Return & Refund Policy

We want you to be able to buy with confidence. If something is wrong with your order, tell us and we will sort it out.

1. Return window

You may request a return within 30 days of receiving your order. To be eligible, the tool must be unused, in the condition you received it, and returned with all original accessories, packaging and documentation. Please do not write on or tape the product box itself — use an outer shipping box.

2. What we cannot accept

  • Tools that have been used, fitted, or show marks from a lock cylinder.
  • Damage caused by misuse, incorrect use, modification, unauthorised repair or disassembly.
  • Items returned without accessories, packaging or documentation.
  • Requests made after the 30-day window.

If you are unsure whether a tool has been used, send us photographs before returning it and we will tell you.

3. How to start a return

Email sales@lockartist.com with your order number, the tool number, and the reason for the return. We reply within one business day with return instructions and the address. Please do not send a parcel back before you have instructions — unannounced returns can be refused at customs.

4. Who pays the return shipping

  • If the item is faulty, damaged in transit, or not what you ordered, we cover return shipping and send the replacement at our cost.
  • For change-of-mind returns, the buyer pays return shipping and any customs cost on the way back. We recommend a tracked service; we cannot refund a parcel that never reaches us.

5. Refunds

Once your return arrives and passes inspection, we email you to confirm approval or rejection. Approved refunds are paid to the original payment method within 3–7 business days of approval; your bank may take a few more days to post it.

The original USD 10 shipping charge is refunded only when the item was faulty, damaged, or incorrect. For change-of-mind returns, shipping is not refunded.

6. Exchanges

If you ordered the wrong keyway or cut count, we can usually exchange the tool for the correct one. Contact us first so we can confirm the right tool and check stock. Any price difference is charged or refunded, and the return/reshipping rules in section 4 apply.

7. Faulty tools and warranty

Every tool we ship is genuine Lishi stock. If a tool fails in normal professional use, contact us with your order number, photographs and a short description of the fault. Depending on the case we will repair, replace or refund. Consumable wear — a dulled pick tip after months of use — is not a fault.

8. Your statutory rights

If you are a consumer in the EU or UK, you have a statutory right to cancel your order within 14 days of delivery, and rights if goods are faulty or not as described. This policy gives you a longer 30-day return window and does not reduce those statutory rights.

9. Questions

Email sales@lockartist.com or use the contact form. We reply within one business day.