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, returns are accepted for manufacturing defects only:

• Defective or damaged on arrival: notify us within 7 days of delivery (with photos). We will arrange a replacement or full refund at our discretion.
• Manufacturing defects: mechanical defects are covered by the product’s 5-year mechanical warranty — contact us for a repair or replacement.
• No change-of-mind returns: we do not accept returns for buyer’s remorse or change of mind. Please choose your size, shackle and key system carefully — our team is happy to advise before you order.
• Non-returnable items: any item that has been used, installed, or has had its tamper-evident seal broken cannot be returned, except where the item is defective.

4. How to Initiate a Return or Refund

Email hello@mylock.my with:

• Order number (for shop purchases) or service date (for locksmith services)
• Reason for return / 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