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, and we accept returns for exchanges or refunds on the vast majority of our products. If you have any questions regarding our terms please feel free to contact our team, we are happy to help.

Contact Email: [email protected]

Before going into detail about the returns process, we would like to draw your attention to a few disclaimers:


Firstly we are unable to accept returns or exchanges on products which are sealed and the packaging has to be damaged to remove the goods. Commonly this applies to products supplied in moulded plastic packaging, once it is cut open we can not accept the product back. At present we have no way of repacking the product, therefore it can no longer be sold as new and for security reasons we only sell new products. This also applies for de-facing the packaging, please do not write / label the packaging as this will cause issues.

Secondly 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.

Finally 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 / handling 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

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 [email protected] and have your Order number, Product code and / or description of the item(s) you wish to return to hand. All of which can be found on your Invoice which will have been emailed to you or delivered with the parcel.
  2. Ensure that the item(s) you are returning is in an unused condition and has all packaging (undamaged). Now pack the item(s) securely to ensure it reaches us in a resalable condition.
  3. Please include a copy of your invoice with the parcel with a reason for return. This will help us process the returns much faster.
  4. Send the unwanted item(s) back to us at the address below, we are not liable for the return postage costs so it is up to you how you wish to return the items, we recommend Royal Mail Signed for post so you have a tracking reference. 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 damaged / faulty goods:

If upon receiving your goods you find that they are damaged or faulty – please contact us immediately.

We will need to issue you with a returns number and label before we can accept any goods back. Your returns label needs to be stuck to the outside of the returns package, and will allow you to take the package to any Post Office and send it to us at no cost to yourself.

Please Note: We strongly recommend getting a proof of postage receipt from the Post Office in case they loose the goods in transit.

Our regular process is to wait until we have received and inspected the damaged / faulty goods, before we dispatch any replacements.

However, if you require the replacement immediately we can take a fully refundable payment to the value of the replacement goods. This will allow us to dispatch them straight away and you in turn can send back the damaged / faulty goods to us within our regular returns timeframe. Upon receiving and inspecting the faulty / damaged goods we shall issue a full refund to the value of the replacement goods.

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.

Costs Incurred for tradesman:

The Lockshop Warehouse LTD can not be held responsible for any costs incurred in respect to tradesmen/laborers due to faulty items, incorrect goods received or late deliveries. We appreciate this can be a problem and advise that orders are opened on the day of receipt. Allowing time for them to be tested and confirming they are as required prior to arranging the installation of any goods. If you have any questions on this please feel free to contact us on the email below.

Customer service email: [email protected]

Customer service address:

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