Returns & Refunds

If the bag is not for you, you have 30 days from delivery to send it back. No interrogation, no restocking fee.

How to start a return

  1. Email support@getfingerlock.com with your order number and a one-line reason.
  2. We reply within 24 hours on business days with the return address and instructions.
  3. Ship it back and send us the tracking number.
  4. Once it arrives and we have checked it, we issue your refund.

Please do not send anything back before contacting us. Returns that arrive without a reference cannot be matched to an order, and we cannot refund what we cannot identify.

Conditions

  • The bag must be unused, in its original condition, with its packaging and USB-C cable.
  • Clear your fingerprints from the lock before you send it back. Hold the sensor as described in the manual until it resets.
  • Return shipping is paid by you, unless the item arrived faulty, damaged, or is not what you ordered — in which case we cover it.
  • We recommend a tracked service. Until it reaches us, the parcel is your responsibility.

Faulty, damaged or wrong item

Email us within 14 days of delivery with photographs of the problem and the packaging. We will replace it or refund you in full, and we pay the return shipping. In most cases we will not even ask you to send it back.

Warranty — 12 months

Beyond the 30-day return window, the product is covered for 12 months from delivery against manufacturing defects: the lock mechanism, the sensor, the battery, the zippers, and the stitching. It does not cover normal wear, cosmetic scuffs, water damage, or damage from misuse or unauthorized repair. Email us with your order number and photographs to make a claim.

Refunds

  • Refunds go back to the original payment method — we cannot send them anywhere else.
  • We issue the refund within 2 business days of checking the returned item.
  • Your bank or payment provider then takes a further 5–10 business days to show it on your statement. That part is out of our hands.
  • We refund the full price you paid. The original shipping was free, so there is nothing to deduct.

Exchanges

Want the other color instead? Say so in your email. We will send the replacement as soon as the original is on its way back to us, so you are not waiting twice.

Things that are not faults

  • Battery flat and it will not open. Connect any USB-C power bank and it opens straight away. This is the designed emergency access, not a defect.
  • The sensor does not read on the first try. Wet, dirty, cold, or cut fingertips read poorly. Wipe the sensor and your finger, and register more than one finger.
  • Slight color or grain variation between batches, or between your screen and daylight.

If the sensor genuinely stops responding, that is a fault — contact us and we will sort it out.

Cancelling before dispatch

Email us within 12 hours of ordering and we will cancel and refund in full, provided the order has not shipped yet.

Contact

support@getfingerlock.com — we reply within 24 hours on business days.