If your Philips smart lock from My Smart Locks has developed a fault, here is exactly what to do.
What the warranty covers
All Philips door locks sold by My Smart Locks come with a 2-year warranty for mechanical and electrical components.
This covers faults in the lock itself: the motor, the keypad, the fingerprint reader, the circuit board and the mechanical parts, when they fail in normal use.
What the warranty does not cover
Damage caused during installation. Improper installation voids manufacturer warranty coverage, including bent or loose connector pins and damaged cables.
Water and weather damage. Philips smart locks are not weatherproof. They can be fitted to an exterior door only where they will not be exposed to rain or direct sunlight.
Normal wear, accidental damage, and damage from using parts or batteries the lock is not designed for.
What to have ready before you start
Having these to hand means we can assess your claim in one conversation instead of several:
Your exact model number, for example DDL615-5HBS or 7300-5HB. It is printed on the lock and on the box.
The serial number of the lock.
Your proof of purchase, such as the order number or receipt.
Photos or a short video of the fault. For a display, keypad or physical fault this is usually the fastest way to get a decision.
A short description of when the fault started and what you have already tried.
How to start your claim
Contact our support team directly and tell us you are making a warranty claim:
Live chat on our website. This is usually the quickest route, and you can attach photos.
Phone 1800 737 271 from Australia, or 09 363 7877 from New Zealand.
We respond to help requests within 24 hours.
A member of our team will review the fault, confirm whether it is covered, and arrange the repair or replacement with you. Warranty assessments are always handled by a person, not automatically.
If your lock is outside the 2-year warranty
You can buy replacement parts directly from our spare parts range: My Smart Locks Spare Parts. If you are not sure which part you need, contact us with your model number and a photo and we will tell you.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality. These rights sit alongside the 2-year manufacturer warranty, not instead of it.
Returning a lock that is not faulty
If you have changed your mind rather than found a fault, that is a return rather than a warranty claim, and the process and time limits are different. See Returns and refunds: change of mind versus a faulty lock.