warranty and return policy

90-Day Product Warranty

Our products carry a minimum 90-day warranty. Furthermore, our warranties range from one to three years for standard access products, components, and accessories. We also honor manufacturer warranties on all third-party products. Warranty coverage is measured from the date of purchase.

• What is covered by my product warranty? Your product warranty covers any malfunctions or manufacturing defects that prevent your product from working properly.
• What is NOT covered by my product warranty? The warranty does not cover any product that is modified from its original factory condition, damages incurred during shipment, damage caused by acts of nature, vandalism, or damages due to the improper installation of the product. This includes not following instructions, cutting cables, cutting connectors off, or making unauthorized modifications to your equipment.
• If you experience an issue: We provide unlimited technical support, free of charge—and we manage all returns and exchanges directly to minimize unnecessary downtime for your business.

30-Day Product Return Guarantee

If you are not satisfied with your product, you have 30 days from the date of purchase to return the product. You may return it either for store credit towards the purchase of another product, or for a refund in the amount of the original purchase price.

Important Return Notes:

1. Shipping and handling charges are non-refundable.
2. In-store credits expire within one year of issuance.
3. The customer is responsible for the return shipping charges related to any non-defective products.
4. Returned products must be accompanied by an RMA (Return Merchandise Authorization) number and returned in their original packing materials in new condition. "New condition" means that the product is in the exact condition you received it, is unmodified, and includes all parts, accessories, and documentation.
5. Please pack your product carefully in its original packaging, and then place it inside a secondary shipping box to send back to us.
6. Failure to return products in the proper condition may result in a refusal of the return or be subject to a minimum 15% restocking fee.
7. Custom orders, special orders, custom-built items, and opened software may not be returned.

Return Merchandise Authorization (RMA) Process

To send your product back for repair, replacement, or refund, please follow these steps:

1. Obtain an RMA Number: Call our technical support team at 1.866.500.5625 within 30 days of purchase, or use the LiveChat function. A specialist will first try to help you troubleshoot your product. If it requires a return, you will be issued an RMA number.
2. Pack Your Items Carefully: Returned items must be new and in the original packaging, complete with all original accessories and manuals. To protect products in shipping, please use the original over-box and the manufacturer's packaging.
3. Attach the Shipping Label: For most returns, you will receive a UPS Authorization Return Service (ARS) shipping label along with your RMA number. Remove or mark out any original shipping labels, then securely tape the ARS label to each package. Note: Write the RMA number clearly on the exterior shipping box and in the ATTN line. Do not write the RMA number directly on the original manufacturer product packaging.
4. Deliver the Package to UPS: Call UPS to schedule a pick-up or deliver the package to any UPS Drop-Off Site.
5. Ship Returns To:

Important Details & Frequently Asked Questions

Return Options: You may choose an exchange or a refund for the full amount of the items you purchased, less the return shipping fee. Refunds must be issued to the same credit card, debit card, or PayPal account used in the original transaction.

All Items Must Be New: The 30-day return guarantee does not apply to installed systems or custom-ordered equipment. Maglocks may refuse a customer return or charge a 15% reconditioning and restocking fee if the returned item is not in like-new condition. Examples of conditions that will lead to refused returns or restocking fees include:

• A different serial number than the one Maglocks originally shipped.
• Missing components or missing manufacturer's packaging materials.
• Damage experienced due to improperly packaged returned equipment.
• Use and wear or damage from installation.
• Damage from drops, spilled liquid, or mishandling.

Who pays for the return shipping of my product?

• Within the first 30 days: In the event of a manufacturing defect, we will cover all shipping charges to and from your location. Our technical support department will issue shipping labels upon request.
• After the first 30 days: You are responsible for paying return shipping fees. We will cover all shipping fees for repaired or replaced products shipped back to you.

Why do I need an RMA number? Can I just ship the product back?
RMA numbers allow us to quickly identify your returned product, ensure that it arrives at the right facility, and allow us to efficiently link the returned item to your account. Failure to obtain and clearly display your RMA number on the outer box will cause major delays in our resolution process.

What if my product is not repairable?
If your product is under warranty and cannot be repaired, you will receive a replacement unit of that exact product, or a comparable product to your original purchase. Depending on inventory availability, replacement products may be new or refurbished.

How will I know you received my return?
We will email you to confirm that your return was received. If you used an ARS tag to return your product, you can trace your package using the tracking number by visiting UPS Package Tracking. After we receive your package, we normally process your exchange or refund within two business days.

How are international returns handled?
You are solely responsible for any international shipping charges, customs, or duties required to return a product.

Order Cancellation

To cancel an order you have placed with Maglocks.com, you must contact customer support. Every effort will be made to accommodate the cancellation of your order, provided it has not yet shipped.

• Toll-Free Telephone: 1.866.500.5625
• Direct Telephone: 1.518.843.3322
• Email:
• Chat with Customer Service

When contacting customer support to cancel an order, please provide your name, company name, order number, and contact information. Please note that if the item has already shipped, the order cannot be cancelled. In this event, you can request to return the item through the Return Merchandise Authorization (RMA) process upon delivery.