Refund policy

Returns & Refund Policy

Euro Sheet Metal Limited trading as London Metal Store

This Returns & Refund Policy explains the circumstances in which goods purchased from London Metal Store may be cancelled, returned, replaced, or refunded.

This policy should be read together with our Terms and Conditions. Nothing in this policy affects any statutory rights that cannot be excluded or restricted by law.

1. Standard Goods

For the purposes of this policy, Standard Goods refer solely to full, stock-size sheets measuring 2m x 1m and 2.5m x 1.25m.

All other products, sizes, cut-to-size orders, or customised items are classified as Non-Standard Goods.

Standard Goods that have not been cut, processed, specially sourced, customised, or made to your specification may be eligible for return or cancellation, subject to the applicable terms below.

2. Non-Standard Goods and Custom-Made Goods

Non-Standard Goods include products that are cut, processed, specially sourced, customised, made-to-order, or otherwise made or processed to your requirements.

Additional services include, but are not limited to, cutting, powder coating, profiling, folding, drilling, laser cutting, finishing, fabrication, special sourcing, or any other work carried out to your size, drawing, design, finish, or specification.

We are unable to accept the return or cancellation of goods that have been cut, powder coated, profiled, folded, drilled, laser cut, specially sourced, fabricated, finished, or otherwise made or processed to your requirements, unless they are faulty, damaged on arrival, or supplied incorrectly.

If you ask to cancel an order after additional work has started, we will try to stop the process where reasonably possible. However, you may be responsible for any costs, work, materials, labour, supplier charges, or other reasonable costs already incurred.

Customers are responsible for checking all sizes, drawings, designs, specifications, finishes, colours, quantities, and other order details before placing an order.

3. Consumer Customers

A Consumer Customer means an individual buying goods mainly for personal use and not for business, trade, craft, or professional purposes.

If you are a Consumer Customer and you place an order online, by phone, or by email, you may have the right to cancel your order without giving a reason.

For Standard Goods that have not been cut, processed, specially sourced, customised, or made to your specification, you usually have 14 days from the day after you receive the goods to tell us that you wish to cancel.

To cancel, you must contact us using the contact details below and clearly state that you wish to cancel your order. You should include your name, order number, contact details, and details of the goods you wish to cancel.

Once you have told us that you wish to cancel, you must return the goods to us within 14 days unless we agree otherwise.

Goods must be returned in a resaleable condition, unless they are faulty, damaged on arrival, or supplied incorrectly.

You will usually be responsible for the cost of returning non-faulty goods unless we have agreed otherwise or unless the goods are faulty, damaged on arrival, or supplied incorrectly.

Cancellation rights do not usually apply to Non-Standard Goods or goods that have been cut, powder coated, profiled, folded, drilled, laser cut, specially sourced, fabricated, finished, or otherwise made or processed to your requirements, unless they are faulty, damaged on arrival, or supplied incorrectly.

4. Business Customers

A Business Customer means a company, partnership, sole trader, tradesperson, contractor, organisation, or individual buying goods mainly for business, trade, craft, or professional purposes.

Business Customers do not have an automatic right to return non-faulty goods unless we have agreed this in writing.

Where we agree to accept a return of non-faulty Standard Goods, the goods must be unused, undamaged, complete, and in a re-sellable condition.

You may be responsible for return delivery costs and any reasonable restocking, handling, or inspection costs that we tell you about before accepting the return.

We may refuse a return where goods have been used, damaged, altered, installed, marked, cut, processed, specially sourced, or are no longer in a resaleable condition, unless the goods are faulty or were supplied incorrectly.

5. Damaged, Missing or Incorrect Goods

You should inspect your goods as soon as reasonably possible after delivery or collection.

If goods are visibly damaged, packaging is damaged, items are missing, or the goods appear to be incorrect at the time of delivery, you should note this with the carrier where possible before signing for the goods.

If damage, shortages, or incorrect goods are discovered after delivery, you should notify us as soon as reasonably possible and ideally within 14 days of delivery or collection.

When reporting damaged, missing, or incorrect goods, you should provide your order number, a description of the issue, and clear photographs of the goods, packaging, delivery label, and any visible damage where relevant.

We may ask you to keep the goods and packaging while we investigate the issue with the carrier or supplier.

Signing for goods without noting visible damage or shortages may affect our ability to investigate a delivery claim with the carrier. This does not affect any statutory rights that cannot be excluded or restricted by law.

If goods are confirmed as lost in transit before delivery to you, we will arrange a replacement, redelivery, or refund where appropriate.

6. Faulty Goods

If you believe that goods supplied by us are faulty, you should contact us within 72 hours of delivery where possible.

When reporting faulty goods, you should provide your order number, a description of the fault, and clear photographs or other evidence where relevant.

We may ask you to return the goods to us, keep the goods available for inspection, or provide further information so that we can assess the issue.

If the goods are confirmed to be faulty, we will provide the appropriate remedy, which may include repair, replacement, refund, credit, or another suitable resolution depending on the circumstances.

This section does not affect any statutory rights that cannot be excluded or restricted by law.

7. Returns for Standard Non-Faulty Goods

This section applies to Standard Goods that are not faulty, damaged on arrival, supplied incorrectly, custom-made, made-to-order, cut, processed, specially sourced, or otherwise altered to your requirements.

Consumer Customers may have cancellation rights as explained in the Consumer Cancellation Rights section of our Terms and Conditions.

Business Customers do not have an automatic right to return non-faulty goods unless we have agreed this in writing.

Where we agree to accept a return of non-faulty goods, the goods must be unused, undamaged, complete, and in a re-sellable condition.

You may be responsible for return delivery costs and any reasonable restocking, handling, or inspection costs that we tell you about before accepting the return.

We may refuse a return where goods have been used, damaged, altered, installed, marked, cut, processed, specially sourced, or are no longer in a resaleable condition, unless the goods are faulty or were supplied incorrectly.

8. Refunds

Where a refund is due, we will refund the relevant payment using the original payment method where reasonably possible.

Where an order is cancelled because we are unable to supply the goods, we will refund any payment made for the goods we cannot supply.

Where goods are confirmed as faulty, damaged on arrival, or supplied incorrectly, the appropriate remedy may include a refund, replacement, repair, credit, or redelivery depending on the circumstances.

Where a Consumer Customer exercises a valid cancellation right, refunds will be handled in accordance with applicable consumer law.

Nothing in this policy affects any statutory rights that cannot be excluded or restricted by law.

9. Returning Goods

Where goods need to be returned, we will provide appropriate return instructions where required.

Consumer Customers will usually be responsible for the cost of returning non-faulty goods unless we have agreed otherwise or unless the goods are faulty, damaged on arrival, or supplied incorrectly.

Goods should be returned securely and in a condition that prevents unnecessary damage during transportation.

We may ask you to provide photographs, tracking information, or other evidence showing that goods have been returned.

We may ask you to keep the goods and packaging available while a return, damage, or fault is being investigated.

10. Click & Collect and Uncollected Orders

Click and Collect orders must be collected within 30 days of the customer being notified that the order is ready.

If an order remains uncollected, we will issue a final notice giving the customer a further reasonable opportunity to collect it.

For Standard Goods, we may cancel the order, return the goods to stock and deduct up to 15% of the order value to cover reasonable storage, handling and administration costs caused by the failure to collect. The deduction will not exceed the actual reasonable loss incurred.

Custom-cut, made-to-measure, folded, fabricated, powder-coated or otherwise specially prepared goods cannot be cancelled or refunded once production has started, except where they are faulty, incorrectly supplied or not as described.

Nothing in this clause affects the customer's statutory rights.

11. Sourced and Specially Ordered Goods

Goods that are specially sourced, specially ordered, or otherwise obtained specifically to meet your requirements may be treated as Non-Standard Goods.

Cancellation and return rights may therefore not apply where the goods have been specially sourced, ordered, processed, customised, or made to your specification, except where the goods are faulty, damaged on arrival, or supplied incorrectly.

12. Customer Responsibilities

You are responsible for checking that the goods you order are suitable for your intended use, unless we have expressly confirmed suitability in writing.

You are responsible for ensuring that all sizes, dimensions, materials, finishes, drawings, designs, specifications, quantities, delivery details, and contact details provided by you are accurate.

Where you provide drawings, measurements, designs, or specifications, we may rely on the information you provide. We will not be responsible for errors caused by incorrect or incomplete information provided by you.

13. Statutory Rights

Nothing in this Returns & Refund Policy affects any statutory rights that cannot be excluded or restricted by law.

For Consumer Customers, nothing in this policy affects statutory rights relating to goods that are faulty, not as described, not fit for purpose, or not supplied with reasonable care and skill.

14. Contact Us

If you have a question about a cancellation, return, refund, damaged goods, faulty goods, or any other issue relating to an order, please contact us:

Please include your name, contact details, order number where applicable, and a clear description of the issue.