Thank you for choosing LocksMall! We are always committed to creating a high-quality cross-border shopping experience for you. Before placing an order, please carefully understand the order processing and read the return & exchange policy, and clarify the particularities of international orders to better protect your rights and interests.

I. Order Processing Flow

1. Confirm the Order

(1) Order Processing Time: We will usually process the order within 1-3 working days after receiving your payment and completing the order information verification (usually confirmed via email: locksmall1@gmail.com) (excluding weekends and holidays).
  • The processing time may be extended during peak periods (such as holidays and promotional activities), and we will try our best to speed it up;
  • If there is a shortage of product accessories, we will inform you in time and obtain your authorization and consent.
(2) Shipping Location: All orders are shipped from coastal areas of China (relying on developed logistics channels and international high-quality express companies), and there are currently no overseas warehouses.

2. Product Assembly and Acceptance

(1) Most of the product accessories are pre-produced. After confirming the order, we will immediately assemble them meticulously and check repeatedly to ensure there are no defects.
 
(2) We will show and confirm the finished products to you via email/WhatsApp and other methods (usually via video/pictures) (please pay attention to relevant notifications).

3. Product Packaging and Packing Handling

(1) After you confirm the product again, we will pack it with exquisite packaging and check it again.
 
(2) Packaging Requirements:
  • Reinforce with shockproof materials to ensure it is not easy to be damaged during transportation;
  • The recipient's information must be clear and accurate (please provide complete name, address (including postal code), phone number and email address when placing an order).
⚠️ Important Note: If delivery fails, is delayed or incurs additional fees due to incorrect/incomplete address, you will be responsible for it; we cannot deliver to P.O. Boxes, please provide a street address.

4. Contact Logistics and Ship

We will confirm the package status with the logistics provider designated by you or our cooperative logistics providers (DHL, FedEx, UPS, EMS, postal parcels, special line logistics, etc.) before delivering it.

5. Track Logistics

After the order is shipped, you will receive a confirmation email containing a tracking number and a logistics inquiry link. Please track it in real-time on the official website of the carrier. If the package status is abnormal, please contact our customer service in time.
⚠️ Important Note:
  • The displayed transportation time is an estimated time limit (calculated from the time it is handed over to the carrier), excluding order processing time, customs clearance time and domestic delivery time at the destination;
  • International transportation may be delayed due to uncontrollable factors such as customs inspections, weather, and flight delays, and we will assist in following up.

6. Delivery and Signing

When the package arrives, please check whether the outer box is obviously damaged on the spot:
  • If there is damage, you must confirm and record it with the carrier before signing (take photos/videos as evidence) and contact our customer service in time for further processing;
  • Once signed, it is deemed that you have confirmed receipt of the package and that the appearance is intact.

II. Customs, Duties and Import Taxes

⚠️ Important Note: Cross-border packages must go through customs clearance and pay relevant fees when entering the destination country/region (except those borne by the seller). 
  • Buyer's Responsibility: You may need to pay duties, import value-added tax (VAT/GST), etc., which are levied by the customs of the destination country/region and not collected or controlled by us.
  • Customs Clearance Information: We will provide an accurate commercial invoice with the package (the amount is the actual payment amount of the goods).
  • Estimated Fees: We cannot estimate or collect taxes on your behalf. It is recommended to learn about relevant import tax policies through the official website of the destination country/region's customs in advance; some carriers may collect them on delivery (cash on delivery).
  • Consequences of Refusing to Pay: If you refuse to pay, the package may be detained, returned, or destroyed, and you will be responsible for related losses (such as product loss, return shipping fees, etc).

III. Return & Exchange and Refund Policy

1. Return Eligibility and Time Limit

We accept return requests under the following circumstances (clear photos/videos must be provided as evidence):
  • The product has quality issues or is seriously inconsistent with the description (a return request can be submitted within 14 days from the date of signing for the package; we will bear 50% of other incurred costs, except for the actual cost of the product).
  • The received product is incorrect (in terms of model, color, size, etc.): You can submit a return request within 14 days from the date of signing for the package, and the relevant costs will be borne by us.
  • Severe damage during transportation (must be found at the time of signing or within 48 hours after signing, and evidence must be provided; We will cover all costs).
  • 30-day return under other conditions is available (within 30 days from the date of signing for the package, we will only refund 90% of the actual cost of the product).
If the time limit is exceeded, it will be handled in accordance with the Repurchase Program; for special cases (such as hidden quality problems found after use), you can contact customer service for negotiation.

2. Return Process

⚠️ Important Note: Do not send the product back directly!
 
  • Contact Customer Service: Within the return time limit, provide your order number, information of the product to be returned, detailed return reason, and relevant evidence (such as pictures/videos) via locksmall1@gmail.com or [Customer Service Online Chat/Ticket System].
  • Review and Confirmation: The customer service team will review your application within 1-3 working days. If the application meets the return policy, we will send you a Return Merchandise Authorization (RMA) number, the address of the designated return warehouse, and operation guidelines via email. Packages without an RMA number will be treated as repurchases.
  • Return the Product:
    • You need to bear the international shipping costs and any possible export declaration fees for returning the goods to our designated warehouse address (usually in the country of origin). We will compensate for the fees according to the specific return situation after receiving the goods later.
    • It is recommended to use a trackable and insured shipping method to return the package and keep the shipping proof (tracking number); we are not responsible for lost packages during the return process and cannot process refunds. Damaged goods will be Repurchaseaccording to the degree of damage.
    • The RMA number must be marked on the outer box of the package.
    • The product must remain intact, unused and in its original sales condition (including original packaging, labels, hangtags, accessories, gifts, instructions, etc.). If the product has any signs of use, damage, missing accessories or incomplete packaging, we reserve the right to treat it as a Repurchase or provide only a partial refund.

3. Return Processing and Refund

After receiving your returned package, we will inspect it, which usually takes 3-7 working days.
  • Inspection Passed: We will process the refund, and the refund will be returned to the account you used to pay for the order (credit card, PayPal, etc.) through the original channel. The time it takes for the refund to arrive depends on the processing speed of your bank or payment service provider, usually 5-15 working days. It should be noted that in accordance with the refund policy, we will refund part or all of the payment amount of the product and part or all of the international shipping fees of the original order (including any paid tariffs/taxes, if included in the total order amount); customers who enjoy the 30-day return policy under other conditions need to bear all international fees and a 10% handling fee of the actual product amount.
  • Inspection Failed: (The product does not meet the return conditions, is damaged, has signs of use, has missing accessories, etc.) We will notify you via email. You can choose to have the product sent back to you (you need to confirm and provide the address, and you will bear the secondary shipping cost) or abandon the product and have it processed as a Repurchase. In such cases, we will not provide any refund or partial compensation.

4. Exchange

Due to high cross-border logistics costs and long timeframes, we usually do not directly provide product exchange services. If you need to exchange a product (for example, size, color), it is recommended that you first apply for a return and complete the refund according to the above process, and then re-order the product you need on our website. For products with high unit prices and relatively low logistics costs as a proportion, you can contact customer service to negotiate an exchange.

5. Non-Returnable Situations

  • Packages returned due to buyer's reasons (such as incorrect address, inability to contact, refusal to receive the goods): We will contact you within 3 working days after receiving the returned package to confirm whether you need to re-ship. A secondary international shipping fee is required for re-shipping. If re-shipping is not needed or we cannot contact you, we will refund the remaining product amount after deducting the international shipping fee of the original order and possible return processing fees. If the value of the product is lower than the processing fee, no refund may be available.
  • Packages destroyed by the destination customs due to buyer's reasons (such as refusal to pay tariffs/taxes, inability to provide necessary customs clearance documents): We will not provide a refund; for returned products, we will handle them in accordance with the Repurchase Program.

IV. Dispute Resolution

If you have objections to the delivery or return processing results, you can contact our customer service to appeal (provide evidence) within 7 working days after receiving the results. We will recheck within 3-5 working days after receiving the appeal and give a final opinion. If both parties still cannot reach an agreement, mediation can be conducted through a third-party organization recognized by both parties.

V. Disclaimer

  • International transportation time is affected by uncontrollable factors, so we cannot guarantee an accurate delivery date and are not responsible for delays (except for our negligence);
  • We strive to ensure the accuracy of product information (pictures, descriptions, etc.), but there may be slight differences (such as monitor color difference), which are not regarded as product quality problems;
  • We cannot control the tax decisions and tax rates of the destination country's customs and are not responsible for them;
  • It is extremely difficult to claim compensation for damage to the outer box and internal products found after signing. Please be sure to negotiate with the carrier at the time of signing or within a reasonable time, and we will provide necessary assistance.

VI. Policy Changes

We reserve the right to update this policy at any time. The updated policy will be published on the website with the effective date indicated and will apply to new orders submitted after the effective date. It is recommended to check regularly.

VII. Contact Us

If you have any questions or need to apply for a return/refund, you can contact us through the following ways:
  • Customer Service Email: locksmall1@gmail.com
  • WhatsApp Online Customer Service/Ticket System: 
We look forward to serving you!