Returns and refunds
The policy in one paragraph
You can return a Locksure within 30 days of purchase for a full refund. That includes a Locksure you have fitted and used: if it did not suit your door or your household, send it back and we refund in full, with no deduction. You pay the return postage. If the item is faulty, we cover the return postage.
How to return
- Email [email protected] with your order number and a line on why. If it did not fit, say which lock you have: we may be able to fix it with a spacer or the other version instead.
- We reply with confirmation and, for a faulty item, how we cover the postage.
- Pack everything that came in the box. If the monitor is on the door, remove it with the cord (see Removing Locksure). A used adhesive pad is expected and fine.
- Post to: Lockstate Limited, 6 Aston Croft, Biggleswade, SG18 8GR, United Kingdom. Get a certificate of posting; it is free at the Post Office.
- We refund to your original payment method once the parcel reaches us, and email you when it is done.
What is refunded
- Everything you paid for the order, including the delivery charge if there was one.
- Not the return postage, unless the item is faulty.
Bought on Amazon?
Use the returns option on your Amazon orders page. Amazon handles the return and the refund under its own policy.
After 30 days
A fault after 30 days is a warranty matter, not a return. The warranty is one year. See Warranty.
Your legal rights
Nothing here reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Our 30-day window is longer than the 14-day statutory cooling-off period for online purchases.
Avoiding a return in the first place
Most returns are fit. Two minutes with Will it fit my lock?, or a photo sent through the Ask Locksure form, settles it before you order.
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