Returns and refunds

Returns, cancellations and refunds — effective 14 October 2026

Contact us

Email sales@merchantsteelsolutions.com or telephone 01480 775172 with your order number. Our correspondence and return address is Merchant Steel Solutions Ltd., 1 Blackstone Road, Stukeley Meadows Industrial Estate, Huntingdon, PE29 6EF. Contact us to arrange safe collection of bulky steel or hazardous goods; do not send gas cylinders through an ordinary parcel service.

Faulty, damaged or incorrect goods

Your statutory rights apply. Consumers are entitled to goods of satisfactory quality, as described and fit for an agreed purpose, with remedies including the short-term right to reject qualifying faulty goods normally within 30 days and repair, replacement, price reduction or refund rights as applicable. Please tell us promptly about problems, but a short reporting deadline or delivery signature does not remove consumer rights.

We arrange collection at our cost where bulky steel delivered by us locally needs returning because it is faulty or incorrectly supplied. We bear reasonable necessary return costs for other goods supplied incorrectly or defectively. Manufacturer warranties are additional to your rights against us.

Consumer change-of-mind cancellation

For eligible online, telephone or other distance-sales goods, you may cancel without giving a reason from placing the order until 14 days after the day you receive the goods. For one order delivered in separate parts, this normally runs from receipt of the last item. Notify us by email, post or another clear statement. Return the goods within a further 14 days after notifying us. Contact us for collection arrangements for bulky steel.

You pay direct change-of-mind return costs only where the required information was supplied before ordering. For bulky goods that cannot normally be returned by post, we must disclose the collection cost or a reasonable maximum estimate before your order; if we have not done so, we bear that cost. There is no consumer cancellation restocking or administration fee.

We refund the price and our least expensive standard outward delivery charge when the whole order is cancelled, as required by law. A premium-delivery upgrade is refunded only up to the standard amount. We refund by the original payment method without a refund fee, within 14 days of cancellation notification, but may withhold a goods refund until we receive the goods or evidence of their return, whichever is earlier, unless we have offered to collect them.

You may handle goods as reasonably necessary to inspect them as you would in a shop. Where lawful, a deduction may reflect the actual loss in value caused by more extensive handling. Original packaging is helpful but is not a condition of statutory cancellation.

Genuinely bespoke goods and services

Goods genuinely made to your individual specifications or clearly personalised may be exempt from change-of-mind cancellation if the exception is explained before purchase. Merely being made to order, ordered from a supplier or chosen from standard options is not automatically enough. Faulty-goods rights always remain. Separate services and hire require agreed terms and any legally required express consent to start during a cancellation period.

Business and in-person purchases

Consumer distance-selling change-of-mind rights do not apply to genuine business purchases or ordinary in-person purchases. Returns of correctly supplied goods in those cases require our agreement. Any agreed business restocking or collection charge will be explained; this does not affect rights for our breach or non-conforming goods.

Optional cancellation form

To Merchant Steel Solutions Ltd. at the address or email above: I/we cancel my/our contract for these goods: ________. Order number: ________. Ordered on/received on: ________. Customer name and address: ________. Signature (paper only): ________. Date: ________.

Read our Terms and conditions for the full terms. Your statutory rights are not affected.