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Returns & Refunds - Footer Navigation

HOW DO I RETURN AN ITEM FROM THE UK?

If you have changed your mind about the product you have received and wish to return it, you have 14 days for a full refund of the product cost. To return your item, follow these easy steps:

Email us at: sales@blackcountrymetalworks.co.uk
Include your full order number and delivery postcode
Let us know which item you are returning, either by the SKU code or product name and the reason why
The items being returned, should be in a perfect, resaleable condition and well packaged, in either the original or likewise packaging and addressed to:

Returns Department

Black Country Metal Works

Whitehall

Aston

Oswestry

SY11 4JH

Return to us using the courier service of your choice, ensuring the order number is clearly visible on the packaging. Make sure to ask for and retain your receipt as proof of return, BCMW cannot be held responsible for any items that may be damaged or go missing in transit.
Returns may take a little while to be processed from the date they return at our goods in. As soon as it has been processed you will receive an email to confirm.
Your refund will be provided approx. 10 working days after this return has been processed.

If you return your item without contacting us beforehand, you may incur a £20.00 administration fee to cover the extra work involved in processing your return.

Depending on the size and nature of your item, you may incur a 25% restocking fee which will be deducted from the purchase price of the item before being refunded back to you. At their descrection, BCMW shall make reimbursement of the whole or part of the purchase price.

If avoidable damage occurs to return items through poor packaging, lack of packaging or if a product has been used, then BCMW has the right to reduce the refundable value amount. This will depend on circumstances, the damaged occurred and if the item can be repaired.

HOW DO I RETURN AN ITEM FROM EUROPE?

For customers outside the EU, goods can only be returned if faulty.

HOW LONG DO I HAVE TO RETURN AN ITEM?

You have 14 days to return the item back to us, from date of delivery.

HOW DO I RETURN AN ITEM THAT WAS DELIVERED MORE THAN 14 DAYS AGO?

Please call us on 01691 610952 to discuss further.

ARE THERE ANY ITEMS I CANNOT RETURN?

Due to the nature of bespoke designs, cut to size and made to order goods, we are not able to accept returns, as they have been specially prepared for you. Where local works and artists have been used, they may hold stock and so returns may be accepted on a case-by-case basis.

WHAT HAPPENS IF I HAVE RECEIVED A FAULTY OR DAMAGED PRODUCT?

We are really sorry to hear the item or order you have received is not in its perfect condition. To help rectify this for you, please notify BCWM within 48 hours of delivery and follow these steps:

Take photographs of box (if box is damaged in transit) and pictures of the item which is faulty or damaged.
Email pictures along with full order number and delivery postcode to sales@blackcountrymetalworks.co.uk

BCMW will review the issue and, if items are agreed to be faulty or incorrect, it will be rectified according to the discretion of BCMW. The customer must not return any items themselves until a response has been given by BCMW with the necessary steps to ensure any product issues are rectified (an exchange). In some cases, BCMW will send out materials or parts to rectify the issue (eg. touch-up paint etc).

BCMW under no circumstances will be liable to the customer for economic loss, loss of profit or loss of business because of fault or incorrectly received goods. Before installation or use of any item, it is the customer’s responsibility to ensure that they are happy with the goods. For more information, click here.

The customer must not, in any way, rework or correct the product without explicit agreement in writing. If rework or amendments are made without written agreement, BCMW cannot be held responsible for any issues and the item cannot be returned to us.

If the item proves not to be faulty when tested back on site, then only the purchase price will be refunded and not the cost of delivery to you or return delivery to us.

WHAT HAPPENS IF I WANT TO RETURN A LARGE HEAVY ITEM, INCLUDING THOSE ON PALLETS?

For palleted items, please ensure you retain all packaging. Should you wish to return an item, it will need to be repackaged using the original pallet supplied. If packaging has not been retained, you will incur a 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. 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.

If any damages have occured during transit, the customer must notify BCMW within 48 hours, following the same format as the 'what happens if I have received a faulty or damaged item' category. We will then advise whether the item needs to be returned to us in order to rectify the issue.

CAN I EXCHANGE MY ORDER?

We do not currently offer exchanges.

If you want to book an exchange service with us and the courier, there is a minimum charge of £15.99 to cover courier costs for collection and returns (dependant on size and location)

If you want to return the item back at your own cost, we can simply place a new order on our system.

In both cases, please email sales@blackcountrymetalworks.co.uk with the following information:

The reason for the exchange.
The SKU code or product name of the item you are wanting to exchange
The SKU code or product name of the item you are wanting to change to
Your full delivery postcode and order number
Which option you would like to proceed with

BCMW will review and provide you with the best contact number for additional payment.

WHAT HAPPENS IF MY ITEM HAS BEEN INSTALLED AND I AM NOT HAPPY WITH IT?

It is the customer’s responsibility to thoroughly check delivered goods before installation is undertaken. For more information, click here. We suggest seeking the help and advice of a register tradesperson when installing items to ensure each item is installed to the correct UK regulations. Should you become dissatisfied with the product after it has been installed or used, BCMW cannot be held responsible for any costs associated with the de-installation of the product or item. BCMW must be contacted immediately to discuss your concerns before sending any items back. The customer must confirm in writing, that the item or goods in question have been serviced and maintained correctly in accordance with BCMW maintance and installation guides. The customer must not, in any way, rework or correct the product without explicit agreement in writing. If rework or amendments are made without written agreement, BCMW cannot be held responsible for any issues and the item cannot be returned to us.

For more information on how to contact BCMW and the processes, please follow the above category sections: How do I return an item from the UK or if the item is damaged follow our what happens if my item is damaged or faulty.