Changed your mind, wrong size, or faulty? Here's what happens.

Short version: send it back unused within 14 days and we refund you within 7 working days. Wrong size? We swap it free. Faulty? We replace it on next-day delivery.

1. Returning something you don't want

You can return any product within 14 days of receiving it, for any reason. This is your legal right to cancel under the Consumer Contracts Regulations, and we apply it to every customer, business or private.

• Tell us within 14 days of delivery by emailing [email protected] with your order number (RYL-…). We'll reply with a returns reference.
• Send the item back within 14 days of telling us, to the address below, with your order number inside the parcel.
• The item must be unused, undamaged, with no visible marks, complete with all keys, screws and cards, and in its original packaging. A cylinder that has been fitted, even briefly, shows tool and key marks and can't be resold, so we can't refund it.
• You pay the return postage for a change of mind. We recommend a tracked service; the item is your responsibility until it reaches us.

Locks made or keyed to your order (for example a keyed-alike set cut to an existing key, or a master-keyed suite) can't be returned unless faulty, because they can't be sold to anyone else.

2. Where to send it

Please email first: the returns reference is how we match the parcel to your order.

3. What happens when it arrives

1. Within 24 hours of receiving your parcel we email you to confirm it has arrived and what happens next.
2. We check the item is unused and complete.
3. Your refund is made within 7 working days of the item reaching us, to the card or payment method you paid with. Card refunds usually show on your statement 3–5 working days after we send them.
4. We refund the price you paid for the item. Delivery to you was free, so there's nothing to deduct.

4. Ordered the wrong size?

It happens, especially with euro cylinders. If it's unused, send it back and we'll exchange it free: no restocking charge, and we pay the postage on the replacement. Tell us the size you actually need (or photograph the old cylinder and we'll measure it) and we'll despatch the right one as soon as yours is back. If you'd rather not wait, order the correct size now and we'll refund the first one when it arrives.

5. Faulty locks and guarantees

Every lock we sell is new and covered by the Consumer Rights Act: it must be of satisfactory quality, fit for purpose and as described. If it isn't:

• Email [email protected] with your order number, what's wrong and a photo or short video if you can. Most faults we can confirm from that without waiting for the item back.
• We send a prepaid returns label for faulty items, so the return costs you nothing.
• Damage caused by fitting (an over-tightened fixing screw, a cut-down cylinder, a forced key) or by an attempted break-in isn't a manufacturing fault, but tell us anyway: we'll usually help with a replacement at trade price.
• If we sent the wrong item or it arrived damaged, tell us within 48 hours and we replace it on next-day delivery at our cost.

6. Locks fitted by one of our fitters

If a fitter supplied and fitted the lock, the same guarantees apply to the part, and the fitting itself is guaranteed for 12 months. Contact us and we'll arrange for the fitter to come back; you won't be asked to remove and post anything.

7. Getting in touch

Email [email protected] quoting your order number, call 07598 098 818, or reply to your order confirmation. We answer within one working day. Nothing here affects your statutory rights; Citizens Advice explains them plainly at citizensadvice.org.uk.

Your Nest Security Services Ltd, 12 Cromarty Road, Ipswich, Suffolk, IP4 3EU. Policy last updated 14 October 2026.