Return & Refund Policy
We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.
1. Cancellation
Found better or cheaper equipment? Or simply changed your mind? No problem – we’ll refund the full amount if the equipment hasn’t yet been handed over to the courier.
Email us at info@ttlock.eu or contact us via WhatsApp to cancel your order
2. Return Service
Right of Withdrawal (14 Days, only for B2C orders for EU region)
In accordance with the Consumer Rights Directive 2011/83/EU, customers have the right to withdraw from their purchase within 14 days of receiving the goods without giving any reason.
To exercise this right, please notify us at info@ttlock.eu
- Returned goods must be sent back within 14 days after notification.
- Customers bear the full cost of return shipping.
- Refunds include product price + standard shipping. No fees are applied for returns within the 14-day period.
Right of Withdrawal (14 Days, for B2B orders inside EU and for orders for not EU region + outlying islands and overseas territories)
To exercise this right, please notify us at info@ttlock.eu
- Returned goods must be sent back within 14 days after notification.
- Customers bear the full cost of return shipping and custom fees.
- Refunds include product price only.
- All customs clearance costs and bank charges are non-refundable.
2.1 Requirements of Refunds
- For product and all accessories, no man-made damages are found;
- All accessories and parts need to be sent back to TTLOCK-EU with the main product;
- Parts and accessories should be securely packaged for return delivery in order to ensure good condition and to prevent damage during transportation.
2.2 Refund time
- Refund time for cancelled orders: Full refund within 14 business days
- Refund time for returns：After TTLOCK-EU receives your refund request, we'll issue the refund within 14 business days after we receive your product. We will then notify you by email once your refund has been processed. If you don't receive the refund after 14 business days, please contact info@ttlock.eu
- Returns & Replacement: After TTLOCK-EU receives your product replacement request, we'll send a replacement product within 14 business days after receiving your product.
2.3 Return Service may not be provided when:
- For sold products, the date the case was reported is more than 14 calendar days from the date when the product was sold to you.
- The product is returned without confirmation by TTLOCK-EU customer service team.
- The received product has not been sent back to TTLOCK-EU in 15 working days after return confirmation from TTLOCK-EU.
- Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
- A product sent to TTLOCK-EU for return does not include all the original accessories, attachments, and packaging, or it contains items damaged by user error.
- A product is found to have no defects after all appropriate tests are conducted by TTLOCK-EU, and repair service center authorized by TTLOCK-EU.
- Any fault or damage of the product is caused by collision, scorching, or unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
- Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
- Damage is caused by uncontrollable external factors, including fires, floods, high winds, lightning strikes, or traffic accidents.
- Proof of damage during transit issued by the carrier cannot be provided.
- When used with third-party components not approved by TTLOCK product parameters or certified by TTLOCK, used as input or load, damage caused by reliability and compatibility problems occurs.
- Return requirements are not met after product inspection.
Other circumstances are not stated in this policy but TTLOCK-EU has sufficient proof to refuse.
After-sale Service Contact
Email: info@ttlock.eu