Return Policy

Akvorn LLC · Effective October 29, 2026

1. Returns of unused products (30 days)

You may return a lock for any reason within 30 days of delivery if it meets all of these conditions:

• It has not been installed or mounted on a gate or door.
• It is unused, undamaged, and free of scratches or tool marks.
• It is complete with all included parts (keycards, override keys, mortise, template, screws) and in its original packaging.

You are responsible for return shipping and for packing the item securely. We recommend a trackable, insured shipping method; we cannot refund items lost or damaged on the way back to us. Once we receive and inspect the lock, we refund the full purchase price including sales tax.

Returns that do not meet these conditions (for example, a lock that has been installed and removed) will be sent back to you at your cost.

Check the fit before you order

This lock is a retrofit replacement and requires an existing mortise lock already installed in your gate. Compare your gate with the 3585 mortise dimensions, or email us a photo of your gate's lock and the edge of the gate where the latch is, and we will confirm compatibility before you buy.

2. What counts as defective

A product is defective if it does not work as described because of a fault in materials or workmanship when used and installed as intended. Examples include a lock that will not power on with fresh batteries, a fingerprint sensor or keypad that does not respond, a mechanism that will not latch or unlatch, or a part that is missing from the box.

Products that arrive damaged in shipping are treated as defective. Please report shipping damage within 5 days of delivery, include photos of the product and the box, and keep the packaging until your claim is resolved.

3. What is not eligible for return

• Installed or used locks that are not defective, including locks that do not fit your gate after installation was attempted.
• Unused locks returned more than 30 days after delivery, or without their original packaging and parts.
• Damage caused by improper installation, modification, drilling or cutting beyond the included template, accidents, misuse, or unauthorized repair.
• Normal wear, cosmetic scratches that occur after installation, and batteries.
• Problems caused by third-party apps, phones, Wi-Fi networks or gateways that are not part of the product.

4. Defective products within 30 days: replacement or refund

If your lock is defective and you contact us within 30 days of delivery, we will send you a replacement unit at no cost, whether or not it has been installed. If a replacement is not available, we will refund the full purchase price, including sales tax and any shipping charge you paid. We provide a prepaid shipping label for approved defective returns.

5. After 30 days: 1-year warranty

From day 31 up to one year after delivery, defects in materials and workmanship are covered by our limited warranty. We will repair or replace the defective product or part at our option. Warranty service does not include refunds, and it does not cover the exclusions listed in section 3.

6. How to start a return

1. Email service@arnokoch.com with your order number or receipt and whether you are returning an unused lock or reporting a defect. For a defect, include a short description and photos or a short video showing the issue.
2. For a defect, we will try to troubleshoot with you first. Many issues are solved with fresh batteries or a reset.
3. We will reply with the return address and instructions, and for approved defective returns, a prepaid shipping label.
4. Pack the lock and all included parts (keycards, override keys, mortise, template, screws) securely, in the original packaging.

Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

7. Refunds

Approved refunds are issued to the original payment method within 5 business days after we receive and inspect the returned item. Depending on your bank, it can take another 5–10 business days for the refund to appear on your statement.

8. Installation costs

We do not reimburse installation, removal or labor costs, whether you installed the lock yourself or hired a professional.

9. Exchanges

We exchange defective products for the same item as described above. We do not offer exchanges for other products or finishes.

10. Your legal rights

This policy does not limit any rights you have under applicable consumer protection law.

11. Contact

Akvorn LLC
2555 Townsgate Road, STE 200
Thousand Oaks, CA 91361
service@arnokoch.com

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