Refund and Returns Policy

This policy explains how MyLock.my (“MyLock,” “we,” “us,” or “our”) handles refunds and returns across our locksmith services, training course interest registrations, and shop products. Each category has different terms because the nature of the transaction differs.

1. Locksmith Services

Locksmith services dispatched through MyLock are billed by the technician at the point of service. Service refund or dispute resolution is handled directly between the customer and the technician, with MyLock available to mediate where needed.

If you believe a service was not delivered as described, contact us within 7 days of the service date at hello@mylock.my with the subject line “Service Dispute” and we will work with the technician to resolve the issue.

2. Training Course Registrations

Course interest registrations submitted through our website are non-binding and incur no payment at the point of submission. No refund is required for course interest forms.

Once a course intake is scheduled and you are formally enrolled (via separate confirmation), the refund terms for enrolled students will be communicated as part of the enrolment confirmation. Those terms become the binding refund policy for that enrolment.

3. Shop Products

For physical products purchased through the MyLock shop, we do not accept returns or give refunds for change of mind or a wrong choice. Manufacturer defects are handled under the product warranty by repair or replacement. The warranty period depends on the product range:

• Defective or damaged on arrival: contact us as soon as possible after delivery (with photos) and we will arrange a repair or replacement under the warranty.
• Vpass (OSOSO) heavy-duty padlocks: 5-year mechanical warranty on manufacturer defects only — contact us for a repair or replacement. Misuse, forced entry and normal wear are not covered.
• Products with electrical or electronic components (Smartverse digital door locks, smart locks and similar electronic products): 2-year warranty on manufacturer defects only — contact us for a repair or replacement. Misuse, forced entry and normal wear are not covered.
• No change-of-mind returns or refunds: we do not accept returns or give refunds for buyer’s remorse, change of mind or choosing the wrong model. Please choose your model, size, shackle and key system carefully — our team is happy to advise before you order.
• Used or installed items: any item that has been used, installed, or has had its tamper-evident seal broken cannot be returned; a manufacturer defect in such an item is still handled under the warranty.
• Your statutory rights: nothing in this policy limits your rights under the Consumer Protection Act 1999, including the implied guarantees for goods.

4. How to Make a Warranty Claim or Refund Request

Email hello@mylock.my with:

• Order number (for shop purchases) or service date (for locksmith services)
• Reason for the warranty claim or refund request
• Photos if applicable (especially for damaged items)

We respond within 3 business days.

5. Refund Method

Approved refunds are processed back to the original payment method within 7–14 business days of approval. Bank-side processing time may add 1–3 additional business days depending on your card issuer or bank.

6. Contact