Since Southern Lock opened in 1946, our sales policies have largely remained unchanged. Our goal has always been, and will remain, doing what's best for our customers. As we continue to operate with this mindset, we must also adapt to today's industry standards. Please take a minute to review our updated return and warranty policies.
RMAs (Return Material Authorizations) are only issued within 60 days of the product's invoice date and will be valid for 30 days from the date of issue. Customers must obtain an RMA number before the return of the material or request for credit. To request an RMA number, email email@example.com or call (800) 282-2837.
Any material received without an RMA will not be accepted, and instead returned at the customer's expense. Please note that an RMA number does not guarantee final disposition and all returns are subject to a final inspection. All exchanged or returned merchandise must be returned in its original factory carton, including all packing materials, inserts, manuals, and accessories. The material must be in new, resalable condition, and must not have been previously installed.
All returns of "stock" material will incur a standard 25% restocking fee in addition to original freight charges (if applicable) and will be credited (excluding return shipping & handling charges) after inspection.
Returns on all "non-stock", factory-ordered material are subject to the factory's approval and will incur the factory's restocking fee (minimum 45%). Replacement of defective material or material shipped in error will be invoiced and credited upon receipt of defective or incorrect material. Products are warranted solely by the manufacturer with the complete warranty included with the product and is also subject to the conditions set forth by the manufacturer.
Customers are responsible to ship items covered under manufacturer's warranty back to Southern Lock. Southern lock will then coordinate shipment to the manufacturer and back to the customer.
Customers will be charged a repacking fee for damaged or altered boxes – this includes any tape or writing on the package – if they need replacing (manufacturers charge Southern Lock for replacement boxes). Return credit amount will be reduced for any missing components (cylinders, strikes, etc.) at the discretion of Southern Lock's Returns department. No returned material will be accepted without a Return Materials Authorization number. Please ship your parcel freight pre-paid and "insured" using a ground service.
A UPS return label will be provided for return of material that was shipped out in error on Southern Lock's behalf, or if the material is deemed defective within 30 days of the initial order. If a UPS ground shipping label is needed for a customer request RMA, there will be a $20 charge for that label. This excludes anything over 50 lbs. and pallet shipments.