> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.tmdlocks.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Returns and reporting a defect

Would you like to return your TMD Chain Lock, or is your lock not working properly? In this article you can read how it works.

###### Warranty

The TMD Chain Lock comes with a 2-year warranty.

###### How to request a return

1. [Contact support](https://go.crisp.chat/chat/embed/?website_id=cac4b8fc-2312-4920-84ca-a21771a62ac9) via chat or email.
2. Include your order number and the reason for your return.
3. We will send you a DHL return label by email. Please also check your spam folder.
4. Send the lock back in new condition, preferably in its original packaging, with all parts that came with it.
5. As soon as we have received and checked the lock, we will refund the purchase amount.

You can find more information in our [refund policy](https://www.tmdlocks.com/policies/refund-policy).

###### How to report a defect

1. [Contact support](https://go.crisp.chat/chat/embed/?website_id=cac4b8fc-2312-4920-84ca-a21771a62ac9) and describe the problem. A photo or video helps us understand the issue quickly.
2. We will first check together whether the problem can be solved remotely.
3. If the lock is defective, we will send you a replacement lock and a DHL return label for the defective one.
4. Send the defective lock back together with its charging cable. Your new lock comes with a new charging cable.

**Tip:** remove the old lock from the app before you send it back.