We want to make our returns and refunds process as clear and straightforward as possible.

Custom-cut, made-to-measure or specially processed products cannot normally be returned or refunded unless they are faulty, damaged or supplied incorrectly.

1. Standard Goods

Consumer Customers may cancel eligible standard, non-customised goods within 14 days of receiving the order.

Once you have notified us that you wish to cancel, the goods must normally be returned within a further 14 days.

The return deadline is met if the goods are sent back before the 14-day return period has expired.

Returned goods must be unused, undamaged and in a resaleable condition.

For non-faulty returns, the customer is normally responsible for the direct cost of returning the goods to us.

We may deduct an amount from any refund where the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

2. Custom & Cut-to-Size Orders

Products made or processed specifically for you cannot normally be cancelled or returned once work has started.

This includes products that are:

• Cut to size or made to measure
• Folded or fabricated
• Powder coated or specially finished
• Drilled, profiled or laser cut
• Specially sourced or made to your specification

Stainless steel splashbacks are cut to the customer's specification and therefore cannot normally be cancelled or returned once cutting has started.

Once an order has been cut or specially processed to your requirements, we are unable to cancel the order even if the goods have not yet been dispatched.

We are unable to accept returns of products purchased with an additional service unless they are faulty, damaged or supplied incorrectly.

If you have ordered powder-coated products and cancel your order before the goods leave us, you may be charged for costs already incurred in providing the service.

This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.

3. Damaged, Faulty or Incorrect Goods

Please inspect your order as soon as possible after delivery or collection.

If your goods are damaged, faulty, missing or incorrect, please contact us as soon as possible with your order number and photographs where relevant.

Where the issue is confirmed, we will provide an appropriate solution such as a replacement, redelivery or refund.

We do not offer general exchanges for non-faulty goods. Where goods are faulty, damaged or supplied incorrectly, we may provide a replacement, redelivery or refund as appropriate.

4. Business Customers

Business Customers do not have an automatic right to return non-faulty goods because they have changed their mind.

Any return from a Business Customer must be agreed with London Metal Store before the goods are sent back.

5. Refunds

Approved refunds will normally be returned to the original payment method used for the transaction.

Where goods are being returned, we may withhold the refund until we have received the goods back or you have provided evidence that the goods have been returned, whichever is earlier.

For eligible consumer cancellations, we will issue the refund without undue delay and no later than 14 days after we receive the returned goods or, where applicable, 14 days after you provide evidence that the goods have been returned.

Where required by applicable consumer law, we will refund the cost of the least expensive standard delivery option originally offered by us. We will not refund additional delivery costs resulting from your choice of a more expensive delivery option.

No restocking fee is charged for eligible returns.

6. Returning Goods

Please contact Customer Services before returning any goods. Returns should only be sent after receiving return instructions from us.

To request a return or refund, please provide your name, order number and a brief explanation of the reason for the return.

• Telephone: 020 3002 6353
• Email: sales@londonmetalstore.co.uk

Unless otherwise agreed or required by applicable law, customers returning non-faulty goods are responsible for arranging and paying the direct cost of return.

Where longer lengths or larger items make return difficult, we may be able to arrange collection by our courier at the customer's cost.

We cannot accept responsibility for missed, failed or unattended courier collections arranged on behalf of a customer.

7. Your Right to Cancel

Consumer Customers have the right to cancel eligible distance contracts within 14 days without giving a reason, subject to the exclusions in this policy.

The cancellation period expires 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods.

For multiple goods ordered in one order but delivered separately, the cancellation period begins from the day on which you acquire physical possession of the last goods.

To exercise your right to cancel, you must inform us of your decision by a clear statement before the cancellation period expires.

You can notify us by:

• Email: sales@londonmetalstore.co.uk
• Post to London Metal Store, Falcon House, 19 Deer Park Road, Wimbledon, SW19 3UX

8. Effects of Cancellation

If you cancel an eligible contract, we will reimburse eligible payments received from you, including the applicable cost of standard delivery, subject to any deductions permitted by law.

We may make a deduction from the reimbursement for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is earlier.

Refunds will be made using the same means of payment as used for the original transaction unless you have expressly agreed otherwise.

9. Sourced & Specially Ordered Goods

Specially sourced goods may be subject to additional return restrictions. Please refer to the relevant section of our Terms and Conditions or contact us before placing your order if you are unsure whether a product can be returned.

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under applicable consumer protection legislation.

If you are unsure whether an item qualifies for return, please contact us before sending the goods back.