Refund policy

RETURN AND REFUND POLICY

Last updated: August 17, 2026

This Return and Refund Policy applies to purchases made through the PROLOCKEY Official Store at https://prolockeysafety.com.

1. ORDER INSPECTION

Please inspect your order immediately after delivery. If any product is damaged, defective, missing, or different from what you ordered, contact us within 7 calendar days of delivery at miya@lockeysafety.com.

Please include:

• Your order number
• Product model or SKU
• Quantity affected
• A description of the issue
• Clear photographs or video showing the product, packaging, and shipping label

Please retain all original packaging until the claim has been resolved.

1. RETURN ELIGIBILITY

Unless mandatory consumer law provides otherwise, standard stock products may be returned within 30 calendar days after delivery if:

• The product is unused, uninstalled, and in resalable condition
• The product is returned with its original packaging, labels, accessories, keys, manuals, and documentation
• The customer has obtained return authorization from PROLOCKEY before shipping the product back
• The product is not listed as non-returnable under this policy

Returns sent without prior authorization may be refused or delayed.

1. NON-RETURNABLE PRODUCTS

The following products cannot normally be returned unless they are defective, damaged, incorrectly supplied, or applicable law requires otherwise:

• Customized, engraved, keyed, master-keyed, keyed-alike, or specially configured safety padlocks
• Custom lockout kits, stations, cabinets, boards, labels, tags, signs, and private-label products
• Products manufactured, modified, assembled, or sourced specifically for the customer
• Products with removed or damaged security seals
• Products that have been installed, used, altered, damaged, or contaminated after delivery
• Clearance, final-sale, or discontinued products identified as non-returnable before purchase
• Gift cards and downloadable products

Custom and made-to-order production normally begins after order review or written approval. Once production has begun, the order cannot be cancelled or returned for a change of mind.

1. ORDER CANCELLATIONS

Contact us as soon as possible if you need to cancel an order.

Standard stock orders may be cancelled before processing or shipment. Orders that have already been shipped cannot be cancelled and must follow the return procedure.

Customized, engraved, keyed, private-label, and made-to-order products cannot be cancelled once design confirmation, production, configuration, engraving, or assembly has begun.

1. RETURN AUTHORIZATION

Before returning any product, email miya@lockeysafety.com to request return authorization and return instructions.

Do not return products to the business address shown on the website unless we have confirmed that address in writing. Unauthorized returns and freight-collect shipments may be refused.

Customers are responsible for securely packaging returned products and using a trackable shipping service. The customer remains responsible for the returned products until they are received at the authorized return location.

1. RETURN SHIPPING COSTS

For voluntary returns or change-of-mind returns, the customer is responsible for return shipping, insurance, customs clearance, duties, taxes, and related charges, except where applicable law requires otherwise.

If the return results from a confirmed manufacturing defect, shipping damage, or an error by PROLOCKEY, we will provide appropriate return instructions and cover or reimburse reasonable authorized return shipping costs.

Original shipping charges, customs duties, import taxes, brokerage charges, payment processing costs, and other third-party charges are non-refundable unless required by law or the return resulted from our error.

1. INSPECTION AND RESTOCKING

All returned products are inspected after arrival.

A deduction may be made for missing packaging, accessories, documentation, damage, use, installation, contamination, or diminished value caused by handling beyond what is reasonably necessary to inspect the product.

For voluntary business-to-business returns, a reasonable restocking charge may apply if it is disclosed and agreed in writing before the return. Restocking charges do not apply to confirmed defective products or where prohibited by applicable consumer law.

1. REFUNDS

Approved refunds will normally be issued to the original payment method within 10 business days after the returned products have been received and inspected.

Bank-transfer refunds may require the customer to provide verified bank details. Currency conversion differences, intermediary bank charges, payment-provider charges, and exchange-rate changes are outside our control.

The time required for the refund to appear in the customer’s account depends on the bank or payment provider.

1. REPLACEMENTS AND REMEDIES

For a confirmed defect, damage, shortage, or incorrect product, PROLOCKEY may, as appropriate:

• Replace the affected product
• Supply missing components
• Repair the product
• Issue a partial refund
• Issue a full refund

We may request photographs, video, test information, return of the affected product, or other reasonable evidence before approving a remedy.

Normal wear, misuse, incorrect installation, unauthorized modification, chemical exposure, use outside the stated specification, or damage caused by improper storage or maintenance is not considered a manufacturing defect.

1. EUROPEAN UNION AND UNITED KINGDOM CONSUMERS

If you are purchasing as a consumer in the European Union or United Kingdom, mandatory consumer rights remain unaffected.

For eligible distance purchases, you may have the right to cancel the contract within 14 days after receiving the goods without giving a reason. After notifying us of cancellation, you must return the goods within the period required by applicable law.

You may be responsible for the direct cost of returning the goods. We may make a lawful deduction for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

The statutory right of withdrawal may not apply to goods made to your specifications or clearly personalized, including customized, engraved, specially keyed, private-label, and made-to-order products.

Nothing in this policy limits statutory rights relating to defective, misdescribed, or non-conforming products.

1. BUSINESS-TO-BUSINESS ORDERS

Where the purchaser is acting for a company, distributor, reseller, institution, or other business, any quotation, pro forma invoice, purchase agreement, distributor agreement, or separately agreed written terms may contain additional return and cancellation conditions.

To the extent permitted by law, separately agreed written commercial terms will prevail over this general policy.

1. CONTACT

PROLOCKEY Official Store
Lockey Safety Products Co., Ltd.

Email: miya@lockeysafety.com
Phone: +86 133 9699 6593
Website: https://prolockeysafety.com

Business address:
No. 1 Building, Wanming Industrial Zone
Beibaixiang Town, Yueqing, Wenzhou
Zhejiang 325603, China