Returns, replacements & spare parts

Before we swap anything — three quick checks that fix most issues:

Batteries. A slow or unresponsive lock is almost always low batteries — try a fresh set first.
Mechanical key override. Every Simpled has a physical key backup — check it turns freely, so we know it's the electronics not the door.
Re-pair / re-calibrate. Re-adding the lock in the app and running calibration clears most fingerprint and motor niggles.

Still not working? Continue and tell us what's happening →

Is your door currently unable to lock, or are you locked out?*

Yes — I can't secure the door No — it's a non-urgent fault

Please let us know so we can prioritise safety issues.

Let's get your door secure first

If your home isn't secure right now, don't wait on this form. Your physical emergency key overrides the lock's electronics — use it to lock up where you can. If there's a mechanical problem with the lock or the door mechanism, you may still need a locksmith, and we'll help you arrange it.

+44 20 7096 0094

Call or leave us a voicemail describing the issue — we'll listen and call you back as soon as we can (Mon–Fri, 9am–5pm). We'll still send this request through and flag it as urgent.

What's happening?*

Please describe the fault so we can help properly.

Did this happen from new, or develop after use?*

From new / out the box Developed after use

Please choose one.

Who fitted it?optional

I fitted it myself A professional

Good to know

Free returns on UK domestic delivery.
60-day no-quibble returns — tell us within that window and we'll arrange it.

Reason for return*

Please choose a reason.

Would you like a refund, or to exchange for a different model?optional

Refund Exchange Not sure yet

Type of part*

Please choose the closest type of part.

Describe the part you need*

A photo of the part or where it fits is strongly recommended — it helps us send the exact right thing.

Please tell us which model and which part you need.

Photos or a short video

Tap to add, or drag files here JPG, PNG, HEIC, WEBP · MP4, MOV up to ~100MB each

Your photos and videos are stored securely and only used to handle your request. We remove them manually when they're no longer needed.

Returns, replacements & spare parts

Choose what best describes it.

I want to return it

Something's not working

I need a spare part

A few quick details

Thanks — we're on it.