Refund policy

Exchange & Refund Policy (MET-AL)

Thank you for shopping with MET-AL. By placing an order, you agree to the terms below.

1. Cancellations (Pre-Dispatch)

• Standard Items: Orders for standard items may be cancelled for a full refund if the item has not yet been dispatched.

• Custom Orders: If production has already begun on a custom order (including House Numbers and Custom Signage), a cancellation fee will be applicable to cover materials and labor already utilised.

2. Refunds or Exchanges (14-Day Window) You may request a refund or exchange for standard products (Wall Art and Shelving) within 14 days of delivery. To initiate a return, please email orders@met-al.co.za. Please refer to point #3 for full list of refundable items. If you items falls within the non-refundable list, no refund or exchange can be made. 

3. Non-Refundable Items The following items are final sale and cannot be returned or exchanged unless defective:

• Custom projects (Signage, Business Logos, Custom Artwork, Custom Shelving).

• House Numbers.

4. Return Process & Condition

• Packaging: Items must be returned in their original packaging to ensure safe transport.

• Collection: We will arrange a courier collection at your convenience.

• Inspection: All items will be inspected upon return.

  • Good Condition: Refund processed (subject to deductions below).

  • Repairable Damage: Partial refund issued.

  • Irreparable Damage: No refund issued.

  • Note: If the item is returned damaged due to poor packaging by the customer, the refund request will be voided.

5. Refunds & Fees Refunds are processed via EFT to the bank details you provide.

• Timeline: Please allow 5–7 business days for the funds to reflect in your account after the item has been inspected and approved.

• Deductions: The refund amount will be the product price minus:

  1. The return courier fee (fee charged by courier to recollect order).
     

• Bank details: Please ensure correct bank details are supplied. We will not be held liable should the refund be paid in a incorrectly supplied bank account.

6. Modifications (Color or Size Changes) If you wish to change the size or color of a standard item after delivery, please email us. These changes are subject to:

1. Courier fee to return the item.

2. A Change/Modification Fee (quoted on request).

3. Courier fee to deliver the new item.

7. Damaged or Defective Goods If your order arrives damaged, you must contact us within 48 hours of delivery at orders@met-al.co.za.

• Please include clear photos of the damage and the packaging.

• We will arrange a replacement or solution at no cost to you.

• Failure to report damage within 48 hours may result in the claim being rejected by our courier partners.