Every DoUp product goes through design reviews and quality checks before it leaves our hands. We work with suppliers who take their standards seriously, which is how we can offer quality hardware at a price that doesn't hurt.

Warranty period

  • All DoUp products carry a 1 year warranty
  • D.LUXE Collection products carry an additional 1 year, totalling 2 years

Warranty starts on the date of purchase, not installation.

What's covered

Manufacturing defects and faults in materials or workmanship under normal use. Non-transferable — covers the original purchaser only.

What it doesn't cover

  • Damage during installation
  • Commercial projects installed by non-licensed or non-accredited tradespeople
  • Product modification
  • Exposure to coastal environments, high humidity, or conditions outside normal tolerances
  • Foreign substances or chemical exposure
  • Accidental or malicious damage
  • Improper use
  • General wear and tear including coating abrasions, discolouration, fading, or patina

How to make a claim

Fill out our warranty claim form and our team will investigate. If the item is no longer available, we'll find you a suitable alternative. Allow 5 to 7 business days to hear back.

Any replacement is subject to the original purchase date warranty period.

Your rights under Australian Consumer Law

This warranty sits alongside your rights under the Australian Consumer Law, not instead of them. For a major failure you're entitled to a replacement or refund, and compensation for any reasonably foreseeable loss. For a non-major failure, you're entitled to a repair or replacement. DoUp's maximum liability under this warranty is limited to replacing the product.

Our smart locks are covered by a manufacturer's warranty for faults in materials and workmanship under normal use. Here's what that means in plain terms.

Warranty period

  • 1 year — full unit replacement if a major fault is confirmed
  • 3 years — parts support for eligible components

What's covered

  • Front panel (external unit housing, keypad, fingerprint assembly)
  • Back panel (internal unit housing and mechanism)

What's not covered

  • Damage caused during shipping or installation
  • Incorrect installation or incompatible door setup
  • Modifications to the product
  • Physical damage, misuse, or external impact
  • Wear and tear from environmental exposure outside normal conditions

How to make a claim

Contact our support team and send a clear video showing the fault. Our engineers will review the issue and confirm next steps. Whether that's troubleshooting, parts replacement, or a full unit exchange. We aim to respond within 1 business day.

Installation and warranty

The warranty covers what we make, not what happens during installation. If a fault is found to be installation-related rather than a manufacturing defect, it falls outside warranty coverage and service fees may apply. This is another reason professional installation matters, it protects both your product and your claim.

At DoUp all of our products go through design reviews and vigorous quality checks and testing before they hit our shelves and are ultimately shipped to their new homes.

We collaborate with some of the world's greatest suppliers who are dedicated to upholding strict standards, enabling us to provide you with the quality goods at "affordable" pricing. The DoUp Team is always available to assist you with any questions you may have as part of our mission to provide our customers with superior service.

The type of product purchased and the respective range it belongs to will define the warranty it is subject to:

All of our DoUp products are subject to a 1 year warranty.

D.LUXE Collection - all products clearly marked as D.LUXE on our website are covered under an additional 1 year warranty, totaling a 2 year warranty period. 

*Please note: The warranty begins on the date of purchase not on the date of installation.

Conditions of Warranty

Our warranty is meant to last for the length of time that may be logically predicted for the purchased item(s). The warranty is non-transferable and only covers the original purchaser and/or business.

  • The DoUp warranty does not cover the following;
  • Product damaged during installation
  • For commercial projects - installation conducted by a non-accredited, non-licensed service agent, tradesmen or technician
  • Product modification
  • Product exposed to weather and/or environmental conditions that are outside of acceptable environmental tolerances. These intolerances include, but are not limited to, coastal environments, high humidity, wind and rainfall
  • Foreign substances and chemical exposure
  • Accidental or malicious damage
  • Improper use
  • General wear and tear of the product, including, but not limited to, abrasions to the product's coating, discolouration from constant usage, and fading or patina from exposure to the environment

Lodging a Warranty Review

If your product displays signs of damage or a manufacturing fault within its warranty period, and it meets our conditions of Warranty outlined above, please fill out a warranty review here.

DoUp will investigate and decide if the reported problem is covered by our warranty terms. In the unlikely event that the same item you purchased is no longer offered, we will make every effort to offer a suitable or comparable substitute. Please allow 5-7 business days once you’ve lodged a warranty claim to hear back from a respective DoUp Team Member on the outcome.

*Please note: Any replacement sent in a ruling of a warranty claim will be subject to the original purchase date warranty period.

Terms of Warranty Replacements

Any loss, damage, injury, claim, cost, or expense resulting from a flaw in the product(s) purchased is not covered by this guarantee. Under this guarantee, DoUp’s maximum responsibility is limited to replacing the product. The Australian Consumer Law may also give you rights and remedies, in addition to this warranty. The Australian Consumer Law prohibits the exclusion of the assurances that come with our products. For a major failure, you are entitled to a replacement or refund, as well as reimbursement for any further loss or damage that was reasonably foreseeable. If the goods are not of acceptable quality and the failure does not constitute a major failure, you are also entitled to have the goods repaired or replaced.