Frequently asked questions
How do I order and pay?
Tap Request a quote on any product. We confirm price, stock, delivery and payment options with you on WhatsApp.
Which countries do you serve?
Australia, South Africa and Zimbabwe. Choose your country on the home page so you see your range and the right WhatsApp number.
Do you deliver?
Yes. Australia and South Africa: we confirm delivery for your address on WhatsApp. Zimbabwe: we deliver in Harare and courier nationwide; diaspora orders are delivered to your family and we send photos on completion.
Can you install it?
Yes. Ask for installation on WhatsApp. Our fitter confirms the door type first, then fits, tests and shows you the app.
What warranty do I get?
12-month warranty on Haven IQ products. Keep your order message or number. We repair or replace faulty units.
What are my rights in Australia?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Our 12-month warranty is in addition to those rights. See Installation & Warranty for the full statement.
What are my rights in South Africa?
The Consumer Protection Act gives you rights too, including a 6-month implied warranty of quality on goods. Our 12-month warranty is in addition to those rights.
Why is a product not shown for my country?
Our range differs by country. Message us on WhatsApp: we may be able to source it.
Can you get a lock model that is not on the website?
Often yes. Use the Don't see your lock? Ask us button. We source more models on request.
What happens in a power cut?
Smart locks run on batteries and have a backup key, so they keep working. For CCTV and alarms we recommend a small UPS or power bank. Ask us which suits your kit.
Do I need Wi-Fi to open the lock?
No. Keypad, fingerprint and key backup work without Wi-Fi or internet. Wi-Fi is only for remote features on models that have it.
How does the app work?
Download the app, pair your lock, and add family PIN codes. Our team does setup with you on WhatsApp.
Is it safe to buy from you?
Our contact numbers are on this site for each country. We confirm everything with you on WhatsApp before you pay.
Can I return an item?
Message us on WhatsApp about a return and we will explain the options for your country. Faulty items are covered by warranty and, where they apply, your consumer law rights.
Do you supply developers and hardware shops?
Yes. Use the Trade & Developers page for volume quotes and spec sheets.