Refunds & Returns Policy

Thank you for shopping on our website – if you are not 100% satisfied with your purchase, we’re here to help.

Customer Support

Customer Support is available by emailing admin@securelux.com

We do our very best to respond to support emails within 24 hours (excluding weekends).

Order Cancellation

All orders can be cancelled until they are booked for their final measure. If your order has been paid and you need to change or cancel it, you must advise us no later then your check measure appointment. Additional fees may apply subject to the changes required.

All products require a final check measure if a order is cancelled after the check measure appointment a cancellation fee of $129 will apply.

The final price is subject to the final check measure. Where required additional installation fees may be required to ensure the security door or window can be installed.

The product will enter the manufacturing queue the next business day after the measure appointment. Any changes or request to cancel at this point will include fees for any materials or manufacturing labour that is associated with your order.

Once the manufacturing process has started, it can no longer be cancelled (please refer to the Returns Policy below)

Returns Policy

It is important that the customer is present at their final check measure appointment to ensure they are completely satisfied with their order. As our product is completely custom made their is no returns policy. Customers that are unsatisfied with the product must address immediately with the Securelux installer or contact Securelux within 10 business days so we can best assist with your concern.

Securelux will fix any of the following:

  • Issues with the products core operation (e.g The customer has identified concerns with locking mechansims etc)
  • Product defects (e.g. Mesh scratched)

Others concerns such as colour & product should be emailed to admin@securelux.com. These concerns may be addressed but will incur an additional charge (example: Where the customer wants a different coloured frame an additional fee would apply).

Refund Policy

Your refund will be processed 24-48 hours after receipt of the returned item

Refunds may be held in credit against your account for future purchases if requested or directly refunded via the original mode of payment (i.e., your credit card or Paypal account)

You can change your mind anytime before your Check Measure Appointment takes place.

Customer Refund / Return Form Request

If you have any questions about our returns and refunds policy, please fill in the form below

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