• Please reject the order if the courier attempts to deliver. If that’s not possible, please keep the product in a safe place in its original packaging.
• Contact us and we’ll email you a returns form with further instructions.
• We can only accept returns where products are in their original, unopened packaging, with any security seals intact. If products are not in a resaleable condition, we will return them to you at your cost.
• Print your returns note and enclose it with your products in safe and secure packaging. There are more details on the returns form.
• Once we receive your return, we’ll check it and process your credit note.
• We’ll deduct a charge of 20% of the invoice value from your credit note value.
• Special order items, items sent direct from the manufacturer, order to order items, large quantities especially ordered and any locksmith services work cannot be accepted for return.

You should receive emails and texts from the couriers with a link to their websites.

You can also access them directly here:

DPD: https://www.dpd.co.uk/service/
DHL: https://track.dhlparcel.co.uk/

• When you place your order, you’ll receive an email from the couriers with tracking information.
• Keep an eye on that tracking information as it is updated regularly by the couriers.
• You may also find options to change your delivery options once the parcel has been collected to a more suitable date or time.
• If your parcel has been delayed, then you’ll receive an update directly from the couriers.
• If you haven’t had any updates and your parcel has not arrived by the day after the date that it should have been delivered, please contact us.

If you have received a dispatch confirmation email and/or your invoice, then we have sent your order to the courier. Sometimes courier information may not update (if the courier is using a temporary driver for example) but your parcel may still be out for delivery.

• Keep an eye on your tracking. A parcel may appear on the tracking software once it is scanned during the courier’s delivery process.
• If there’s still no information and your order hasn’t arrived by the morning after the date that it should have been delivered, please let us know.
• We’ll ask the courier search for your delivery. If they can’t locate it, then we will dispatch a replacement order that day.

Call Rico Logistics on
07368800245
who are on hand to help locate your order.

• Please contact us
• We will arrange for your faulty products to be collected or you can return them to us.
• We will send you a replacement or arrange for a credit note to be prepared
• Please note that manufacturers may require that certain products are checked by them to ensure that the fault has not been caused by misuse. We will notify you if this is the case and provide a copy of any supplier report that they provide us.
• Certain suppliers (including but not limited to Unican, Codelock and Borg) will only repair and not replace their products. Please enquire at the time of ordering for more details.
• Masterkey and other locksmith services will need to be inspected.

• Where your product is older than 28 days, we will put you in contact with the manufacturer to rectify your fault. Some manufacturers offer guarantee periods and you should be sure to register any extended warranty on purchasing the product (if applicable).
• Contact us and we will supply the manufacturer’s contact details.
• Where Abloy Security is the exclusive distributor of the product we may be authorised by the manufacturer to provide a replacement or repair service.

• Please contact us
• Once you have submitted your request, we’ll send you a returns form with further instructions.
• We can only accept returns where products are in their original, unopened packaging, with any security seals intact. If products are not in a resaleable condition, we will return them to you at your cost.
• Print your returns note and enclose it with your products in safe and secure packaging. There are more details on the returns form.
• You can choose to bring your parcel to one of , send it back to us (please keep proof of receipt) or arrange for our couriers to collect from you. There is a £10.05 charge for collections.
• Once we receive your return, we’ll check it and process your credit note.
• We’ll deduct a charge of 20% of the invoice value from your credit note value.
• Special order items, items sent direct from the manufacturer and any locksmith services work cannot be accepted for return.

Please ensure that you have enclosed our returns form with your return to avoid any delays. When the courier arrives to collect your return, they will apply a label to the box and scan it into their system. We can track that parcel on its journey back to our returns team. If you have chosen to send the products back to us, please keep your proof of posting and any tracking details.

When arranging a collection please be sure to provide us with as much information as possible to help the couriers pick up your order. Our couriers attempt to collect twice before cancelling the request. If the courier has attempted to collect twice but was not able to do so, then we can arrange further collections at a charge of £10.05 per collection.

• Contact us
• We’ll ask you if you need replacement products and arrange for them to be sent to you as soon as possible.
• We will raise an invoice for the replacement products:

• We will then send you a returns form with further instructions to return the incorrect products to us.
• We can only accept returns where products are in their original, unopened packaging, with any security seals intact.
• Print your returns note and enclose it with your products in safe and secure packaging. There are more details on the returns form.
• We can arrange a collection at a time that is convenient for you or you can choose to bring your parcel to one of  send it back to us (please keep proof of receipt).
• Once we receive your return, we’ll check it and process your credit note.

• Please contact us.
• We’ll investigate to ensure that all parcels have been delivered by the couriers and with our warehouse teams. We have strict processes in place to ensure that these mistakes don’t happen.
• On completion of that investigation, we’ll send you the missing items by courier.

If you have received a duplicate order or you have received a replacement order and the original order has arrived, please contact us as soon as possible. We will arrange for a collection as soon as possible. Please note that we can’t be responsible for orders that have been sent to us more than once and a £10.05 collection charge and 20% restocking fee may apply.

If we have made a mistake, then we’ll do everything that we can to put things right. That may include sending a replacement order and collecting the original order. To do that, we will need to create an invoice on your account.

If you have a credit facility with us and your statement is produced before your credit has been raised, then this replacement invoice will appear on your statement. You should only pay for the replacement invoice as the other will be cleared by the credit note, once processed. We will only ask you to pay the original invoice if you do not return the goods to us within a reasonable time.

If you do not have a credit facility and you pay for your orders by credit or debit card, you may see an invoice on your account called “Cash replacement”. We will not ask you to pay for this order at the time of processing and, if you see it on your statement, you should not be alarmed. We will only ask you to pay this invoice if you do not return the original order to us within a reasonable time. Otherwise, this invoice does not need to be paid.

Our delivery charges are set out in the delivery charges section of the website. We also offer a free add on service that means that you never pay for delivery twice in the same day.

Once you place an order for next day delivery, any subsequent orders that are dispatched on the same day, to the same address and using the same delivery method will not have a delivery charge.

Please note that premium deliveries are excluded from the add on service and each order will attract a delivery charge.

Where multiple orders have been placed during the day, the initial delivery charge (if the order did not already qualify for free delivery) will not be refunded if the total of all orders exceeds our free delivery threshold.

We aim to process returns within 7-10 working days. Once your credit note has been processed, you will be emailed a copy and your refund will be applied to your account. Please contact our accounts team with your card details to refund the credit amount.

All of our locksmith orders are made specifically to each customer’s requirements. Once the work has been carried out to the products, the keys have been cut, pins have been changed and other work has been carried out, we cannot undo the work.

That means we cannot accept any returns on any products to which locksmith work has been carried out. These products are outside of our normal returns policy and manufacturer guarantee.

We do also understand that sometimes things can go wrong and that we can make mistakes. If that happens then we’ll do everything that we can to make things right but we first need to assess the products. Therefore, if you have a keyed alike, masterkey system or cut keys that do not operate as you expect, please contact us as soon as possible.
We can then:

• Arrange to collect the product (or, if you’d prefer, you can send them back to us)
• Once received, conduct an assessment of the products by our locksmiths
• If the fault was caused by the manufacturing process then we will repair the product and return it to you.
• If the fault was caused by usage then we’ll contact you to discuss if we can repair the product. There may be a cost for doing so.

If you urgently need replacement products, before we have assessed the faulty ones, then we can prepare a replacement order. We’ll do this as quickly as we can (we’ll advise a delivery at the time). We will still arrange to collect the faulty products and our locksmith team will assess them. If the reason for the fault is a result of use, rather than manufacture, then we will not be able to issue a credit. The product will be returned to you at your expense. For this reason, we will ask that any customers who do not have a credit facility pay for such a replacement order before it is dispatched.

Once an order for these items has been placed it cannot be amended and we cannot accept any returns.

Masterkey, keyed alike, additional keys or any other products where we have carried out work, special orders and items sent directly from manufacturers cannot be returned unless they are faulty. Any fault items will need to be inspected by our locksmith team or the manufacturer.

Certain products such as access control products may only be repaired by the manufacturer and not replaced. Please enquire at the time of ordering if you need further information in this regard.

Other products, including Uncian, Codelock and Borg cannot be returned for any reason if the security seal on the box has been broken. Please check that these products are correct before opening any packaging.

On some rare occasions, we may send your order out with an alternative courier. It is usually due to an operational issue with your chosen courier. We only do this if we have to and to ensure your order is still dispatched that same day for next day delivery.

We do not supply packaging for returns. We would recommend using the original external packaging and ensuring its well-sealed for transit in the network.