Questions

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For answers to any other questions, please contact us using our Enquiry Form.

What is the returns procedure?

Abloy UK have a returns procedure which is designed to allow us to process your returns quickly and accurately and this procedure forms part of our quality system. If you wish to return any products you must get authorisation from Abloy UK prior to sending any goods back. Please note that any goods for return must be returned by the original purchaser and if you do not follow our returns procedure we will return goods to you upon receipt at your cost.

Items may be returned to Abloy UK for the following reasons:

  • You no longer require the product – stock items only
  • You believe there is a fault with the product and it is in warranty
  • You believe there is a fault with the product and it is out of warranty

Product no longer required

If you no longer require the product you should contact Customer Services at Abloy UK as soon as possible – within one month latest from receiving the product. Any items that were specially purchased, custom built or have been fitted cannot be returned.

You will need the invoice number when contacting Customer Services. Depending on the product we may or may not issue an authorised returns number – no products should be returned without an authorised returns number and a copy of the returns form should be enclosed with the goods. Products received back without a returns number will be returned to you at your expense.

Upon receipt the product will be assessed for possible credit. If the product is in A1 condition a credit may be issued and a restocking charge of 25% of the nett purchase value will be charged to cover the costs of testing and repacking.

Possible fault with product – product in warranty

If you suspect a product has a fault you should in the first instance contact Product Support. Please provide the invoice number so that the warranty period can be confirmed. On many occasions simple problems can be fixed over the phone.

If this is not possible they may suggest that you return the product for assessment. If there is a situation where a door is left insecure then please discuss the possibility of Abloy providing a loan unit for the time that the product is returned to us. If there is no service loan lock available you may need to purchase a new product - please be aware that you may end up with two products – both the new unit and a repaired unit – it is common practice for Abloy to repair units under warranty.
You will still need to obtain an authorised returns number from Customer Services – the returns form should be enclosed with the product together with information about the invoice number and the suspected fault.

The product will be assessed by our workshops and an order acknowledgement will be forwarded to you detailing the outcome of the assessment. In many cases the repair work will be carried out by Abloy but in some cases we may have to return the product to our suppliers for assessment in which case the assessment period will be longer dependant upon the supplier concerned.
Once the item has been repaired it will be returned to you. If the product is in warranty and there is a product fault you will not be charged.

 If however there has been damage caused to the product or it has suffered abnormal wear and tear there will be a charge and the process will be the same as if the product is no longer in warranty – please see below.

Possible fault with product – product no longer in warranty

If a product is no longer in warranty and you would like us to assess it for repair, please contact our Customer Services for an authorised returns number. The returns form should be enclosed with the product together with information about the suspected fault. For some access control products which are out of warranty we are not able to provide a repair service.

The product will be assessed by our workshops and a quotation will be forwarded to you detailing the outcome of the assessment. This will detail the cost of the repair including any parts required. In many cases the repair work will be carried out by Abloy but in some cases we may have to return the product to our suppliers for assessment in which case the assessment period will be longer dependant upon the supplier concerned.

If you wish us to proceed with the repair you will need to provide an official order number to cover the cost.

If we do not receive any response within 28 days after sending you the quotation for repair we will return the product to you at your expense.

Useful contact telephone numbers

Technical support:  +44 (0)1902 364500 – select option ‘3’
Credit Control/Accounts: +44 (0)1902 364500 – select option ‘4’

Where can I buy your products?

From our nationwide network of Abloy Centres. Some of these specialise in different areas or offer different services, as shown on the stockist list.

How do you tell the handing of a door?

Abloy products are handed as follows:

Anticlockwise closing: Left Hand
Clockwise closing: Right Hand

To tell the handing of a door, stand on the side where the hinges are visible when it is closed. If the hinges are on your left, it is a left hand door; if they are on your right, it is a right hand door.

 

 

 

1 - Left hand inward opening
2 - Right hand inward opening
3 - Left hand outward opening
4 - Right hand outward opening

 

How do I change the handing of a lock?

The lock faceplate is attached to a bracket held by two screws. Remove these screws using a slot-head or Torx screwdriver, and rotate the latchbolt.

On deadlocking nightlatches also unhook the small anti-thrust bolt below the latch, turn it over and hook it back into place. NOTE: on 70mm backset locks, you will need to remove the 20mm spacer piece between the faceplate and lock body first in order to unhook this bolt.

Can I include different locks in one master key system?

As long as all the cylinders are in the same series, using an Abloy master key system with other manufacturers' locks is simple: this is why we produce our cylinders in so many different shapes. The different shapes may be mixed and matched freely to suit the individual locks. The system can even include Abloy padlocks.

If on the other hand you want to use another manufacturer's cylinders with Abloy locks, you will need to ensure that they can supply cylinders in the appropriate shapes.

Can a cylinder be re-coded to accept a different key?

Yes, if a key is lost or stolen it can be replaced in certain circumstances. However, it involves a special process and there would be a charge involved. If the cylinder and keys are registered, you would need to approach the Abloy Centre which supplied them and holds the records. Standard differ cylinders can be re-keyed by any Abloy Centre (if in doubt, please contact our Systems Department with the reference number stamped on the cylinder and we can advise which stockist can carry out the job).

Please be warned that not every cylinder design can be re-worked in this way; the Security Centre can advise if it will be possible in your case.

Of course, reprogramming a CLIQ electromechanical cylinder to accept a different key is simplicity itself.