Start with the order details
Send the order or quote reference, product name or code, quantity affected, reason for the request and clear photographs where relevant. Do not send goods back until the return method and destination have been confirmed.
Operations
A clear process when supplied goods need attention.
Contact the team promptly if goods are damaged, faulty, incorrectly supplied or if you want to ask whether an unused standard item is eligible for return.
Keep the product, labels, accessories, certificates and packaging together while the request is reviewed. Eligibility and the available outcome depend on the reason, product condition, elapsed time, supplier terms and applicable consumer law.
Standard, unused goods
An unused standard stock item may be assessed for return or exchange. Approval is not automatic and can depend on condition, packaging, elapsed time, transport and supplier terms.
Cut, fabricated and special-order material
Material cut, drilled, fabricated, specially finished or ordered to a customer specification may not be eligible for a change-of-mind return. Faulty, damaged or incorrectly supplied goods are assessed separately.
Assessment and possible outcomes
The product or evidence may need inspection or supplier review. Depending on the assessment and applicable rights, the outcome may be correction, replacement, repair, credit, refund or a declined request with an explanation.
Tools, PPE and supplier warranties
Where a manufacturer or supplier warranty applies, proof of purchase, serial information and technical assessment may be required. Coverage and remedies depend on the confirmed product terms.
Quick answers
Frequently asked questions
Can cut-to-size metal be returned?
Customer-specified or cut material may not be returnable for a change of mind. Contact the team immediately if it is damaged, defective or does not match the confirmed order.
Should I send the goods back immediately?
No. Contact the team first and wait for the return authorisation, destination, packaging and transport instructions.
What evidence should I provide?
Provide the order reference, product details, affected quantity, reason and clear photographs of the goods, labels, packaging and issue.
Does return authorisation guarantee a refund?
No. Authorisation allows the goods or evidence to be assessed; the available outcome follows that assessment and applicable rights.
Ready to check your material requirement?
Share the material, grade, profile, dimensions, thickness, finish, quantities, cutting requirements, delivery location and required date.
Request a quote