Customer charter

Key Duplication

All key duplication is backed by replacement or money back guarantee and liability is limited to the retail price of the key. Exceptions occur when keys to be copied are too badly worn to guarantee a perfect working copy. The company reserves the right to bring this to the attention of customers and offer the customers the option to proceed entirely at the customers risk which will negate any guarantees. This also applies when requests to duplicate keys that have been bent or broken and the company reserves the right to mark all such keys so as to identify them as supplied after advice. Keys supplied to code numbers are not replaced or refunded unless there has been a cutting error on the part of the company. Certain lock and key systems are protected by law and replacement or extra keys will not be duplicated without the correct authorisation procedure. The company is obliged to operate these procedures to comply with the law and in the best public interests.

Retail Products

All locks and security devices are backed by replacement guarantee, normally for twelve months, if deemed to be faulty and liability is limited to the retail price of the product on production of a valid receipt. Products are usually of a technical nature and every effort is made to interpret the customer’s requirement. Be sure your purchase is correct for the application you require as exchange or refund may be subject to a 25% re-stocking charge and/or that the product and packaging is intact. Products that have been removed from their packaging and attempts made to install them are not exchangeable or refundable unless the goods are faulty. If product failure causes a Lock-Out within the guarantee period the company reserves the right to ascertain the cause of the failure. Products that are considered by this company as subject of a Special Order (not normal stockholding) may require a non refundable deposit.

Service Calls

All service work including lock-outs are backed by guarantees on workmanship and materials used. The Company while providing a Lock-Out service will in the interests of public security request proper identity or proof of ownership. Should this not be forthcoming service maybe refused, your co-operation is required in these circumstances. Exceptions will occur if any alteration, amendment, removal or 

re-installation is made by any persons other than the original installing company. This also applies if any undue wear and tear, abuse or act of vandalism is apparent. If product failure or faulty workmanship causes a Lock-Out the company reserves the right to ascertain the cause and carry out any appropriate rectification, also to make charges where applicable, having first advised the customer. Liability is limited to replacement value only of the same or similar equivalent product and in all cases limited to the guarantee periods. All servicing work is carried out to the best interpretation of, or to customer’s instructions. All costs to be advised before commencement of works and any variation affecting specification or cost will be advised prior to completion where possible. Although we endeavor to arrive by appointment we cannot guarantee that the service engineer will be able to make it at the designated time and all appointment times are therefore an estimated time of arrival.