Defective Locks FAQs

Q: My locks freeze in the winter. What can I do?


Lubricate your locks with Master Lock recommended lock lubricant 2300D. Master Lock’s lock lubricant 2300D is specially formulated to not only prevent your locks from corroding, but the formula also prevents moisture from condensing inside the lock, which greatly reduces the likelihood your lock will freeze due to cold weather. View proper care and service of Master Lock Products.

Q: Will Master Lock reimburse me for locksmith charges?


No. Master Lock does not reimburse for locksmith charges.

Q: My key no longer turns, what can I do?

Your product is equipped with a disc cylinder which has the particularity to bring more security against picking. However, in order to insert your key into the cylinder, it is necessary that all the disks are perfectly aligned and that the key is fully inserted into the cylinder before turning it.
We invite you to try this on your Master Lock product and contact us if the problem persists.

Q: Master Lock issued a replacement for my product. When will I receive it?


Generally, you should receive the replacement product in 2-4 weeks. This time may vary depending on the product.

Q: How can I fix a Master Lock padlock that only opens occasionally or is difficult to open?


Watch our lock maintenance video or view our Care & Service guide. If your lock still does not function properly, it may be defective. Refer to our Warranty Information to find out how to obtain a replacement lock.

Q: My lock was difficult to open, and it had to be cut off. Will Master Lock replace my lock?


All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. See Master Lock product warranty.