Returns & Exchanges

When ordering online we understand that it can be difficult to always get it right. Our returns policy aims to be as simple as possible, at the heart of it we accept returns for exchanges or refunds on the vast majority of our products. However, before going into detail about the returns process, we would like to draw your attention to a few disclaimers, so as to ensure everyone is up to speed.

Disclaimers

Firstly we are unable to offer any returns on products which have been custom ordered. In general this means keyed alike & master keyed goods.  However this would also include large volume orders which had to be placed directly with the manufacturer. Unfortunately once goods have been edited / made to order in this way they have no resale value or are not possible to take back into stock.

Secondly we can only offer a free returns policy on orders under £200 in value.  Once an order surpasses this value it is subject to a 25% restocking fee. This policy has been put in place to discourage ordering large volumes of goods prior to confirming they are correct. Our recommendation is for customers to contact us, or order a single product, prior to placing large orders. This allows us to keep our prices highly competitive and ensures a far smoother order process for our customers.

The Process

Now we’re on the same page, to action any returns please follow the below process:

1. Contact our Customer Service department within 7 days of receiving your order by telephone on 01323 416426 or by email sales@lockshop-warehouse.co.uk and have your Order number, Product code and / or description of the item(s) you wish to return to hand.
2. Ensure that the item(s) you are returning is in an unused condition and has all packaging. Now pack the item(s) securely to ensure it reaches us in a resalable condition.
3. Send the unwanted item(s) back to us at the address below, via Recorded Delivery, so you have proof of postage. Please use a safe and reliable shipper to return the item(s) as we cannot be responsible for shipments lost or damaged by the shipping carrier.

In the case of exchanges:
Upon receipt of the original goods your replacement item(s) will be sent out. If there is an outstanding balance or credit this will be processed prior to dispatching the replacement(s).

Whereas for refunds:
Once your item(s) have been received back your refund will be issued subject to the above disclaimers. Please note: the refund will not include any shipping costs incurred on the order.

Customer service email: sales@lockshop-warehouse.co.uk

Customer service address:

Lock Shop Warehouse
24 New Upperton Road
Eastbourne
East Sussex
BN21 1NU
United Kingdom