Items returned for a refund must be returned within 14 days from delivery of the items. They must be in the original, undamaged packaging. This must include all accessories that came with the item, along with the item invoice and a note explaining the reason for the return.
Special order items are not returnable under any circumstances except where deemed faulty. This includes but is not limited to: cut-to-code keys, additional keys ordered with euro cylinder orders, and personalised engraved items.
With engraved items, if the customer has approved of a proof before we engrave, this will not be eligible for return or refund.
A handling charge of 20% of the net cost will be applied to goods that are being returned by the customer due to customer error in ordering. The customer will also pay for the return postage.
Items deemed faulty through no fault of the customer will be due a full refund including postage costs on the customer’s part once we have inspected the goods and accept that they are in fact faulty. Please send photos of the damaged item to our WhatsApp number 07927 628942, or email at info@vaultnw.co.uk.
Return postage should be a tracked delivery service and appropriate for the size/weight of the product. Excessive returns charges (for example 24 hour services, special delivery, guaranteed or timed delivery charges) are considered unduly excessive unless agreed in writing between the company and customer and therefore the customer will not receive any refund for the excessive postage cost.
We do not offer a collection service for returned items. They must be posted or brought to the store if the customer collected them from the store.
The customer is responsible for ensuring that all products returned to the store are packaged to protect against damage during the return transit.
Please note that the goods must not have been used and must be returned in fully resalable condition in their original, undamaged packaging.