At Lock & Latch, we stand behind the quality of our premium door hardware, fasteners, and security products just as firmly as our products secure your property. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • The item must be unused and in its original packaging
  • All original tags and protective coverings must be intact
  • You must provide proof of purchase
Note: For safety and hygiene reasons, we cannot accept returns on:
  • Custom-cut or specially ordered fasteners
  • Products that have been installed or show signs of use
  • Electronic components of garage door hardware systems

Return Process

  1. Submit a Return Request: Email our customer service team at [email protected] with your order number and reason for return (see template below).
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Securely: Repack the item(s) in the original packaging with all included materials.
  4. Ship Back: Send the package to our warehouse at:
    Lock & Latch Returns
    4250 Holly Street
    Columbus, US 31901

    We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.

  5. Inspection & Processing: Once received, we’ll inspect the item(s) within 3 business days and process your refund or exchange.

Exchanges

If you need a different size or product (e.g., switching from a residential gate handle to a commercial-grade version), follow the return process above and specify in your request that you’d like an exchange. We’ll:

  1. Verify the availability of your requested replacement item
  2. Calculate any price difference (you’ll be charged or refunded accordingly)
  3. Ship the new item once we receive your return

Refund Information

After we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days
  • Method: Funds will be returned to your original payment method (credit card, PayPal, etc.)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Note: Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear Lock & Latch Customer Service, I would like to request a return for the following item(s) from my order #[Your Order Number]: Product Name: [e.g., Stainless Steel Gate Latch] Quantity: [Number] Reason for Return: [e.g., Wrong size, Defective, Changed mind] [For exchanges only:] I would like to exchange this for: [Product Name and SKU if known] I have reviewed the return policy and confirm the item(s) are unused and in original packaging. Please provide return instructions and RMA number. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Incorrect Items

If you receive a damaged item or incorrect product (e.g., wrong fastener type or mailbox model):

  1. Contact us immediately at [email protected] with photos of the issue
  2. We’ll arrange for a replacement to be shipped at no additional cost
  3. You may need to return the incorrect/damaged item, with shipping prepaid by us

Our hardware specialists are available to assist with any questions about returns, exchanges, or product compatibility. Contact us at [email protected] or call +1 (555) 123-4567 during business hours.

We appreciate your trust in Lock & Latch for your security hardware needs.