Frequently Asked Questions
My Insurance company want to know if I have a Five-Lever or conform to BS3621.
Reference BS3621 is for a single point lock, for example Mortice. This does not apply to our multipoint locks as they are equivalent or better.
Insurance Companies when asking for ‘5 lever’ refers to the security of the lock against key duplication for example picking etc. Typically a 5 lever mortice lock has between 500 and 1000 key differs. Multipoint locks are tested and certified to PAS 23/24 and following successful testing are approved by Secure By Design.
Oopps I have ordered the Wrong Item or the item is no longer required.
At WinkhausDirect we want you to be satisfied every time you shop with us. However, we know you might wish to make an occasional return – and we aim to make the return process as simple as possible. Here is what you need to know.
All items sold by us have a 30 day money back guarantee – unless otherwise stated at the time of purchase. However, certain conditions must be met in order to qualify for returning a product:
Please contact us within 30 days of us sending you the product. We will email a “Returns Reference Label” to you. Our address for sending returned products to can be found on the label. The returned product in question must be received by us within 14 days of us receiving your Returns Request. We strongly advise you to use a carrier with tracking capability as we will not be held responsible for any deliveries to us which are missed and subsequently returned to you. This applies regardless of whether your product was damaged upon delivery to you. Should you experience difficulties, please do email us and let us know, we will try to assist you. Upon receipt of the returned item refunds will be reimbursed by sending a cheque or via your credit/debit card upon request.
What if my order Arrives Damaged?
We ensure our products well-packaged to withstand transportation. If an item looks damaged or parts are missing, you may conveniently Contact Us for instructions.
Upon receipt of the damaged packaging please sign the courier paperwork as “Damaged” This is VERY important and if the packaging is extremely damaged you can refuse the delivery of the package. The damaged package will be returned to us at WinkhausDirect, if you do refuse a delivery please notify us immediately through Contact Us quoting your order reference.
If you decide you do not want parts or replacements, the item can be returned under our Returns Policy.
WinkhausDirect will cover the cost of return shipment to us. This money will be in the form of a refund only. Included in your refund will be the shipping costs that you paid for the product to be shipped from us to you (i.e. full refund). If you request a replacement product, this will be sent to you, where WinkhausDirect will cover the cost of shipment. The replacement product must be the same product that you originally ordered.
If you have any issues regarding your product purchased please Contact Us and we will make every effort to resolve it.
How to get a Coupon?
If you are as member of M.L.A or are a Registered Trade Company, please email a request through our Contact Us page where you will need to advise what products you are interested in and the quantities.
Where’s my order?
WinkhausDirect can only track deliveries if they have been despatched using the courier Aspray 24. Please contact us so we can trace your order. For items that have been despatched by Recorded Delivery, we are not able to track as this is not an option that is provided by Royalmail.
Can I collect my order?
At our offices where we are based, we do not have Trade Counter facilities and whilst we understand you maybe local to Winkhaus Uk, WinkhausDirect is our on line purchasing for Winkhaus products. We can only offer goods to be despatched as advised, for Health and Safety, Insurance and Traceability purposes.
Is my lock under Warranty/Guarantee?
If you know which company supplied the door to your house, contact them first to see if they operate a warranty/Guarantee scheme. If you recently purchased a lock from WinkhausDirect, please Contact Us with your order details.
Can you send someone to fix it?
We do not have facilities to attend homes or sites to offer a repair or diagnostic service. You will need to contact a reputable company local to your area.
How do I know which hand my lock is?
For handing of our locks we view from the Inside. For example; Viewing from the Inside, can see the hinges on the left, opening inwards this would be a Left Hand. In the same scenario if the door opens outwards this would be a Right Hand. For assistance, please email via our Contact Us.
How safe is the Website?
Can I add to my order?
No. However, please email us via our Contact Us Form and we will try to assit you.
How do I know what lock to order?
We have tried to make this as easy as we can by looking at our demonstation in Identifying your Lock or Contact Us in our working hours if you require further assistance where we will be happy to assist you.