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Returns
If your DaVinci Lock® purchase does not meet your satisfaction, you may return locks or other equipment within 30 days permitted that the locks have not been activated and assigned to a unit in the DaVinci Lock® system. Once locks have been activated for use, they are no longer eligible for return. Return requests for locks that have not been activated within 30 days of purchase will be reviewed on a case-by-case basis.
Activated locks that are found to be defective will be reviewed on a case-by-case basis and require video evidence to ensure our team can not only provide the proper equipment for you but also address the defective product.
To start a return, email the support team at support@davincilock.com with details of the return request including the order number, item, and quantity. If you believe a lock is defective, please provide information and video evidence of the defect. If your request for a return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and may be returned to you at your expense.
Approved returns should be sent to the following address unless otherwise specified: Shaw Distribution, 1910 Garner Station Boulevard, Raleigh, NC 27603
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
Exchanges
To ensure you get the items you need in a timely manner, email our team with a return request and once the return is accepted, make a separate purchase for the new item.
European Union 14-day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. To process a return, proof of purchase or receipt is required and your item must be in the same condition that you received it- unused and in its original packaging.
International Shipments
Customers are responsible for any duties and taxes for international shipments unless otherwise agreed upon in advance with an authorized DaVinci Lock® representative. Duties and taxes are not automatically calculated into the shipping costs shown on the DaVinci Lock® store.
Refunds
Once we have received and inspected your return, we will notify you if the refund was approved. If approved, your original payment method will be automatically refunded within 10 business days subject to additional processing periods by your bank or credit card company. If more than 15 business days have passed since we approved your return, please email the support team at support@davincilock.com.
Returned Shipments
We are happy to reship all returned package(s). If a package(s) is returned to us due to closure or refusal at the recipient's location, the DaVinci Lock® support team will promptly reach out to coordinate a reshipment and confirm the accuracy of shipping details. To minimize returns, we kindly request that customers review their order details, ensure accurate shipping addresses, and recipient availability during the estimated delivery window.
All returned package(s) are subject to a $10 fee to cover administrative and operational costs associated with the returned package(s). The customer is also responsible for related shipping costs including fees incurred for shipment back to DaVinci Lock® from the delivery address and reshipping package(s) to the delivery address. Upon reconciliation of all associated fees, we will arrange a reshipment to the customer's preferred location.
Support
Only locks purchased directly from the DaVinci Lock® store website or an authorized distribution partner are guaranteed to be functional and supported by our technology platform. Locks purchased through unauthorized third-party sellers or resold by facilities are unable to be re-registered or supported by DaVinci Lock® support. For support with locks purchased through an authorized distribution partner, proof of purchase may be required.
Questions
For any questions about our store policies, email the support team at support@davincilock.com.