Frequently Asked Questions

The four functions describe how the handle operates, not how it looks. Passage sets latch but do not lock. Privacy sets lock from inside with a turn snib and release in an emergency. Entrance sets lock with a key from outside. Dummy sets are fixed and do not move at all.

In a typical Australian home you would use passage sets on bedrooms, studies and living areas; privacy sets on bathrooms, ensuites and WCs; entrance sets on front, back and garage-access doors; and dummy sets on wardrobe, pantry or cupboard doors that only need a pull.

Most lever ranges are available in all four functions and the same finish, so you can run one design through the whole house. Shop passage sets, privacy sets, entrance sets or dummy sets.

Count one handle set per door leaf, then split the count by function. A four-bedroom home usually needs one or two entrance sets, two to three privacy sets, five to eight passage sets, and however many dummy sets your wardrobes and pantry require.

Walk the floor plan door by door and ask what each door has to do: does it need to lock with a key, lock from inside, latch only, or simply be pulled open. Don't forget the garage-access door, the linen press and any double doors, which need hardware on both leaves. Send us your schedule and we will price the whole list.

A tube latch is the simpler of the two — a small cylindrical latch that holds an internal door closed and is driven by the lever. A mortice lock is a larger rectangular lock body morticed into the edge of the door, carrying both a latch and a deadbolt, and is used where the door needs to key-lock.

As a rule: passage and privacy doors take a tube latch, entrance doors take a mortice lock. Mortice locks also come in different case sizes and backsets, so the lock has to be matched to both the door and the handle. Browse mortice locks and tube latches.

Scale the pull handle to the door, not to the doorway. On a standard 2040mm door, a 450mm or 600mm handle sits comfortably. On a 2340mm or taller pivot entry door, 900mm and above holds the proportion. Very tall or oversized doors often take a handle running most of the leaf height.

Handles are measured centre-to-centre between fixings, so check that measurement against the published overall length before ordering. Shop by size: 300mm, 450mm, 600mm and 900mm.

No. Hinges are supplied separately so you can match the hinge size, type and finish to your specific door. Handle sets include the levers, roses or backplates and fixings, and — where the set is a complete kit — the latch or lock body.

Most internal doors take a pair of 100mm x 75mm hinges; heavier or taller doors usually take three. Match the hinge finish to your handles for a consistent result, and choose ball bearing hinges for heavy or high-traffic doors. Browse hinges.

Every product page lists exactly what ships, under the heading "What's in the Box". A complete handle set typically includes both levers, the roses or backplates, a spindle, fixing screws and the latch or lock body where the set is sold as a kit.

Where a lock, strike, cylinder or turn is sold separately, the product page says so and lists the parts you'll need alongside it. If you're unsure whether a listing is a complete kit, call us before ordering rather than guessing.

Yes. Most of the ranges we carry run across every function and finish, so the same lever design can appear on your entrance, passage, privacy and dummy doors, with matching hinges, door stops, flush pulls and cabinet hardware to suit.

Send through your door schedule or plans and we'll build a complete list with quantities, functions and finishes, priced as one order. This is the easiest way to avoid the common problem of one door being left with mismatched hardware at handover.

The backset is the distance from the edge of the door to the centre of the handle spindle hole. In Australia the two standard backsets are 60mm and 70mm. Getting it wrong means the latch will not reach the handle, so it is the single most important measurement to confirm before ordering.

To measure it, open the door and run a tape from the leading edge of the door to the centre of the round hole the handle passes through. If you are drilling a new door you can choose either, but keep it consistent across the house. Full detail in our Door Handle Backset Guide.

Most residential door hardware is designed around standard Australian door thicknesses, which typically run from 35mm for internal doors up to 40–45mm for entrance doors. Each product page states the thickness range the item is rated for.

Thicker doors — solid timber entrance doors, pivot doors and some commercial leaves — often need a longer spindle, an extended fixing kit or a specific lock case. Tell us the thickness when you order and we will confirm whether the standard kit will fit or an extension is required.

Most lever sets we stock are reversible and suit doors hung either way, so you do not need to specify a hand when ordering. The latch tongue is usually reversible on site by rotating it or releasing a small catch.

A small number of items are genuinely handed — certain mortice locks, some commercial furniture and particular entrance sets. Where that applies, the product page states it clearly and asks you to nominate the hand. If a listing does not mention handing, it is reversible.

Double doors need hardware on both leaves plus a way of holding the inactive leaf shut. The usual arrangement is a locking set on the active leaf, flush bolts top and bottom on the inactive leaf, and a rebate kit if the two leaves are rebated rather than square-edged.

The rebate kit converts a standard mortice lock to suit rebated doors and must match the lock model — they are not universal. Shop rebate kits and flush bolts, or call us with the lock model and we will match it.

Sliding and cavity doors use flush pulls that sit level with the door face, plus an edge pull to draw the door out of the cavity. Where the door needs to lock — a bathroom or ensuite — you use a privacy flush pull set with a turn snib, or a sliding door mortice lock for keyed entry.

Flush pulls come in rectangular, round and square profiles in passage, privacy and entrance functions. Browse rectangular, round and square flush pulls, or sliding door mortice locks.

Often yes, provided the new handle matches the existing backset and the spindle and fixing centres line up. This is the quickest way to update the look of a house without re-drilling doors.

Before ordering, measure the backset, note the spindle size, and check whether your existing rose or backplate is covering old fixing holes that a smaller new rose would leave exposed. Photograph the existing hardware and send it through — we can usually tell you within the day whether a straight swap will work.

Fire doors must be fitted with hardware that has been tested and certified as part of a fire door assembly. Ordinary residential hardware cannot be substituted, and fitting the wrong item can void the door's certification.

Where a product we supply carries a fire rating, the certification is stated on that product page. If your project involves fire doors, tell us at the quoting stage and we will scope the correct certified hardware — including closers, hinges and seals — rather than leaving it to be discovered at inspection. Compliance for the installed assembly rests with the installer and certifier.

Some of it is, and where a product meets accessibility requirements it is stated on that product page. DDA-compliant hardware generally means a lever that can be operated with a closed fist and does not require tight grasping, pinching or wrist twisting — which rules out most knobs.

Accessibility requirements apply to specific classes of building rather than to every project, so tell us the building class and we will identify which items in your schedule need to be compliant. Do not assume a product is compliant unless the listing says so.

Start with the metals already committed elsewhere in the house — tapware, light fittings, cabinet hardware — and work outward from there. Door hardware is usually the last thing specified and the easiest thing to bring into line with what is already chosen.

We stock Matt Black, Satin Brass, Brushed Nickel, Satin Nickel, Polished Brass, Polished Nickel, Satin and Brushed Chrome, Polished Chrome, Graphite Nickel, Gun Metal, Antique Brass, Antique Copper, Distressed Nickel and White. Finishes photograph differently to how they read in person, so the showroom is worth the trip. Browse all finishes.

A living finish is an uncoated or lightly coated metal that changes appearance over time. Polished Brass, Raw Bronze and Antique Copper are the common examples — they darken, mellow and develop patina with handling and exposure, and no two doors will age identically.

This is intended behaviour, not a defect, and it is why living finishes are generally excluded from manufacturer finish warranties. If you want a finish that stays exactly as delivered, choose a plated or PVD finish such as Polished Chrome, Brushed Chrome, Polished Nickel or Brushed Gold PVD instead.

Quality matt black hardware holds up well indoors and is one of the most specified finishes in Australian homes. The variable is the coating: powder-coated and PVD black finishes are considerably more durable than sprayed alternatives, particularly on high-traffic and external doors.

Clean with a soft damp cloth only. Abrasive pads, solvents and general-purpose spray cleaners will mark the coating and will typically void the manufacturer finish warranty. Browse matt black hardware.

Coastal and near-coastal installations should use 316 marine-grade stainless steel rather than 304. The added molybdenum in 316 gives it substantially better resistance to chloride attack, which is what causes the rust spotting and pitting seen on standard stainless in salt-air environments.

Even 316 requires regular fresh-water rinsing to reach its expected service life, and most manufacturers make that a condition of the finish warranty. Our 304 vs 316 Coastal Guide sets out the distance bands and maintenance intervals.

Yes, and it is increasingly common. The approach that works is to keep one finish consistent for all door hardware and vary the finish in a different category — cabinet hardware, tapware or lighting — rather than mixing finishes door to door.

Where people run into trouble is mixing two similar-but-different finishes, such as satin nickel and brushed chrome, which read as a mistake rather than a decision. If you are mixing deliberately, choose finishes that are clearly distinct from each other.

Yes. Many customers order one handle set to check the finish and feel against their doors and joinery before placing the full order. Standard stocked items ordered this way can be returned under our normal returns policy if unused and in original packaging.

If you are local, the showroom is faster — we have more than 6,000 items on display across the ranges we carry, which lets you compare finishes side by side under the same light.

The digital locks we carry are supplied through authorised Australian distributors and are built for Australian door standards — typically door thicknesses from around 35mm to 50mm and the standard 60mm and 70mm backsets. Each product page states the exact range for that model.

Compatibility still depends on your specific door: its thickness, existing preparation, and whether it is timber, aluminium or glass. Send us the door details and we will confirm fit before the order ships. Browse smart locks.

Smart locks run on internal batteries rather than mains power, so a household blackout does not lock you out. The locks give repeated low-battery warnings well before they stop working.

For the flat-battery case, models include a backup: most have a mechanical key override, and many also accept an emergency power source applied to external contacts to open the door long enough to change the batteries. Check the specific backup method on the product page before you buy, and keep the override key somewhere other than inside the house.

Not for basic operation. Codes, fingerprints, cards and keys all work on the lock itself with nothing connected. You need wifi or a hub only if you want remote features — unlocking from away, issuing temporary codes to guests or trades, or seeing an access log on your phone.

Some models have wifi built in; others need a separate hub or bridge. The product page states which. Browse wifi hubs and fobs.

Usually, yes — most smart locks are designed to replace conventional entrance hardware using the existing door preparation. How straightforward it is depends on your current backset, the size of the existing cut-out and whether the new lock body matches.

Some installations need additional machining of the door, which is a job for a locksmith rather than a DIY afternoon. Photograph your existing lock and door edge and send it through, and we will tell you what is involved before you commit.

Only where the specific model carries the relevant certification. We hold a dedicated range of digital locks selected for fire-rated and accessibility applications, and those requirements are noted on the individual product pages.

Do not fit a standard residential smart lock to a fire door — it will void the door assembly's certification. Browse fire-rated and DDA-compliant smart locks, or call us with the project details.

We hold a large range in stock at our Annangrove warehouse and showroom, with more than 6,000 lines on display and over 70,000 products in our catalogue. Stocked items ordered before cut-off generally dispatch the same business day.

Because the catalogue is far larger than any warehouse can hold, some items are brought in from our Australian distributors on order. If timing matters to your job, call before ordering and we will confirm availability on the specific item.

Yes. We ship to every state and territory, including Melbourne, Brisbane, Perth, Adelaide, Canberra, Hobart and Darwin, as well as regional addresses. Orders are dispatched from our Sydney warehouse.

 Full detail is in our shipping policy.

• Standard Shipping $13.50 (Australia-wide)
• Express Shipping NSW & ACT $25
• Express Shipping QLD,VIC $30
• Express Shipping WA,TAS,NT,SA $35

Additional shipping charges may apply to products over 1 metre in length or weighing more than 5 kg.

Freight is calculated at checkout before you pay, so you will see the exact cost for your address before confirming the order. Large or heavy consignments for project orders are quoted separately .

Yes. Select Pickup at checkout and we will notify you by email or SMS when your order is ready. Collect from 2/249 Annangrove Road, Annangrove NSW 2156, Monday to Friday, 10am to 5pm.

Please wait for the ready-for-collection notification before travelling — it confirms every line has been picked, which matters most on multi-item orders where one item may be coming in from a distributor.

Contact us as soon as you notice it, idealy with in 7 days of receiving the  order at support@primehardware.com.au or 1800 329 028, with your order number and photographs of the packaging and the item. 

Keep the original carton and packing material until the matter is resolved, as freight carriers require it for a damage claim. We will arrange a replacement or credit once the claim is confirmed. check our return & refund policy

Yes. For builders and project clients we can allocate stock against a job and release it in stages to match your construction programme, so hardware is not sitting on site months before fit-off.

This works best when we have the schedule early. Contact the trade desk on 1800 329 028 with your programme dates and we will set the release points against it.

 Standard stocked items may be returned within 30 days of delivery, provided they are unused and in their original, undamaged packaging. A 20% restocking fee applies to change-of-mind returns, and return freight is the customer's responsibility.

Special-order and made-to-order items cannot be returned or cancelled once the order is placed. These rights are in addition to your rights under the Australian Consumer Law, which are not affected by this policy. Read the full returns and refund policy.

Yes, on standard stocked items within the 30-day window, provided the product is unused and the packaging is intact. Measuring a backset incorrectly or changing your mind on a finish are both common and we handle them regularly.

Email support@primehardware.com.au with your order number and what you need instead. If your job is under time pressure, say so and we will dispatch the replacement ahead of the return coming back where we can.

Special-order items are brought in from the manufacturer specifically for your order and cannot be returned to them by us. That includes non-stocked finishes, custom lengths, made-to-order pull handles and keyed-alike suites configured to your specification.

Anything ordered this way is flagged clearly before you commit. Because these orders cannot be unwound, we will always confirm measurements, finish and function with you in writing first.

Yes. Everything we supply is covered by the manufacturer's warranty for that brand, and the term is stated on each product page. Warranty periods vary by brand and by product type — mechanical warranties, finish warranties and electronic component warranties are usually separate terms.

As an example, Iver hardware carries a 10-year mechanical manufacturer warranty against defects in materials and workmanship, plus a lifetime finish warranty on Polished Chrome, Brushed Chrome, Polished Nickel and Brushed Gold PVD. Living finishes such as Polished Brass and Raw Bronze patina naturally and are generally excluded from finish defect cover. These are manufacturer warranties and sit alongside your rights under the Australian Consumer Law.

Email support@primehardware.com.au with your order number , photographs of the fault, and a short description of what has happened and when. We lodge the claim with the manufacturer on your behalf and manage it through to resolution.

Claims are assessed faster when the installation details are included — door type, location, and how long the hardware has been in service. Damage from incorrect installation, abrasive cleaning or normal wear is generally not covered by manufacturer warranties.

Yes. We hold trade pricing for residential builders, commercial contractors, locksmiths, cabinetmakers, interior designers, architects and project managers, with volume pricing on project schedules.

Call the trade desk on 1800 329 028 or email support@primehardware.com.au to discuss your account. 

Please call us 1800 329 028 or email support@primehardware.com.au to discuss your account. 

Yes. Send through your plans, door schedule or a simple list of doors and we will return a complete itemised quote — handles, locks, hinges, stops, seals and any fire or accessibility items — with quantities and finishes set out door by door.

For repeat builders we can package this as a standard door pack per house type, which removes the specifying step entirely on subsequent builds. Email your schedule to support@primehardware.com.au.

Yes, and for finish decisions we recommend it. Our Annangrove showroom has more than 6,000 lines on display across the brands we carry, including Iver, Zanda, Tradco, Lockwood, dormakaba, Gainsborough, Superior Brass and Yale.

Walk-ins are welcome Monday to Friday, 10am to 5pm, at 2/249 Annangrove Road, Annangrove NSW 2156. If you are bringing plans or working through a full schedule, call ahead on 1800 329 028 and we will have someone free to sit down with you.

We supply rather than install, but we work with locksmiths and finishing carpenters across Sydney and are happy to point you to someone suitable for your job — particularly for smart lock fitting, mortice lock installation and long entrance pull handles.

Tell us your suburb and what needs fitting when you order, and we will make a recommendation from the trades we deal with regularly.