Refund policy
Refund & Returns Policy
Last updated: 25 May 2026
30-Day Money-Back Guarantee
If you're not happy with your Lockhone order, we'll refund you. Our 30-day guarantee sits on top of your statutory rights under UK law — it never replaces them.
1. Your statutory 14-day right of cancellation (UK Consumer Contracts Regulations 2013)
For most products purchased online from the UK, you have a 14-day cooling-off period starting the day you (or someone you nominate) receive the goods. You may cancel for any reason and return the item for a full refund — including the original outbound shipping cost (up to the cost of standard delivery).
To exercise this right, email herofactory64@gmail.com with your order number within 14 days of delivery. You have a further 14 days from notifying us to return the goods. You pay return shipping unless the item is faulty.
2. Our extended 30-day guarantee (in addition to statutory rights)
Beyond the statutory 14 days, we offer a further 16 days for change-of-mind returns, provided the item is:
- Unused and in original condition
- In original packaging with any tags attached
- Returned at your cost (we'll send you the return label after approving the request)
Refund is issued to your original payment method within 5 working days of us receiving the item.
3. Faulty, damaged, or "not as described" items (UK Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. These rights apply for up to 6 years from purchase, and are unaffected by anything else in this policy.
If your item arrives faulty, damaged, or does not match the description:
- Within 30 days of delivery — full refund OR replacement (your choice).
- Day 31 to 6 months — we offer repair, replacement, or refund.
- Beyond 6 months — we may ask you to demonstrate the fault was present at delivery.
Email herofactory64@gmail.com with your order number and a photo of the issue. We will respond within 24 hours, Monday to Friday.
4. Items that cannot be returned (unless faulty)
For hygiene, safety, or legal reasons, the following cannot be returned once opened or used (your statutory rights for faulty items still apply):
- Personal-care, beauty, intimate, or grooming products where the seal has been broken
- Earphones, in-ear devices, and similar where the seal has been broken
- Perishable goods
- Items sealed for hygiene reasons that have been unsealed
- Digital downloads, gift cards, and personalised products
5. Lost or damaged in transit
If your parcel does not arrive within the timeframe stated in our Shipping Policy, or arrives damaged, email us within 14 days of the expected delivery date. We chase the courier on your behalf and either replace the item or issue a full refund.
6. How to request a refund or replacement
- Email herofactory64@gmail.com with: order number, reason, photo if faulty or damaged.
- We respond within 24 hours, Monday–Friday.
- For approved returns, we email you the return instructions (and a prepaid label if the item is faulty).
- Refund issued to your original payment method within 5 working days of us receiving the item.
7. Refund method
Refunds are issued to the original payment method. Bank-processing time is typically 3–10 working days depending on your card issuer.
8. Contact
Lockhone
Email: herofactory64@gmail.com
Response time: within 24 hours, Monday–Friday.