Refund policy
REFUND & RETURN POLICY
Last updated: [today's date]
At LockNest, we stand behind the quality of every product we sell. This policy explains how returns, refunds, and exchanges work.
RETURN WINDOW
We offer a 14-day return policy, meaning you have 14 days after receiving your item to request a return.
Why 14 days? Our products are security devices. To protect all of our customers, we maintain a shortened return window to ensure that returned locks have not been programmed, registered with fingerprints, or paired to personal devices for extended periods before resale inspection. This allows us to guarantee that every product we ship is factory-fresh and has never been enrolled in another user's biometric or app ecosystem.
ELIGIBILITY
To be eligible for a return, your item must:
- Be in the same condition you received it — unused, unprogrammed, with no registered fingerprints, PINs, or app pairings
- Include all original packaging, accessories, cables, keys, and manuals
- Be accompanied by your order number or proof of purchase
To start a return, contact us at return@lock-nest.com with your order number and reason for return. Returns sent without prior authorization will not be accepted.
If your return is accepted, we will send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer, except in cases of defective, damaged, or incorrect items.
DAMAGES AND ISSUES
Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect, contact us at support@lock-nest.com within 48 hours of delivery with your order number and a photo of the issue. For verified defects, we will provide a prepaid return label and your choice of a full refund or free replacement. Defective items are always covered — you will never pay to return a product that arrived faulty.
NON-RETURNABLE ITEMS
The following cannot be returned:
- Products with registered fingerprints, PINs, or app accounts that have not been factory reset
- Products showing signs of installation, mounting, or outdoor use
- Items missing original packaging, backup keys, or included accessories
- Gift cards and clearance items marked final sale
EXCHANGES
The fastest way to exchange is to request a return for your current item and place a new order for the item you want once your return is approved.
EUROPEAN UNION 14-DAY COOLING OFF PERIOD
If your merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, subject to the same condition requirements above.
REFUND PROCESS
Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be issued automatically to your original payment method within 10 business days. Please note your bank or credit card company may require additional time to post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at return@lock-nest.com.
ORDER CANCELLATIONS
Orders may be cancelled free of charge before they are fulfilled. Once an order has shipped, it cannot be cancelled and must instead follow the standard return process above.
QUESTIONS
Return questions: return@lock-nest.com
Damaged or defective items: support@lock-nest.com
General inquiries: contact@lock-nest.com