Cancellation & Returns

The following applies to goods purchased directly from us via our website, For Liteloks purchased from a retailer, please see their cancellation & returns policy.

What is the best method of contacting you regarding Cancellations or Returns?

You are able to call us on +44 (0) 1792 712539. Our phone lines are active Monday - Friday between 9am - 5pm GMT.

We also operate an online chat feature through our website which is also active Monday - Friday between 9am - 5pm GMT.

You can also email us at and we will try our best to respond to you as soon as possible.

How do I cancel an order I have just placed?

If you have placed an order and wish to cancel it then please do contact us immediately. We aim to dispatch all orders placed before 2pm on the same day to provide next working day delivery. If you contact us before we ship your order then we are able to cancel and refund your order.

Can I return an order?

If your Litelok doesn’t fit your needs then you are able to return it. We accept returns as long as they are within 14 days of you receiving your Litelok and it is in an unused condition.

How do I return an order?

Firstly, fill in this returns form, and email it to

This will inform us of your intent to return. Then, simply send your order back to us.

Please can you also print out a copy of your returns form and include it with your returned Litelok. If you are unable to do this, then please leave a note with all your relevant information inside your returned order as this will help when processing. When your Litelok has been processed and is eligible to be returned, we will issue you a refund.

Please note that if your Litelok doesn’t fit our required criteria, we are able to refuse your returned order. You are also responsible for the cost of the return, unless your Litelok is defective.

What is your returns address?

Please send all returned orders to:

Unit 11, Mona Close
Swansea Horizon Park

Am I able to return my Litelok if defective?

If there is a problem with your Litelok then please do call us right away. We will try our best to diagnose the problem and hopefully fix it. If it is a problem that can’t be resolved over the phone, and your Litelok is still covered by your 12-month warranty, then we will organise for it to be returned. If our engineering team are unable to fix it then we will replace your Litelok for you.

Can I exchange my order?

If your Litelok arrives and you decide you’d like a different model, colour, or size instead, then that’s no problem. Please follow the same instructions listed above for returns.

When informing us of this, please clearly list what Litelok you would like instead. If there is a price difference you will either be invoiced to pay the additional cost, or refunded the cost difference once we receive your Litelok.

Please note that you are also responsible for the cost of the return.

How long does it take to be refunded?

Once we receive your Litelok we will begin processing it which can take between 1 - 3 working days. After processing, if you are eligible for a refund we will try and issue this right away, but it may take between 1 - 3 working days depending on your bank provider.

During the current global climate, returns and refunds may take longer to process. Please do bear with us, we will try and process your orders as quickly as we can. Thank you for your patience.

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