Refunds & Returns

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 number. You do not have to use a particular cancellation form. You then have a further 14 days to return the goods.

Consumers may inspect goods in the same way they reasonably could in a shop. We may make a deduction from the refund if handling beyond what is reasonably necessary has reduced the value of the goods.

Opening, using, contaminating or improperly storing a salt bag may reduce its value. Any deduction will reflect the actual reduction in value and does not affect rights relating to faulty, damaged or incorrectly supplied products.

Return cost

For a change-of-mind return, the customer is responsible for the direct return cost unless Metro Supplies agrees otherwise. Metro Supplies pays reasonable return or collection costs where goods are faulty, damaged or incorrectly supplied.

Heavy, multi-bag and pallet returns

Do not send heavy, multi-bag or pallet returns without contacting us first. We will confirm the appropriate return or collection method. Do not return products to the registered office unless Metro Supplies has specifically instructed you to do so.

Refund timing

We will issue a refund within 14 days of receiving the returned goods, or within 14 days of receiving valid evidence that the goods were sent back, whichever is earlier. Refunds are made to the original payment method. Where legally required, we will also refund the basic outbound delivery charge.

Damaged, faulty or incorrect items

Please report visible transit damage as soon as reasonably possible, ideally within 48 hours, so that we can investigate with the carrier. This request does not limit your statutory rights. Include your order number and, where possible, photos of the damage and packaging.

Where goods are confirmed as faulty, damaged in transit or incorrectly supplied, we will arrange a replacement, refund or collection at no cost to you.

Business, trade and pallet orders

Consumer cancellation rights do not normally apply to goods purchased wholly or mainly for business, trade or resale purposes. Returns for negotiated trade, pallet or repeat-supply orders follow the agreed quotation or order terms. Rights relating to faulty, damaged or incorrectly supplied goods are handled separately.

Contact

Returns and refunds: info@metrosupplies.co.uk.