US Lock Supply Return, Cancellation and Warranty Policy
At US Lock Supply, we want customers to receive the correct products for their applications. Because commercial door hardware is often application-specific, configured to order, or subject to manufacturer return restrictions, please review this policy carefully before placing your order.
By placing an order with US Lock Supply, you acknowledge and agree to the return, cancellation, and warranty terms below.
Standard Restocking Fee
Approved returns are subject to a 25% restocking fee unless a different fee or exclusion is stated elsewhere in this policy.
The restocking fee is calculated using the merchandise price actually paid after discounts, excluding taxes and shipping charges. The fee covers return processing, manufacturer charges, inspection, repackaging, and preparation of the product for resale.
Brands Subject to a 35% Restocking Fee
Products from the following brands are subject to a 35% restocking fee:
- ABH
- Aiphone
- Amsec
- BHP
- Hager
- NGP
- Pamex
- PDQ
- Pemko
- TownSteel
This list may be updated periodically. The applicable restocking fee will be the fee disclosed on this policy page at the time the order is placed.
Certain products from these brands may be completely nonreturnable due to manufacturer restrictions, special configuration, or the condition of the merchandise.
Return Eligibility
Unless otherwise stated in this policy, a return request must be submitted within 30 calendar days after the order is delivered.
To be eligible for return, an item must:
- Be new, unused, uninstalled, and unmodified;
- Be in resalable condition;
- Include all original packaging, labels, manuals, instructions, fasteners, templates, accessories, keys, and components;
- Have no scratches, installation marks, screw marks, tool marks, wiring marks, missing parts, or other signs of handling or use; and
- Be approved in advance by US Lock Supply and assigned a Return Merchandise Authorization (“RMA”).
Opening a package solely to inspect an item does not automatically make it nonreturnable. However, damaged, altered, incomplete, installed, tested, programmed, wired, or otherwise used products may be refused.
US Lock Supply reserves the right to determine, following inspection, whether a returned product meets these requirements.
Return Authorization Required
Do not send any product back without first receiving written return authorization and return instructions from US Lock Supply.
To request a return, reply to your original order-confirmation email within 30 calendar days after delivery. Include:
- Your order number;
- The item and quantity you wish to return;
- The reason for the return; and
- Photographs of the product and packaging, if requested.
Approved returns must be shipped within 10 calendar days after the RMA is issued. An RMA does not guarantee that a refund will be approved. Final approval is subject to inspection of the returned merchandise.
Unauthorized returns, returns sent to the wrong address, and collect-on-delivery shipments may be refused.
Quantity Purchases
Orders containing 10 or more units of the same item are final sale and are not eligible for return unless US Lock Supply expressly agrees otherwise in writing before the order is placed.
We strongly recommend purchasing one sample unit first to confirm compatibility, function, handing, finish, dimensions, and suitability for your application. After confirming that the product meets your requirements, please contact us to discuss the desired quantity.
This restriction does not eliminate any applicable remedy for products that arrive damaged, are shipped incorrectly by US Lock Supply, or qualify for coverage under an applicable manufacturer’s warranty.
Nonreturnable Products
The following products are final sale and cannot be returned unless the return results from an error made by US Lock Supply:
- Mailboxes and mailbox systems;
- Orders containing 10 or more units of the same item;
- Special-order, made-to-order, factory-order, or nonstock products;
- Custom-finished or custom-sized products;
- Products that have been cut, drilled, machined, engraved, modified, or altered;
- Keyed products, including keyed-alike, keyed-different, master-keyed, or specially pinned products;
- Products with installed cylinders, cores, keys, or other custom keying work;
- Electrical or electronic products that have been installed, wired, energized, programmed, paired, or tested;
- Products with broken seals or opened packaging when the item cannot be resold as new;
- Clearance, closeout, discontinued, liquidation, or specially discounted products identified as final sale;
- Installed or partially installed products;
- Products missing original packaging, components, fasteners, instructions, templates, keys, or accessories; and
- Products identified as nonreturnable on the product page, quote, order acknowledgment, or invoice.
Product Selection and Compatibility
The customer is responsible for confirming product dimensions, handing, function, finish, door preparation, fire rating, voltage, compatibility, code compliance, and suitability before ordering.
Product descriptions, specifications, cross-references, and recommendations are provided to assist with product selection but do not replace verification against the applicable manufacturer’s current documentation, project specifications, door schedule, field conditions, or approval requirements.
If you are uncertain whether a product is suitable, please contact us before ordering. Products ordered incorrectly due to customer selection, measurement, handing, compatibility, or specification errors remain subject to this policy and may be nonreturnable.
Return Shipping and Return Labels
For ordinary returns, including products ordered incorrectly, products no longer needed, or other returns not caused by an error made by US Lock Supply, the customer is responsible for arranging and paying for return shipping.
US Lock Supply does not provide prepaid return labels for ordinary returns. If US Lock Supply agrees to provide a return label as a convenience, the cost of that label may be deducted from the customer’s refund.
Original shipping, expedited shipping, handling, delivery, and other service charges are nonrefundable. If US Lock Supply paid or subsidized the original shipping cost, including an order advertised or invoiced with free shipping, the actual outbound shipping cost may also be deducted from the refund.
The customer is responsible for properly packaging, insuring, and tracking the return shipment. US Lock Supply is not responsible for products that are lost or damaged while being returned.
Ownership and responsibility for the returned product remain with the customer until it is delivered to and accepted at the authorized return location.
If US Lock Supply confirms that we shipped an incorrect product, return-shipping arrangements will be determined by US Lock Supply as part of the claim process.
Incorrect, Missing or Shipping-Damaged Products
If you receive the wrong product, an incomplete shipment, or an item damaged in transit, notify US Lock Supply within five business days after delivery.
Please retain all products, cartons, packing materials, labels, and shipping documentation. We may require photographs or other information needed to investigate the claim with the carrier or manufacturer.
Do not install, modify, or discard the product or packaging before receiving instructions. Installation or modification of an incorrect or visibly damaged product may limit the available remedy.
If US Lock Supply confirms that we shipped the wrong item, we will provide appropriate return instructions and, at our option, arrange a replacement or refund without charging a restocking fee.
Defective Products and Manufacturer Warranties
A return for convenience is different from a warranty claim.
Many products sold by US Lock Supply are covered by a manufacturer’s warranty. Warranty coverage, exclusions, procedures, and available remedies are determined by the applicable manufacturer.
Depending upon the manufacturer’s requirements, US Lock Supply may:
- Assist you with submitting the warranty claim;
- Direct you to the manufacturer’s technical-support or warranty department; or
- Require the product to be returned to US Lock Supply for evaluation.
Do not send a product to US Lock Supply or the manufacturer until you have received instructions and authorization from the appropriate party.
A manufacturer may elect to inspect, repair, replace, or issue credit for a defective product. US Lock Supply cannot guarantee the manufacturer’s determination or processing time.
Unless required by applicable law or expressly authorized in writing, an alleged defect does not automatically qualify the product for an immediate refund or advance replacement.
If an immediate replacement is needed before the warranty claim is completed, the customer may purchase a replacement product. Any refund or credit for the original product will be issued only after the claim is approved and will be limited to the amount authorized under the applicable warranty.
Damage caused by improper installation, incorrect application, abuse, misuse, modification, inadequate maintenance, ordinary wear, incorrect voltage, or failure to follow manufacturer instructions is not considered a product defect.
Labor and Installation Costs
US Lock Supply sells products only and does not provide or reimburse labor.
US Lock Supply is not responsible for any labor, installation, removal, reinstallation, service-call, diagnostic, programming, locksmith, contractor, downtime, equipment-rental, access, repair, or related costs associated with:
- Installing or attempting to install a product;
- Removing, repairing, or replacing an allegedly defective product;
- Installing a replacement product;
- An incorrect product selection, application, measurement, handing, finish, voltage, door preparation, or compatibility issue; or
- A product failure, warranty claim, shipping delay, replacement delay, or manufacturer determination.
This applies even when a product is determined to be defective and is repaired, replaced, or credited under a manufacturer’s warranty.
Customers and installers are responsible for inspecting and testing products, when reasonably possible, before permanent installation. The customer is also responsible for confirming whether the applicable manufacturer’s warranty offers any separate labor reimbursement.
Unless expressly approved in writing in advance, US Lock Supply will not provide compensation or credit for labor or related expenses.
Nothing in this section excludes any responsibility that cannot legally be excluded under applicable law.
Cancellations and Order Changes
Cancellation or change requests are not guaranteed. Orders may enter processing or manufacturer production shortly after being placed.
If an order is canceled before shipment and cancellation is still possible, a 4% processing fee will be deducted from the refund.
Orders that have already shipped cannot be canceled and must follow the applicable return process.
Special-order, custom, configured, keyed, cut, modified, factory-order, or nonreturnable products cannot be canceled once processing or production has begun. Any manufacturer cancellation charge may also be deducted from the refund.
If US Lock Supply cancels an order because the product is unavailable or because of an error on our part, the 4% processing fee will not apply.
Inspection and Refunds
Once a return is delivered, US Lock Supply will inspect the product and notify you whether the return has been approved, partially approved, or rejected.
If approved, the refund will be issued to the original payment method, less all applicable:
- Restocking fees;
- Original or outbound shipping charges;
- Return-shipping charges paid by US Lock Supply;
- Manufacturer charges;
- Missing-component or repackaging charges; and
- Other nonrefundable charges disclosed in this policy.
US Lock Supply may reduce or deny a refund if the returned product is used, installed, damaged, incomplete, improperly packaged, or otherwise not in resalable condition.
After US Lock Supply processes an approved refund, it may take additional time for the customer’s bank or card issuer to post the credit.
Rejected Returns
If a return is rejected, US Lock Supply will notify the customer using the email address associated with the order.
The customer will have 10 business days after the notice is sent to provide return-shipping payment and instructions if the customer wants the rejected merchandise sent back.
If the customer does not respond and pay the required shipping charges within that period, the merchandise may be considered abandoned and may be recycled, discarded, or otherwise disposed of. No refund or credit will be issued for rejected or abandoned merchandise.
US Lock Supply is not responsible for storing rejected merchandise beyond this period.
Sale and Clearance Items
Clearance, closeout, discontinued, liquidation, and final-sale products are nonreturnable.
An ordinary promotional discount or coupon does not make an item final sale unless the product or offer is specifically identified as clearance, closeout, discontinued, liquidation, or final sale.
Refund Delays
If you have received confirmation that a refund was processed but do not see it:
- Check the original payment account;
- Contact your credit-card company or payment provider; and
- Contact your bank, as posting times vary by institution.
If the refund still does not appear after the payment provider’s normal processing period, contact CS@uslocksupply.com.
Policy Exceptions
Any exception to this policy must be approved in writing by an authorized representative of US Lock Supply before the product is returned. Verbal statements or unauthorized return instructions do not modify this policy.