & Conditions: By proceeding with an installation with Haven Digital Lock, you agree to the terms and conditions stated below.
  • Transparent Pricing: Haven Digital Lock will not impose any additional fees or charges without informing the customer beforehand. All quoted prices are transparent and communicated clearly in advance.
  • Staircase Surcharge: A $50 stair surcharge applies to locations without lift access where the installer is required to carry products or equipment more than 1 floor.
  • Cancellations & Appointment Changes: Any cancellation, rescheduling, or change made within 3 working days of your scheduled appointment will incur a $50 fee.
  • Inspection After Installation: Please inspect the product and installation carefully before the installer leaves your premises and raise any concerns immediately. Any concerns reported after the installer has left may require a separate service appointment, for which applicable service or transport fees may apply.
  • Refunds After Installation: Once installation has been completed, refunds are strictly not allowed, unless approved.
  • Dismantling & Collection for Approved Returns: In exceptional cases where a return is approved after installation, a $150 dismantling and collection service fee will apply. The lock must be returned in its original, complete, undamaged and workable condition, together with all included accessories. Any damage, missing parts, or signs of misuse may result in the return being rejected or additional charges being imposed.

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. 1. Email hello@havensmart.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. Emergency Lockout Service

Customers are required to keep at least one emergency key outside the unit at all times for emergency access.

In the rare occurrence of an emergency lockout, and the customer does not have access to the emergency key or a power bank/emergency power supply, our technician can provide onsite emergency assistance at a $150 Emergency Service Fee, regardless of the time of day.

The customer must be informed of and agree to the $150 fee before our technician travels to the site. Where necessary, the lock may need to be forcibly opened to regain access. Emergency assistance fees are strictly non-refundable under all circumstances.

7. 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:

Email: hello@havensmart.sg
Call/WhatsApp: +65 8020 3028