Key Information
- 30-day return policy
- Refunds will be processed after 5–10 business days
- Return address is brand-specific. The return address will be provided once the refund is requested.
At SecureMyDoor we prioritise customer satisfaction and aim to provide an excellent shopping experience. If you are not completely satisfied with your purchase, we are here to help.
Returns Policy
Eligibility
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Your item must be unused and in the same condition as when you received it.
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The item must also be in the original packaging.
Timeframe
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You have 30 calendar days to return an item from the date you received it.
Proof of Purchase
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A receipt or proof of purchase is required for all returns.
Non-Returnable Items
Items that cannot be returned include:
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If the items has been opened
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If the items has been used
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Custom made orders.
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Clearance items.
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Products marked as non-returnable.
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Items marked as final sale.
Return Process
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Initiate a Return
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Contact our customer service team via email at hello@securemydoor.co.uk
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Provide your order ID, details about the item, and a reason for the return.
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Prepare Your Return
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Pack the item securely in its original packaging, including all accessories and documentation.
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Return Authorization
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We will provide you with a Return Merchandise Authorization (RMA) number and instructions, along with the return address.
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Refund Policy
Eligibility for Refunds
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Items must be in their original condition and packaging.
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Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.
Refund Process
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Approval:
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If your return is approved, we will initiate a refund to your original method of payment.
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Processing Time:
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Refunds are processed within 5–10 days from the date of receipt and inspection of the returned item.
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Once processed, refunds may take an additional 3-5 business days to reflect in your account, depending on your bank or credit card company's processing times.
Restocking Fee
Standard Fee
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A restocking fee of 15% is applicable to all returned items to cover processing costs. This fee is automatically deducted from your refund amount.
How to Submit Documentation
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Please send the required photographic evidence to our support team via email at hello@securemydoor.co.uk
- Ensure that the photo or videos clearly show the issue. Include your order ID in the email for faster processing.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. If the funds are still not there then please contact us at hello@securemydoor.co.uk
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact our customer service team at hello@securemydoor.co.uk
Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us right away at hello@securemydoor.co.uk
Make sure to include a photo or video showing the damage. We will then arrange for the item to be repaired, replaced, or refunded. In this case, our company will cover the cost of return shipping.
Cancellation Policy
Immediate Cancellation
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How to Cancel: To cancel an order, please contact our customer service immediately at hello@securemydoor.co.uk as soon as possible.
Provide your order ID and contact details to expedite the process.
Cancellation After Shipment
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Policy: Once an order has been shipped, it cannot be cancelled. If you need to return the item, please follow the guidelines outlined in our Returns Policy.
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Procedure: Upon receipt of the shipped item, initiate a return by contacting our customer service as detailed in the Returns Policy section. This ensures that your return is processed efficiently and without delay.
Warranty:
Different manufacturers have different warranties. Please note that if you receive a damaged item, the warranty won't cover it if you don't report it within 30 days.
Contact Us
Questions about the return and refund policy should be sent to us at hello@securemydoor.co.uk