Refund policy

Returns & Refunds Policy

Last updated: 17/12/2025

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. 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.

2. Eligibility for Returns

To be eligible for a return, items must:

  • Be unused and in the same condition as received

  • Be returned in 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.

3. Non-Returnable Items

The following items cannot be returned unless faulty:

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

  • Items made to order where clearly stated at point of purchase

  • Items that have been installed or used

This does not affect your statutory rights if the item is faulty.

4. Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery, including:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

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

5. Return Postage Costs

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

  • Faulty or incorrect items: We will cover return postage or arrange collection.

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

6. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

  • Approved refunds will be processed back to your original payment method

  • Refunds are typically issued within 5–7 working days of receipt

  • Original delivery charges are non-refundable unless the item is faulty or incorrect

7. Exchanges

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

8. How to Start a Return

Please contact us before sending anything back:

Email: sales@themetalhut.co.uk
Company: The Metal Hut
Order Number: Please include in all correspondence

Returns sent without prior contact may be delayed or refused.

9. Business Customers

Orders placed by businesses are not covered by consumer cancellation rights. Returns for business customers are accepted at our discretion only, unless goods are faulty.

10. Your Statutory Rights

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