Returns & Refunds Policy
Thank you for shopping at Homesecure Stores Ltd we want you to be happy with your order, but there may be rare occasions where you need to return items to us. This page explains the process for returning items for a replacement or refund.
General notes on Returns & Refunds
Customers are responsible for reporting any damage to goods/parts before returning them, please email our support team at service@homesecurestore.co.uk with a description and photos (where possible) showing the issue / defect in question.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Provided we are satisfied with your request / complaint we will endeavour to respond within one working day with a return code, address and “e” mail instructions
Where items are accepted for return, we recommend using a signed delivery service as we cannot accept liability for items lost in transit – the customer is requested to provide email proof of the postage costs which on receipt of the returned item(s) all postage costs will be refunded back to the original Debit/ Credit card, provided the defect/ complaint is accepted
Customers are responsible for returning items in their original packaging. We reserve the right to refuse a refund request if the items are not sent back in the original state.
Refunds will only be processed once we receive the returned item(s).
If your return is approved, we will initiate a refund to your credit card (or original method of payment.
Note – All returned items will be inspected by the product manufacturer. Homesecure Stores Ltd will not in any instance refund any items where the manufacturer advises that either of the following have occurred
- The product has been subject to abuse
- The manufacturers maintenance and guidance instructions have not been followed
Customer Errors and Returns – General
Where a customer orders a product in error and then is required to return it the original delivery charge will not be credited to their account /original card
Where the customer orders extra keys with a cylinder and an error has been made on their part meaning a return is required, the cost incurred for the extra keys to be cut will not be refunded.
Customer Errors and Returns – Specific
Damaged/incorrect items (excluding key cutting)
Replacement item(s) will only be sent once we have received the returned item(s) and inspected them
Incorrect item ordered by customer – Returns (excludes key cutting)
Any return is subject to a 15% re-stocking fee which will be deducted from the refund back to the original card.
Any keyed alike cylinders that are returned will be subject to a £6 re-pinning charge which will be deducted from the refund.
Where the customer orders extra keys with a cylinder and an error has been made on their part meaning a return is required, the cost incurred for the extra keys to be cut will not be refunded.
Incorrect item ordered by customer – Replacements (excludes key cutting)
Any return is subject to a 10% re-stocking fee which will be deducted from the returned item cost.
A further delivery charge of £7.50 will also be levied to the original card used for payment.
Any keyed alike cylinders that are returned will be subject to a £6 re-pinning charge which will be deducted from the refund.
Key cutting – Damaged/Incorrect key
We will send out a replacement free of charge.
Please note we cannot accept a return of keys that have been cut to code.