Refund & Return Policy

Returns & Refund Policy

Before You Return

Please do not send goods back before speaking to our sales team.

You can contact us by:

We strongly recommend taking photographs of the goods and packaging before returning, as these may be required for courier claims.

Your 14-Day Right to Change Your Mind (Consumer Contracts Regulations 2013)

You have the legal right to cancel your order within 14 days of receiving the goods (or the final part of a split delivery).

To cancel your order, you must notify us by phone or email.

Goods must be returned within 14 days of the cancellation.

Items must be unused, in original packaging, and handled only as necessary to inspect them.

Refund of Goods & Delivery

We will refund the price you paid for the goods.

Standard delivery charges will be refunded. Enhanced services, such as next-day delivery, are non-refundable.

If goods have been handled excessively (beyond what is necessary for inspection), we may reduce the amount of your refund.

Refunds will be processed within 14 days of us receiving the returned goods or once you provide proof that the goods have been sent back, whichever is sooner.

Returns Between Day 15 and Day 30 (Restocking Fee)

Our returns policy lasts 30 days from the date of purchase.

Returns made after 14 days but within 30 days may be subject to a restocking fee to cover handling, inspection, and repackaging.

Restocking fees do not apply to faulty or damaged goods.

Any agreed restocking fee will be deducted from your refund.

After 30 days, refunds and exchanges are not available, except for faulty goods.

Condition of Returned Goods

To be eligible for a return, items must be:

  • Unused, in resalable condition, and in original packaging.
  • Installed items cannot be refunded or exchanged unless faulty.
  • Proof of purchase is required.

Faulty or Damaged Products

Any transit damage must be noted on the delivery driver’s paperwork and reported to us within 48 hours of receipt.

Faults not visible on delivery must also be reported within 48 hours.

Where an item is faulty, we will offer a repair, exchange, or refund in line with your consumer rights.

Shipping & Return Costs

  • You are responsible for paying return shipping costs. These are non-refundable.
  • If we arrange collection for you, we will charge you the direct cost for collection.

Supplier-Specific Return Policies

VELUX

  • Goods must be resaleable and in original packaging.
  • A return fee of £30 + VAT per item applies to windows, flashings, and systems. Blinds and accessories are exempt.
  • A return carriage fee applies: £50 (standard), £100 (large items), £5 (blinds/accessories).
  • Returns must be requested within 4 months of delivery.
  • Some products (e.g., special order or replacement panes) are non-returnable.

Castle Composites

  • Damaged or missing items should be reported to the driver and signed for as damaged/missing.
  • Photographs of damaged items must be submitted along with your claim.
  • Goods must be returned at your cost.
  • Items not fit for resale will be deducted from your refund.
  • Coping stones that can only be sold as "seconds" will be refunded at 25% of the original value (at Castle's discretion).

Midland Lead

  • Most items are made to order. Please contact us for specific return costs.

Non-Returnable Items

Certain products are non-returnable due to their made-to-order nature, including:

  • Custom-sized items
  • Custom powder-coated products
  • Fabricated-to-order products (e.g., copings, fascia)
  • Installed products
  • Sale items

Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

Approved refunds will be credited back to your original payment method within standard processing times.

If a refund has not appeared in your account, please check with your bank or card issuer before contacting us.

Contact Information

If you have any questions about returns or refunds, please contact us:

  • Online Metal Store Ltd
  • Email: sales@onlinemetalstore.co.uk
  • Phone: +44 7907 239290
  • Company Address: Highlands Farm, Southend Road, Chelmsford, CM3 8EB, United Kingdom