Sales Orders and Returns
If you are not totally satisfied with your order or simply change your mind you can return your goods to us. If you wish to return an item, please contact our returns department within 14 calendar days of receiving your order by email email@example.com and include a brief reason for return, the order number, the product code and / or description of the item(s) you wish to return. All of which can be found on your invoice which will have been emailed to you or on documents delivered with the parcel. We will then email you a returns note that you must enclose in the package. Any retuns received without a returns note may delay your refund and some cases may be rejected. Once you have received a returns note you then have a further 14 calendar days to return the item back to us. Returns for items after the stated time periods may still be accepted subject to a handling fee.
Goods must be returned to us in their original packaging, unused and in a re-saleable condition. If the goods arrive back damaged, with parts missing or in damaged packaging, we will not be able to issue a refund. If this is the case we will contact you and offer to either 1) return the item to you, in this instance you will be liable for both the returns charge to us and the redelivery of the item back to yourself or 2) dispose of the item for you, in this instance you will be liable for the returns charge to us. Carriage charges on the original order will not be refunded.
Send the unwanted item(s) back to us at the address stated on the returns note. We are not liable for the return postage costs so it is up to you how you wish to return the items however we strongly advise using a service that requires a signature when the goods are delivered. All goods remain the customer’s responsibility until received by Stronghold Direct or until proof of delivery to Stronghold Direct can be provided.
We cannot accept returns of non-stocked products that we have specially ordered in for you or bespoke/customised products, unless faulty. We also reserve the right to decline a cancellation of a special order if the item has been partly or wholly made. Customised products including extra keys cut for locks are not refundable as they are purely made for your order and not a re-stockable item. Keyed alike and master keyed locks again are a custom specific product so we cannot refund any keyed alike or master keying costs, we will refund the cost of the locks minus any extra keys that may need to be cut to put the locks back into stock for re-sale.
DAMAGED, MISSING OR FAULTY GOODS
If upon receiving your goods you find that they are damaged, missing or faulty please contact our Customer Service department within 3 days of receiving your order by email firstname.lastname@example.org and include the order number, the product code and / or description of the damaged / faulty item(s). All of which can be found on your invoice which will have been emailed to you or on documents delivered with the parcel. Please also include images of the damage/fault and of the packaging to help us deal with the problem more efficiently. It is important not to dispose of any goods or packaging until agreed as without these we not not be able to raise any claim. If the parcel(s) and / or item(s) are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. If no written notification is received in the stated time, the Goods will be taken as having been received and accepted by the Customer.
All faulty goods will have to be inspected and agreed by Stronghold Direct as faulty before a replacement or refund can be provided. Some items need to be sent back to the manufacturer for testing and therefore this can take longer. If a returned item is found not to be faulty (or is faulty due to misuse of the product) we will contact you and offer to either 1) return the item to you, in this instance you will be liable for both the returns charge to us and the redelivery of the item back to yourself or 2) dispose of the item for you, in this instance you will be liable for the returns charge to us. Should you require an advanced replacement before returning the faulty item then this will be chargeable and the charge refunded once the fault with the item you are returning has been confirmed, should the item not be faulty then no refund will be issued and the original will also be returned to you and you will also be liable for both the return charge and the redelivery carriage.
Request a refund
If you would like to apply for a return, "Login" to view your orders and click "Request refund", you will be directed to the returns contact page and a member of staff will be in touch.