Returns Policy

14 Day Returns Guarantee

Our 14-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original packaging within 14 days of the invoice date, unopened (with any seals and shrink-wrap intacted, or in its box) and we will issue you with a full refund for the price you paid for the item. We are unable to refund your carriage costs for the return of your goods. We can only accept the return of opened goods if they are faulty.

You must notify us of your return in writing by email before you send it back to us. Once you have done this we will issue you with a Returns Note And Number referring to your goods so we can refund you as quickly as possible. We will also issue you with a Returning address to our appropriate depot which the goods must go back too. We do not accept goods for refund, sent back to us without a returns authorisation. If the goods were ordered and then not required an administration fee for re-stocking will apply on the return of the goods. We also reserve the right for all goods returned and not authorised by us, to issue a voucher for the amount that is to be refunded instead of a refund back to you directly, to use on the site in the future, which would be the full value of the returned goods and no administration fee will be charged.

Please note we reserve the right to charge you an administration fee of up to 25% of the invoice value, if the goods are not received back to us as stated above. We are unable to refund carriage cost for the return of faulty goods but will issue you with a full report so that your costs can be recompensed by writing to the manufacturer. We endeavour to supply all goods fully working under the manufacturer's quality testing and warranty.

Any additional items like extra keys cut, cylinders made on the same key or under master key or products supplied to an exact specification by the customer which are ordered specially are not refundable unless faulty.

We are able to exchange products that have been ordered incorrectly (e.g: wrong size, finish etc) and would need to receive the product back to us within our 14-day returns period. There may be an additional cost for carriage which would be at our discretion. An email would be sent if this charge applies. Goods will only be exchanged once the original order has been received by us and and the packaging criteria above has been adhered too.

Any goods received back to us after our 14-day returns period may be charged a 25% administration fee.


Some notes about refunds

  • When you send your item back to us (or in the case of large items that are faulty, we will arrange a collection from you with our carrier), we will process your returns form and notify you by email of your refund once we have received the goods back. You can expect a refund made directly to your credit card within 14 days of receipt of your goods and if faulty once the goods have been tested.
  • When you have emailed us your returns form we will reply to you with a unique reference number which will need to be displayed on the outside of your parcel when returning your goods, so that we can process your return promptly once received by us.

If for whatever reason you have not received your refund or a reason why we are not able to issue you a refund within 21 day, please email us quoting your reference number immediately. We will endeavour to contact you within 24 hours in regards to your issue. (Please note this delay is required to check through our records with the banking system to make sure you have not received a refund and no oversight has happened).

NOTE: Duel Security and Hardware cannot generate refunds before the goods have been received back to us. We suggest when returning any goods to us, a form of tracking method should be used in case of loss, by the dispatch company you decide to use. If using an company (e.g: The Royal Mail etc) be aware of there lost parcel procedures and what insurance payout the company employs as they may have a maximum payout restriction if the goods are lost in transit, which we cannot be hold accountable for and compensation should be sort with the dispatch company.

Cooling off Period

At Duel Security and Hardware, we want you to be delighted every time you shop with us. Occasionally though, you may want to return a product. That is why under our 14-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition and packaging (see packaging details above) within 14-days of the date of invoice.

By Law, customers in the European Union also have the right to withdraw from the purchase of an item within 21 working days after the invoice date. This applies to most of our products except keys cut for locks or by code, locks made to work the same key or under a master key system where they have been specifically made to the order requirements. We regret we also cannot accept cancellations of contracts of the orders for the purchase of additional keys, locks made to work the same keys or under a master suite system.

To cancel your purchase within the our 7-day Cooling-Off Period, please contact us for information.