Refund policy

Inspect your order on arrival

Please inspect every shipment within 5 business days of delivery. Report shipping damage, missing items, or items that don't match your order within that window by emailing sales@1st-in-padlocks.com with your order number and photos of the product and packaging. If a carrier shows visible damage at delivery, note it on the delivery receipt or refuse the package. Claims reported after 5 business days are treated as standard returns under this policy.

Our mistakes

If we shipped the wrong item, the wrong quantity, or the wrong keying, we will correct it at no cost to you, including return and replacement shipping. Report it within the 5-business-day window above.

Standard returns

In-stock, standard catalog items may be returned within 15 days of delivery with prior approval:

  1. Email sales@1st-in-padlocks.com for a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number may be refused.
  2. Items must be new, unused, and in the original, unmarked manufacturer packaging with all keys, combinations, accessories and instructions.
  3. Place the manufacturer box inside a shipping carton. Do not put labels or tape on the manufacturer packaging.
  4. Ship to the address on your RMA, with the RMA number clearly shown on the outside of the carton. Use a tracked, insured method; you are responsible for the package until we receive it.

Approved returns are subject to a 25% restocking fee. Original shipping charges and return shipping are not refundable. Refused or undeliverable packages are treated as returns, and the outbound and return shipping costs are deducted from the refund.  If you would rather have the order reshipped, for example to a corrected or different address, we will waive the restocking fee and you pay only the cost of the new shipment.

Items that cannot be returned

The following are made or prepared for your order and are final sale, unless we made the error:

  • Locks keyed alike, master keyed, keyed to an existing key number, or keyed to a customer key system
  • Engraved, laser-marked, stamped, or color-customized locks
  • Built-to-order, special-order, and non-stock items, including items ordered from the manufacturer on your behalf
  • Cut keys, control keys, replacement keys by key number, key blanks, and cylinders
  • Locker locks and combination locks with customer-assigned combinations or combination charts
  • Items that have been installed, used, or have had their combination or key code recorded or changed
  • Clearance or closeout items

Defective products and warranty

Products carry the manufacturer's warranty only. We do not add a separate warranty. If an item is defective on arrival, report it within 5 business days and we will replace it or issue a refund at our option. After that, warranty claims are handled under the manufacturer's terms; we will help you contact the manufacturer and, where the manufacturer allows, process the replacement through us.

Refunds

We inspect returns within 5 business days of receipt. Approved refunds go back to the original payment method. Card refunds post within 5–10 business days, depending on your bank. Orders paid by check, wire, or ACH are refunded by check after the original payment has fully cleared. Purchase-order customers receive a credit memo against the account.

Exchanges

To exchange an item, place a new order for the item you want and return the original under this policy. We issue the refund or credit when the return is received and approved.

Order changes and cancellations

You may cancel a standard order at no charge before it ships. Custom, keyed, engraved, and special-order items cannot be cancelled once production or the manufacturer order has started. If we cancel an order for any reason, we refund the full amount paid.

Chargebacks

Please contact us before disputing a charge with your card issuer so we can resolve the issue. Filing a chargeback for an order that was delivered as described, or for a final-sale item, may result in your account being closed and the amount being sent to collections.

Return address

1st-in-Padlocks – RMA #______
2184 Channing Way #510
Idaho Falls, ID 83404

This policy is part of our Terms of Service.