Returns and Cancellations

This page explains your rights when you buy from our Metalwork shop, which pieces can be returned if you change your mind, and what to do if something arrives faulty or damaged. None of this affects your statutory rights.

Changing your mind: standard items

Under the Consumer Contracts Regulations, you can cancel most online orders for standard, non-personalised items within 14 days of the day you receive them, without giving a reason. Standard items are pieces bought exactly as listed, such as a fence topper, garden stake, fire pit or wall art in one of our set sizes and finishes.

  • Tell us within 14 days of delivery that you want to cancel, by emailing info@metalplasmacutting.co.uk with your order number.

  • Send the item back within 14 days of telling us. It should be unused, with all parts, and packed so that it won't be damaged on the way back.

  • Return postage: [CONFIRM: whether the customer pays return postage for change-of-mind returns]. Heavy items such as gates and screens may need a pallet collection: [CONFIRM: how pallet-sized returns are collected and charged].

  • Returns address: [CONFIRM: returns address].

You're welcome to handle and inspect an item as you would in a shop. If an item has been fixed in place, used or damaged beyond that, we may reduce the refund to reflect its lost value, as the regulations allow. A fire pit that has had a fire in it, for example, can't be resold as new.

Personalised and made-to-measure items

Personalised pieces, such as house signs, number plates, name fire pits, wedding date plaques and garage signs, are cut to your text. Custom sizes and bespoke work are made to your specification. The cancellation right above does not cover items made to your specification or clearly personalised, so these can't be returned for a change of mind.

We cut exactly what you enter, so please double-check spelling and spacing before you order. If you spot a mistake after ordering, email us straight away. [CONFIRM: whether personalised orders can be amended before cutting starts]

Your rights for faulty or damaged items apply to personalised and custom pieces in the same way as any other order.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something isn't right, for example it arrives damaged, has a part missing, or isn't what you ordered, please:

  • email info@metalplasmacutting.co.uk with your order number, a short description and photos of the item and the packaging;

  • keep the item and packaging until we've replied.

Within 30 days of delivery, you're entitled to reject faulty goods and get a full refund. After that, we'll offer a repair or replacement first, and a refund if that isn't possible or doesn't fix the problem. We cover reasonable return costs for faulty or incorrect items.

Please note that some things are natural features of steel rather than faults. Raw steel will rust outdoors to an orange-brown patina, and its run-off can stain paving or render. Plasma-cut edges have a slightly textured finish. High-heat paint on fire items will change with use. Our care and finishes page explains what to expect.

Refunds

  • Change of mind: we refund within 14 days of receiving the item back, or of you giving us proof that you've sent it, whichever is sooner. The refund includes the standard delivery charge you paid, but not any extra you paid for a faster service.

  • Faulty items: we refund as soon as we've confirmed the fault, and within 14 days of agreeing that you're entitled to a refund.

  • Refunds go back to the payment method you used.

Cancelling before dispatch

If you want to cancel a standard item before it has been dispatched, email us and we'll refund you in full, including delivery. This applies to standard items even though they are made to order. Personalised and custom items can't be cancelled for a change of mind once the order is placed.

Questions? Call 0151 547 1221, Monday to Friday, 8am to 5pm. See also our delivery information, the Metalwork FAQ and the Metalwork shop.