Returns & Refunds

1. Changing your mind about an online order

For most online goods purchases, you can cancel without giving a reason. Tell us by the end of 14 calendar days after the day you receive the goods, then send them back within 14 calendar days after telling us. For an order delivered in separate parts, the statutory period normally runs from receipt of the last item or part. You may also cancel before dispatch where this right applies.

You pay the direct return postage for a change-of-mind cancellation. We do not charge a cancellation administration or restocking fee.

A clear email or letter is enough. An order number helps identify the purchase, but using our form or receiving a returns number is not a condition of a valid cancellation.

2. How to return a piece

1. Email or write to tell us you are cancelling, identifying the item and purchase. If there is a fault or damage, tell us that instead so the correct return arrangements can be made.
2. Protect the item in suitable packaging. Keep loose components together and prevent chains, pearls or delicate details rubbing in transit. Original packaging is helpful but is not compulsory.
3. Return it to The Metal Press, The Studio, 50 Saint James Street, Narberth, SA67 7DA, United Kingdom, unless we agree another address with you.
4. Choose a suitable postal service and keep proof of posting. A tracked service is recommended, not compulsory. Enclose your name and order reference or other information that identifies the return.

Please handle goods only as needed to establish their nature, characteristics and functioning, as you could in a shop. Where the law permits, we may deduct an evidenced reduction in value caused by handling beyond that—not automatically refuse a return or apply a fixed fee. We will explain any deduction.

3. Change-of-mind refunds

We will refund without undue delay and no later than 14 calendar days after receiving the returned goods or your evidence of sending them back, whichever happens first. If we have offered to collect the goods, the applicable deadline instead runs from your cancellation notice.

For cancellation of the whole order, the refund includes the original standard delivery charge. The additional cost of a premium delivery upgrade is not refundable. If you return only part of an order, we will explain any delivery refund due for the cancelled items.

Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. We will not require you to accept a credit note instead of a refund you are legally entitled to.

4. Personalised, bespoke, one-off and sale pieces

The change-of-mind right can be excluded for goods genuinely made to your specification or clearly personalised. We will identify this before you order. Being handmade, a one-off, or made after an order is received does not alone remove cancellation rights; neither do standard options automatically make a piece bespoke.

Ordinary sale items have the same statutory rights as full-price items. We do not exclude returns simply because an item is an earring. Any cancellation exception never removes rights where goods are faulty, unsafe or misdescribed.

5. Faulty, damaged, incorrect or misdescribed goods

Please contact us with the problem and reasonable proof of purchase. A photograph and order number may help, but the original receipt and packaging are not compulsory. We may need to inspect the piece and will explain what is reasonably needed. Do not pay for a repair on the assumption that you must do so to obtain a statutory remedy.

For qualifying faulty goods, you normally have a 30-day short-term right to reject, starting after delivery, and obtain a refund. Asking for or agreeing to a repair or replacement during that period affects the deadline under the statutory rules. A refund following a valid rejection is due without undue delay and within 14 days of our agreeing that you are entitled to it.

After that initial period, rights normally include a repair or replacement at no cost, within a reasonable time and without significant inconvenience. If this is impossible, disproportionate, unsuccessful or not provided as required, rights can include a price reduction or final rejection. You do not have to accept repeated unsuccessful repair attempts.

Where a statutory remedy applies, we pay the reasonable return costs. Contact us so we can arrange a suitable method or explain reimbursement; your rights do not depend on obtaining a returns number first. Other delivery or related costs will be dealt with as the law requires.

6. What the six-month rule means

It is not a six-month change-of-mind period or an automatic refund guarantee. When seeking a repair, replacement, price reduction or final rejection for a fault discovered within six months of delivery, the law normally presumes it was present on delivery, unless we establish otherwise or that presumption is inconsistent with the circumstances.

The separate 30-day short-term right to reject has its own evidence rules. After six months, statutory rights can continue, but you will generally need to show that the problem results from a fault present on delivery, including a hidden or underlying defect.

Accidental damage, misuse and fair wear are not the same as such a fault. A piece damaged by being caught or bent, for example, is not automatically entitled to a free repair. We consider the evidence, description, age and use of the item and the durability reasonably expected; tarnishing or plating wear is not automatically proof either of a defect or of misuse. We do not impose a shorter statutory claim period.

7. Purchases in person, exchanges and gifts

Ordinary purchases made in person at a shop or our usual market stall do not carry the same automatic change-of-mind right as online orders. Any additional arrangement offered at the time will apply. Rights for faulty or misdescribed goods remain. Collecting an order does not itself remove cancellation rights from a contract made online.

For an exchange, contact us about availability; another example of a sold one-off may not exist. Where a cancellation right applies, you may return and place a new order. For gifts, we can discuss the issue, but a payment refund will normally go to the original purchaser's payment method.

8. Optional cancellation form

Use this only if you wish to cancel. You may email it or print and post it; any other clear cancellation statement also works.

To: The Metal Press, The Studio, 50 Saint James Street, Narberth, SA67 7DA, United Kingdom; harrymetalpress@gmail.com.

I/We give notice that I/we cancel my/our contract of sale of the following goods: