Dist. Seller will only refund if they find fault or resell?

[Ham_and_Jam]

OP, the point most are making here is that when something doesn’t work the first thing you usually do is troubleshoot.

You’ve spent a lot of time with the supplier concentrating on the software, but not considering isolating the lock away from the door,

I think everyone agrees that this will not fix the issue, but will allow you to identify where the problem lies.

If the issue persists off the door, quite clearly the product is faulty.

To return the lock you are going to remove it, so why not check it aswell?

[Cyberprog]

I've a fair experience in access control, and I'll make a few assumptions here.

The smart lock you have is either driving a thumb turn or key on the back side of the door (one hopes you have a non-blocking cam) and the lock itself is a euro-profile lock.

I'm also going to assume you have no open handle on the outside, just a fixed pull close handle, and would normally turn the key in the lock through unlocked and a further turn to engage the latch and pull it away from the frame.

This door is probably a multi-point uPVC or Composite door?

Your issue, sometimes not unlocking, sounds like a mechanical issue with your door. Not with the smart lock. You may need to have the lock, or the door hinge looked at, lubricated, adjusted etc. The smart lock will not have enough torque to pull the latch away from the frame, as it's either catching or sticking. As the battery wears, and weather (temperature) changes, this may get worse/better.

uPVC doors are right swines to automate for this very reason - you either use something wireless like this which is a pain, or replace the whole unit with a specific electrified lock.

[dundarach]

OP we've said all you need to read in this thread and it's blindingly obvious the seller isn't at fault so far.

This last post explains very clearly why it's likely not the product, unless it is indeed faulty.

Either test it off the door,which will determine whether it is, or it sounds like you've simply bought the wrong product for your door.

[Griffith4ever]

porterpainter said:

mcpoot said:

If you bought it using a credit card you could raise a Section 75 claim.

Thanks for the reply, no it was debit card.

You can still ask yoru bank to step in anf refund pending their investigation with a debit card. I've done it.

[BrokenSkunk]

porterpainter said:

mcpoot said:

If you bought it using a credit card you could raise a Section 75 claim.

Thanks for the reply, no it was debit card.

Most Visa debit cards have an equivalent scheme, although there is no legal requirement for them to do so, they will instigate a chargeback for you if required. You may need to be persistent.

You could also use the small claims court to get a refund.

Get clear evidence of it not working before you send it back.

But the vendor should be given a chance to repair or replace first.

[Unreal]

BrokenSkunk said:

porterpainter said:

mcpoot said:

If you bought it using a credit card you could raise a Section 75 claim.

Thanks for the reply, no it was debit card.

Most Visa debit cards have an equivalent scheme, although there is no legal requirement for them to do so, they will instigate a chargeback for you if required. You may need to be persistent.

You could also use the small claims court to get a refund.

Get clear evidence of it not working before you send it back.

But the vendor should be given a chance to repair or replace first.

This. Look up your bank's policy on debit cards.