At Metro Fixings, we understand that commercial construction schedules are dynamic, and requirements on-site can shift due to architectural revisions or design updates. If you have over-ordered, selected the wrong dimension, or need to return materials, we aim to make the process clear, accountable, and efficient so you can manage your cash flow without stalling your procurement line.
Because we serve trade professionals and tier-1 commercial contractors handling high-volume procurement across an active stock profile of over 35,000 product lines, our standard policy handles returns with strict commercial transparency and fairness.
1. Standard 30-Day Return Window
Eligibility: You may return standard, in-stock, unused, and undamaged Goods within thirty (30) calendar days from the original date of delivery or trade counter collection.
Condition of Goods: To qualify for a return or account credit, all items must be returned in their original, unopened outer packaging. Boxes, kegs, and bags of structural fasteners or anchors must be complete and in perfectly resaleable condition; we cannot accept partial boxes or mixed components.
2. Restocking Charges & Administration Fees
Discretionary Pricing: Please note that all returns for correctly supplied trade orders are subject to a standard handling and administration fee. The application, waiver, or percentage calculation of any restocking charges remains entirely at the absolute discretion of Metro Fixings.
Variable Fees: Because warehouse verification, technical engineering inspections, and inventory reassignment costs vary depending on the product line and volume, restocking fees are calculated on a case-by-case basis relative to the specific order.
3. Extended Returns (Beyond 30 Days)
Absolute Judgment: While we always strive to be fair, reasonable, and supportive of our trade partners, there is a strict time limit to our inventory flexibility.
Case-by-Case Assessment: Any request to return standard stock items beyond the initial 30-day window is outside our standard terms. Acceptance of such returns is entirely down to the personal judgment and express written authorisation of the Metro Fixings management team (fully in line with UK commercial contract law for B2B trade transactions).
4. Non-Returnable & Perishable Product Categories
Certain specialised or safety-critical lines are strictly excluded from our standard returns policy and cannot be returned for credit under any circumstances:
Bespoke Fabrications & Non-Stock Items: Any structural steelwork, custom bracketry, or specialised non-catalogue items ordered or manufactured specifically to your engineering take-offs or client specifications.
Perishable Building Chemicals: Temperature-sensitive or dated products—including advanced vinylester chemical anchoring resins, specialised sealants, structural adhesives, and expanding foams—cannot be returned due to strict safety traceability and shelf-life storage regulations.
Specialised Cutting Tools & Consumables: Diamond blades, holesaws, and core drills that have been unsealed or mounted to site machinery.
5. How to Initiate a Return
Request a Return Authorisation (RAN): Before dispatching any transport or sending a site driver to our trade counter, you must contact our Customer Care desk via email at sales@metrofixings.co.uk or by phoning +44 (0)1707 375172 to request an official Return Authorisation.
Provide Invoice Proof: Supply your original Metro Fixings invoice or delivery note number alongside the specific product codes and quantities you wish to return.
Arrange Safe Transit: Unless Goods were supplied incorrectly due to an internal Metro Fixings logistics error, the cost and safety of return transport rests entirely with the Buyer. We strongly advise using an insured, trackable commercial carrier network or booking a returns slot at our Welwyn Garden City trade hub.
6. Damaged, Defective, or Short-Supplied Goods
Immediate Notification: The Buyer must thoroughly inspect all materials upon arrival. Any shortages, transit damage, or incorrect product allocations must be reported to our customer care team in writing within three (3) working days of delivery.
Manufacturer Warranty: Where a structural fixing or tool defect is suspected and validated under the manufacturer's warranty, Metro Fixings will arrange immediate collection and provide a full replacement or a 100% credit note, completely exempt from discretionary restocking charges.
