We want you to be happy with your Mul-T-Lock purchase. Because many of our products are keyed and cut specifically for each customer, please read this policy before ordering.
Returns: 14 days
You may return eligible items within 14 days of delivery. To be accepted, a return must be:
- Uninstalled, never mounted on a door or used
- In its original packaging, unopened or undamaged
- In original condition, with all keys, key cards, hardware, screws and instructions included
Items that show signs of installation, wear, marks, or missing parts cannot be returned.
Items that cannot be returned
These items are made to order for you and are final sale:
- Locks and cylinders ordered Keyed Alike or Master Keyed, or keyed to match an existing key or system
- Additional cut keys and any keys cut to order
- Special order items, including items marked special order or minimum order quantity
- Access control systems (SMARTair, MTL CLIQ, eCLIQ) and Traka21 cabinets, which are quoted and configured per project
How to return an item
- Email info@multlocklocksmithusa.com within 14 days of delivery with your order number and the item you want to return.
- We’ll reply with a Return Authorization (RA) number and return instructions. Returns sent without an RA number may be refused.
- Pack the item securely in its original packaging and ship it within 5 days of receiving your RA number. We recommend a tracked, insured shipping method.
Refunds
- Once we receive and inspect your return, we’ll email you to confirm whether it’s approved.
- Approved refunds are issued to your original payment method within 5 to 7 business days. Your bank may take a few extra days to post it.
- A 15% restocking fee applies to returns that aren’t due to our error.
- Original shipping charges are not refundable, and return shipping is paid by the customer.
Damaged, defective or wrong items
If your order arrives damaged, defective, or isn’t what you ordered, email us within 3 business days of delivery with your order number and photos of the item and packaging. If the problem is our error, we’ll cover return shipping and send a replacement or a full refund, with no restocking fee. This applies to all items, including keyed and special order items.
Exchanges
To exchange an eligible item for a different size, finish or model, follow the return steps above and place a new order for the item you want.
Manufacturer warranty
Mul-T-Lock products carry the manufacturer’s limited warranty. For warranty questions after the return period, email us and we’ll help you with the claim.
Questions
Not sure which part is right for your door? Email us before you order at info@multlocklocksmithusa.com and we’ll help you choose, which avoids returns altogether.