Eligibility

Returns may be requested for products in new, like new, and/or re-sellable condition within 30 days of delivery and are subject to a 30% restocking fee. Any returns made after 30 days are subject to a 45% restocking fee.

Custom Orders may be returned at the sellers’ discretion with a 40% restocking fee. Original shipping is not eligible for refund and the customer is responsible for return shipping. Custom Orders includes items that have been:

  • Engraved
  • Custom Keyed
  • Colored
  • Combinated
  • Stamped

Re-sellable condition is defined as a condition suitable for shipment and acceptance by another Masterlocks.com customer. Returnable items must be in their original packaging. Masterlocks.com reserves the right to inspect products, offer partial credit, and to withhold credit if one or more of the following conditions exists:

  • Merchandise is not in new, like new, and/or re-sellable condition
  • Merchandise is missing components (ie keys, boxes, combination tags, bumpers, covers, etc)

Orders Automatically Ineligabile For Return Include:


  • Registered Locks that fall under Reserved, Restricted or Master Keyed systems
  • Set Your Own Combination Locks that have been reset
  • Bluetooth Locks that have been reset

How to Request a Return

To begin the return process, contact Customer Service at 1-800-778-2217 and please have the following information available:

  • Order Number
  • Item Number and Quantity of the product you wish to return
  • The reason for your return
  • Item Condition

Valid returns will be emailed a Return Merchandise Authorization (RMA) number by a Masterlocks.com Customer Service representative within two business days after (RMA) approval.

Once issued, RMA’s are valid for 30 calendar days and the RMA number must clearly be written on the original shipping boxes. The customer is responsible for return shipping costs back to Masterlocks.com, unless otherwise stated. Shipment will be refused on any returns without a valid RMA number clearly written on the box or boxes.

All return claims will be evaluated and processed within 5 business days from the receipt of product. If a return claim is not eligible, a Customer Service representative will contact you. We value and appreciate you as our customer and strive for 100% customer satisfaction.