There are three different situations here and they have different time limits. Find yours first.
Which one applies to you
You changed your mind and the lock is fine. That is a return. You have 14 days. See below.
Your parcel arrived damaged, or we sent the wrong item. You must tell us within 7 days of the delivery date. See below.
The lock developed a fault after you started using it. That is a warranty claim, not a return, and it is covered for 2 years. See How to make a warranty claim on your Philips smart lock.
Change of mind: 14 days
If you notify us within 14 days:
Unboxed and unopened items receive a full refund.
Unboxed but unused items receive a full credit.
Two conditions apply to change-of-mind returns:
A maximum of 2 products per return.
You pay the return shipping.
Damaged or incorrect delivery: 7 days
If the product is delivered in a damaged condition, or there is an incorrect delivery, it must be reported within 7 days of the delivery date. Take photos of the packaging and the item before you do anything else, then contact us. Do not send it back before speaking to us.
How to start a return
Submit your request through our returns portal: mslau.returnscenter.com
Have your order number ready. If you are not sure whether your situation is a return or a warranty claim, contact us first and we will tell you, so you do not miss a deadline while you work it out.
Talk to us
Live chat on our website.
We respond to help requests within 24 hours.
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. Those rights are separate from, and additional to, the change-of-mind policy above.