It's Easiest with Us
Returns are never fun, but we don't want you to worry about it if this is what you need to do. GoKeyless™ makes it easy to return or exchange a product. You get a 30 Day Money Back Guarantee.* We've checked around, and it is the best in our industry.
When you have any questions about an item before purchasing, please contact us by phone at 877-439-5377, 937-890-2333 (Outside U.S.), use our live chat service, or email us at sales@gokeyless.com.
We have a full time sales team that can assist you in finding the lock that fits your needs. We want you to have the correct lock the first time.
Try contacting our Technical Support Department before returning/exchanging your product: (877) 439-5377. We offer technical support for the majority of our products, and if for any reason our in house technicians cannot help you, we will direct you to the people who can.
Wrong Item, Color, or Size
It is extremely rare, but if you receive a package with a product that is different than what you ordered please contact us immediately. It is important that you contact us before returning the item, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges.
Please be prepared with your order number and a list of the products before contacting us.
Exchanging an Item
In our busy lives it’s easy to unknowingly order the wrong color, or enter in the wrong information when placing your order.
Unlike other vendors, we understand how this can happen and we don’t give you grief over it! Follow the instructions of our Official Return/Exchange Procedure.
Cancel or Change My Order
Once you have clicked “Submit My Order” we cannot cancel or change it. Our process is designed to fill and ship your items with as little delay as possible. You may however return/exchange your order by following the instructions of our Official Return/Exchange Procedure.
The only time that we can except order cancellations is if the product you ordered is on backorder.
Damaged or Defective Items
It is extremely rare, but if you receive an item that is damaged or defective upon arrival please contact us immediately. It is important that you contact us before returning the item, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges.
Please be prepared with your order number and a detailed description of the damage or defect before contacting us.
Official Return/Exchange Policy & Procedure
Step 1 You must meet the following conditions in order to return a product:
- Return must be requested within 30 days of original order date.
- Resaleable Condition: The lock cannot have been installed and it must be in its original packaging just like it was received. All instructions and templates must be returned as well.
- The lock needs to be returned just like it was sent: inside of another protective box. Do not use the original lock box as the return shipping box. If you put shipping labels, writing, or tape on the original lock box it will result in a restocking fee and possibly void the return.
- We do not accept returns/exchanges of Keyed Alike orders. This applies to standard and IC/removable core cylinders.
- Services Rendered such as code setting, programming, and keying alike are non-refundable items.
- We do not except returns/exchanges of special orders.
- We do not except returns/exchanges of orders with 12 or more locks. See our policy for orders with 12 or more locks. Read More
If you believe that your return meets the conditions mentioned in Step 1 then proceed to Step 2.
Step 2 Send an email to RMA@gokeyless.com with the following information:
- Name
- Order #
- Phone Number
- Which product you would like to return/exchange
- Reason for return
- Trouble Ticket # (if applicable)
- Date Stamp on Lock* (Alarm Lock Trilogy locks only)
- Have the items been installed/used?
*Alarm Lock Trilogy locks have a date stamp on the inside backing. The stamp must comply with the 2 year guaranteed manufacture warranty.
Step 3 Wait for a reply from us. We will respond within one business day.
Step 4 If your return/exchange request meets the conditions mentioned above, you will be given a RMA#. This is the authorization to return your product to us.
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Return Address: |
GoKeyless |
- RMA#'s are valid for 15 days from the date issued, the product must be returned to us by this date.
- You may use any shipping carrier of your choice. We are not responsible for any shipping costs when returning the product to us.
- We suggest that you insure the package. We are not responsible for lost packages.
- Resaleable Condition: The lock cannot have been installed and it must be in its original packaging just like it was received. All instructions and templates must be returned as well.
- The lock needs to be returned just like it was sent: inside of another protective box. Do not use the original lock box as the return shipping box. If you put shipping labels, writing, or tape on the original lock box it will result in a restocking fee and possibly void the return.
- The RMA# needs to be clearly displayed on the return label. If you ship a return to us that does not have an RMA# or Exchange# you may not receive credit for the lock and thus not receive a refund. If we are actually able to find out who shipped the return, it will be subject to a restocking fee.
Step 5 Once we receive the return we will promptly review the product's condition. If all of the conditions are met, we will refund your purchase minus the price of the shipping. Refunds are issued by our Accounting Department approximately 1 week after the returned package has been recieved and processed.
Other Conditions
- Morning Industry locks must be unopened and in original packaging when returned to us for a full refund. Once the plastic packaging seal is broken, the lock is not resalable.
- Any lock purchased against the recommendation of a Gokeyless representative will void the return policy i.e. cylindrical lock is purchased rather than a mortise when it is explained that only a mortise lock will work.
- Services Rendered such as code setting, programming, and keying alike are non-refundable items.
Orders With 12 Or More Locks.
Many of our customers need dozens, and sometimes hundreds, and thousands of locks. When your project calls for 12 or more locks, contact us to order just one lock, try it out to be sure it's exactly the one you want, then contact us again to proceed with the balance of your order.
- Only available for orders of locks (does not include accessory items)
- Items must be in stock and listed on our website.
