Refund policy

At Metals 'R' Us Limited, we strive to provide a hassle-free returns process for unwanted goods, with the exception of custom-cut and polished items. We can arrange collection of your return at an additional cost, subject to the conditions outlined below. Once payment for the return shipping is received, our courier will contact you to arrange a suitable pickup time. Alternatively, you may arrange your own courier to return the items.

Upon receiving the returned goods, we will inspect and photograph them before issuing a refund, provided they meet our return conditions. 

Return Conditions

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.

• 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. 

• 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

If an order is cancelled or refunded after payment has been processed, we reserve the right to withhold non-recoverable costs, including but not limited to payment processing fees, administrative handling, and transaction costs charged by third-party payment providers. Payment processors do not return their fees once a transaction has been completed. As a result, refunded amounts may be issued minus this processing deduction.

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.