At The Lock Shop, we stand behind the quality of our security products just as we stand behind our commitment to customer satisfaction. If you’re not completely satisfied with your purchase, we’re here to help with a straightforward returns and exchange process.

Return & Exchange Timeframe

We accept returns and exchanges for most items within 15 days of receipt of your shipment. All returned items must be in original, unused condition with all original packaging and documentation.

Non-Returnable Products

Please Note: Due to security and hygiene reasons, the following products cannot be returned or exchanged:

  • Cylinders & Barrels (Once installed, these become unique to your property)
  • Break Glass products (For obvious safety reasons)
  • Digital Locks (Once programmed, they cannot be reset for security purposes)
  • Any product that has been installed, used, or modified
  • Products without original packaging or documentation

Return Process

  1. Request Authorization: Contact us within 15 days of receiving your order to request a return authorization (RA) number.
  2. Pack Securely: Package the item in its original packaging with all accessories and documentation.
  3. Include Documentation: Print and include the completed Return Form (see template below).
  4. Ship to Address: Send your return to our facility at:

    The Lock Shop
    1843 Irving Place
    Saint Louis, US 63146
    ATTN: Returns [Your RA Number]

We recommend using a trackable shipping service as you are responsible for the return shipping costs unless the return is due to our error.

Refund Information

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Original shipping charges are non-refundable
  • You will receive email confirmation once your refund has been processed

Exchange Process

For exchanges, follow the same return process above. In the Return Form, clearly indicate the product you wish to exchange for. Once we receive your return, we will ship the replacement item using your preferred shipping method.

Return Form Template

Copy and paste the following template into your email or document:

RETURN REQUEST FORM Date: [Date] Return Authorization Number: [Provided by customer service] Customer Information: Full Name: [Your Name] Order Number: [Your Order Number] Email Address: [Your Email] Phone Number: [Your Phone] Return Details: Product Name: [Product Name] Product SKU: [Product SKU if available] Reason for Return: [Please specify: defective, wrong item, changed mind, etc.] Exchange Request (if applicable): Desired Replacement Product: [Product Name] Desired Replacement SKU: [Product SKU if available] I confirm that: – The product is in original, unused condition – All original packaging and documentation is included – The product has not been installed or modified Signature: _________________________

Contact Us

For return authorization or questions about our returns policy:

Email: [email protected]

Please include your order number in all communications for faster service.

At The Lock Shop, we’re committed to your complete satisfaction with both our products and service. Thank you for trusting us with your security needs.