1. Home
2. Delivery & Returns

Delivery & Returns

Delivery & Returns Policy

Delivery

Standard Delivery

Standard orders are normally dispatched for delivery within 1–2 working days, subject to stock availability.

This delivery timescale does not apply to:

• Special order items

• Keyed alike locks

• Master keyed systems

• Pinned to code locks

• Custom-made keys

• Personalised products

Lead times for these products will be advised at the time of ordering.

Express Delivery

Express delivery is available on selected stocked items only.

Express delivery is not available for:

• Special order items

• Keyed alike locks

• Master keyed systems

• Pinned to code locks

• Custom-made keys

• Personalised products

If an item ordered with an express service is unavailable for immediate dispatch, a member of our sales team will contact you to discuss the available options.

Additional Delivery Services

Additional chargeable delivery services are available, including:

• Before 10:30am delivery

• Before 12:00 noon delivery

• Saturday morning delivery

• UK Highlands & Islands

• Northern Ireland

• Republic of Ireland

• Europe

• Worldwide destinations

Returns Policy

Returning an Item

If you wish to return an item, please contact our Customer Services team within 28 days of receiving your order.

Returns cannot be accepted without prior authorisation by telephone or email.

Unless the goods are faulty or incorrectly supplied, the customer is responsible for all return carriage costs.

Unwanted Items

Provided the item is returned within 28 days, we will accept the return of unwanted goods subject to the following conditions:

• The item must be unused and in a resalable condition.

• The item must be complete with all accessories, fixings, instructions and components supplied.

• All manufacturer seals and shrink-wrap must remain intact where applicable.

• The item must be returned in its original manufacturer packaging.

A 20% restocking charge will apply to unwanted returned goods.

Original outbound carriage charges are non-refundable.

Packaging Requirements

Many of our products are supplied in manufacturer retail packaging which is protected during delivery by an outer shipping carton.

When returning goods:

• The manufacturer retail box must be placed inside suitable protective outer packaging.

• The manufacturer retail box must not be used as the shipping carton.

• Courier labels, tape, writing or packaging materials must not be applied directly to the retail packaging.

Items returned with damaged, marked or defaced manufacturer packaging may no longer be suitable for resale.

Where goods are returned with damaged retail packaging, missing packaging, or are inadequately packaged resulting in transit damage, Garrison Locks reserves the right to:

• refuse the return; or

• make an appropriate deduction from any refund to reflect the reduction in the item's resale value.

Opened Items

Opened or used items cannot be returned unless they are found to be faulty due to a manufacturing defect.

Goods that have been fitted, installed, modified or used are not eligible for return unless covered by your statutory rights.

Faulty or Incorrectly Supplied Goods

If you believe an item is faulty or has been supplied incorrectly, please contact Customer Services before returning the goods.

Where a manufacturing fault is confirmed, Garrison Locks will, in accordance with your statutory rights, provide an appropriate remedy. This may include inspection, repair, replacement or refund depending on the circumstances.

We may require the item to be returned for testing before a fault can be confirmed.

Replacement Goods

Where we dispatch a replacement item before receiving the original item back, the original goods must be returned within 28 days.

If the original goods are not returned within this period, Garrison Locks reserves the right to charge the replacement item to the original payment method.

Special Order & Non-Returnable Products

The following products are manufactured or prepared specifically for customer orders and cannot be cancelled or returned unless faulty or incorrectly supplied:

• Custom-made locks

• Custom-made keys

• Pinned to code locks

• Keyed alike locks

• Master keyed systems

• Lock suites manufactured to customer specification

• Any bespoke or personalised product

Supplier Direct Returns

Certain products are shipped directly from our suppliers and must be returned to the supplier's nominated returns address.

Please contact Customer Services before returning any goods.

Items returned to an incorrect address may be redirected at the customer's expense.

Late Returns

Returns received after the 28-day returns period may be refused and returned to the customer.

Any additional carriage charges incurred for returning late goods will be payable by the customer.

Your Statutory Rights

Nothing within this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.