Payment Policy

Accepted payment methods: we accept Visa and MasterCard transactions, as well as payment by PayPal. Items will only be ordered, fabricated or shipped once funds have cleared. Payments take place in our online payment facility. 

Payments are made in pounds sterling (£).

Refund and Returns Policy

Refunds: in the event that a product is faulty or that a key doesn’t work through no fault of the customer’s, we will do our utmost to ensure that any errors are corrected. Failing this, we can issue a full or partial refund, depending on the circumstances. We cannot offer refunds for orders in which the customer has quoted an incorrect key code number.

Returns: Most goods are custom goods (e.g. replacement keys for specific locks) and cannot be returned. In some circumstances a return of goods may be possible. Normally non-custom products can be returned within 30 days of purchase, provided the item is still in its original packaging, unopened. Returns should be sent to our head office address. We cannot be responsible for non-delivery of returned items.

Cancellation Policy

Since most of what we sell is made to order, cancellation is not always possible. If a customer wishes to cancel their order, we will do our utmost to stop the order before it goes into production. If it is too late to cancel the fabrication of their order, then the customer will be liable to pay up to the full amount for the items.

Delivery & Shipping Policy

Once the wares are ready and payment has been made, we will post items as soon as possible. In most cases, this will be arranged the same day, however we cannot guarantee this.

Most keys can be cut and posted within 2 working days of receipt of order (most often on the same day), and most non-key products can be posted on the same day, too. However, some keys are manufactures externally (on occasion in Germany) and may take longer to be supplied. Similarly, depending on stock levels, some products may not be shipped immediately. We will do our utmost to keep you informed in these cases.

Within the UK, Royal Mail first class post will normally arrive the working day following the day the item was posted. The same applies for signature deliveries. Special Delivery is guaranteed by Royal Mail to arrive before 1pm the following working day.

It is the responsibility of the customer to provide us with a correct delivery address. We cannot be liable for items delivered incorrectly by Royal Mail or any other delivery service.

Once an item goes to the post, we cannot guarantee receipt. Any delivery services will run using the standard guarantees offered by the service provider (in most cases Royal Mail).

Last updated July 2017

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