Returns & Refunds Policy
Last updated: 27 October 2026
This policy applies to purchases made through Lockora (lockora.co.uk), operated by Locksmith Dundee Ltd, 64 Albert Street, Dundee, DD4 6QH, United Kingdom. Email: info@lockora.co.uk.
We aim to resolve returns fairly, promptly and in accordance with UK consumer law. Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
1. Change-of-mind returns for online orders
If you are a consumer buying eligible goods online, you may cancel without giving a reason up to 14 days after the day you (or your nominated recipient) receive the goods. For orders delivered in separate parcels, the period normally runs from receipt of the final parcel.
To cancel, email info@lockora.co.uk before the cancellation deadline, stating your name, order number, items and a clear request to cancel. You do not need to use a particular form. You then have 14 days from telling us to send the goods back.
For change-of-mind returns, the customer pays the direct return postage cost, provided this was disclosed before purchase. Please use a tracked service where practical and keep proof of posting. We do not impose a restocking or administration fee on statutory cancellations.
2. Condition of returned items
You may inspect goods as you reasonably would in a physical shop. Please return all components, screws, keys, accessories and instructions supplied. Original packaging is helpful but is not a legal condition of a statutory cancellation.
If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction reflecting any actual reduction in value. This is not an automatic deduction. For example, damage caused by installation, cutting, drilling or substantial use may affect the amount refunded, depending on the circumstances.
3. Refund amounts and deadlines
For a valid statutory cancellation, we refund the item price and the cost of our least expensive standard delivery option offered for the order. Any additional charge for an upgraded or express delivery service is not normally refundable.
We refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you sent them back, whichever is earlier. Refunds are made using the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.
4. Faulty, damaged, incorrect or misdescribed goods
If an item is faulty, not of satisfactory quality, not fit for purpose or not as described, your statutory rights apply regardless of our change-of-mind rules. In many cases you have a 30-day short-term right to reject faulty goods for a refund. After that, you may be entitled to a repair, replacement, price reduction or refund under applicable law. For faults arising within the first six months, the law generally presumes the fault was present at delivery unless the trader establishes otherwise or an exception applies.
Please contact us with your order number, a description of the problem and photographs if available. Photos help us assess the issue but are not a mandatory condition for exercising your legal rights. We will arrange or reimburse reasonable return costs where we are legally responsible for faulty, damaged, incorrect or misdescribed goods. Please contact us before paying unusually high return carriage charges.
5. Locks, cylinders, keys and specialist hardware
Before ordering replacement locks, cylinders, handles, multipoint gearboxes or other door hardware, check relevant measurements and compatibility, including backset, centres/PZ, spindle type, case dimensions, fixing points, handing and manufacturer markings. Contact us before ordering if you need clarification.
Ordering the wrong size or an incompatible standard item does not automatically remove your statutory online cancellation rights. However, damage from incorrect fitting, forced installation, alteration or misuse is not automatically a product fault, and any lawful reduction in value may apply to a change-of-mind return.
For security, please do not email photographs showing identifiable key-cutting codes, key patterns or sensitive access information unless we specifically request a secure method of sharing them.
6. Special orders and personalised products
The statutory 14-day cancellation right may not apply to goods made to your specifications or clearly personalised, such as a genuinely bespoke master-keyed system or a cylinder specially keyed to your supplied specification. A product is not automatically exempt merely because we ordered it from a supplier after you placed your order. Any applicable exception will be clearly identified before purchase. Faulty or misdescribed bespoke goods remain covered by statutory rights.
7. Returns procedure and address
- Email info@lockora.co.uk with your order number and whether you are cancelling or reporting a problem.
- We will confirm the appropriate return instructions and return address. Do not send parcels or visit our Dundee business address for returns without prior confirmation, as the correct handling location may differ.
- Pack the item securely, including supplied components, and keep proof of posting.
- We will assess the return and process any refund or other remedy in line with your statutory rights and the time limits above.
We may request reasonable evidence of purchase, such as an order confirmation or transaction record. A paper receipt is not the only acceptable proof.
8. Missing or damaged deliveries
Tell us promptly if an order arrives damaged, incomplete or incorrect, or if it does not arrive. Keep the packaging where practical and provide photographs if available. Where we arranged the delivery, responsibility for goods normally remains with us until they reach you or your nominated recipient. Your legal rights are not dependent on reporting damage within an arbitrary 24- or 48-hour window.
9. Business-to-business orders
Business purchases are not necessarily covered by the consumer change-of-mind cancellation rules. For genuine business-to-business transactions, returns of correctly supplied, non-faulty goods are subject to the agreed contract terms and any applicable law. This section does not restrict rights that cannot lawfully be excluded.
10. Contact and complaints
For a return, refund, exchange or complaint, email info@lockora.co.uk with your order number and a brief description. We will review the issue and explain the next steps. You may also use our Contact page.
Lockora — operated by Locksmith Dundee Ltd
64 Albert Street, Dundee, DD4 6QH, United Kingdom
Email: info@lockora.co.uk