Terugbetalingsbeleid

Return Requests
We operate a Return Merchandise Authorization (RMA) procedure.
RMA requests must be submitted within 30 days of defect discovery.
This policy applies to both partners and end customers.

To initiate a return, contact us by sending an email to:
info@tmdlocks.com or via CrispChat on the TMD Locks website.

Your RMA request must include:

  • Name
  • Order number
  • Product name and article number
  • Serial number (S/N)
  • Detailed defect description
  • Partner reference number
  • Photos or other evidence if available

Returns for non-defective products are subject to review and approval by TMD Locks support.

We will acknowledge your RMA request within one business week.

If your return is accepted, we will provide a DHL return shipping label and instructions for returning the product. Products sent without an approved RMA request will not be accepted.

Products must be returned using the original packaging whenever possible, and adequately protected to prevent damage during shipping.
The provide DHL return label must be applied to the outside of the shipment box.

All returned products must be shipped to:
Randstad 21-39
1314BG Almere
The Netherlands

Damages and Issues
Please inspect your product upon receipt. If the item is defective, damaged, or incorrect, submit an RMA request within 10 days of discovery.

Products damaged during return shipping or lost in transit must be reported immediately to TMD Locks support. Products must be properly packaged and shipped according to the provided instructions. TMD Locks may reject claims if damage or loss occurs due to insufficient packaging or failure to follow shipping instructions.

Exceptions / Non-Returnable Items

The warranty does not cover:

  • Misuse, neglect, or unauthorized modifications

  • Damage caused by natural disasters, accidents, or external events

  • Normal wear and tear, cosmetic defects or aging of the product

Exchanges
TMD Locks does not offer direct product exchanges. 
Approved returns are resolved through repair or replacement following inspection and validation of the defect.

European Union 14 Day Cooling-Off Period
End customers in the European Union have the right to cancel or return their order within 14 days of receiving the product, without providing a reason.

To exercise this right:

  • Notify TMD Locks within the 14-day period
  • Return the product in its original condition, 
    with all accessories and packaging undamaged.
  • Provide proof of purchase

Upon inspection and approval, refunds will be processed to the original payment method. Shipping costs may apply unless required by applicable consumer law.

This right does not apply to products that have been used beyond what is necessary to inspect their nature, characteristics, or functioning.

Refunds
Refunds are provided only where required by law or explicitly approved by TMD Locks following RMA review.

For warranty claims, the sole remedy is repair or replacement of defective hardware under normal use, including parts and labor. No refunds are provided for approved warranty claims.

RMA cases are processed and resolved within 10 to 15 business days after receipt of the returned product.

TMD Locks is not liable for incidental or consequential damages.

Escalation / Dispute Handling
If a partner or customer disagrees with the inspection outcome,
contact the Head of TMD support at rma@tmdlocks.com.

A response to escalations is guaranteed within one business week.

Contact Information
Email: info@tmdlocks.com
CrispChat: via the TMD Locks website