We want you to feel safe ordering from KeyVane. Please read this policy before checkout.
Defective or incorrect items
- If your lock arrives defective or does not match the listing (wrong model or missing parts), contact us within 7 days of delivery with photos and your order number. We will arrange a replacement or refund.
- Change-of-mind returns on opened locks may not be accepted, because locks are security hardware and packaging integrity matters.
2-year warranty
Every KeyVane lock comes with a 2-year warranty against manufacturing faults, starting from the delivery date. If a fault appears, contact us by WhatsApp or email with your order number and a photo or video of the problem, and we will help you fix it. The warranty does not cover damage caused by incorrect installation, misuse or accidents.
Damaged in transit
Photograph the outer carton and the product before discarding packaging, then email sales@heshuanglock.com within 48 hours of delivery. We will work with the carrier and replace or refund as appropriate.
How to start a return or claim
- Email us with order number, issue description, and clear photos/video.
- Wait for a return authorization before shipping anything back.
- Approved refunds are issued to the original payment method used on Shopify.
Wholesale & OEM
Bulk and custom OEM/ODM orders follow the terms in your proforma invoice / sales contract, not this retail policy.
Contact: sales@heshuanglock.com · WhatsApp +86 134 1106 8677