Pick up a telephone and dial 1-888-805-9837. This will connect you to the Schlage Lock Company customer service department. Explain your problem to the customer service representative. If you are the original owner and can prove that the lock was purchased within the one-year warranty, the customer service representative will give you a return authorization number and instruct you to return the defective part to; Schlage Lock Company, 2119 Kansas City Rd., Olathe, Kansas, 66061.
Find or purchase a box that the defective part will fit into. Place the defective part into the box and packet with packing material such as newspaper to ensure that the lock does not damage the box during shipment. Seal the box and print the address for the Schlage Lock Company on the box with a permanent marker. Ensure the return authorization number is also printed clearly on the box according to the instructions from the customer service representative.
Ship the box to the Schlage Lock Company by the least expensive method that the Schlage lock company will accept. When the lock is received by Schlage, they will at their discretion, either repair, replace, or refund the purchase price of the lock. Once a determination has been made by Schlage to repair, replace or refund the purchase price of the lock they will either ship your repaired lock, your replacement parts or your refund back to you.