Customer Service
Customer Service

Terms & Conditions

Making A Purchase

Making a purchase could not be easier. Just browse our online store, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the order.

We accept credit card payments, bank transfers and cheques as payment methods for completing your order.

We accept Visa, Mastercard, Switch and Delta . We do not charge for any item until it is ready to ship. Back-ordered items are usually not charged until they are shipped. You may send your credit card information however you wish, providing it is safe to do so, ie via the online checkout or telephone.

By agreeing to these terms and placing your order with us, you agree that you have thoroughly checked the description of the product(s) being purchased and are happy with the specifications and functionality of the product(s) being purchased. 

By making a purchase at LocksOnline you confirm you are at least 18 years of age and have read and agree to our privacy policy and returns policy.

The processing of your payment and acknowledgement of your order (including sending you an email confirmation) does not constitute legal acceptance of your order. 

Back Orders

If your items are not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made from the UK or the European Union, 20.0% VAT is added. All other orders are VAT free and you should click the exempt button to reduce VAT to zero. Overseas Customers may be charged duty from their respective Customs departments, we are not responsible for covering these charges and if you have any concerns, contact your local customs and excise office prior to ordering.

Credit Card Security

We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. We use SSL security encrypted protocols where you will see the padlock symbol and in the address bar https:// when you are entering your card details.

View our Privacy Policy for more information on how your data is handled.

Warranties and Guarantees

We are happy to help facilitate all manufacturer's warranties and guarantees on goods purchased from us where the manufacturer allows us to.  The responsibility of all manufacturer's warranties or guarantees remain that of the manufacturer and we cannot be held responsible for any damages, losses or costs incurred that would be otherwise covered under the manufacturer's terms of their warranty or guarantee.   This includes but is not limited to postage costs or costs incurred through fitting and removal.

Any extensive guarantees must have been registered with the manufacturer as per the enclosed document with all products offering extended guarantees.   We cannot accept returned goods under warranty without prior confirmation / authorisation from us. 

Reaching Us

If you need to reach us, please use our contact us page, alternatively, you can call 00 44 (0)845 230 0201. Fax 00 44 (0)845 230 0211. Or write to us at Locks on Line Ltd, Old Customs House, Milford Marina, Milford Haven, Pembrokeshire, SA73 3AA, Wales, UK. All calls are recorded.


Special Orders

Items that are ordered, that are not kept in stock are deemed to be a special order. 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. 

Key Cutting

We have locksmiths and key-cutting facilities in our workshop which allow us to offer key-cutting on many products.  When instructed to cut additional keys for products purchased, please be aware that we must open the packaging for the product in order to copy the keys included in the packaging.   By purchasing additional keys you accept that we must open product packaging in order to complete this request.

The very large range of keys that we supply with very few exceptions are cut individually to customer's requirements. We are therefore unable to accept the return for credit of keys that have been incorrectly ordered, or are surplus to customers' requirements. This also applies when ambiguous information is given at the time of ordering. At our sole discretion, we may exchange stock keys returned with a stamped addressed envelope. Where confirmation orders are sent not suitably marked, duplicate orders must be paid for.

When ordering security keys please be aware that identification or authorisation from the registered keeper will be required, and we are unable to accept or fulfil orders for any security keys without suitable authorisation.

Remittance Terms

We accept all major cards and also we are prepared to trade on pro-forma basis. We always request payment before shipment of any goods.

Force Majeure

We shall have no liability to you for any failure or delay in supply or delivery or for any damage or defect to goods supplied or delivered hereunder that is caused by any event or circumstance beyond our reasonable control (including, without limitation, strikes, lockouts and other industrial disputes).

Cancellation and Returns

All cancellation and returns details can be found by viewing our Returns Policy page.  Returns cannot be accepted outside of our terms of our returns policy. By agreeing to these terms and conditions you are also agreeing to our Returns Policy.

Delivery of Goods

You must do all that you reasonably can to enable delivery or collection to take place within the stated time period. If you delay delivery, or delivery fails because you have not taken appropriate steps ensure availability, we will try to arrange a further delivery attempt within 30 days of the failed delivery. If delivery fails as a result of circumstances within your reasonable control, the cost of any re-delivery shall be borne by you. If we are unable to arrange a date for re-delivery we may cancel your order and refund to you the price that you have paid for the goods, less the failed delivery costs.

You must check your delivery thoroughly upon receipt to check for any damage, discrepancy in items or quantities delivered.  Should you find your order to be incorrect, incomplete or only part-delivered, please let us know within 24 hours of receipt of the goods.

Delivery times quoted are a guideline only, and rely on the efficiency of the selected postal services and/or couriers.  Therefore we must allow 30 days before we can consider the shipment 'lost in transit'.  We cannot be held responsible for any loss of earnings or costs incurred by any delay in delivery. Please also note orders placed after 2pm may not be processed until the following working day during busy periods, and any orders placed after 4pm cannot be processed until the next working day.

Overseas customers please be aware that your country may apply import taxes or customs charges to release your goods.  This is not included in our shipping quotes and any taxation or charges enforced by customs is the responsibility of the recipient and not LocksOnline.

Upon delivery of the goods to you or collection of the goods by you, the goods shall be solely at your risk and responsibility. Ownership of any goods shall not pass to you until any outstanding balance on your account has been paid in full and we have confirmed receipt of payment.  Should this be the case with your purchase, until any outstanding balances have been paid by you and receipt of payment confirmed by us, you must keep our property separate from your own property, clearly marked as Property of LocksOnline, and you grant us irrevocable license to enter any of your your premises necessary to retrieve our products should your account be overdue.

All other delivery details including delivery rates can be found by viewing our Delivery Information page.*

International / Overseas Orders

If your order is being shipped overseas, you must ensure that any customs charges or import duties incurred are paid in full to ensure delivery can be made to you.   If any customs charges and/or import duties are not paid or for any other reason delivery cannot be achieved by the courier company through no fault of LocksOnline, we would unfortunately not be able to refund this so please ensure you are aware of the import rates and fees incurred through import into your selected country for the delivery of goods.  

Installation and Use of Goods Purchased

LocksOnline is an online supplier of goods only, and does not offer an installation service.  All products purchased from us should be installed in accordance with the manufacturer's specification, by a qualified person with sufficient knowledge to understand the product, its installation, and best practices within the industry for ensuring a professional and correct installation.  Where the customer is not a qualified installer for the goods purchased, it is the responsibility of the customer to ensure that a suitable qualified installer is chosen and employed to carry out the installation of all items purchased from us.  It is the customer's responsible to ensure that all products purchased are correctly installed to ensure safety and correct function.  LocksOnline cannot be held liable for any damages or losses incurred through the installation of any products purchased from us.


Information provided on this web site is provided "as is" without warranty of any kind, either express or implied. LocksOnline assumes no liability or responsibility for any errors or omissions in the content of our web site. Your use of this web site is at your own risk. Under no circumstances and under no legal theory shall LocksOnline, its suppliers, or any other party involved in creating, producing, or delivering this web sites contents be liable to you or any other person for any indirect, direct, special, incidental, or consequential damages arising from your access to, or use of, this web site.

Any advice given has to be assumed that we are not aware of all relevant facts, therefore we cannot accept any liability for any losses, damage or complications incurred when using or fitting products purchased from us.

Any items purchased from us are sold as-is, and we can not be held liable for any losses incurred by the installation or operation of the product. 

All orders placed are subject to acceptance by us, in form of delivery of goods.  Until this point there will be no legally binding contract between us and the persons or company who placed the order.

* - By agreeing to these terms you are also agreeing to the information regarding deliveries outlined in the Delivery Information page.

The LocksOnline Team


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


Specialises in Ironmongery & Door Furnishing


Deals with Sales on the website


Deals with Sales on the .com website


Ensures day-to-day logistics run smoothly


Keeps our workshop running smoothly


Our web developer and content manager

Close the chat box

We will phone you - Request a call back