Below is everything you need to know should you wish to return any product purchased from Metal Products Direct.
This policy is in accordance with our terms and conditions and does not affect your statutory rights.
Returning Your Products
Before getting in touch about returning a product, please ensure you have read our returns policy in full.
If you’d like to return a product, please get in touch with the Metal Products Direct support team by emailing [email protected] and provide the following:
- Your contact details (name, address, email, phone number)
- Your order number (eg. MPD01234)
- Which product(s) from the order you’d like to return
- Reason for return
- Photos of the product(s) (specifically showing if there is damage, but also to show packing is still in place)
Once the team have received an email featuring all the details requested above they’ll be in touch with the next steps which will be in accordance with the policy set out below and supported by our terms and conditions.
Cancelling Your Order Before Delivery
If you purchase a product from Metal Products Direct, you may cancel your order (or any part of it) before the order has been dispatched – you will not be charged for cancelling your order at this point.
If the order is cancelled once the order has been dispatched and is placed in transit, a £30 (excluding VAT) cancellation fee will be levied to cover the aborted delivery.
Cancelling Your Order After Delivery
You may cancel your order within 30 days after the day of delivery, subject to the following conditions:
- The product must be returned to us unused, as new and in undamaged condition. We advise you to return goods in their original product packaging with all shrink wrapping and banding around the pallet or crate still intact in order to protect them in transit to us
- The return will be subject to a restocking fee (25% of the value of the returned product(s)) and a collection fee of £150 (excluding VAT)
- Once the product has been installed, it cannot be returned and purchase price cannot be refunded
- Returns or cancellations will not be accepted if the product has been altered or customised in any way (including applying chemicals or paint) or been treated in any way that could be deemed as using or treating the product(s) as your own
More details on specific returns can be found below.
Change of Mind Returns
You have the right to return any product(s) you have purchased within 30 days after the date of delivery for any reason (including if you simply change your mind). Should you wish to return the products you’ve had delivered, you will be charged a restocking fee (25% of the returned product(s) value) and a collection fee of £150 (excluding VAT).
The product(s) should be returned unused, as new and in undamaged condition with all shrink wrapping and banding around the pallet or crate still intact. Returned products will be checked upon arrival at our depo and we’ll be in touch to confirm the product’s condition. Additional fees may apply for items returned in a damaged condition that hasn’t been noted to us in advance and in accordance with this policy.
To return a product, please email us following the instructions at the top of the page.
Damaged Product(s)
Before accepting a delivery, it is your responsibility to ensure that you’ve checked the goods for signs of damage. In the unlikely event that you have received a damaged product, pallet or crate and have chosen to accept the delivery, you should sign the delivery note as “damaged” and notify us of any damage within 7 days of delivery by emailing [email protected]
For damaged goods reported correctly, we can either provide a replacement part (see next section below), offer a full replacement product or give a full refund. Refunds and replacement products will be issued subject to inspection by our team upon collection of the product from you. We will organise collection from you, but until the product is collected it is your responsibility to take reasonable care of them, including securing, packaging and/or storage of the products to prevent further damage. Following collection and inspection, provided we are satisfied the goods have been damaged in transit or otherwise before delivery, a full refund or replacement product will be issued.
Please note, replacement products and parts can vary, as explained in our terms and conditions, products may not be identical to the items being replaced, in particular, colours and shades can vary by batch.
Replacement Part for Damaged Product(s)
In some instances, damage to a product can be resolved by replacing a damaged part – as opposed to replacing the whole unit. Providing damage is reported following the policy set out in the damaged product(s) section above, we will send out a replacement part free of charge.
Please note, replacement products and parts can vary. As explained in our terms and conditions, products may not be identical to the items being replaced, in particular, colours and shades can vary by batch.
Faulty Product(s)
Where you believe you’ve received a product that may be faulty, you’ll need to email [email protected] within 7 days of delivery detailing the fault (including photos of the issue), your order information and contact details.
We will then either arrange to send out a replacement part, or organise collection of the faulty product followed by delivering a replacement for the faulty product. For products being collected, please ensure all product packaging and shrink wrapping is intact. Faulty products will be inspected upon return before the replacement product is issued. Replacement parts / products will be issued free of charge. If we collect a faulty product from you and find it not to be faulty, we may charge the costs of returning the goods, or deduct it from any refund.
Should you wish to cancel your order based on the product being faulty, please refer to change of mind returns section above.
Wrong Product(s)
If the product(s) delivered are not what you ordered, or do not match the description on your order, please email [email protected] immediately and we’ll work with you to resolve the problem.
Missing Product(s)
When your products are being delivered, it is your responsibility to check against the carrier’s delivery note that all the appropriate number of packages, parcels or crates have been delivered. Any shortages should be added to the delivery note and emailed to [email protected] within 7 days of delivery. Missing products reported within 7 days will be reissued free of charge.
Late Claims
As set out above, you have 7 days to report a missing/incorrect/damaged/faulty product, or 30 days to cancel your order and request a return for any other reason. If we have not heard from you within these timescales, it will be assumed that acceptance of the goods has taken place. Claims made after these timescales will be subject to our discretion, and we reserve the right whether or not to repair, replace or issue a refund.
Refunds
Where applicable, refunds will be processed within 3 working days and all payments will be credited to the original card holder’s payment card/provider.
Need More Help?
Email [email protected] or via telephone on 0161 793 0707
Lines open: 9am-5pm Monday to Friday.