WARRANTY, RETURNS and REFUNDS information and policies

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WARRANTY NOTES.

Unlike most websites, when buying from The Metal Foundry you are buying directly from the manufacturer.  Plus we only sell our own products. So our warranty policies are combined with our returns and refund policies.

Plus we try to keep everything in plain English, so it is easy to understand and everything is laid out clearly.

 

WARRANTY PERIOD.

The warranty period for all of our products is 12 months from the time the order is dispatched. 

There is no warranty activation required.  It is started automatically and as long as we are informed either in writing (such as an email) or verbally over the phone of any warranty issues within that 12 month period, the warranty will be acted on.

 

WARRANTY COVERAGE.

The following conditions are covered but not limited to by our warranty:

  • Any damage or disfigurement of the product down to natural wear and tear. This includes but is not limited to: severe metal tarnishing, lacquer crazing, paint peeling, metal warping or cracking, large blemishes etc.
  • Screws or other fixings that are unusable due to damage or corrosion.

 

The following conditions are NOT covered but not limited to by our warranty:

 

  • Any damage caused either deliberately or accidentally that was not made aware to us by the 30 day return period.
  • Any damage caused in removing or installing a product.
  • Any damage to the surrounding area or location from installing or removing a product.
  • Any packaging costs in returning a product.
  • Any installation costs of the replacement item.

 

WARRANTY CLAIMS.

To make a warranty claim you will need to send to us via email:

  • The name and address the item was initially sent to.
  • The product name or purpose.
  • A description of the problem.
  • Any images of the problem to support your case.

If we agree that your claim is genuine then a replacement item will be sent out to you within 3 working days of acceptance, or within 8 working days if the item was a custom item.  The 12 month warranty for the replacement will begin when the item is dispatched.

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RETURNS, REPLACEMENTS and REFUNDS

 

Our policy lasts 30 days for domestic orders or 60 days for international orders. This time is started when the item is dispatched. If this time period has expired then unfortunately we can’t offer you a refund or exchange.

With buying items online it can be difficult to know whether you are buying the right item for you until you have it in your hands.  We will ask questions about why you want to return the item but only so we can try and make our items better.  But as long as your reason is genuine then we will return or replace it for you.

To be eligible for a return, replacement or refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

Custom items may be replaced, but not if the reason is one of the following:

  • The custom information you provided us was incorrect.
  • The artwork of your custom item was set to you for validation and was either accepted, or no response was received before the set deadline.

 

To complete your return, we require the following:

  • The name and address the item was initially sent to.
  • The product name or purpose.
  • A description of the problem.
  • Any images of the problem to support your case.
  • Whether you are seeking a return or a replacement.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@themetalfoundry.uk.

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RETURNS POSTAGE

For returning items, a mailing label will be emailed to you.  This will need to be printed out and secured to the package in such a way that the entire label is readable and the label will not fall off in transit as this may invalidate your return claim.

Returning items must be wrapped back in their original packaging and be securely sealed so they will not fall out or suffer any damage during transit.  If this is not achieved it may also invalidate your return claim.

Instructions of how to send your item back may alter depending on your country.  Any instructions will be clearly sent to you with the label file.

For UK returns:

Once the item is re-packaged with the label adhered the item must be taken to a local Post Office to be sent back to us. You can locate your local Post Office here:

https://www.postoffice.co.uk/branchfinder