Refund and Cancellation

This policy applies to orders from Fine Lock Shop (ATLANTIS INNOVATION SDN. BHD., 1606862-M).

Orders with installation

When	What you get
You cancel at least 3 days before your installation date	A full refund. If you paid a deposit, you get your deposit back.
You cancel less than 3 days before your installation date	A refund minus a RM50 rebooking fee.
No one is at the address at the confirmed time, and the slot is not rebooked	Treated as a cancellation less than 3 days before: a refund minus the RM50 rebooking fee.
We move your slot and the new time does not suit you	A full refund, whatever the 3-day rule says.
After installation	No refund, except for a faulty lock under our 3-year warranty (see below).

To move your slot instead of cancelling, contact us at least 3 days before. Moving it is free.

If your door turns out to be unsuitable for the lock you ordered, you get a full refund.

If your lock develops a fault within 3 years, contact us.
What it covers: faults in the lock (electronic and mechanical) that appear during normal use, for 3 years from installation or collection.
What we do: we repair or replace the lock, at our choice. Parts and labour are free within our service area.
Not covered: physical damage, water damage, misuse, repairs or changes by anyone else, and batteries.
You keep a working lock: we repair on the spot, or loan you a demo unit with the same hole pattern while we fix yours.
Please give your order number when you contact us.
Full details: see our Warranty page.
This warranty is in addition to your rights under the Consumer Protection Act 1999.

Before pickup or dispatch: you can cancel for a full refund.
After pickup or delivery: you can return the lock within 7 days if it is unopened and unused, in its original packaging. Bring it back to our showroom with your order number. We refund the lock price.
Opened or used locks cannot be returned, except a faulty lock under our warranty.
Any cost of returning the lock is yours.

Email finelockshop@gmail.com or WhatsApp 082-288422 with your order number.

Refund method: a bank transfer from our company bank account to your bank account. We will ask for the account holder’s full name, the bank name and the account number.
Payment fee: refunds are the amount you paid minus the fee our payment provider (Billplz) charged on your payment, for example RM1.25 for FPX online banking or 1.8% for a card. This fee is not deducted when we move your slot or when your door turns out to be unsuitable.
Refund processing time: within 7 working days after we approve the refund (or receive a returned lock).