A warranty is only worth what the claims process is worth. Here is ours, in the order it actually happens.
What is covered
- Mechanical operation — 5 years. Latch, spindle, chassis and springs under normal use.
- Plated finishes — 2 years. SN, SC, CP, SS, PB, AB, AC.
- Coated finishes — 2 years. MB, ORB, WHP.
- Cylinder and keys — lifetime, on request, for residential installations.
Cover runs from the date of shipment against defects in material and workmanship. Coastal and high-humidity installations are quoted separately — tell us the site and we will specify a finish that survives it rather than let a standard one fail in eighteen months.
What is not covered
Damage from solvents, abrasives or acidic cleaners; forced entry; installation outside the stated door thickness or backset; and normal patination on the living brass finishes (PB, AB, AC), which are designed to change.
Making a claim
- Send the order code and the shipment date — both are on the carton label and the packing list.
- Add photographs: the whole item, the defect close up, and the carton label.
- We respond within one business day with an assessment.
- Approved claims ship replacement parts ex-works with your next order, or immediately by courier if the site is held up.
Spare parts
Cylinders, latches, strike plates, spindles, thumb-turns and screw packs are all available loose by model number, including for models that have left the current catalogue. We hold service stock for seven years after a model is discontinued.
Technical support
Installation templates and instruction sheets are supplied with every set and can be re-sent as PDFs at any time. For a site problem, a photograph of the door edge and the strike plate is usually enough for us to diagnose it the same day.