Return Policy: All sales are final. Once an item leaves out shop, it is now the customers and cannot be return
Return Policy Exception: In Accordance with the 2002 Consumer Protections Act, if a product is defective, a return can be arranged.
Upon receiving the returned goods, we will inspect and photograph them before issuing a refund, provided they meet our return conditions.
Return Conditions
- Custom-cut and polished items are non-refundable and non-returnable. This includes any orders where cutting instructions were provided at checkout, in order notes, in our custom cutting tool, or elsewhere.
- By submitting payment for a return, you acknowledge and agree to the following:
- All returns are at the purchaser’s risk.
- Returns via our collection service are uninsured. Metals 'R' Us and our couriers are not liable for lost or damaged goods in transit.
- If items are damaged during return shipping, they will not be eligible for a refund, and the return shipping cost will not be reimbursed.
- We recommend secure packaging to prevent damage and ensure eligibility for a refund.
- Original shipping costs are non-refundable. If your order qualifies for free shipping, we will deduct the actual cost of shipping from the refund.
- Items must be returned within 14 days of delivery, in their original undamaged packaging, including all accessories, parts, instructions, and any promotional items received.
- If an item is not returned in resalable condition, or if packaging is damaged, we may refuse the refund or deduct an amount to reflect the item’s condition.
Refund Processing
Once your return is received and inspected, any eligible refund will be processed within 3-5 business days to the original payment method.
B2B & Distance Selling Regulations
This refund policy complies with Canadian consumer protection laws but does not apply to Custom-cut orders, or polished products. In certain cases, a restocking fee may apply.
For any questions about returns, please contact our customer service team before sending items back.