Refund policy

Return, Refund & Warranty Policy

At MyLockSet, we want you to be satisfied with your purchase. If you have a question or concern about an order, please contact our customer service team. We will do our best to assist you.

1. Return Eligibility

Eligible items may be returned within 30 days of delivery.

To be eligible for a return:

  • Items must be unused and in their original packaging, including all parts, accessories, and documentation.
  • Items must be in resalable condition.
  • Proof of purchase or an order number is required.
  • Certain products, including special-order or other non-returnable items, may be subject to specific restrictions. Eligibility will be reviewed on a case-by-case basis.

2. How to Request a Return

To request a return or exchange, please contact us through our Contact Us page.

Please provide your order number, the item you wish to return, and the reason for your request. Our team will review your request and explain the next steps.

Please do not ship an item back before receiving return instructions from our team.

3. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the circumstances of the order.

For example, returns due to a change of mind, ordering the wrong item, or no longer needing a product may be handled differently from items received damaged, defective, or incorrectly supplied.

The applicable return shipping arrangements will be communicated when your return request is reviewed.

4. Restocking Fees

A restocking fee may apply to certain returns, depending on the product and circumstances.

If a restocking fee applies, the amount and applicable conditions will be communicated before the return is finalized.

5. Refunds

Returned items must be received and inspected before a refund decision is made.

Once the return has been reviewed, we will notify you whether the refund has been approved. Approved refunds will generally be issued to the original payment method, subject to applicable payment-provider requirements and applicable law.

Any applicable restocking fees or other permitted deductions will be communicated as part of the return review.

6. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or different from what you ordered, please contact us promptly through our Contact Us page.

Please include your order number, a description of the issue, and photographs. Our team will review the circumstances and advise you on the appropriate next steps.

Depending on the situation, the resolution may include a replacement, repair, refund, or another appropriate remedy.

7. Special-Order and Non-Returnable Items

Some special-order products or other items may not be eligible for return. These requests will be reviewed on a case-by-case basis, taking into account the product, order circumstances, and applicable legal requirements.

Please contact us before ordering if you are unsure whether a particular item can be returned.

8. Warranty Coverage

Who Is Covered
This warranty applies only to the original consumer purchaser ("Original User") of My Lockset products and is non-transferable, coverage ends if ownership is transferred.

Coverage & Duration
Lifetime Mechanical Warranty: Covers defects in mechanical components (material
or workmanship) for the lifetime of the Original User, while they occupy the original
residential premises.
Finish Warranty:

  • Standard Finishes: Covered against deterioration, corrosion, or discoloration for 5 years from the date of purchase.
  • Living Finishes & Specialty Finishes: Certain finishes, such as Unlacquered Brass (US3NL), Oil Rubbed Bronze (US10B), Flat Black Bronze, Medium Bronze, and other hand-applied “living” finishes, are not covered against oxidation, patina, tarnishing, or wear. These finishes are designed to change naturally over time and are expected to age with use and environment.

Electronic Components: For electronic or powered locks, a 2-year limited warranty
from the date of purchase applies.

What’s Not Covered
This warranty excludes defects or damage resulting from:

  • Improper installation or failure to follow written instructions
  • Modifications or use of non-My Lockset components
  • Misuse, abuse, accident, vandalism, or neglect
  • Natural disasters or extreme environmental conditions (such as fire, flood, earthquake, or storm damage)
  • Normal wear and tear or cosmetic changes over time
  • Commercial or rental property use (including vacation rentals)
  • Finish changes on living finishes or any finish expressly excluded above

Remedies
At My Lockset’s sole discretion, we will:

  • Repair the defective product, or
  • Replace it with the same or a similar product, or
  • Refund the original purchase price (if repair/replacement isn't possible or practical)

How to Submit a Claim
To initiate a warranty claim, the Original User must:

  1. Contact My Lockset customer support with:
    • A description of the defect
    • Proof of purchase (receipt/invoice)
  2. Provide access for inspection if requested
  3. Return the defective product within 30 days of instructions (shipping costs may apply)

Limitation of Liability
My Lockset's warranty remedies are your exclusive recourse. We are not liable for:

  • Incidental, indirect, special, or consequential damages
  • Breach of any implied warranties beyond the duration stated

State or Provincial Rights
This warranty does not affect rights you may have under applicable consumer protection laws. Some jurisdictions grant rights that cannot be excluded or limited.

Summary Table

 Component Type Warranty Duration Exception / Notes
Mechanical Lifetime (Original User) None
Standard Finishes 5 Years Excludes living / specialty finishes
Living & Specialty Finishes Not covered against patina / tarnish Designed to age naturally
Electronic Components 2 Years Batteries excluded