We want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help with our straightforward return process.
Standard Products:
Most new returned within 30 days of delivery for a full refund or exchange, provided they are in their original packaging and in resalable condition. Please contact our customer service team before returning any goods.
Custom Orders:
Please note that bespoke, made-to-order, or customised items are non-returnable unless the product arrives damaged or defective. We advise customers to double-check all specifications before placing a custom order.
Start a Return:
To begin the return process, please email our customer service team at sales@onlinemetalstore.co.uk with your order number and a brief explanation of the reason for your return. We will then provide you with return instructions and a return authorisation number, which must be included with your returned goods.
Return Shipping:
Unless the item was delivered incorrectly or is faulty, customers are responsible for all return shipping costs. We strongly recommend using a trackable and insured courier service to ensure safe return of your items, as we cannot be held responsible for goods lost or damaged in transit.
Restocking Fee:
A restocking fee of 0% may apply depending on the type of product and its condition upon return. This will be assessed on a case-by-case basis.
Once your returned item has been received and inspected, we will process your refund within 7 business days. All refunds will be issued to the original payment method used at the time of purchase. You will receive confirmation once the refund has been completed.
In some cases, partial refunds may be applied for example, if an item is not returned in its original condition, has visible damage, or is missing parts not due to an error on our part.
If you wish to exchange a product for a different size, colour, or alternative item, please contact us within 30 days of receiving your order by emailing sales@onlinemetalstore.co.uk. All exchanges are subject to stock availability and may incur additional shipping charges depending on the replacement item and delivery location.
Please note that certain items are non-returnable, including custom-made products, clearance or sale items, and gift cards. We strongly recommend reviewing the product details carefully before placing your order to ensure it meets your requirements.
Have questions about returns or need assistance? We're here to help!
- Email: Sales@OnlineMetalStore.co.uk
- Phone: +44 7907 239290
- Available MON - FRI: 9:00am - 4:00pm
Our customer service team typically responds to emails within 9:00am - 4:00pm during business days.