Refund policy

Return & Refund Policy

At Locked Collection, we want you to feel confident when shopping with us. Because our products are fulfilled by third party suppliers through DSers, our return and refund process is aligned with supplier eligibility, product condition requirements, and applicable consumer protection laws.

1. Order Cancellations

Orders may be canceled within 12 hours of purchase, or before the order has been processed by our fulfillment partner, whichever comes first.

Once an order has been submitted to processing or shipped, it can no longer be canceled.

2. Returns Eligibility

You may request a return or refund if:

  • the item arrives damaged
  • the item arrives defective
  • the wrong item was received
  • the item is significantly different from the product description
  • the item was lost in transit and confirmed undelivered

To be eligible for a return where a return is accepted, the item must:

  • be unused
  • be in original condition
  • include original packaging where applicable
  • be supported by clear photo or video evidence

3. Non-Returnable Items

For hygiene, safety, and intimate-use reasons, we do not accept returns for:

  • intimate products
  • wearable accessories that come into direct body contact
  • opened or used personal items
  • sale or clearance items
  • gift cards, if applicable

If an item arrives damaged or incorrect, we may still offer a refund or replacement without requiring the item to be returned, depending on supplier review.

4. Refund & Replacement Requests

All refund or replacement requests must be submitted within 7 days of delivery.

Please include:

  • your order number
  • full name
  • clear photos or videos of the issue
  • a short description of the problem

Send requests through your store contact form or customer support email.

5. Supplier-Based Review

As our orders are fulfilled through third-party suppliers using DSers, all return, refund, and replacement claims are subject to supplier approval and evidence review.

Depending on the supplier’s decision, we may offer:

  • a replacement item
  • a partial refund
  • a full refund
  • store credit, where appropriate

We reserve the right to deny refund or return requests that do not meet supplier eligibility requirements.

6. Return Shipping

If a return is approved and the supplier requires the item to be sent back:

  • customers may be responsible for return shipping costs unless the item is damaged, defective, or incorrect
  • returns must be sent to the return address we provide
  • do not send items back to the address on the original package unless instructed

Unauthorized returns may not be accepted or refunded.

7. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with supporting evidence.

If approved, we will arrange one of the following based on supplier resolution:

  • replacement at no extra cost
  • full refund
  • partial refund if appropriate

8. Lost Packages

If tracking shows no movement for an extended period, or the package is confirmed lost in transit, contact us and we will investigate with the supplier and shipping carrier.

If the order is confirmed lost, we may offer:

  • a replacement
  • a refund
  • store credit

9. Delayed Deliveries

Shipping delays caused by customs, carriers, weather, or peak periods are not automatically eligible for refund unless the package is officially deemed lost or otherwise covered by supplier policy.

10. Refund Processing Time

Once a refund is approved, please allow 5–10 business days for the funds to appear in your original payment method, depending on your bank or payment provider.

11. Chargebacks

We encourage customers to contact us before initiating a chargeback so we can review and resolve the issue directly. Filing a chargeback without first contacting us may delay resolution.

12. Contact

For all return and refund requests, please contact us with your order details and supporting evidence through our support channel.