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Policies

  • Cancellation and Returns Policy:

    At Door Guard, we strive to make sure you have the best experience while selecting and buying your Smart Door Locks. Despite our best efforts to keep our customers happy, there are times when you might feel the need to return your product for circumstances beyond your or our control. 

    We have listed everything below about our Cancellation and Refunds policy so that in case you do decide to cancel your order, or seek refunds, you do not face problems.

    Can I cancel my order in case I change my mind after ordering?

    Yes, you can choose to cancel products, only if done within 24 hours of placing it. We will initiate 100% refund of your money (minus Credit Card Charges by Third Party if any) and a confirmation of the same will be sent to you via e-mail.

    Why 24 Hour deadline?

    As soon as your order is confirmed, action is initiated at our end. The process of picking, packaging, customizing and logistics start, and the ordered product in most cases has already passed through a couple of phases.

    Could there be a delay at Door Guard because of "unforeseen circumstances"?

    We try our best to assure that your ordered products are shipped out to you in the promised time, but at times there are chances of delay in processing due to unavailability of stock, or other unavoidable circumstances. 

    I missed adding a critical detail while placing the order. Possibility of correcting it?

    No worries. Such situations are often encountered when customers forget to:

    1. Update their complete shipping details
    2. Order the wrong type of Lock

    You can always contact us to add your requirements. Also, we try and reach out to our esteemed customers via their registered e-mail address. In case of non-receipt of any response, we try and give them a call.

    I received the order. But there's an issue. Can I return my ordered items?

    Yes you can. We take stringent measures to deliver delight to our customers, in the best possible condition but there's always a possibility that:

    1. There may be a manufacturing defect which didn't get noticed during packing.
    2. A wrong item is shipped out to you by mistake.


    How soon should I get back to you?

    Please reach out to us within 48 hours of receiving the order for reporting any complaints with regards to the product received as damaged, found with manufacturing defect, or any other issues.

    What will be my options if there was an error by Door Guard ?

    We will duly acknowledge the issue and you would always be welcome to decide from proceeding with:

    1. An Item Replacement
    2. A Refund of order value

     

  • Privacy Policy:

    Door Guard Pty Ltd is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information. ​ We have adopted the National Privacy Principles (NPPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information. ​ A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Federal Privacy Commissioner at www.privacy.gov.au. ​

    What is Personal Information and why do we collect it?

    Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers. ​ This Personal Information is obtained in many ways including correspondence, by telephone and facsimile, by email, via our website www.doorguard.com.au, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties. ​ We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing. ​ When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it. ​

    Sensitive Information

    Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information. ​

    Sensitive information will be used by us only:

    • For the primary purpose for which it was obtained
    • For a secondary purpose that is directly related to the primary purpose
    • With your consent; or where required or authorised by law.

    Third Parties

    Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

    Disclosure of Personal Information

    Your Personal Information may be disclosed in a number of circumstances including the following:

    • Third parties where you consent to the use or disclosure; and
    • Where required or authorised by law.

    Security of Personal Information

    Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure. ​ When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

    Access to your Personal Information

    You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing. ​ iSense Technologies will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information. ​ In order to protect your Personal Information we may require identification from you before releasing the requested information.

    Maintaining the Quality of your Personal Information

    It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

    Policy Updates ​

    This Policy may change from time to time and is available on our website.


  • Shipping Policy: 

    Delivery Times
    Deliveries are generally made during normal working hours of courier companies.

    Shipping Charges
    Door Guard offers the simplest shipping policy which is Free Shipping on all items always irrespective of the order size.

    Are there any hidden expenses?
    We do not levy any additional charges on shipping out your Smart Lock.

    Transit Times
    If you ordered two or more items, you may receive them in multiple boxes on different days, because of varying item availability, options chosen and shipping locations.

    Transit Risk
    Door Guard will not be responsible for lost and stolen packages or any full or partial damages to the package after being left at customer's address by postal / courier agency.

    Shipment and Tracking Details
    We will send you an email regarding the shipment of your order, as soon as the items are handed over to the Courier. These alert emails will contain the tracking number and courier companies website details along with expected date of delivery. You may also check the same on our order status page or by logging in to the My Account section on our site. Tracking numbers for orders shipped might take 24 business hours to become active on the courier websites.

    Incorrect or Incomplete Address
    Some courier companies charge a penalty for incorrect shipping addresses, wherein the address and zip code do not match. The customer will, without exception, bear the cost of any such penalties and/or fees, not Door Guard. Please make sure your shipping address is complete and correct.
    In the event of a reshipment of the same order, customers will be responsible to pay re-shipping charges for the reshipment.

    Time to Ship
    You can expect to receive your order, on average, within 7 -15 business days of placing the order.

    Delay in Shipping
    If, for any reason, there is going to be a delay in shipping because an item is 'Out of Stock' or if there is an unusual delay in filling an order, we will notify you by e-mail. We may also choose to deliver your order in multiple consignments (for multiple item orders with differing "Availability"). In some cases, we would offer to refund you for unfulfilled part of the order in case of our inability to resolve the order within a reasonable period of time.

    Billing Address and Shipping Address
    Billing Address is the address where a customer gets his bills from the credit card company. Shipping address is the address where the customer wants to receive their shipment.