Returns & Refunds Policy

Last updated: 07/02/2026

At The Metal Hut, we take pride in manufacturing high-quality, UK-made metal products. If you're not completely satisfied with your purchase, we're here to help.

1. Made to Order & Bespoke Products

Many of our products are manufactured specifically to order and are not held in stock. Products marked as Made to Order are produced to your chosen size, finish, colour, design or specification.

Under the Consumer Contracts Regulations 2013, made-to-order, personalised and bespoke products are exempt from the standard 14-day cancellation period. Once manufacture has begun, these orders cannot be cancelled or returned unless the goods are faulty, damaged or not as described.

If you are unsure whether a product is made to order, please contact us before placing your order and we will be happy to advise.

2. Your Right to Cancel (Consumer Contracts Regulations)

If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, you must notify us in writing (email is fine) within 14 days of delivery.

Once cancelled, you then have a further 14 days to return the item(s) to us.

Please note: This right to cancel does not apply to made-to-order, personalised or bespoke products as outlined in Section 1.

3. Eligibility for Returns

To be eligible for a return, items must:

• Be unused and in the same condition as received.

• Be returned in their original packaging where possible.

• Not have been installed, modified, drilled, cut, welded or altered in any way.

We reserve the right to refuse returns that show signs of use or damage not caused by us.

4. Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged or not as described:

• Custom-made or bespoke items (made to your specification, size, colour or design).

• Made-to-order products where this is clearly stated at the point of purchase.

• Personalised products.

• Items that have been installed, used, modified or altered in any way.

This does not affect your statutory rights under UK consumer law.

5. Faulty or Damaged Items

If your item arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible, including:

• Your order number.

• A description of the issue.

• Clear photographs of the item and its packaging.

Prompt notification helps us investigate any transit damage, but it does not affect your statutory rights.

If the fault is confirmed, we will offer a repair, replacement or full refund where appropriate, including any reasonable return postage costs.

6. Return Postage Costs

Change-of-mind returns: The customer is responsible for return postage costs.

Faulty or incorrect items: We will cover the cost of return postage or arrange collection where appropriate.

We strongly recommend using a tracked and insured delivery service for all returns. We cannot be held responsible for items lost or damaged in transit.

7. Refunds

Once we receive and inspect your returned item(s), we will notify you of the outcome.

If your refund is approved:

• Refunds will be issued to your original payment method.

• Refunds are typically processed within 5–7 working days of receiving the returned goods.

• Original delivery charges are non-refundable unless the goods are faulty, incorrect or required by law.

8. Exchanges

If you wish to exchange an item, please contact us before returning it. Exchanges are subject to stock availability and may require a new order to be placed.

9. How to Start a Return

Please contact us before sending any items back.

Email: sales@themetalhut.co.uk

Company: The Metal Hut

Order Number: Please include your order number in all correspondence.

Returns sent without prior contact may be delayed or refused.

10. Business Customers

Orders placed by businesses are not covered by the consumer cancellation rights contained within the Consumer Contracts Regulations 2013.

Returns from business customers are accepted solely at The Metal Hut's discretion unless the goods are faulty, damaged or not as described.

11. Your Statutory Rights

Nothing in this policy affects your statutory rights under applicable UK consumer law.