Lock Shop Direct
Returns, Cancellations and Refunds
This page explains how to cancel an eligible online or telephone order, return an unwanted item, or report goods that are faulty, damaged, misdescribed or incorrectly supplied.
Consumer rights: If you are buying wholly or mainly for personal use, your statutory rights are not affected by this policy. Business customers have different cancellation and return rights, explained below.
Important return-address information: Lock Shop Direct does not process physical product returns at Fort House. Most goods we sell are supplied through manufacturer or distributor partners and must be returned to the correct authorised supplier or returns centre. Please do not send goods to our Newcastle address. Contact us first and we will issue the correct returns paperwork, returns reference and return address for the product concerned. This routing requirement does not prevent a Consumer from giving us a valid notice of cancellation or exercising statutory rights.
2. Consumer change-of-mind returns
This section applies where you are a Consumer and bought at a distance, for example through our website or by telephone. It does not apply to a Business Customer.
Tell us within 14 days
Unless an exception applies, you may cancel from the time the contract is formed until 14 days after the day you receive the goods. If a single order is delivered in separate parcels on different days, the period normally ends 14 days after the last item is received.
Tell us clearly that you are cancelling by emailing returns@lockshopdirect.co.uk, writing to Fort House, 173 West Road, Newcastle upon Tyne, NE15 6PQ, or using the model cancellation form. You do not have to give a reason.
Return the goods within a further 14 days
You must send the goods back without undue delay and no later than 14 days after telling us that you are cancelling, unless we agree to collect them. Contact us promptly after cancellation so that we can issue the correct supplier returns paperwork and destination details.
Return costs
For a change-of-mind return, you are responsible for the direct return cost unless we agree otherwise. Use a service suitable for the product's value and retain evidence of posting or collection.
Inspecting the goods
You may handle an item only as much as is reasonably necessary to establish its nature, characteristics and functioning, broadly as you could inspect it in a shop. We may make a reasonable deduction if handling beyond that level has reduced its value. Examples can include installation, cutting, marking, programming, use, damage or missing parts.
Please return all parts, accessories and instructions and, where reasonably possible, the original packaging. Original packaging helps protect the product but is not an absolute condition of a Consumer's statutory cancellation right.
3. Personalised and made-to-specification goods
The statutory change-of-mind cancellation right does not apply where goods have genuinely been made to your specifications or clearly personalised and the legal exception applies.
Depending on how the item is produced, this can include:
- keys cut to a code, sample, photograph, security card or other customer-specific information;
- locks, cylinders or padlocks pinned, assembled or configured to a customer-specific keyed-alike, keyed-to-differ, master-keyed or restricted system;
- goods engraved, stamped, drilled, cut, sized, handed, finished or otherwise irreversibly modified for you; and
- bespoke master-key schedules or non-standard security systems.
An item is not automatically non-returnable merely because it is described as a special order or was obtained from a supplier. The exception depends on whether it was genuinely made or irreversibly altered for you.
This exception concerns change-of-mind cancellation only. It does not remove your rights if we supply faulty goods, use the wrong information, fail to follow an approved schedule, or otherwise fail to supply what was agreed.
4. Faulty, damaged, misdescribed or incorrectly supplied goods
Consumer goods must be of satisfactory quality, fit for any purpose made known and reasonably relied on, and match their description.
- A Consumer will normally have a short-term right to reject non-conforming goods within 30 days, subject to the applicable law.
- After that period, the usual remedies may include repair or replacement and, where those remedies are unavailable, unsuccessful or not provided within a reasonable time and without significant inconvenience, a price reduction or final right to reject.
- Where goods are faulty, damaged on delivery, misdescribed or incorrectly supplied, we will bear reasonable return or collection costs and provide the remedy required by law.
Tell us promptly about visible transit damage, missing parcels, shortages or incorrect goods. Reporting within 48 hours where practical helps us preserve evidence and make a carrier claim, but a Consumer does not lose statutory rights merely because a report is made later.
Please keep the product, labels and packaging and provide reasonable evidence if requested. Do not install, cut, mark, alter or continue using an item that is visibly damaged or clearly incorrect where doing so could be unsafe or cause further loss.
We may inspect or test a product or arrange an assessment by the manufacturer or an authorised service agent. This is particularly common for specialist mechanical, electronic and combination locks. A manufacturer assessment does not replace a Consumer's rights against Lock Shop Direct as the seller.
A broken tamper seal, missing original packaging or previous installation does not automatically remove statutory rights. It may, however, be relevant when establishing whether a problem was caused by misuse, alteration or handling rather than a defect.
5. How to return goods
- Contact us at returns@lockshopdirect.co.uk and tell us what you are returning and why.
- Wait for our return instructions. We will confirm the correct supplier, manufacturer or authorised returns-centre address and provide any required paperwork, reference number, label or collection details.
- Do not send the goods to Lock Shop Direct at Fort House unless our written instructions specifically tell you to do so.
- Pack the goods securely in suitable outer packaging. Do not attach courier labels directly to retail packaging where this can be avoided.
- Include any paperwork or returns reference we provide, together with all parts, accessories, instructions and security items supplied with the product.
- For a change-of-mind return, where you are responsible for return carriage, use the method and destination we specify and retain proof of sending or collection. The service should be suitable for the product's value and nature.
Returns must be sent to the address shown on the returns paperwork we issue.
There is no single Lock Shop Direct returns address because products may need to go back to different manufacturers, distributors or authorised service centres.
If goods are faulty, damaged, misdescribed or incorrectly supplied, we will arrange collection or provide the appropriate return method, or reimburse reasonable agreed return costs where required. Please do not arrange an unnecessarily expensive return service or send goods to a supplier independently without our instructions.
Where a supplier or manufacturer receives goods on our behalf, Lock Shop Direct remains your retailer. Sending goods to an authorised supplier return address does not transfer responsibility for your statutory rights to that supplier.
6. Refunds and exchanges
When will I receive my refund?
Once the returned goods have reached the correct supplier, manufacturer or authorised returns centre, they may need to be checked before the return is approved. As soon as the return has been accepted, we will arrange the refund without undue delay.
For a valid Consumer cancellation, the refund will be made no later than the legal deadline. Where you are responsible for sending the goods back, we may wait until the goods have been received at the authorised return location or until you provide satisfactory evidence that they have been sent, whichever happens first.
What will be refunded?
Where you validly cancel the whole order, we will refund:
- the price paid for the goods being returned; and
- the cost of the least expensive standard delivery option that we offered, where the law requires us to refund it.
If you chose a more expensive delivery service, such as timed, Saturday, pre-12 or another enhanced option, the additional premium is not normally refundable unless that service was not properly provided or the law requires otherwise.
Who pays the return cost?
For an eligible change-of-mind return, you are normally responsible for the direct return cost where this has been properly disclosed to you. For faulty, damaged, misdescribed or incorrectly supplied goods, Lock Shop Direct will arrange the appropriate return method or cover reasonable agreed return costs where required.
How will the refund be paid?
Refunds are normally made back to the original payment method used for the order. We do not charge a refund-processing fee. After we issue the refund, your bank, card provider or PayPal may take additional time to show the credit on your account.
What if I return only part of my order?
If you return only some items from an order, we will refund the price of those items. Delivery charges are refunded only where required by law. If the original delivery charge would have been the same for the items you keep, that delivery charge will normally not be refunded.
Can I exchange an item instead?
Where practical, we may be able to arrange an exchange. Because many products are supplied through different manufacturers and distributors, the quickest process is sometimes to refund the returned item and ask you to place a new order for the replacement product.
This does not reduce any statutory right you may have to a repair, replacement, price reduction or other remedy where goods are faulty, damaged, misdescribed or incorrectly supplied.
Please remember: a refund cannot normally be completed until the goods have reached the correct authorised return location or we have satisfactory evidence that they have been sent there. Always use the return paperwork and address supplied by Lock Shop Direct.
7. Safes and other heavy or bulky goods
Safes and other non-postable products may require specialist collection or may need to be returned directly to the supplying manufacturer or distributor. Do not send or arrange collection of a safe until we have confirmed the authorised return destination and handling instructions.
For a change-of-mind return, the direct return or collection cost is normally the customer's responsibility where this has been properly disclosed and can be substantial. The product page, checkout or quotation should show or provide an estimate where the goods cannot normally be returned by post.
We will tell you whether the supplier will arrange collection, whether a specialist carrier must be used and what packaging or pallet requirements apply. A safe must be appropriately secured for transport and may be refused by the supplier or carrier if it is not prepared in accordance with the return instructions.
8. Business customer returns
Business Customers do not have the statutory Consumer change-of-mind cancellation right.
A no-fault business return is accepted only with our prior written agreement and may be subject to the goods being unused, complete and in resaleable condition and returned within the period we specify. We may deduct or charge reasonable restocking, testing, repackaging, carriage, supplier and administration costs, which we will explain before accepting the return.
All approved Business Customer returns must follow the returns paperwork and destination instructions issued by Lock Shop Direct. Goods must not be sent to Fort House unless we specifically authorise that address in writing. A return sent to an unauthorised address may be refused or may incur reasonable onward carriage or handling costs.
Accepted special-order and personalised goods are non-cancellable and non-returnable by a Business Customer except where we are in breach or we agree otherwise in writing. Faults and incorrect supplies are dealt with under the Business Customer provisions of our Terms and Conditions.