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Cancellation & Refund Policy

Customer Cancellation & Refund Policy


1.1.) No cancellation of the whole or any part of any order, whether it is an order by instalments or otherwise, by the customer is permitted except where agreed in writing in advance by Black Country Metal Works.

1.2.) Goods, once delivered, may not be returned unless authorisation has been given as specified in condition 1.1 and provided that the following conditions are satisfied:-

Goods will only be accepted if they are brand new and in unused condition.

Packaged items will only be accepted if the package remains unbroken and in reasonable condition.

Goods will only be accepted if returned within 14 days of delivery.

1.3.) Where goods are returned by agreement, in every case, the invoice number, date, and a reason for return must be stated. 

Once goods are returned to our site, whether faulty, unwanted or otherwise, please allow up to 14 days for the item/s to be booked back in and for your refund to be processed.

1.4.) Due to the nature of bespoke and made to order goods, we are not able to accept cancellations if the item/s are in the manufacturing process, as these have been specially prepared for you. In some circumstances, works and artists may hold stock and so cancellations may be accepted on a case-by-case basis. Made to order incorporates both products and raw materials which are made for you or ordered for you.

We cannot take responsibility for any delays to your order as this is a bespoke service and delays can occur in production.


All refunds which are requested by private or web customers must be put in writing to us. Once put in writing to us, we will then confirm receipt of the cancellation request by writing back to the customer. 

2.1.) Black Country Metal Works shall make any reimbursement of the whole or part of the price and, where relevant, as a deduction from any part of the price remaining unpaid, should the item received be faulty or defective: -

The customer shall be responsible for ensuring the goods are fit for the purpose as described on the Black Country Metal Works website. Black Country Metal Works are not obligated to rectify any defect or fault uncovered past the warranty period for any item (please see individual product descriptions and our T&Cs to find out more about a specific guarantee).  

If any product fault or defect appears within the warranty period, it is the customer’s responsibility to promptly notify Black Country Metal Works of any goods alleged to be defective. It is then the customer’s responsibility to ensure that the item is stored in a safe place until such time as the company authorizes their disposal in writing. If any goods are alleged to be defective, the item shall, if so required by Black Country Metal Works, be promptly returned at the customer’s risk and expense to Black Country Metal Works for inspection.

Black Country Metal Works shall, in its responsible opinion, consider an item to be defective solely by reason of faulty design materials or workmanship. No attempt shall have been made by the customer or by any third party to remedy the defect before notifying Black Country Metal Works and, if so required, the goods in question shall be returned to Black Country Metal Works for inspection.

The customer confirms that the goods in question have been serviced and maintained properly in accordance with Black Country Metal Works recommendations and shall not have been fitted with any parts, components, or accessories other than those manufactured or recommended by Black Country Metal Works.

Faulty or Incorrectly Received Goods

2.2.) If an item is deemed to be faulty or incorrect upon receival, it is the customer’s responsibility to notify Black Country Metal Works of any issues within 48hrs of delivery. Black Country Metal Works can be notified via email at or via telephone on 0800 6888 386.

Black Country Metal Works will review the issue and, if items are agreed to be faulty or incorrect, it will be rectified according to the discretion of Black Country Metal Works. The customer must not return any item themselves until a written response is given by Black Country Metal Works with the necessary steps to ensure any product issues are rectified.

On receipt and inspection of the returned goods (within 21 days of receipt by the customer) to Black Country Metal Works, the customer can, at the discretion of Black Country metal Works, expect to receive a full refund for the goods.

If you send an item back to us without a returns number or previous notification, you may incur a £20 administration fee to cover the extra work involved in processing your return.

2.3.) The company shall, in no circumstances, be liable to the customer for economic loss, loss of profit, or loss of business as a result of faulty or incorrectly received goods. Before installation or use of an item, it is the customer’s responsibility to ensure that they are happy with the item. If you are not entirely satisfied with your item, you must notify us immediately. You must not rework or correct the product without our explicit agreement in writing. If rework is undertaken without written agreement, we cannot be held responsible for any issues and the item can no longer be returned to us.

Bespoke & Made to Order Goods 

2.4.) Due to the nature of bespoke and made to order goods, we are unable to accept returns as these may have been manufactured especially for you. Where local works or artists have been used, these too may not accept returns as the item may have been especially prepared for you.


3.1.) You must email and request a returns number (RMA), quoting your full name and address, delivery note number (if you have it) and the goods you wish to return so that we know what to expect from your return. You agree that if you send a return to us without a returns form and returns number, you will pay a £20 administration fee to cover the extra work involved in processing your return.

Faulty Goods - Returns Policy

3.2.) If your goods arrived damaged or only in part, please sign for the goods as “damaged” and notify us of this within 48 hours of receipt. Please carefully re-pack the goods in their original packaging or packaging of a suitable nature as to fully protect the goods on their return journey to Black Country Metal Works. 

All returns are inspected and tested. If the returned item proves not to be faulty when tested then only the product value will be refunded. You will not be refunded the cost of the delivery to you or the return delivery cost.

Large Pallet Deliveries – Returns Policy

3.3.) Please be aware that the costs of returning items to Black Country Metal Works will be considerably higher than what you were charged for delivery. This is because we subsidise our large pallet deliveries on their outbound journey to the customer.

For palleted items, please ensure that you retain all packaging. Should you wish to return an item, it will need to be repackaged as best you can using the pallet supplied. In the event that packaging isn’t retained, you will be incurred the respective cost as quoted to us by the courier. This cost will be reduced from the refundable value of your item.

For larger or palleted items (such as gazebos or large sculptures), it is the customer’s responsibility to cover any expenses associated with returning the item back to us if a complaint arises outside of the 24-hour grace period allotted from time of delivery. If any issues arise after the 24-hour grace period, as stated within this policy, you must notify us of this as soon as possible. We will then advise whether or not the item needs to be returned to us in order to rectify the issue. In some cases, we will send out materials or parts to rectify the issue (e.g. touch-up paint, etc). If a return is required, you must arrange and cover all financial implications to return the item in full without any harm or loss of parts. Thereafter, we will evaluate if any rework is necessary or if a refund in full or part can be actioned.

Installed & Used Goods - Return Policy

3.4.) It is the customer's responsibility to thoroughly check delivered goods before any installation is undertaken. Should you become dissatisfied with a product after it has been installed or used, we cannot be held responsible for any costs associated with deinstallation and it becomes the customer's responsibility to organise the safe return of said item. If you become dissatisfied about an installed product, you must contact Black Country Metal Works immediately to discuss your concerns before sending any items back to the company. Once approved and agreed upon by the company, the return of your item will follow the same procedure as stated throughout this policy.

Goods Returned Damaged or Used - Returns Policy

3.5.) It is the absolute responsibility of the customer to repack and ensure a safe and perfect return of all goods being sent back. If avoidable damage occurs through poor packaging, lack of packaging, or if the product has been used, then we reserve the right to reduce the refundable value. This will depend on the circumstances and the damage incurred and will be used to repair or replace the damaged item.

Checking Goods for Damage & Notifying Black Country Metal Works

3.6.) For small deliveries that arrive with carriers, you agree to open all boxes and thoroughly check the goods for damage and notify us of any damage within 48hrs of the delivery. If we are not notified of damage within 48hrs, we are unable to claim from either the manufacturer or the carrier. You agree to indemnify us in full for any losses we suffer as a result of your failure to notify us within 48hrs.

For larger deliveries, you agree to check the goods for damage before signing the delivery driver’s Delivery Note (GDN). If you sign for the goods, even if you write the words "unchecked" or similar on the delivery note, then you are accepting that the goods arrived in good condition and later claims for damages will not be considered. If the driver refuses to wait while you check the goods, you must refuse to accept the delivery and email with the details as soon as possible.

If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked before signing, and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery note without thoroughly checking the goods for damage. 

Changed Your Mind? - Returns Policy

3.7.) If you change your mind about the product you have purchased after you receive it, you can return it at any time within 14 days for a full refund of the product cost. On receipt and inspection of the returned goods (within 21 days of receipt by the customer) to Black Country Metal Works, the customer can, at the discretion of Black Country metal Works, expect to receive a full refund for the goods.

Depending on the size and nature of your item, you may be incurred a 25% restocking fee which will be deducted from the cost of the item before being refunded back to you.

You must notify us of the return via email  at or via telephone on 0800 6888 386 in order to receive your returns number (RMA). If you send an item back to us without a returns number, you may incur a £20 administration fee to cover the extra work involved in processing your return.

For customers outside of the European Union, goods can only be returned if faulty. 

It is your responsibility to ensure that returned goods reach us in a perfect, resaleable condition. They should be well packed in the original packaging, or packaging of an equal quality, and sent to:

Returns Department,
Black Country Metal Works Ltd
SY11 4JH

We cannot take responsibility for packages delayed, lost or damaged during the returns process. We recommend always using a tracked service. Please always retain your proof of postage.


All returns which include the applied social media discount still adhere to our Cancellation and Refund Policy. Any damages or issues with new products must be reported within 48 hours. In order to rectify any issues, the customer must be following the relevant social media account and we will follow our Cancellation and Refund Policy as we normally would. We reserve the right to withdraw any discount codes at any time. For more information about social media promotions, click here. 


We will endeavour to dispatch all goods ordered before our annual Christmas shut down on the 23rd of December 2020. For made/prepared to order items, please allow an extended 2-week lead time due to the works Christmas shutdown (23rd December till 4th January). 

For all regular orders placed after week commencing 16th December, it is difficult to guarantee pre-Christmas delivery. We do rely on national couriers to deliver to our customers and this process is normally completed within 48 hours of dispatch. Please note that couriers can experience slight delays due to the large influx of deliveries at this time of year and due to the current Covid-19 pandemic.

We may rely on local works to supply or create certain items and this can, at times, cause unexpected delays which are outside of our control. Any potential delay will be advertised with an approximate lead time on our website. Failing this, our customer service team will be in touch at the earliest opportunity to advise any delays or alternatives that are immediately available. 

All orders received after the 23rd of December will be processed after the 4th January 2021, including those with Free Next Day Delivery. 

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