Refund policy

At Hoxlock, we want every customer to feel confident when purchasing our locks, security hardware, and related accessories. Please read our return and refund policy carefully before starting a return.

30-Day Return Policy

We accept return requests within 30 days after you receive your order.

To be eligible for a return, the item must be in the same condition that you received it, unused or opened only for inspection and basic indoor testing, with all original packaging, manuals, accessories, tags, and proof of purchase included.

Items sent back to us without first requesting a return will not be accepted.

How to Start a Return

To request a return, please contact us first:

Trade name: Hoxlock
Email:
Physical address:

Please include your order number, the item you want to return, the reason for return, and photos or videos if the product is defective, damaged, missing parts, or incorrect.

Return method: By mail
Return label: Download and print
Return shipping cost: For defective, damaged, missing parts, or incorrect items, Hoxlock provides the return label when required.

For non-defective returns, such as a wrong item ordered or a change of mind, the customer may be responsible for return shipping.

If your return request is approved, we will send you return instructions by email. The return address will be provided after approval.

Return Shipping Cost

For approved returns caused by product defects, shipping damage, missing parts, or an incorrect item, Hoxlock will provide return instructions and, when required, a prepaid return shipping label.

For returns that are not caused by a product issue, such as ordering the wrong item or changing your mind, the customer may be responsible for the return shipping cost unless otherwise required by law.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it. If your item is defective, damaged, missing parts, or different from what you ordered, please contact us immediately so we can evaluate the issue and make it right.

For faster support, please include clear photos or videos showing the issue, the product label or model, and the package condition.

Non-Returnable Items

We cannot accept returns for items that are heavily used, damaged by misuse, modified, disassembled without authorization, missing original parts or accessories, or returned without proof of purchase.

Gift cards and items clearly marked as final sale are not eligible for return unless required by law or unless the item arrives defective, damaged, or incorrect.

Exchanges

If you need a different model or product, the fastest option is to return the original item first. Once the return is accepted, you can place a new order for the item you want.

If your item arrived defective, damaged, missing parts, or incorrect, please contact us first. We may offer a replacement, repair support, refund, or another solution depending on the situation.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days after receiving it, for any reason and without giving a justification.

To qualify, the item must be in the same condition that you received it, unused or lightly inspected only, with all original packaging, manuals, accessories, tags, and proof of purchase included.

Refunds

After we receive and inspect your returned item, we will notify you by email whether the refund has been approved.

Refund method: Refund to the original payment method.

If approved, your refund will be issued to your original payment method within 10 business days. Your bank, credit card company, or payment provider may need additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us.

Contact Us

If you have any questions about returns, refunds, exchanges, or product issues, please contact us:

Email:
Phone:
Trade name: Hoxlock
Physical address: