Refund Policy
We want you to be happy with our work. If something is not right, we will make it right. This page explains when you can get a refund or a free re-do, and how to ask for it.
Last updated: 2 October 2026
1Our promise
If our work is faulty or does not do what we agreed, we will first try to fix it for free. If we cannot fix it, we will give you a refund for the part that did not work.
2When you can get a refund
You can ask for a refund or a free re-do when:
- A lock, key or access card we supplied or repaired does not work properly because of our work or a faulty part.
- We charged you more than the price we agreed with you.
- We charged you for work we did not do.
- A new lock or key we supplied does not match what we agreed to fit.
3When a refund may not be possible
We usually cannot give a refund when:
- The job is finished and works as we agreed.
- The problem is caused by misuse, forced entry, accidents or normal wear and tear.
- Someone else has changed, repaired or tampered with our work.
- You change your mind after we have cut keys, opened a lock or fitted a new lock, because that work cannot be undone.
- We could not start the job because we could not confirm that you have the right to access the property, car or safe.
4Call-out fee
The call-out fee pays for our technician's travel and time. It is not refunded if the technician has already arrived. If we are the ones who cancel, or we cannot reach you, you will not be charged.
5Free fix period
If something goes wrong with our work, tell us as soon as you notice, and within 7 days of the job. We will come back and fix it free of charge. If a manufacturer's warranty comes with a product we fitted, such as a smart lock, that warranty also applies.
6Parts and products
Locks, keys, access cards and smart devices that have been fitted, cut or programmed for you cannot be returned for a refund, unless they are faulty. We will replace a faulty product with the same one, or a similar one if the same is not available.
7How to ask for a refund
It is easy:
- Call us or send an email using the details on this page.
- Tell us your name, the date of the job and what went wrong. Photos or a short video help a lot.
- We will review it and reply, usually within 2 working days.
- If a visit is needed to check the problem, we will arrange a time with you.
8How you get your money back
Approved refunds are paid back using the same method you paid with. Card and wallet refunds usually reach you within 5 to 10 working days, depending on your bank. Cash refunds are arranged with you directly.
9Your rights under the law
This policy does not take away any rights you have under UAE consumer protection law.
Questions? Talk to us.
If anything on this page is unclear, call or email us. A real person from our team will help.
- Phone
- +971 52 106 9496
- elddubai@gmail.com