If the lock was purchased over 30 days ago, and the problem cannot be resolved over the phone then the item may need to be returned to Codelocks for assessment by our technical staff.
Should the fault with the returned product be due to a manufacturing fault then it will be repaired, serviced or replaced free of charge. We do reserve the right to charge for a repair if the failure is a result of a poor install, or misuse/abuse.
Most issues relating to Codelock products can be resolved with a quick telephone call or email to our Customer Services team.
If necessary, we can arrange for one of our product specialists to call you back to help you get your lock back up and running.
We offer a full repairs service for all our products. Products still in warranty will be repaired free of charge*. For products out of warranty or where repair is required due to misuse, abuse or poor fitting are charged at £16.50 + VAT (excluding parts) per lock.
A full range of spares is available in the spares section of our website. Orders placed before 15:30 are dispatched same day.
Returning your lock for repair
Download, print and complete the returns form
Package your lock in a sturdy box with appropriate packaging** - include a completed Returns Form.
Send to the address printed on the returns form - we recommend that you send any items via Recorded Delivery or courier. Codelocks cannot be responsible for any items posted and not received.
Item no longer required
We hope that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund or replacement on all goods returned to us within 14 working days of receipt, provided the goods are in a saleable condition, and in their original, undamaged packaging.
Please note – we always advise to contact us if you are unsure of which lock to purchase.
Item not received
All orders placed before 4pm are shipped for a next working day delivery within mainland UK. Any claim for partial/short delivery of goods must be made within 2 days of delivery. A claim for non-delivery of goods must be made within 7 days of the shipping/invoice date. Codelocks can provide a Proof of Delivery including a signature if requested. A claim cannot be made outside this period if the item has been delivered to the address provided, with a Proof of Delivery from the courier.
Codelocks offer a limited lifetime guarantee, any of our mechanical locks will be repaired, serviced or replaced free of charge if they develop a manufacturing fault.*
Codelocks offer a 2 year guarantee on all Electronic Locks.*
* Faults caused by misuse, abuse and/or poor fitting are not covered by the guarantees.
** Codelocks cannot be responsible for any damage caused during transportation and recommend that you use suitable packaging such has bubble plastic, corrugated cardboard, etc.
Please note Business to Business returns will incur a 25% restocking charge.
Codelocks cannot authorise compensation or refunds for time, labour, or associated costs in the removal and return of a problem lock.