Returns Policy
Metwall Returns & Refunds Policy
1. Scope
This Returns & Refunds Policy applies to goods supplied by Metwall under our standard terms.
We expect you should never need to use this policy. However, in the unlikely event that any of our products are faulty or defective, you may return those goods for assessment and replacement in accordance with this policy.
2. Returns for Change of Mind
Metwall does not accept returns where the purchaser has changed their mind, selected the wrong product, no longer needs the goods, or found the product cheaper elsewhere.
At Metwall’s discretion, a return may be accepted. If approved:
- Goods must be unused, uncut, uninstalled, and in original, saleable condition
- Goods must be returned with original packaging (where applicable)
- Return freight is the customer’s responsibility unless otherwise agreed
3. Custom-Made, Fabricated & Custom-Cut Sizes (No Returns)
Metwall does not accept returns, refunds, or exchanges on:
- Custom-made items fabricated to order
- Modified goods manufactured to customer specifications
- Custom-cut sizes, including steel edging cut to length or altered from standard sizing
These items are made specifically for your project and cannot be resold or repurposed. As such, all custom orders and custom-cut items are considered final once production begins.
4. Clearance & Discounted Stock
Goods sold as seconds, clearance items, or discounted stock are sold as-is and are not eligible for returns, refunds, or exchanges.
5. Faulty or Defective Goods
If you believe goods supplied by Metwall are faulty or defective, you must notify us promptly and provide:
- Your order or invoice number
- A description of the issue
- Photographic or video evidence clearly showing the problem
Metwall will assess the issue. If the goods are deemed faulty or defective, we may, at our discretion:
- Replace the goods,
- Provide a refund, or
- Issue a store credit.
In some cases, goods may need to be returned for inspection prior to a resolution.
6. Return Procedure
To return goods under an approved request:
- Repackage the goods securely to prevent damage during transit.
- Send the goods to the address provided (return freight is the customer’s responsibility unless agreed otherwise).
- Once goods are inspected and approved, Metwall will process the applicable replacement, refund, or credit.
7. Exclusions & Limitations
Metwall does not accept returns where:
- Goods have been installed, cut, drilled, bent, modified, or used
- Goods have been damaged due to improper handling, storage, transport, installation, misuse, or environmental exposure
- Goods are returned without an RA number
- A request is submitted outside the allowable timeframe
- Goods are custom-made or custom-cut (strictly non-returnable)
This policy does not affect your rights under Australian Consumer Law.
8. Timeframes
- Change-of-mind requests must be made within 7 days of delivery.
- Faulty or defective goods must be reported as soon as possible after discovery.
Requests made outside these windows may not be approved.
9. Contact Information
For all return and product enquiries, please contact:
Email: [email protected]
Phone: 0448 322 676
Address: 2/28 Greg Chappell Dr, Burleigh Heads QLD 4220
CONTACT US
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