Customer Service
Customer Service

Returns Policy

Returns Procedure

We operate a policy where the customer is given a 24 hour 'think time' delay before goods are shipped out (with the exception of next-day / express delivery orders). Should you wish to cancel your order please do so within 24 hours of placing the order to avoid incurring unnecessary return delivery costs.

Should you wish to return your purchase or part of it - you must file a return with us within 14 days of receipt of the goods.

No returns can be accepted unless previously agreed by us and an official returns reference has been issued.  Once a returns reference has been issued, you have 14 days to return the goods to us in their original condition with any retail packaging in-tact, else the return will be considered invalid and cannot be accepted.   Returned goods are not considered accepted until we have received and inspected the goods, and confirmed the goods are refundable. 

On goods considered unwanted, postage costs cannot be refunded or reimbursed and the cost of returning the goods is the responsibility of the customer.

No returns can be accepted unless previously agreed by us and an official returns reference has been issued.  Once a returns reference has been issued, you have 14 days to return the goods to us in their original condition with any retail packaging in-tact, else the return will be considered invalid and cannot be accepted.   Returned goods are not considered accepted until we have received and inspected the goods, and confirmed the goods are refundable.


Special Orders & Trade-Only Supply

Items that are ordered, that are not kept in stock are deemed to be a special orders. We would have to make a specific individual request / order from the manufacturers. If the products that you are requesting or sourcing are deemed to be special orders, then regrettably once the order / contract has been agreed we are in no way able to have these items returned. Please note that under certain circumstances delivery charges incurred through special orders will be forwarded to the end purchaser.

Similarly, custom-built or modified products cannot be accepted for returns as they would not be re-saleable.  This applies to any product that has been altered or built to suit your specific application.  This includes but is not limited to key cutting, locks which have been keyed-alike by request, and custom built cylinder suites. 

Trade-Only products cannot be accepted for a refund.


Additional Business Terms

Business purchases (defined by a business purchasing goods, or goods purchased by an individual on behalf of or for use by a business) cannot be accepted for a refund unless explicitly agreed to by us, and store credit may be offered in place of a refund.   Returns for business purchases may be accepted at our discretion.  In these circumstances a minimum restocking fee of 25% of invoice value (minimum of £25.00) will be levied. You must inform us within fourteen days from receipt of the goods for your return request to be considered.  You will bear all costs of returning any goods under this category. All items returned as faulty are liable to manufacture inspection.  We cannot guarantee replacement or credit: a warranty repair may be given. No items can be returned if they have been ordered specially. All items to be returned must be in original packaging, undamaged and not used.

Please note that by entering a company name into the invoice address details when placing an order, you are making the purchase chargeable to a company and therefore the order must be treated as a business transaction.


Filing a Return Request

If you wish to return any item you have received, please complete the form below, our sales team will review your submission and send you a returns number.

The Returns Form can be found on this link: https://www.locksonline.com/submit-return.html

The LocksOnline Team


Darrel

Head of the tech team, and locksmith of 25+ years


Eve

Specialises in Ironmongery & Door Furnishing


Lesley

Deals with Sales on the .co.uk website


Nicola

Deals with Sales on the .com website


Ann

Ensures day-to-day logistics run smoothly


Bryn

Keeps our workshop running smoothly


Jack

Our web developer and content manager

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