Terms & Conditions

1. About us

Legal operator: LONDON DELIVERY NETWORK GROUP LTD. Registered office: 2nd Floor College House, King Edwards Road, Ruislip, England, HA4 7AE. VAT registration number: 495276349. Contact: info@metrosupplies.co.uk. In these Terms, references to "we", "us" or "our" mean Metro Supplies as operated by LONDON DELIVERY NETWORK GROUP LTD.

2. Website use

You agree to use metrosupplies.co.uk lawfully and not to interfere with the site's operation. Content on the site is for information about our products and supply options.

3. Product information and compatibility

We take care to describe products accurately, but images and specifications are for guidance only. Customers are responsible for confirming product suitability against their own equipment, systems or manufacturer guidance before ordering. This is particularly important for water softener salt, where compatibility depends on your specific water softener.

4. Prices and VAT

All public website prices are shown in pounds sterling and include VAT unless clearly stated otherwise. Delivery charges, where applicable, are shown separately and include VAT.

Trade quotations may be stated exclusive of VAT where this is clearly identified. VAT will then be added at the applicable rate to the quotation and invoice.

5. Orders and contract formation

Product selection happens on metrosupplies.co.uk and payment is completed through Shopify Checkout. An order acknowledgement does not necessarily mean that dispatch has been accepted. A contract is formed when we confirm dispatch. If we cannot fulfil an order, any payment taken will be refunded. You can correct product and address information during checkout before completing payment.

6. Payment

Payments are processed securely through Shopify Checkout. Available payment methods may include debit or credit card, Google Pay and PayPal. Additional payment options may be displayed by Shopify depending on the customer and device. Not every payment method is available to every customer.

7. Delivery

Delivery options, charges and access requirements are described in our Delivery Policy and on our Delivery page. Large and pallet deliveries may require suitable vehicle access and a safe unloading location.

8. Consumer cancellation rights

Consumers ordering online generally have a 14-day right to cancel. See our Refunds & Returns page for the process, timings and any deductions that may apply for handling beyond what is reasonably necessary.

Nothing in these Terms limits or excludes rights available to consumers under applicable UK consumer law.

9. Faulty, damaged or incorrect products

Please inspect deliveries on arrival and report any visible transit damage, faults or incorrect items as soon as reasonably possible. Statutory rights for faulty or incorrectly supplied products are not affected by reporting timeframes we request. Full details are on the Refunds & Returns page.

10. Business, trade and bulk orders

Where goods are supplied wholly or mainly for business, trade or resale purposes, the consumer cancellation right does not apply. Trade quotations, pallet orders and negotiated supply arrangements are governed by the applicable quotation, order confirmation or written agreement. Rights relating to faulty, incorrectly supplied or damaged goods are handled separately.

11. Repeat-supply enquiries

A repeat-supply form submission is an enquiry, not an automatic subscription. No payment is taken when the form is submitted. A schedule is only created after we confirm the product, quantity, frequency, delivery arrangements and price. Customers can request changes or pauses by contacting us.

12. Promotions and discount codes

Promotions and discount codes may be subject to specific eligibility, minimum order values, product restrictions or expiry dates displayed at the point of the offer. Codes cannot be applied retrospectively to completed orders.

13. Liability

We do not exclude or limit liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for statutory consumer rights, or for any other liability that cannot be excluded or limited under UK law. Subject to that, our liability for other losses is limited in accordance with the applicable contract, quotation or order confirmation.

14. Events outside our control

We are not liable for delay or failure to perform where caused by events reasonably outside our control, including carrier disruption, extreme weather, industrial action or supplier shortages. We will take reasonable steps to keep customers informed and to fulfil affected orders as soon as practical.

15. Governing law

These Terms are governed by the laws of England and Wales and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

16. Contact

Questions about these Terms can be sent to info@metrosupplies.co.uk.