Refund policy

Returns and refunds at a glance

Do you accept returns?	Yes — for defective and non-defective products alike. A faulty lock, and a lock you simply changed your mind about, are both accepted.
Return window	14 days from delivery to tell us, then 14 days to post it back. The same 14 days apply all year — we do not run an extended holiday return window.
What condition do you accept back?	New products only — unused. Unopened in its original packaging, or opened and inspected but never fitted or used. We do not take back a lock that has been installed or used.
Do you accept exchanges?	No. We do not swap items. An accepted return is refunded and you place a new order for what you want.
Who pays for the return label?	The customer, for a change-of-mind return. We pay when the item is faulty, damaged on arrival, not what you ordered, or not as described — there it is your right, not a concession.
Restocking fee	None. We do not charge a restocking fee, a handling fee or an administration fee, on any return.
Refund processing time	Within 14 days of the returned item reaching us, to the original payment method.

1. Our commercial policy — 14 days, everywhere

Whatever country you order from, we accept change-of-mind returns within 14 days of delivery. To be accepted, the item must be:

unused and undamaged, in its original condition;
in its original packaging with all accessories, cards, keys and instructions;
accompanied by your order number.

We accept new, unused products back. You may open the box and handle the lock to check it, exactly as you would in a shop, and that does not affect your refund — inspecting is not using. What we cannot take back is a lock that has been fitted to a door, drilled for, or otherwise used: once it is on the door it is no longer a new product.

If an item comes back incomplete, damaged, or showing that it was fitted or used, we may refuse it or refund it in part. That is a deduction for the loss in value caused by handling beyond a normal inspection — it is not a restocking fee, and we charge no fee of any kind on a return.

2. Your statutory rights, which come on top

Depending on where you live, the law gives you rights that this policy cannot reduce. Where the law gives you more than our 14-day policy, the law wins.

If you are in	You also have
United Kingdom	A 14-day right to cancel from the day you receive the goods (Consumer Contracts Regulations 2013), and a 30-day short-term right to reject faulty goods (Consumer Rights Act 2015).
Australia	Consumer guarantees that cannot be excluded under the Australian Consumer Law: a replacement or refund for a major failure, compensation for other reasonably foreseeable loss, and repair or replacement where goods are not of acceptable quality. There is no statutory cooling-off period — our 14-day policy is what covers change of mind.
United States	No federal statutory right of withdrawal for distance sales. Our 14-day policy is what applies, together with any rights you have under the law of your state.

3. How to return something

Email us at contact@flashmarques.com with your order number and the reason.
We send you the return address and packing instructions. Do not ship anything before you have them.
You ship the parcel within 14 days of telling us. We recommend a tracked service — you are responsible for the item until it reaches us.
We inspect it within 3 to 5 business days of arrival.
We refund you to the original payment method, within 14 days of the item reaching us. Most refunds leave well inside that; how quickly it then appears on your statement is down to your bank or card issuer.

4. Who pays return postage, and what we never charge

For a change-of-mind return, you do. We pay where the item is faulty, damaged on arrival, not what you ordered, or not as described — in those cases it is your right, not a concession.

We charge no restocking fee. No handling fee, no administration fee, no percentage of the price withheld. The only deduction we ever make is the one described in section 1, where an item comes back damaged or used beyond a normal inspection.

5. No exchanges — but talk to us before you return

We do not do exchanges. An accepted return is refunded, and you place a new order for what you want.

That said, smart locks are sized to the door, and the wrong mortise or latch is the most common reason a lock does not fit. If that has happened, email us before you send anything back. We will confirm what your door actually needs, so that the order you place next is the right one. It is faster than guessing twice.

6. Faulty items

Email us your order number, a description of the fault and a photo or short video. Do not ship it back before you hear from us: many faults are resolved without a return, and where they are not, we arrange it properly — including the return postage, which is on us.