Return & Warranty
Policy for
Lunar Lock Solutions
Our Commitment to Your Security and Satisfaction
At Lunar Lock Solutions, we are dedicated to providing expert mobile locksmith services across Victoria, BC, and surrounding areas on Vancouver Island. Our commitment is to your security and peace of mind, delivering professional solutions directly to your location. We understand that as a mobile service, trust and transparency are paramount. So to read more about our commitment to your privacy, please see our Privacy Policy. This policy outlines our unwavering commitment to quality and how we stand behind every service and product we provide. We aim to be clear, fair, and reliable - building lasting relationships with our community.
Scope of Services Covered by This Policy
This policy applies to all locksmith services provided by Lunar Lock Solutions. This includes, but is not limited to: emergency lockout assistance for homes, businesses, and vehicles; the installation, repair, rekeying, and replacement of various lock types; key cutting and duplication, including specialized and high-security keys; and the installation and repair of advanced security hardware like deadbolts, access control systems, and safes. We also offer expert consultation and security assessments tailored to your needs. As a mobile service, we bring our fully equipped vehicles and expertise directly to you, offering unparalleled convenience and prompt response.
General Policies & Conditions
Estimates and Pricing
We believe in clear and honest pricing. Whenever possible, a detailed written estimate will be provided before any work begins. For urgent or emergency services, we can often provide a preliminary quote over the phone to ensure you're comfortable with the estimated cost before we dispatch a technician. Should the scope of work or the estimated cost need to change significantly, we will always discuss this with you and obtain your approval before proceeding.
On-Site Service and Client Responsibilities
For the best service, the client or an authorized representative must be present on-site during the appointment. This allows us to gain necessary access, receive any relevant information, and, most importantly, obtain your approval once the work is completed. For more complex security system installations, your presence may be required to grant specific access or receive essential training on the system's operation upon completion.
Payment Upon Completion
As noted in our Terms & Conditions, Payment for all services rendered and products supplied is due in full immediately upon completion of the work. We currently accept Debit Cards, Visa, Mastercard, Discover, AMEX, Diners, CUP, JCB, Maestro, Apple Pay, Google Pay, PayPal, Tap to Pay on iPhone and Android, Cash, and Cheques, as well as Buy Now Pay Later options such as Klarna, and are actively working to expand our payment options for your convenience.
Please note that all materials provided remain the property of Lunar Lock Solutions until full payment is received. For larger projects, a deposit may be required before work commences. In the event of a project cancellation, ownership of materials for said project will remain the property of Lunar Lock Solutions until full payment of at least their procurement costs, if not services rendered thus far, in their entirety.
Client Approval
Your signature, digital payment, or verbal agreement upon the completion of service signifies your acceptance that the work performed was satisfactory and that your property has been left in good condition. This formal step provides an immediate opportunity for you to review the completed work, ask any questions, and ensure everything meets your expectations before our technician departs, allowing for prompt adjustments if needed.
Warranty Policy for Parts and Labor
Standard Warranty Period
Lunar Lock Solutions provides a 90-day warranty on all labor performed and new parts we supply and install, effective from the date of service. For certain advanced security systems, such as telephone entry and access control systems, we extend this to a 6-month warranty on both parts and labor, reflecting our confidence in these specialized installations.
Warranty Coverage & Exclusions
This warranty covers:
- Defects in workmanship identified during the installation or repair.
Malfunctions of new parts supplied by Lunar Lock Solutions under normal use.
- Should an issue arise that is covered by this warranty, we commit to performing corrective work, repairing, or replacing the faulty part at no additional cost to you.
This warranty explicitly does not cover:
- Parts that were not supplied or recommended by Lunar Lock Solutions.
- Service that has been altered or tampered with by a hobbyist or another provider.
- Damage resulting from misuse, neglect, abuse, vandalism, burglary, flood, fire, or other external events beyond our control.
- Normal wear and tear of locks or mechanical devices.
- Electronic malfunctions due to power surges, improper handling, corrosion of internal connections from weather, corrosion from faulty or outdated batteries, or connection issues with wireless devices.
- Adjustments needed because of weather or climate changes (e.g., for door closers at an exterior door, gate, or climate controlled area).
- Repairs performed on existing parts, altered work, or modifications to existing material not originally installed by Lunar Lock Solutions, especially when a recommended alteration was offered by our technician that may have prevented a reoccurrence, but was declined by the customer for their reasons.
- Failure to adhere to the manufacturer's terms and conditions for hardware, or inadequate maintenance of installed products.
Manufacturer's Warranty
For all hardware and products we provide, the warranty set forth by the original manufacturer also applies. We encourage clients to consult the respective manufacturer for detailed information on their specific product warranties. In certain cases of specialty hardware, such as hardware with custom finishes, the manufacturer will require the hardware to be sent to them before a warranty will be issued at all.
We will always endeavor to work with you to apply an acceptable and effective temporary solution while the product is in transit.
Hardware Return Policy
Services are Non-Refundable
Once locksmith services are completed and formally approved by you on-site, they are considered non-refundable. Our commitment to your satisfaction is upheld through our comprehensive warranty policy for corrective work, as detailed above.
Conditions for Product Returns
- Products and hardware supplied directly by Lunar Lock Solutions may be eligible for return within 30 days of purchase for store credit or exchange. To be eligible, items must be unused, unopened, and returned in their original factory packaging, including all inserts, manuals, and accessories. This in the product can be restocked and resold as new.
- Returns of "stock" material (non-defective, non-custom orders) may be subject to a 25% restocking fee. This fee helps cover the administrative, handling, and inspection costs involved.
Certain items are non-returnable:
- Opened Devices or Previously Installed Parts/Products: Once a security product has been opened up internally or installed on the door, its integrity for resale cannot be guaranteed.
- Low Voltage Products: These items are considered final sale due to their sensitive nature.
- Custom-Ordered Material or Specific Brands: Specialized items or products from particular manufacturers may be non-returnable or subject to higher restocking fees due to their unique specifications and the difficulty in reselling such specialized inventory.
Cancellations
Product orders may be cancelled within a brief window (typically 30 minutes) before processing begins. Beyond this, cancellations may incur a 10% cancellation fee. For service appointments, cancellations without reasonable advance notice (e.g., less than 2 hours prior to the scheduled arrival time) may result in a trip charge or cancellation fee to compensate for technician dispatch.
Service Issue & Warranty Claim Process
Initiating a Claim
To report an issue or file a warranty claim, please contact Lunar Lock Solutions directly by phone at 7786555225 or email at Info@LunarLocks.com. Please provide your name, the exact date of service, the service address, and a detailed description and/or pictures/video of the issue. This information is crucial for us to process your claim efficiently and accurately.
Response and Inspection
Upon receiving your claim, our team will review the details. If the issue appears to fall within warranty coverage, a technician will be scheduled to inspect and resolve it. Warranty callbacks are important and are handled according to technician availability on the current schedule, unless it's an emergency requiring immediate attention.
Non-Warranty Related Callbacks
If a callback is requested and the issue is determined not to be covered by the warranty (e.g., due to misuse, external damage, or problems with client-supplied parts), the client agrees that a service fee may be applicable. This fee can include a full or partial trip charge and an hourly rate for troubleshooting. We will always communicate these charges transparently before any billable work begins.
Timeliness of Reporting
To facilitate prompt resolution, any discrepancies with product orders (e.g., wrong or missing items) must be reported within 48 hours of delivery. For service defects, please report them within 7 calendar days of the original service appointment to qualify for a service review under our warranty terms. Adhering to these timelines significantly reduces the chance for further allows for quicker investigation and resolution.
Building Trust via Continuity & Transparency
Lunar Lock Solutions is fully licensed, bonded, and insured, providing you with a foundational layer of security and accountability. Our technicians are highly trained and arrive in clearly branded service vehicles, ensuring immediate identification and reassurance. We encourage you to verify our credentials for your complete peace of mind. Our reputation is to be built on a foundation of trust and transparency. We adhere to the highest standards of safety and professionalism. Our technicians will always identify themselves upon arrival, treat your property with the utmost respect, and conduct all work efficiently and courteously.
We value open and transparent communication. We encourage you to voice any questions or concerns you may have before, during, or after our service.
Geographic Considerations for Vancouver Island
There are some important considerations to take into account as a mobile service operating across lower Vancouver Island. Operating on the island means that while we strive for the fastest possible service, certain factors unique to island logistics can occasionally impact response times or the availability of specialized parts. Should a new part need to be ordered and shipped to the island for a warranty fulfillment, the standard shipping times from mainland suppliers or distributors will be a consideration in the overall resolution timeframe. We commit to keeping you informed of any such logistical impacts and working to resolve your issue as quickly and efficiently as possible, regardless of location within our service area.