Terms and Conditions of Sale and Website Use

1.1 Lock Shop Direct is a trading name of N L S Security Limited, a company registered in England and Wales under company number 07555260. Our registered office and trading address is Fort House, 173 West Road, Newcastle upon Tyne, NE15 6PQ. Our VAT registration number is 297 7588 75.

1.2 You can contact us by telephone on 0330 174 0851, by email at info@lockshopdirect.co.uk, or by post at the address in clause 1.1.

1.3 For returns, please email returns@lockshopdirect.co.uk. Unless we tell you otherwise, returns should be sent to Lock Shop Direct, Fort House, 173 West Road, Newcastle upon Tyne, NE15 6PQ.

1.4 When these Terms require something to be given in writing, email is sufficient unless the law requires another form. Please include your order number whenever possible.

1.5 Our Website is www.lockshopdirect.co.uk. References in these Terms to pages or policies on the Website include any replacement page that we publish for the same purpose.

2.1 In these Terms:

2.2 Business Customer means a person acting for purposes relating wholly or mainly to that person's trade, business, craft or profession.

2.3 Consumer means an individual acting for purposes wholly or mainly outside that individual's trade, business, craft or profession.

2.4 Contract means the contract between you and us for the supply of Goods or, where expressly agreed, services.

2.5 Delivery Information means the delivery information displayed on the Website, in the product listing, at checkout, or in a written quotation or order confirmation.

2.6 Goods means the products that we supply, including locks, keys, cylinders, padlocks, safes, access-control products, door hardware and associated security products.

2.7 Order means your request to buy Goods or services from us, whether placed on the Website, by telephone, by email, through a quotation, or by another method that we accept.

2.8 Personalised Goods means Goods made to your specifications or clearly personalised, including Goods cut, pinned, keyed, engraved, drilled, marked, sized, programmed, configured or otherwise altered specifically for you.

2.9 Special Order Goods means Goods that are not normally held by us and are sourced or manufactured following your Order. Special Order Goods are not necessarily Personalised Goods.

2.10 Terms means these Terms and Conditions of Sale and Website Use.

2.11 Website means www.lockshopdirect.co.uk and any replacement website operated by us for Lock Shop Direct.

2.12 Working Day means Monday to Friday, excluding public holidays in England.

2.13 We, us and our mean N L S Security Limited trading as Lock Shop Direct. You and your mean the person placing the Order or using the Website.

3.1 These Terms apply to Orders placed through the Website and to Orders placed by telephone, email, quotation, pro forma invoice or any other method, unless we expressly agree different written terms.

3.2 Some provisions apply only to Consumers and others only to Business Customers. The relevant status is determined by the purpose for which the Order is placed, not merely by the delivery address or payment method.

3.3 Nothing in these Terms limits or excludes a Consumer's legal rights where those rights cannot lawfully be limited or excluded.

3.4 You must be at least 18 years old and legally capable of entering into a contract. If you place an Order for an organisation, you confirm that you have authority to bind it.

3.5 Additional written terms may apply to a credit account, installation, survey, service contract, master-key project, export Order or other specialist work. If there is a conflict, the more specific written terms take priority for that subject only.

3.6 Our Privacy Policy and Cookie Policy explain how we use personal data and cookies. They are separate from these Terms.

4.1 We take reasonable care to ensure that descriptions, specifications, images, dimensions, prices and availability information are accurate. Product images are illustrative, and colours or finishes may appear different because of lighting, screen settings or normal manufacturing variation.

4.2 Dimensions are approximate unless a tolerance or exact measurement is expressly stated. You should allow for normal manufacturing tolerances and should ask us before ordering if an exact dimension is critical.

4.3 Manufacturers may make non-material changes to packaging, finish, components or specifications. We will not supply a materially different substitute without your agreement.

4.4 A product description, sample or model forms part of the Contract to the extent required by law. General wording intended only as guidance does not override a specific written specification agreed for your Order.

4.5 Security products can reduce risk but cannot guarantee that burglary, unauthorised entry, fire, theft, loss or damage will not occur. Product ratings and certifications apply only in the conditions for which they were tested or issued.

4.6 You are responsible for deciding whether Goods are suitable for your intended use, except where you have told us the particular purpose, supplied accurate information and reasonably relied on our skill or judgement.

4.7 You must use Goods lawfully and in accordance with the manufacturer's instructions, applicable standards and any legal or regulatory requirements.

5.1 You must provide complete and accurate account, billing, delivery and contact information and keep it up to date.

5.2 You must take reasonable steps to keep usernames, passwords, key-system references, security-card details and other credentials confidential.

5.3 Please tell us promptly if you believe an account or credential has been used without authority. You are responsible for activity that you authorise, but nothing in these Terms makes you liable for unauthorised activity that the law says is not your responsibility.

5.4 We may suspend an account or require additional verification where we reasonably suspect fraud, misuse, a security risk or a breach of these Terms.

5.5 You may place an Order as a guest where the Website permits. The absence of an account does not alter your rights or obligations.

6.1 Products displayed on the Website are an invitation to place an Order and are not an offer that we are obliged to accept.

6.2 Your Order is an offer to buy the Goods or services described in it. Please check the Order carefully, including product, quantity, measurements, finish, handing, keying arrangement, delivery address and any personalisation.

6.3 An automated acknowledgement confirms that we have received your Order. It does not normally mean that we have accepted it.

6.4 For standard stock Goods, the Contract is formed when we send a dispatch confirmation, unless we expressly accept the Order earlier in writing.

6.5 For Personalised Goods, Special Order Goods or work that must begin before dispatch, the Contract is formed when we send an express acceptance, confirm that production or sourcing has started, or begin the agreed work with your authority, whichever occurs first.

6.6 For telephone, email, quotation and pro forma Orders, the Contract is formed when we expressly accept the Order in writing, begin authorised production or sourcing, or dispatch the Goods, whichever occurs first.

6.7 We may decline or cancel an Order before acceptance where, for example, Goods are unavailable, a price or description contains an obvious error, payment is not authorised, delivery is not available, required evidence is not supplied, or we reasonably suspect fraud or unlawful use.

6.8 If we cancel after taking payment, we will refund the amount paid for the cancelled part without undue delay. This does not affect any other legal remedy you may have.

6.9 The Contract is made in English. We recommend that you save or print the Order confirmation and the version of these Terms supplied or linked at the time of the Order.

6.10 Each accepted Order is a separate Contract unless we expressly agree otherwise.

7.1 The price payable is the price confirmed when the Order is accepted, subject to correction of an obvious error under clause 7.5.

7.2 For Consumers, the total price payable, including VAT where applicable and any mandatory charges, will be shown before the Order is placed. Business prices may be displayed excluding VAT where this is made clear, but VAT and the total payable will be shown in the Order process or quotation.

7.3 Delivery, collection, installation and other optional charges are additional unless expressly included. Available options and their prices will be shown before you commit to the Order or stated in the quotation.

7.4 Prices and promotions may change, but changes will not affect a Contract already formed unless you agree to the change or the law permits it.

7.5 If a price, discount or description contains an obvious and unmistakeable error that you could reasonably have recognised, we may reject or cancel the affected Order and refund any payment. We will give you the opportunity to reorder at the correct price where possible.

7.6 We accept the payment methods shown on the Website or stated in the quotation. Payment is due when indicated during the Order process. We may obtain payment authorisation when the Order is placed and take payment before dispatch or before work begins.

7.7 Payment remains subject to checks by the payment provider and to reasonable fraud, sanctions and security checks. We are not responsible for a payment provider declining a transaction, but we will not treat an Order as paid unless funds are received or authorised.

7.8 Promotional codes have no cash value, may be subject to separate conditions, and cannot be used after expiry or combined unless we say otherwise. We may refuse a code that has been misused or applied contrary to its stated conditions.

7.9 Unless stated otherwise, payments are in pounds sterling. You are responsible for any currency conversion or overseas payment charges imposed by your bank or payment provider.

8.1 Stock indicators and lead times are estimates based on information available when displayed. Stock may be held by us, a supplier or a manufacturer, and simultaneous Orders or stock discrepancies can occur.

8.2 We will tell you as soon as reasonably possible if Goods are unavailable or materially delayed. We may offer a revised date, an alternative product or cancellation, but we will not substitute a materially different product without your agreement.

8.3 Lead times for Special Order Goods and Personalised Goods begin only when we have all information, approvals, samples, codes, security cards, measurements and cleared payment required to proceed.

8.4 If an Order contains several items, we may dispatch them separately. We will not charge additional delivery fees for split dispatches unless you ask for a different service or we agree otherwise before dispatch.

8.5 Where an item is discontinued or cannot be supplied, our liability is not limited to a refund where the law gives you a further remedy, but we will not be obliged to supply an item that is genuinely unavailable.

9.1 Delivery areas, services, charges, order cut-off times and product-specific restrictions are set out in the Delivery Information, product listing, checkout or quotation. Cut-off times do not guarantee same-day dispatch.

9.2 You must provide a complete and accurate delivery address, postcode, contact number and any access information. Please tell us before acceptance about access restrictions, timed bookings, stairs, lifts, loading restrictions, remote locations or other matters that may affect delivery.

9.3 A delivery or dispatch date is an estimate unless we expressly agree in writing that it is guaranteed or that delivery by that date is essential.

9.4 For a Consumer Order, unless a different time is agreed, we will deliver without undue delay and no later than 30 days after the Contract is formed. Your legal rights where delivery is late, including any right to set an additional deadline or end the Contract, are not affected.

9.5 If you tell us before the Contract is formed that delivery by a stated date is essential and we accept that requirement, your remedies will be determined by the Contract and applicable law.

9.6 If you pay for an enhanced delivery service and that service is not provided because of a failure for which we or our carrier are responsible, we will refund the difference between the enhanced service and the least expensive standard delivery option available for the Order, or provide any greater remedy required by law.

9.7 Goods may arrive in more than one parcel and on different days. A dispatch notice may cover only part of the Order.

9.8 You must ensure that someone is available to receive Goods where a signature or attended delivery is required. If delivery fails because information is wrong, access is unavailable or nobody attends an agreed appointment, we may charge the reasonable additional cost of storage, redelivery or return, provided the failure was not caused by us or the carrier.

9.9 If you expressly authorise delivery to a safe place, neighbour, reception area or nominated person, delivery there will normally count as delivery to you. This does not apply where the carrier acts contrary to your instructions or without reasonable care.

9.10 We may give your contact and delivery details to carriers and fulfilment partners where reasonably necessary to deliver the Order, in accordance with our Privacy Policy.

9.11 International and offshore delivery is available only where shown or agreed. You are responsible for supplying information reasonably required for customs and delivery. Import duties, taxes and local charges are your responsibility unless the quotation expressly says they are included.

9.12 You must not ask us to make a false customs declaration or to export Goods in breach of law, sanctions, licensing rules or manufacturer restrictions.

10.1 If you are a Consumer, risk in the Goods passes when you, or a person identified by you other than the carrier, takes physical possession. If you independently commission a carrier that we did not offer, risk passes when the Goods are delivered to that carrier, as provided by law.

10.2 Ownership of the Goods passes to you when we have received payment in full and the Goods have been delivered, whichever is later.

10.3 If you are a Business Customer, risk passes on completion of delivery at the agreed location or, where you collect, when the Goods are made available and collected.

10.4 Ownership does not pass to a Business Customer until we receive payment in full for the relevant Goods. Until then, you must keep them identifiable, properly stored and insured and must not pledge or charge them.

10.5 A Business Customer may resell Goods in the ordinary course of business before ownership passes, but the right to do so ends automatically if payment becomes overdue or an insolvency event occurs. We may require return of unpaid Goods to the extent permitted by law.

11.1 Please check the external condition, quantity and identity of the Goods as soon as reasonably possible after delivery.

11.2 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 later.

11.3 Please keep the Goods, labels and packaging and provide photographs or other reasonable evidence if requested. Do not dispose of damaged Goods without our agreement unless retaining them would be unsafe.

11.4 Where reasonably possible, do not install, cut, mark, alter or use Goods that are visibly damaged or clearly incorrect. Doing so does not automatically remove your rights, but may affect the remedy or any loss that could reasonably have been avoided.

11.5 Signing a delivery note, including signing as unchecked, does not remove rights that cannot lawfully be removed.

11.6 Business Customer notification requirements are set out in clause 24 and apply in addition to this clause.

12.1 This clause applies only to a Consumer who enters into a distance Contract, such as an online or telephone Order. It does not apply to a Business Customer.

12.2 Unless an exception in clause 13 applies, you may cancel from the time the Contract is formed until 14 days after the day on which you, or a person nominated by you other than the carrier, receives the Goods.

12.3 If one Order contains several Goods delivered on different days, the cancellation period normally ends 14 days after receipt of the last item. If Goods are delivered regularly over a defined period, it normally ends 14 days after receipt of the first item.

12.4 To cancel, send us a clear statement by email to returns@lockshopdirect.co.uk, by post to the address in clause 1.3, or by another durable method. You may use the model cancellation form in Schedule 1, but you do not have to.

12.5 Please include your name, address, order number, the Goods concerned and the date of receipt. A returns number helps us process the return, but obtaining one is not a condition of exercising a statutory cancellation right.

12.6 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.

12.7 Unless the Goods are faulty, incorrect or damaged on delivery, you are responsible for the direct cost of returning them. You should use a suitable service and retain evidence of posting or collection.

12.8 For safes and other Goods that cannot normally be returned by post, return or collection costs may be substantial. The applicable product page, checkout or quotation should give an estimate before the Contract is made. If required information was not provided, responsibility for the cost will be determined by law.

12.9 You may handle the Goods only as much as is necessary to establish their nature, characteristics and functioning, in the same way as you could reasonably inspect them in a shop.

12.10 We may reduce a refund to reflect a reduction in value caused by handling beyond what is reasonably necessary. Installation, cutting, marking, programming, use, damage, missing parts or breaking a seal may reduce value, but no single act automatically removes the right to cancel where the law provides it.

12.11 Please return Goods with all parts, accessories, instructions and, where reasonably possible, original packaging. Original packaging is requested to protect the Goods but is not an absolute condition of a Consumer's statutory rights.

12.12 If you ask us to begin a separately purchased service during the cancellation period, you may have to pay a proportionate amount for work properly performed before cancellation. The right to cancel a fully performed service may be lost only where the legal requirements, including any necessary express request and acknowledgement, have been met.

13.1 The statutory change-of-mind cancellation right does not apply to Goods made to your specifications or clearly personalised, where the legal exception applies.

13.2 Depending on how they are produced, examples may 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;
• engraved, stamped, marked, drilled, cut, sized, handed, finished or otherwise modified Goods;
• bespoke master-key schedules and non-standard security systems; and
• other Goods that have been manufactured or irreversibly altered specifically for you and cannot reasonably be sold as ordinary stock.

13.3 Selecting an item from ordinary standard options does not necessarily make it personalised. Whether the exception applies depends on the nature of the Goods and the work carried out.

13.4 A product is not automatically excluded from cancellation merely because it is described as a Special Order, is not held in our warehouse, or has been obtained from a supplier. Where it is not personalised and no other legal exception applies, a Consumer retains the statutory cancellation right.

13.5 If cancellation rights will be excluded because production or personalisation is to begin, we will aim to make that clear before the Order is placed or accepted.

13.6 The exceptions in this clause concern change-of-mind cancellation only. They do not remove rights where Goods are faulty, not as described, incorrectly supplied or otherwise do not conform to the Contract.

14.1 Where you validly cancel the whole Contract, we will refund the price paid for the cancelled Goods and the cost of the least expensive standard delivery option that we offered for the Order.

14.2 If you chose a more expensive delivery service, we do not have to refund the additional premium unless that service was not provided and a further refund is due under clause 9.6 or by law.

14.3 We will make the refund without undue delay and no later than 14 days after the earliest of:

• the day we receive the returned Goods;
• the day you provide evidence that you sent the Goods back; or
• where no Goods were supplied, 14 days after you tell us that you are cancelling.

14.4 We may withhold the refund until we receive the Goods or evidence of return, unless we have agreed to collect them.

14.5 Refunds will be made using the same payment method used for the Order unless you expressly agree otherwise, and we will not charge a refund fee.

14.6 Any deduction for diminished value will be reasonable and based on the actual loss in value caused by handling beyond what was necessary.

14.7 For a partial cancellation, we will refund any delivery charge attributable to the cancelled 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.

14.8 Refund rights for faulty or incorrect Goods are dealt with under clause 15 and may be different or more extensive.

15.1 Consumer Goods must be of satisfactory quality, fit for any purpose made known and reasonably relied on, match their description and sample where applicable, and meet other legal requirements.

15.2 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.

15.3 Clause 15.2 is a summary and does not replace or restrict the remedies provided by law. Different rules can apply to installation, services and Goods with digital elements.

15.4 To report a problem, contact us with the order number, product details, a description of the issue and any photographs, video, measurements, error codes or other evidence reasonably needed to understand it.

15.5 We may ask you to stop using the Goods where continued use could be unsafe or cause further damage.

15.6 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.

15.7 We may inspect or test Goods, or arrange an assessment by the manufacturer or an authorised service agent. Any assessment process must not be used to avoid or unreasonably delay our responsibilities as the seller.

15.8 A manufacturer may repair or assess Goods on our behalf, particularly specialist mechanical, electronic or combination locks. A manufacturer-only process does not replace a Consumer's rights against us.

15.9 Goods are not faulty merely because they have suffered fair wear and tear, accidental damage, misuse, neglect, unauthorised modification, incompatible use, depleted consumables or damage caused by incorrect storage or installation, unless the problem also results from our breach or from defective Goods.

15.10 A broken tamper seal, missing packaging or installation does not automatically remove statutory rights. It may be relevant evidence when deciding whether a problem was caused by alteration, misuse or handling.

15.11 You do not need original packaging to exercise rights in relation to faulty Goods, although suitable packaging may be required to return them safely.

15.12 If, after a fair assessment, the Goods conform to the Contract and the reported issue was caused by misuse, incompatible equipment or incorrect third-party installation, we may return the Goods and charge reasonable inspection, collection or redelivery costs only where the law permits and we told you about the possible charge before it was incurred.

16.1 A manufacturer's guarantee is additional to, and does not replace, a Consumer's rights against us.

16.2 A guarantee may require registration, proof of purchase, servicing, use of approved components or compliance with installation instructions. Those conditions apply to the voluntary guarantee only and cannot remove rights that the law gives you against us.

16.3 Where the manufacturer has specialist diagnostic facilities, we may coordinate support or ask the manufacturer to contact you. We remain responsible for our obligations under the Contract.

16.4 Unless we expressly provide a separate commercial guarantee, the scope and duration of any manufacturer guarantee are set by the manufacturer.

17.1 Many security products require exact measurements and compatible components. You are responsible for checking information before ordering, including size, backset, centres or PZ measurement, handing, spindle, case depth, door thickness, fixing points, key profile, voltage, connectivity, fire rating and intended environment.

17.2 Where you provide measurements, photographs, templates, schedules, codes, samples or other information, you confirm that they are accurate and complete. We may rely on them when supplying or configuring the Goods.

17.3 If we give advice based on information that is incomplete or inaccurate, we are not responsible for a resulting mismatch to the extent caused by that information. This does not exclude responsibility where our advice was negligent or wrong despite accurate information.

17.4 Before fitting, cutting, marking or altering Goods, check them against the Order and the opening, door or equipment. Contact us before proceeding if anything appears wrong.

17.5 Unless installation is expressly included in writing, the Contract is for supply only.

17.6 Products should be installed by a competent person and strictly in accordance with manufacturer instructions. For locksmith work, we recommend an appropriately qualified and, where suitable, Master Locksmiths Association approved locksmith.

17.7 We are not responsible for damage or failure caused by incorrect third-party installation, adjustment, maintenance or site conditions. This does not exclude liability for defective Goods, negligent advice or installation carried out by us.

17.8 Fire-door, escape-route, accessibility, electrical, alarm and access-control products must be selected and installed as part of a compliant overall system. Unless we expressly undertake a survey or design service, you and your installer are responsible for checking the requirements applying to the building and door set.

17.9 Where we expressly agree to install or provide a service, we will perform it with reasonable care and skill. You must provide safe and timely access, accurate site information, suitable services and any permissions required from the owner, landlord or other authority.

18.1 By ordering a key, you confirm that you are entitled to possess and copy it and that the Order is for a lawful purpose.

18.2 You are responsible for supplying the correct key code, key reference, image, sample, security card, letter of authority and any other information required. A small difference in a code or profile can produce an unusable key.

18.3 Where possible, use an original key code or an unworn original key. A key cut from a worn, damaged or inaccurate sample may reproduce that wear or inaccuracy.

18.4 You are responsible for a physical key or security card while it is being sent to us and should use secure, trackable packaging. We are responsible for it once received and while in our possession, subject to these Terms and the law.

18.5 Keys cut or configured specifically for you are normally Personalised Goods and the change-of-mind cancellation right may not apply. Rights remain where we cut the wrong key, use the wrong information, or the key is otherwise faulty or non-conforming.

18.6 Restricted and registered key systems may require an original security card, signature, identification, account verification, letter of authority or confirmation from the system owner or manufacturer.

18.7 We may refuse or delay a key Order where we cannot reasonably verify authority, the information does not match the system record, or supply would breach law, manufacturer rules or a security restriction. Any refund will be dealt with under clause 31.

18.8 You must store keys, codes, security cards and system references securely. We are not responsible for unauthorised copying or use caused by your failure to protect them, except to the extent caused by our breach.

19.1 You must check and approve the required keying arrangement, cylinder sizes, finishes, quantities, key quantities, sub-master groups, master levels, door references and any schedule before production.

19.2 Where we provide a schedule or drawing for approval, production may not begin until approval is received. Your approval confirms that the documented arrangement matches your requirement, but does not excuse an error that we introduced after approval or a defect in the Goods.

19.3 Changes requested after approval or after pinning, cutting, assembly or manufacture has begun may require remanufacture and additional charges. We will explain any charge before carrying out the change.

19.4 The number of keys included with each cylinder or lock is only the number stated in the product description, quotation or Order confirmation. Additional differ, keyed-alike, sub-master or master keys are charged separately unless expressly included.

19.5 Mechanical key systems operate within manufacturing tolerances. A properly supplied key may require normal bedding-in, but it must still operate safely and reasonably when used as intended.

19.6 We and the manufacturer may retain system references, bitting information, schedules and authorisation records where reasonably necessary for security, support and future authorised Orders, in accordance with our Privacy Policy.

19.7 Proprietary system charts, software, coding methods and manufacturer data remain the intellectual property or confidential information of their owner. Unless agreed otherwise, this does not prevent an authorised customer from ordering compatible additions.

19.8 Future additions depend on the continuing availability of the product range, key blanks and manufacturer support. We cannot guarantee indefinite availability, but will tell you about known restrictions when reasonably possible.

19.9 Keyed-alike and master-key Goods made specifically to an approved arrangement are normally Personalised Goods. This affects change-of-mind cancellation only and not rights relating to faults or our errors.

20.1 Lead times for Special Order Goods and Personalised Goods are estimates unless expressly guaranteed. They may depend on manufacturer capacity, material availability, imported components and receipt of final approvals.

20.2 We may require full payment, a deposit or written approval before sourcing or production begins.

20.3 A Consumer cannot cancel Personalised Goods under the statutory change-of-mind right where the legal exception applies. Clause 13 explains the distinction between Personalised Goods and Goods that are merely special order.

20.4 If a Consumer asks to change or cancel before production or irreversible work has begun, we will consider the request and will not impose a charge unless it is lawful and reflects costs or work that we are entitled to recover.

20.5 For a Business Customer, an accepted Special Order or Personalised Order may be changed or cancelled only with our written agreement. We may require payment of reasonable committed supplier charges, work completed, materials and other direct losses caused by the change or cancellation.

20.6 Where Goods are supplied according to a customer-approved drawing, schedule or specification, a difference that faithfully reflects the approved information is not our error. This does not apply where we failed to follow the approved information or the Goods are defective.

21.1 A safe's cash rating, jewellery rating, fire rating, burglary grade or certification is based on the stated test, standard or manufacturer guidance. Insurers may apply different requirements. You should confirm acceptance, anchoring and cover with your insurer before ordering or installation.

21.2 The delivery service is only the service expressly stated in the product listing, Delivery Information, checkout or quotation. Kerbside, doorstep, threshold, room-of-choice, stair carry, positioning, bolting-down and installation are different services and are not included unless expressly stated.

21.3 Before acceptance, you must disclose accurate information about access, road and parking restrictions, steps, stairs, lifts, door and corridor widths, tight turns, floor coverings, gradients, floor loading and any other obstacle. Photographs or a survey may be required.

21.4 You must check that the full delivery route and final location can safely accommodate the safe, delivery equipment and personnel. The dimensions and weight of packaging may exceed the safe's stated body dimensions.

21.5 If an attended or specialist delivery fails because material access information was omitted or inaccurate, or the site is unsafe or unavailable, we may charge the reasonable additional cost of aborted delivery, storage, return and redelivery. We will not charge for a failure caused by us or our contractor.

21.6 You are responsible for confirming that floors, walls, fixings and structures can support the safe and the installation loads, unless we expressly undertake that assessment in writing.

21.7 Safes must be installed and anchored in accordance with the manufacturer's instructions, insurer requirements and any applicable standard. A free-standing safe may not achieve its stated security performance if it is not correctly anchored.

21.8 Underfloor and wall safes require particular care. The installer must follow all manufacturer instructions concerning separation from concrete, membranes, waterproofing, drainage, corrosion protection, sealants, ventilation, curing and environmental moisture. Ordinary cement or concrete should not be assumed to provide waterproofing.

21.9 We are not responsible for damp, flooding, condensation, corrosion, structural damage or loss caused by unsuitable site conditions or incorrect third-party installation, except to the extent caused by defective Goods, negligent advice or a service performed by us.

21.10 Where we expressly agree to install a safe, the quotation will define the work, assumptions and exclusions. You must disclose concealed services and hazards and obtain landlord, freeholder, planning or other permissions where required.

21.11 Moving or relocating a safe after installation can affect anchoring, warranty and certification and should be carried out by a competent specialist.

21.12 Change-of-mind returns for safes and other bulky Goods are subject to clauses 12 to 14. You are responsible for direct return costs unless the Goods are faulty or we agree otherwise, and those costs can be substantial.

21.13 A safe is not an insurance policy. You remain responsible for insuring its contents and following the insurer's conditions. Any liability we may have for loss is governed by clauses 25 and 26 and applicable law.

21.14 Fire-resistance periods and temperature limits apply only under the stated test conditions. Performance can be affected by installation, impact, ventilation, the type of contents and the nature and duration of a real fire.

22.1 Before ordering, check compatibility with the door, lock case, power supply, network, mobile device, operating system, hub, protocol, credentials and any third-party system.

22.2 Some features depend on third-party applications, cloud services, internet access, mobile networks or integrations. We will not be responsible for a third-party outage or change outside our reasonable control, but this does not remove rights where essential advertised functionality is not supplied or the Goods do not conform to the Contract.

22.3 You are responsible for installing available security updates, replacing batteries, protecting administrator credentials and following backup or emergency-access procedures.

22.4 Default codes and passwords should be changed promptly. You should remove access for former staff, contractors or occupants and keep audit and user records where appropriate.

22.5 Do not rely on a consumer smart product as the sole control for a life-safety, fire-escape or critical-security function unless it is expressly designed, certified and installed for that purpose.

22.6 Goods with digital elements remain subject to applicable legal requirements concerning conformity, updates and remedies. Any separate software licence applies in addition to these Terms but cannot remove rights that cannot lawfully be excluded.

23.1 Some Goods may be restricted to locksmiths, security professionals, approved account holders, persons over a stated age or customers able to demonstrate a legitimate purpose.

23.2 We may ask for identification, trade credentials, company details, proof of authority, a security card, end-use information or other reasonable evidence before accepting or dispatching an Order.

23.3 You must not buy, export, resell, possess or use Goods in breach of law, sanctions, licensing requirements, manufacturer restrictions or the rights of another person.

23.4 We may refuse, suspend or cancel an Order where required evidence is not supplied or we reasonably believe supply would be unlawful, unsafe or contrary to a legitimate security restriction. We will refund amounts paid for Goods not supplied, except to the extent the law permits us to recover loss caused by your breach.

23.5 It is your responsibility to obtain any permission required to install or alter locks, doors, common parts, rented property, listed buildings or regulated premises.

24.1 A quotation is valid for the period stated in it and may be withdrawn before acceptance. A quotation based on estimated quantities, incomplete information or a site assumption may be revised when accurate information is available.

24.2 Payment is due in advance unless we have approved a credit account or expressly agree otherwise. Credit limits and payment periods may be varied or withdrawn on reasonable notice, and we may require payment before further supply if an amount is overdue or credit risk materially changes.

24.3 For overdue sums, we may claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, or any contractual rate expressly agreed in writing, but not both for the same period.

24.4 You must pay amounts due without set-off, counterclaim, deduction or withholding except where required by law or where we have agreed a credit note.

24.5 You must inspect Goods promptly. Visible damage, shortage or incorrect delivery should be notified in writing within five Working Days of delivery, with reasonable evidence. Failure to meet that period does not bar a claim for a defect that could not reasonably have been identified or where it would be unreasonable to do so.

24.6 A latent defect must be notified promptly after discovery and within any applicable contractual or manufacturer warranty period, without limiting liability that cannot lawfully be limited.

24.7 We may require a reasonable opportunity to inspect, test, repair or replace Goods before you incur third-party remedial costs. Emergency action reasonably required to prevent injury or further damage is not prohibited, but you should preserve evidence.

24.8 Business Customers do not have the Consumer change-of-mind cancellation right. A no-fault return is accepted only with our prior written agreement and may be subject to the Goods being unused, complete, in resaleable condition and returned within the period we specify.

24.9 We may deduct or charge reasonable restocking, testing, repackaging, carriage, supplier and administrative costs for an agreed Business Customer no-fault return. We will explain the basis before accepting the return.

24.10 Accepted Special Order Goods and Personalised Goods are non-cancellable and non-returnable by a Business Customer except for our breach or with our written agreement under clause 20.5.

24.11 We warrant that, at delivery, Goods will materially conform to their agreed description and be free from material defects in materials and workmanship, subject to proper storage, installation, use and maintenance.

24.12 Except as expressly stated in the Contract and to the fullest extent permitted by law, terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and equivalent implied terms are excluded for Business Customers.

24.13 Our obligation for a valid Business Customer warranty claim is, at our option, to repair, replace or refund the affected Goods, subject to clause 26. This does not limit a remedy expressly agreed in writing or liability that cannot lawfully be limited.

24.14 You acknowledge that you have selected the Goods using your own skill and judgement except to the extent that a specific written recommendation by us forms part of the Contract.

24.15 If you resell or install Goods, you must provide appropriate instructions, warnings and traceability information and comply with product-safety, consumer, export and installation law.

24.16 You will indemnify us against reasonable third-party claims, losses and costs caused by your unlawful resale, material alteration, misleading representation or installation of Goods, except to the extent caused by our breach or negligence.

25.1 If we fail to comply with the Contract, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. Loss is foreseeable if it was obvious or both parties knew it might happen when the Contract was formed.

25.2 We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights relating to title, defective products where liability cannot be excluded, or any other liability that the law does not allow us to exclude or limit.

25.3 If you are a Consumer, we supply Goods for private use unless a business purpose is expressly agreed. We are not liable for business losses, including loss of profit, revenue, contracts, opportunity, goodwill, data or business interruption, arising from a Consumer Contract.

25.4 We are not responsible for loss caused solely by inaccurate information supplied by you, unlawful use, failure to follow instructions, or incorrect third-party installation, maintenance or modification. We remain responsible to the extent that our breach, defective Goods or negligent advice also caused the loss.

25.5 General guidance on the Website or given without a paid survey cannot account for every site condition. This does not exclude responsibility for a specific representation or recommendation on which you reasonably relied.

25.6 Nothing in this clause affects a Consumer's statutory rights.

26.1 Nothing in the Contract limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of the terms implied by section 12 of the Sale of Goods Act 1979, or any other liability that cannot lawfully be limited or excluded.

26.2 Subject to clause 26.1, we are not liable for:

• loss of profit, revenue, business, contracts, anticipated savings, goodwill or opportunity;
• loss or corruption of data;
• business interruption; or
• any indirect or consequential loss.

26.3 Subject to clauses 26.1 and 26.2: (a) our total liability for physical loss of or damage to tangible property, other than the Goods themselves, caused by our negligence or by a defect in the Goods will not exceed £5,000,000 in respect of any one claim or series of connected claims; and (b) our total aggregate liability for all other loss or damage arising out of or in connection with an Order, whether in contract, tort (including negligence), breach of statutory duty, misrepresentation or otherwise, will not exceed 125 per cent of the total price paid or payable for the affected Order. These limits apply in aggregate to all claims arising from the same or substantially the same facts.

26.4 The limits in clause 26.3 do not reduce an express refund obligation for Goods not supplied or a repair, replacement or refund remedy expressly stated elsewhere in the Contract, and they do not apply where liability cannot lawfully be limited.

26.5 Each party must take reasonable steps to reduce or avoid loss. We are not liable for loss that could reasonably have been avoided by following instructions, stopping use of unsafe or defective Goods, preserving evidence or allowing a reasonable opportunity to remedy the problem.

26.6 The limits and exclusions in this clause have been taken into account in setting our prices. The existence or amount of any insurance held by us does not increase or extend our liability under the Contract. You are responsible for arranging insurance appropriate to your business, premises, installations and the value of property or contents at risk.

27.1 We are not responsible for delay or failure caused by an event outside our reasonable control, such as severe weather, flood, fire, epidemic, war, civil disorder, terrorism, transport disruption, industrial action not limited to our own workforce, power or network failure, cyberattack, government action, import restriction or supplier failure caused by such an event.

27.2 We will take reasonable steps to reduce the effect, tell you where the impact is material and resume performance when reasonably possible.

27.3 Our obligations are suspended for the duration of the event. If delay becomes substantial, either party may have a right to cancel the affected part. A Consumer's rights concerning late delivery, refunds and services are not restricted by this clause.

27.4 An event outside our control does not excuse payment for Goods already delivered or services properly performed.

28.1 You may use the Website for lawful personal or business purchasing and information purposes. You must not misuse it, attempt unauthorised access, introduce malware, interfere with operation, scrape data at an unreasonable rate, evade security controls or use content to mislead others.

28.2 The Website and its text, graphics, logos, photographs, databases, software and other content are owned by or licensed to us and are protected by intellectual-property law.

28.3 You may print or download reasonable extracts for evaluating, purchasing, installing or using our Goods. You must not reproduce, republish, sell or commercially exploit Website content without permission, except where the law allows.

28.4 Trade marks and manufacturer material belong to their respective owners. Their appearance does not grant a licence or imply an endorsement beyond the products or relationship described.

28.5 Links to third-party websites are provided for convenience. We do not control their content or availability and are not responsible for them, although this does not affect responsibility for a statement that we expressly adopt as part of the Contract.

28.6 We take reasonable steps to keep the Website available and secure but do not guarantee uninterrupted access. We may suspend access for maintenance, security or operational reasons.

28.7 If you submit a review, question, image or other content, you confirm that it is accurate, lawful and does not infringe another person's rights. You grant us a non-exclusive licence to use it for operating and promoting the Website and Goods, subject to privacy law. We may remove unlawful, abusive, misleading or irrelevant content.

29.1 Our Privacy Policy explains what personal data we collect, why we use it, who we share it with, how long we keep it and your rights. Our Cookie Policy explains the cookies and similar technologies used on the Website.

29.2 We may use your contact details to process payment, verify authority, prevent fraud, fulfil the Order, arrange delivery, provide safety or recall information, manage returns and warranties and meet legal obligations.

29.3 Order, service, security and recall messages are transactional communications and may be sent even where you have not agreed to marketing.

29.4 We will send electronic marketing only where permitted by law. You can opt out using the link in a marketing message or by contacting us. Opting out of marketing does not stop transactional messages.

29.5 You must not send us unnecessary sensitive personal data or unredacted identity documents unless we have requested them through an appropriate channel.

30.1 Please raise a complaint by emailing info@lockshopdirect.co.uk, telephoning 0330 174 0851, or writing to the address in clause 1.1. For a return or product fault, you may use returns@lockshopdirect.co.uk.

30.2 Please provide the order number, contact details, the outcome you are seeking and relevant evidence. We will investigate fairly and may ask for further information or inspection.

30.3 If a Consumer complaint is not resolved, we will explain our final position. Where we are required by law, contract or membership of a trade or dispute-resolution scheme to use or identify an alternative dispute resolution provider, we will give the required details and say whether we are obliged or willing to participate.

30.4 Nothing in this clause removes either party's right to use the courts or any other remedy available by law.

31.1 We may suspend or cancel all or part of an Order where:

• payment is not authorised or becomes subject to a genuine fraud or chargeback concern;
• Goods are unavailable or cannot lawfully be supplied;
• a price, description or system configuration contains an obvious material error;
• required measurements, approvals, identification or authority are not supplied;
• you materially breach the Contract and, where the breach can be remedied, do not remedy it within a reasonable time after notice;
• we reasonably believe the Order is connected with unlawful, abusive or unsafe conduct; or
• an event outside our reasonable control makes performance impossible or materially impracticable.

31.2 We will tell you the reason unless law or security considerations prevent us. We will refund payment for Goods or services not supplied, subject to any lawful deduction for authorised work already completed, Personalised Goods already produced, or direct loss caused by a Business Customer's breach.

31.3 Cancellation does not affect rights and liabilities that arose before cancellation or clauses intended to continue afterwards.

32.1 We may update these Terms for future Orders to reflect changes in law, technology, products or business practice.

32.2 The Terms applying to an Order are the version supplied or made available when the Contract is formed. A later Website update does not retrospectively change that Contract.

32.3 A material change to an existing Contract is effective only if agreed by both parties or otherwise permitted by law.

32.4 The version and effective date appear at the beginning of this document.

33.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not reduce a Consumer's rights. A Consumer may transfer rights where the law allows. A Business Customer may transfer the Contract only with our prior written consent, not to be unreasonably withheld where the transfer does not increase risk.

33.2 The Contract is between you and us. No other person has a right to enforce it under the Contracts (Rights of Third Parties) Act 1999, except a permitted successor or assignee.

33.3 If any provision is found unlawful or unenforceable, it will be treated as modified to the minimum extent necessary or, if that is not possible, deleted. The remaining provisions continue in effect.

33.4 A delay or failure to enforce a right is not a waiver of that right. A waiver on one occasion is not a waiver on another.

33.5 For a Consumer, the Contract includes statements and information that the law treats as binding. Nothing in these Terms excludes liability for a statement on which you are legally entitled to rely.

33.6 For a Business Customer, the written Contract constitutes the entire agreement concerning the Order and supersedes earlier discussions, without excluding liability for fraud or fraudulent misrepresentation.

33.7 If you are a Consumer, English law applies, but you retain the benefit of any mandatory consumer protection of the part of the United Kingdom or other country in which you habitually live. You may bring proceedings in any court that has jurisdiction under applicable consumer law, including the courts of the part of the United Kingdom where you live.

33.8 If you are a Business Customer, the Contract and any non-contractual dispute are governed by English law and the courts of England and Wales have exclusive jurisdiction.

33.9 Headings are for convenience and do not affect interpretation. Words such as including and for example do not limit the words that come before them.