Returns & Refund Policy
(Applies to both online and in-store purchases)

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1. Special and Made-to-Order Items
Items that are made to order or customised — including all keys cut to code — cannot be cancelled, exchanged, or returned once cut or manufactured.
If we make an error, we’ll put it right by replacing the item as quickly as possible.
If you’d prefer a refund instead, please let us know and we’ll arrange this on a case-by-case basis.
We aim to resolve any issues within 1–2 working days, although delivery times may vary.

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2. In-Store Returns
For standard stock items bought in-store, we’re happy to offer a full refund if the item is:

• Unopened and unused,

• Returned within 30 days of purchase, and

• Accompanied by a valid receipt or invoice.

All returns are inspected before approval. Items must be in original packaging and condition.
Refunds are made to the original payment method once goods have been checked.
Account customers will receive a credit note instead of a refund.

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3. Faulty or Damaged Goods
If a product develops a fault within 12 months, we’ll repair or replace it under our own parts and labour warranty.
After 12 months, the manufacturer’s warranty applies. We’re happy to help you liaise with the manufacturer if needed, but refunds or replacements aren’t issued immediately while goods are being inspected.

If an order arrives damaged or doesn’t arrive at all, we’ll open a case with our courier.
Once confirmed, we’ll either replace or refund the order — we may choose to send a replacement sooner in some cases.

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4. Refund Timing
Approved refunds are processed within 3–5 working days, depending on your payment provider.

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5. Contact Us
If you have any questions about a return, refund, or warranty claim, please contact our team:
0114 272 4742
info@hhslocks.co.uk
H Harrold & Sons Ltd, Security House, Shalesmoor, Sheffield, S3 8UG.

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This policy does not affect your statutory rights.