Refunds & Returns
How to return an order, claim for damage and request a refund.
- In Stock
- Trade Pricing
- Repeat Supply
- UK-Wide Delivery
Last updated: 2026
This policy sets out how returns and refunds work for orders placed with METRO SUPPLIES LTD. It sits alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Consumer cancellation right (14 days)
If you are a consumer buying online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. To exercise this right, email info@metrosupplies.co.uk with your order reference. You then have 14 days to return the goods. Items must be unused, in their original packaging and in a re-saleable condition.
We will refund the price paid and standard delivery charge within 14 days of receiving the goods back (or proof of return). Return postage is at your cost unless the goods are faulty or incorrect.
Damaged, faulty or incorrect items
Please check your order on delivery. Report any damaged, faulty or incorrect items to info@metrosupplies.co.uk as soon as possible, ideally within 48 hours, including your order reference and photos of the issue and packaging. We will arrange a replacement, refund or collection at no cost to you.
Bulk, pallet and trade orders
Bulk, pallet and trade orders are supplied to business customers and the 14-day consumer cancellation right does not apply. Return arrangements are agreed at the point of enquiry or order confirmation and may take account of product, quantity, packaging and access. Damage or shortage claims for pallet deliveries must be noted on the delivery paperwork at the point of receipt where possible.
How refunds are issued
Refunds are returned to the original payment method via our Shopify checkout. Depending on your bank, refunds typically appear within 5–10 working days.
Contact
Returns and refunds: info@metrosupplies.co.uk.