Returns, Cancellations and Refunds

1. Contact us before returning an item

Email returns@lockshopdirect.co.uk and include:

• your name, contact details and order number;
• the product and quantity you wish to return;
• whether you are cancelling because you changed your mind or because there is a problem; and
• photographs, video, measurements, error codes or other useful evidence where an item is damaged, faulty or incorrect.

We will provide the correct return instructions and, where useful, a returns reference. A returns reference helps us identify and process a parcel, but obtaining one is not a condition of a Consumer exercising a statutory right to cancel.

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.

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

1. Contact us using the details above and obtain the correct return or collection instructions.
2. Pack the goods securely in suitable outer packaging. Do not attach courier labels directly to retail packaging where this can be avoided.
3. Include your name, order number, returns reference if one has been issued, and a brief note describing the reason for return.
4. Include all parts, accessories, instructions and security items supplied with the product.
5. For a change-of-mind return, use a tracked and suitably insured service and retain proof of sending.

Unless we tell you otherwise, the return address is:

If goods are faulty, damaged, misdescribed or incorrectly supplied, we will arrange collection or reimburse reasonable return costs as appropriate. Please do not use an unnecessarily expensive service without our agreement.

6. Refunds and exchanges

Refunds following a valid Consumer cancellation

Where you validly cancel the whole order, we will refund the price paid for the cancelled goods and the cost of the least expensive standard delivery option that we offered. If you chose a more expensive delivery method, the additional premium is not normally refundable unless that enhanced service was not provided and a further refund is due.

We will refund without undue delay and no later than 14 days after the earlier of receiving the returned goods or receiving satisfactory evidence that you sent them back. We may withhold the refund until then unless we agreed to collect the goods.

Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may take additional time to display the credit after we have issued it.

Partial returns

For a partial cancellation, we will refund any delivery charge attributable to the returned goods where required by law. We do not have to refund a delivery charge that would still have been payable for the goods you keep.

Exchanges

Where practical, we may arrange an exchange. In some cases the quickest and clearest process is to refund an eligible return and ask you to place a new order. This does not reduce any right to a repair, replacement or other remedy for faulty goods.

7. Safes and other heavy or bulky goods

Safes and other non-postable products may require a specialist collection. For a change-of-mind return, the direct return or collection cost is normally the customer's responsibility and can be substantial.

The product page, checkout or quotation should show or provide an estimate of the direct return cost where the goods cannot normally be returned by post. Contact us before ordering if an estimate is not displayed or if you need clarification for your location, access route or chosen safe.

Do not arrange an independent pallet or specialist collection until we have confirmed the return address, packaging and handling requirements. A safe must be appropriately secured for transport.

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.

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.

9. Returns contact details