Returns/Refund*

Goods ordered in error, surplus to requirements or unsuitable may be returned to us within 30 days of receipt. 

You will only be refunded your delivery cost if the return is due to our error (i.e. a faulty product or incorrect shipment). If we agree to provide you with a refund, we will credit your credit/debit card account within 30 days of receipt of the returned product.

You may cancel your order at any time prior to the order being dispatched.

If you have notified us of a problem with your order, we will either make good on any shortage or non-delivery; replace or repair any goods that are damaged or defective upon delivery; or refund you the full amount paid for the goods in question.

*Goods must be returned to us in their original packaging with all fixings, unused and in a re-saleable condition. If the goods arrive back damaged, with parts missing or in damaged packaging, we will not be able to issue a refund. (Please note that any items damaged or scratched whilst in transit to us will be deemed un-saleable. Therefore please pack them carefully).

It is the customer’s responsibility to return the goods (unless specified) and we recommend that you return your item(s) using a signed for service that provides you with proof of delivery to us. We will not be held responsible for items that are lost in transit.

Any special orders CANNOT be returned, due to the fact they have been specially made to your specification and unlikely to be re-sold to another customer.

Please note: We reserve the right to ‘NOT’ issue a refund for returned goods if they are in anyway damaged, not in a resellable condition, lost in transit, not in their original packaging or returned outside of the time frame provided.

How To Return Goods

  1. Please contact us to let us know you are returning any items. Either email us at sales@metalix.co.uk. We will need to know your name, invoice/order reference, and the name or code of the items you are returning as well as the reason for the return.
  2. Goods must be returned to us in their original packaging, unused and in a re-saleable condition. If the goods arrive back damaged, with parts missing or in damaged packaging, we will not be able to issue a refund. (Please note that any items damaged or scratched whilst in transit to us will be deemed un-sellable. Therefore, please pack them carefully). We must receive the goods back within 30 days of when you received the goods. Refunds will not be given for products returned to us after this time. Please ensure that product boxes are enclosed in a postage box, envelope, or other packaging to avoid transit damage to the product box itself.
  3. Please note it is the customer’s responsibility to arrange the return. Return postage costs are the customers’ responsibility, this includes any customs charges and handling fees on international returns. Metalix Enterprises UK Ltd does not accept any liability for the returned goods until they have been received at our premises. We therefore recommend that items are returned via a signed delivery service.

Our returns address is:

New City House 57-63,
Ring Way, Preston,
England, PR1 1AF

Please ensure you write your invoice number clearly on the package.

  1. Returns will be processed within 14 days of receipt. Your refund will be issued back to the original payment card used on the initial order. Please be patient as we process a high volume of samples/returns.

Frequently asked questions

We provide two options for returning items. Choose between a paperless return, where you’ll receive a QR code to take to your chosen DPD Parcel Shop, and they’ll print the label for you. Alternatively, you can print the label at home, attach it to your parcel, and take it to the shop. Below is a breakdown of these two options:

Print at Store

This option allows you to use DPD’s paperless return method, where all you need to do is bring the QR code(s) along with the parcels to your chosen DPD Parcel Shop, and they will handle the rest. You can generate these QR codes by going through the returns process, providing both your email and order number.

Print at Home

If you would like to print the label yourself, DPD can email you a label for each parcel you’re returning. You will need to print the labels, attach them to your parcels, take them to your chosen DPD Parcel Shop, and let them handle the rest.

You will be able to see the available DPD drop-off points during the returns process on our interactive map, or you can find them using the DPD Parcel Shop Finder found here.

Not all DPD drop-off points currently support the ‘Print at Store’ option. You can view the participating stores on the map during the ‘Print at Store’ process.

Whether you are printing at home or in store, the QR code / label will be emailed to you shortly after finishing your return. If you do not receive this email, please get in touch at 0300 303 88 21 and we’ll be happy to help.

Refunds will take between 7 to 10 days from the date the goods have been sent back. They will be credited to the same source of payment the goods were initially paid for.

We cannot accept returns for special order items.

Have a question that has not been answered?

Then either take a look at our help centre or get in touch!