TufLuck Padlock - Flat Back Hidden Shackle

TufLuck Return Policy

Last updated: [DD/MM/YYYY]

At TufLuck, every unit is checked and securely packaged before it leaves us. This policy explains how returns, refunds, and replacements work if something isn't right with your order.

1. Damaged or Faulty Items on Arrival

If your TufLuck arrives damaged beyond intended use or function, contact us at info@tufluck.co.uk within 7 days of delivery with:

• Your order number
• Photos or a short video clearly showing the damage
• A brief description of the issue

We'll review your claim and, if approved, arrange a repair or replacement at no cost to you.

2. Cosmetic Marks

Due to the size, weight, and material of TufLuck units, minor cosmetic imperfections — such as scratches, scuffs, or superficial marks that don't affect performance — are not eligible for return or refund.

3. Change of Mind Returns

If you'd like to return a product for a reason other than damage or fault (e.g. change of mind, ordered by mistake), you may do so within 14 days of delivery, provided:

• The product is unused, in its original condition, and in its original packaging
• You contact us at info@tufluck.co.uk first to request return approval
• You cover all return shipping costs

A 30% restocking fee applies to all approved change-of-mind returns, deducted from your refund to cover inspection, repackaging, and handling costs. The remaining balance will be refunded to your original payment method once the item is received and inspected, minus any original shipping charges.

4. Return Shipping

Due to the weight and size of TufLuck units, return shipping is the customer's responsibility unless a fault or damage is confirmed by us. Any return shipping costs not pre-approved by TufLuck will not be reimbursed — please contact us for approval before sending anything back.

We recommend using a tracked courier service, as we cannot be responsible for items lost or damaged in return transit.

5. How to Start a Return

Email info@tufluck.co.uk with:

1. Your order number
2. Your reason for return
3. Photos (if the item is damaged or faulty)

We'll confirm next steps and, where applicable, provide a returns address and approval reference.

6. Refund Timing

Once your return is received and inspected, we'll notify you of the outcome. Approved refunds are typically processed within 5–10 business days, though your bank or card provider may take longer to show the funds.

7. Non-Returnable Items

The following are not eligible for return or refund:

• Products showing signs of misuse, unauthorised modification, or improper installation
• Padlocks or third-party components not supplied directly by TufLuck
• Items returned without prior approval from TufLuck

For anything not covered here, please also see our Terms & Conditions and Lifetime Warranty pages, or contact us directly at info@tufluck.co.uk.