Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.Â
To start a return, you can contact us at sales@abuslocks.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Although we will arrange the return shipping label for approved returns, the buyer is responsible for the cost of shipping the item back to us. Return shipping costs may be deducted from the refund amount or otherwise collected from the buyer. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Note that custom items cannot be returned, as these are built to order from the factory. Please get in touch if you have questions or concerns about your specific item – we will always strive to accommodate your particular case.
Examples of custom items:
- Padlocks and security devices with specific keyways
- Items with laser engraving
- Items with stamping
Keyed padlocks that have no buyer-requested keyway will be assigned a keyway from the factory. We do not accept returns for keyed padlocks that default to a factory-assigned keyway on the basis that the buyer forgot to supply their custom keyway alongside their order.
Custom keyways can be requested from the 'custom keyway' form field on keyed padlock product pages. If a custom keyway is provided by the buyer in the notes field during checkout, we will strive to fulfill as the notes suggest, but we cannot accept refunds on the basis that instructions were unclear, leaving us to default to the factory-assigned keyway standard.
Additionally, if multiple keyed padlock items on an order are left without a buyer-requested keyway, each individual keyed padlock item without a specified keyway will be assigned a unique keyway from the factory; this is the default behavior most buyers expect, and increases security for general environments.
If a buyer is purchasing a cut key to match the custom keyway they supply alongside their order, we will provide the duplicate cut key that is compatible with their keyway, regardless if the cut key model number matches the model of the key originally ordered unless there is a difference in price. The same rules described above for keyed padlocks and buyer-requested keyways, or lack thereof, apply to duplicate cut keys.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Approved returns are subject to a 25% restocking fee, which will be deducted from the refund amount. Any return shipping costs paid or arranged by us may also be deducted from the refund amount unless otherwise agreed in writing. If approved, the remaining refund amount will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@abuslocks.com