Refund Policy

1. Eligibility for Returns & Refunds

1.1 Defective Products (Manufacturing Defects Only)

• We offer a 7-day return and replacement guarantee for products confirmed to have factory manufacturing defects or functional failures upon delivery.
• To be eligible, you must contact our support team within 7 calendar days of delivery, and provide clear photos/videos of the defective product, original packaging, and shipping parcel.
• Eligible products must be unused, unmodified, and in their original resalable condition.
• Upon verification of defects, you may choose either a free replacement of the same product or a refund of the product’s purchase price. Return shipping fees for verified defective products will be reimbursed by TheLockLab after inspection.
• Damage caused by improper use, incorrect operation, accidental damage, or unauthorized modification is not covered by this policy.

1.2 Non-Quality Returns (Retail Orders Only, ≤5 Items)

• For retail orders with 5 or fewer items, unused, unopened, and fully resalable products may be returned within 7 calendar days of delivery for a product value refund.
• Buyers are responsible for all costs associated with non-quality returns, including original shipping fees, return shipping fees, import/export duties, taxes, and any related customs charges.
• A 10% restocking fee will be deducted from the refund amount to cover handling, inspection, and repackaging costs.
• Used, installed, modified, or damaged products are not eligible for non-quality returns.

1.3 Bulk Orders (≥10 Units or Total Order Value ≥ $2000)

• Bulk orders do not qualify for no-reason returns or refunds.
• For confirmed manufacturing defects in bulk orders, we will provide free replacement of defective parts, or issue a proportional refund corresponding to the value of defective products.
• A deposit of 30%-50% of the total order value is required to initiate product stocking and preparation for bulk orders. Deposits are non-refundable if the order is canceled by the buyer after production or stocking has commenced.

2. Lost or Damaged Shipments

• If your package is confirmed lost by the carrier or physically damaged during transit from our warehouse to your delivery address, we will arrange a free reshipment of the order or issue a full refund of the order value at your option.
• Claims for lost packages must be submitted within 30 calendar days of the estimated delivery date. Claims for damaged packages must be submitted within 24 hours of delivery.
• We are not responsible for lost or undelivered packages caused by incorrect, incomplete, or invalid delivery addresses provided by the buyer.

3. Customs & Import Related Issues

• All import duties, taxes, customs fees, and clearance procedures are the sole responsibility of the buyer.
• For retail orders seized by customs, we will assist in providing necessary commercial documentation for clearance. If you choose to reship the order, you will be responsible for the additional shipping fees.
• For bulk orders seized or detained by customs due to import regulations, we will provide all available supporting documentation for clearance, but no refunds or reshipments will be issued for seized bulk shipments.
• Packages returned, abandoned, or destroyed due to the buyer’s refusal to pay duties, failure to provide required documentation, or incorrect import information are not eligible for refunds.

4. Non-Refundable Circumstances

1. Products that have been used, installed, modified, disassembled, or damaged by improper operation or user error
2. Packages returned, abandoned, or destroyed due to the buyer’s refusal to pay import duties, taxes, or customs fees
3. Claims submitted after the specified time limits outlined in this policy
4. Lost or delayed packages caused by incorrect or incomplete delivery information provided by the buyer
5. Losses or delays caused by customs inspection, natural disasters, strikes, government actions, or other force majeure events
6. Customized, made-to-order, or specially sourced products
7. Digital products, downloadable content, or virtual services once delivered

5. Refund Process

1. Contact our support team at industrial.hub.supply@gmail.com with your order number, relevant proof (photos, tracking records, etc.), and a detailed description of the issue.
2. Our team will review your request and respond within 2-3 business days with a resolution or further instructions.
3. For approved returns, do not ship back the product without our confirmation. We will provide the return shipping address and instructions.
4. Once we receive and inspect the returned product and confirm it meets return conditions, we will process the refund to your original payment method.
5. Refund processing time depends on your payment provider, typically taking 3-10 business days to reflect in your account.

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