Refund & Returns Policy

Our refund and returns policy lasts 14 days for change of mind, 30 days for Faulty goods.

If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Software has been used and / or opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Faulty Goods

We take great care to ensure that all products are supplied in good working order and meet our quality standards. If you believe that a product you have received is faulty, please contact us as soon as possible.

Reporting a Fault

Any faulty goods must be reported to us within 30 days of the delivery date. To report a fault, please contact our customer service team with:

Your order number or proof of purchase.
A description of the fault.
Photographs or videos showing the fault where possible.

This information will help us assess the issue quickly and provide an appropriate resolution.

Inspection

In some cases, we may ask you to return the product for inspection before a replacement, repair or refund is authorised. Returned products must not have been intentionally damaged, misused, altered, or repaired by an unauthorised person.

Our Resolution

If the product is confirmed to be faulty due to a manufacturing defect, we will, at our discretion:

Repair the product;
Replace the product with the same or an equivalent item; or
Provide a full refund where appropriate.

If the fault is found to have been caused by accidental damage, misuse, improper installation, normal wear and tear, or failure to follow the manufacturer’s instructions, the product will not be considered faulty under this policy.

Where a product is confirmed to be faulty, we will reimburse reasonable return postage costs or provide a prepaid return method where applicable.

Your Consumer Rights

This Faulty Goods Policy is provided in addition to, and does not affect, your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 where applicable.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@hotellockandsafe.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@hotellockandsafe.co.uk and send your item to:

Hotel Lock & Safe Limited
Sales Office & Distribution Centre
Unit C1, The Colchester Business Park & Seedbed Centre
Severalls Industrial Park
Wyncolls Road
Colchester
Essex CO4 9HT

Shipping returns

To return your product, you should mail your product to: