Terms of service

Terms of Service

1. About us
This website is run by Traceable Access Limited, registered in England and Wales (company no. 12983816), 16 Richford Gate, Richford Street, London W6 7HL, United Kingdom. Throughout these terms, "we", "us" and "our" mean Traceable Access Limited. Contact us at info@traceableaccess.com or +44 (0)333 772 3028. Our store is hosted on Shopify.

2. Using our website
By using this website or placing an order, you agree to these terms. You must be at least 18, or have the permission of a parent or guardian, to place an order. You must not use the website: for anything unlawful; to send viruses or harmful code; to copy, scrape or resell our content without our written permission; to submit false information; or to interfere with the site's security. We may suspend or block access for anyone who breaks these rules.

3. Your order
When you place an order, we'll email you to confirm we've received it. A contract between us starts when we email you to say your order has been dispatched. We may refuse or cancel any order, limit the quantity sold per person, household or order, and decline orders that appear to be placed by resellers or distributors. If we cancel an order after payment, we will refund you in full. Please make sure your contact, billing and delivery details are correct and up to date.

4. Prices, product information and errors
Prices are shown in your chosen currency and include VAT where it applies. Payment is taken when you place your order and is processed securely by our payment providers. We may change prices and products at any time, but changes won't affect orders already placed. We try to show our products, colours and specifications accurately, but colours may look slightly different on your screen. If we find an error in a price or description after you have ordered, we'll contact you and you can choose to continue or cancel for a full refund.

5. Delivery
Delivery is free worldwide. Delivery times are estimates and are explained in our Shipping Policy. If your order hasn't arrived within the stated time, contact us and we'll track it down.

6. Import duties and taxes
Orders of a single item are shipped with import duties paid, so there is nothing extra to pay on delivery. If your order contains more than one item, import duties or taxes may have to be paid by you before the parcel is released from customs, and this can delay delivery to your address. If you plan to buy more than one item, please contact us before ordering and we'll help you check what may apply.

7. Returns and refunds
Every order is covered by our 100% Money Back Guarantee. You can return any item within 28 days of delivery for a full refund of the item price. Full details are in our Refund Policy: https://www.traceableaccess.com/policies/refund-policy

8. Warranty
Our locks come with a 12-month warranty from the date of delivery against faults in materials and manufacture. If a lock develops a fault in that time, contact us and we'll repair it, replace it or refund you. The warranty doesn't cover damage caused by incorrect installation, misuse, accidents or normal wear and tear, or batteries. This warranty is in addition to your legal rights under the Consumer Rights Act.

9. Choosing and fitting your lock
It is your responsibility to choose a lock that suits your door. Any advice we give about which lock to buy, whether on our website, by email, by phone or in a guide, is for guidance only and is not binding. As far as the law allows, we are not liable for an incorrect lock choice. We strongly recommend using a professional locksmith to confirm the right lock for your door and to fit it. Always keep the backup key somewhere safe outside the property. If a lock turns out not to suit your door, you can still return it under our 100% Money Back Guarantee (see section 7).

10. Apps, third-party services and links
Our locks are controlled through a smartphone app and, for remote access, may need a separate gateway. These apps and services are provided by third parties under their own terms, and we are not responsible for their availability or performance. dryn, our access management platform, has its own terms of use. Our website may link to other websites that we do not control, and we are not responsible for their content, products or services.

11. Reviews and feedback
If you send us reviews, comments, ideas or other feedback, you allow us to use, edit and publish them in any medium without payment. You must not submit anything unlawful, offensive, misleading or that infringes anyone else's rights. We may remove any content we consider unsuitable.

12. Our liability
Our responsibility is limited to the lock you bought from us. As far as the law allows, we are not responsible for any other costs or losses, including locksmith or installation fees, damage to doors or property, lockouts, lost keys or access, or loss of income or business. As far as the law allows, our total liability for any order is limited to the price you paid for the products in that order. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and nothing affects your statutory rights as a consumer.

13. Your responsibility for misuse
If you break these terms or misuse our website, and a third party makes a claim against us as a result, you agree to cover our reasonable costs of dealing with that claim, as far as the law allows.

14. Your information
We use your personal information as described in our Privacy Policy: https://www.traceableaccess.com/policies/privacy-policy

15. General
If any part of these terms is found to be invalid or unenforceable, the rest will still apply. If we don't enforce a right straight away, we can still enforce it later. These terms, together with our Refund, Shipping and Privacy policies, are the whole agreement between you and us about your use of this website and your orders.

16. Changes to these terms
We may update these terms from time to time. The version on this page when you place your order is the one that applies to that order.

17. Governing law
These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.