Refund Policy | The Lock Exchange

Our Commitment

We want every customer to feel completely confident when booking with The Lock Exchange. Our refund policy is straightforward and designed to be fair. We do not use complex conditions or hidden terms.

1. The £25 Deposit

A £25 deposit is required at the time of booking to secure your appointment slot. This deposit is:

Fully refundable if you cancel at least 48 hours before your scheduled appointment.
Deducted from your final invoice on completion of the fitting. It is not an additional charge.
Processed securely via Square Payments. We do not store your card details.

2. Cancellations by You

48 or more hours notice: Full refund of £25. No questions asked. Refunds are typically processed within 5 to 10 business days, depending on your card issuer.
Less than 48 hours notice: The deposit may be retained at our discretion. If you have exceptional circumstances (such as a family emergency or medical situation), please contact us and we will consider each case fairly.
No-show: If our engineer attends your property at the agreed time and cannot gain access due to your absence, the deposit will be retained. A rebooking fee of £25 may apply for a new appointment.

3. Cancellations by Us

If we need to cancel or significantly reschedule your appointment for any reason on our side, including engineer unavailability or operational issues, you will receive:

A full refund of your £25 deposit, processed within 3 to 5 business days.
The option to rebook at your convenience at no additional cost.

4. Completed Work

Once a lock has been fitted and tested and keys have been handed over, the service is considered complete. Refunds are not available for completed installations except in the following circumstances:

The lock fitted was demonstrably faulty at the point of installation due to a manufacturing defect.
Our engineer caused damage to your property through negligence. Our £1M public liability insurance covers such situations.
We fitted an incorrect lock type that materially differs from what was agreed at the time of booking.

If any of the above applies to your situation, please contact us within 14 days of your appointment with full details and we will investigate promptly.

5. How to Request a Refund or Cancellation

Please contact us using any of the following methods:

Please include your name, the email address used to book, and a brief description of your request. We aim to respond within 1 business day.

6. Refund Processing Times

Approved refunds are returned to your original payment method via Square Payments. Typical processing times are:

Debit card: 3 to 5 business days
Credit card: 5 to 10 business days
Apple Pay or Google Pay: tied to the underlying card; same timeframes as above

Once a refund has been issued from our side, the timing of when funds appear in your account is determined by your bank or card provider, and is outside our control.

7. Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If you remain dissatisfied after contacting us, you may also raise the matter with your card issuer to explore a chargeback option.

8. Contact

If you have any questions about this policy, please get in touch:

Email: inbox@thelockexchange.uk
Phone: 0203 807 4632
Hours: Monday to Saturday, 8am to 8pm