Refund policy
Returns, Refunds & Cancellations
We want you to feel confident ordering a lock online. You can install it, try it, and send it back if it isn’t right for your door.
30-Day Returns, Even After Installation
You have 30 days from delivery to request a return, even if you’ve installed the lock. There are no restocking fees.
To qualify:
- the lock was removed carefully, with no damage beyond minor marks from normal installation;
- the lock has been deleted from your TTLock app, so it’s no longer linked to your account;
- everything from the box is included: both keys, both RFID cards, the rechargeable battery, the deadbolt and the mounting hardware.
If a small part is missing, we’ll deduct its replacement cost from your refund instead of refusing the return. Please use the original box if you have it; otherwise any sturdy, well-padded box works.
Who Pays Return Shipping
| Reason for return | Refund | Return shipping |
|---|---|---|
| Changed your mind or it doesn’t suit you | Full product price | You pay. Use any tracked service, or ask us for a prepaid label and we’ll deduct its cost from your refund. |
| We confirmed fit before purchase (Fit Guarantee) and it doesn’t fit | Full product price | We pay and email you a prepaid label |
| Arrived damaged, defective within 30 days, or wrong item sent | Replacement or full refund, your choice | We pay and email you a prepaid label |
Express shipping charges are refunded only when the return is due to a damaged, defective or wrong item.
Our Fit Guarantee
Not sure the lock will fit? Before ordering, email a photo of your door’s edge to sales@rensolstore.com and we’ll confirm compatibility. If we confirm it fits and it doesn’t, we’ll cover return shipping and refund you in full.
Damaged on Arrival
Email us photos of the item and packaging within 7 days of delivery, and we’ll send a replacement at no cost.
After 30 Days
Your lock is covered by our Warranty Policy: 1-year electronics, plus a limited lifetime warranty on mechanical parts and finish.
How to Start a Return
- Email sales@rensolstore.com or call +1 (613) 800-4050 (Mon–Fri, 9 a.m.–5 p.m. ET) with your order number and the reason for the return.
- Within one business day, we’ll reply with a return authorization and shipping instructions.
- Pack everything and ship it to the address we provide.
Please contact us before sending anything, so we can match your package to your order and refund you quickly.
Refunds
We inspect returns and issue refunds within 3 business days of receiving them, to your original payment method. Your bank may take 5–10 business days to post it.
Cancelling an Order
You can cancel for a full refund within 1 hour of ordering. Email us with “Cancel Order #[number]” in the subject line. After 1 hour, email us anyway: if the order hasn’t shipped we’ll cancel it, and if it has, you can return it under this policy.
Items We Can’t Accept
We can’t accept locks that have been modified, drilled, cut or damaged beyond normal installation, or return requests made more than 30 days after delivery. After 30 days, our warranty applies.
