Delivery can be to any address as long the address at which your payment card is registered is also present on your order. All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure you keep the receipt enclosed with your goods.
When you add products to your Shopping Basket, the appropriate delivery charge will be added automatically. You will always be able to see this charge before submitting your order. All delivery timescales are subject to product and delivery slot availability. Small parcels may be delivered via Royal Mail. Delivery is next working day subject to availability. However, delivery may take up to six working days.
Please check you items for missing or damaged parts and inform us within 48 hours of receiving your order so any issues can be resolved.
The contents of your order and your delivery postcode area will determine which delivery services you will be offered. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses. Delivery will be between the hours of 7am and 6pm; we are unable to confirm a time.
Polydon Industries Limited t/a Metalines.com will select the most appropriate carrier for your goods. This means your delivery may arrive in more than one batch to ensure your order is transported in the best possible way.
Whilst every reasonable effort shall be made to keep to any delivery date, time of delivery shall not be of the essence and Polydon Industries Limited shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. The risk in the goods shall pass from the company to the customer upon delivery of such goods to the customer.
You will only pay one delivery charge per order, depending on the contents of your order and your chosen delivery service. When you have added items to your shopping basket, the standard delivery charge for those products will be automatically applied to your order.
Our Product Returns Policy
Please find below a guide to our returns procedure, aimed to make replacement or repairs of faulty products simple and fast.
If you need to return a product purchased from Polydon Industries Limited then you have 28 days to do so. Please note that cut to length steels are a bespoke product that once cut cannot be returned, if in this case please contact our sales staff as it is at our discretion whether we will accept the return of the cut to length steel.
The returned goods must be in a resalable state and any goods or accessories that accompany the returned product must also come back to us. The goods should also be returned with their original box, packing and accessories. If the return is due to missing or faulty parts then we will offer a full refund or replacement provided we are aware of this within 10 working days. Any refund, which is due to a fault or other defect, will include a refund of the applicable delivery charge.
Your order may arrive and be the latest model as and when the manufacturer has launched a new version. You will be contacted before your order is dispatched if the part cannot be used as a direct replacement.
Please contact our sales team for information on corresponding returns addresses.
This returns policy does not affect your legal rights.
Please check our products for their individual warranty periods, some products such as cut to length steels are not covered under any warranty and once cut cannot be cancelled or returned.
All warranty returns require a returns number which can be obtained by contacting our sales team. If the return is for a product with a suspected fault covered under warranty, you will first need to contact our technical or sales team who will issue the returns number. A returns number must be obtained before sending the product back. A returns number must be obtained before returning the product to the branch where it was purchased.
We do not offer advanced replacements, if you require a replacement product to be sent out in advance of the suspected faulty unit being returned, a purchase order or payment will be required. If we can find no fault with the original returned product (or it has been damaged and therefore not under warranty) a credit will not be raised and the original item will be returned to you. We may require payment for the return of not-faulty goods in some circumstances.
It is important you are aware that we are issuing a returns number based solely on the information you have given us. This does not automatically confirm that the product is faulty as we can only diagnose a suspected fault based on what we are told over the telephone. Please be aware that your original product may not actually be faulty but might have been incorrectly installed, damaged during installation or unintentionally damaged during operation. When we receive the suspected faulty product back, it will be fully tested. If the product, which is within the warranty period, is found to be faulty, a credit, repair or replacement product will be issued, depending on the requirement. If no fault is found with the product, then the product will be returned to you with a copy of the inspection sheet and no credit or replacement will be issued.
Please be aware that if we receive a product without a Returns number, we will not be able to process it and it will be quarantined awaiting further instruction from the customer.
Please note the following fault causes will negate the product warranty:
- Water ingress.
- Unauthorised component replacement, using non genuine manufacturer products.
- Insect damage
- Third party damage (e.g. evidence of a product that has been forced, or incorrect installation)
Under these circumstances, we will not raise a credit for the products or issue new products without charge.
Where products have been ordered and are not required we will accept the products back under the following conditions:
- The products have not been installed
- The products are returned as complete items
- All packaging and instructions for each product are as new
A re-stocking charge will be imposed on all unwanted returns. The amount will depend upon the condition of the products but will be a minimum of 20% of the value of the product for all returns within 30 days of the original purchase date. Depending on the circumstances, we reserve the right to impose a higher re-stocking charge. Any products that we receive back that are not in the original packaging, which will enable us to re-sell the products to another customer, will be returned to the sender and no credit issued.
Repairs for products out of warranty will be conducted on a chargeable basis, we will advise of the inspection fee at the time a returns number is generated, a purchase order will be required prior to the inspection taking place. Customers who do not hold a credit facility with us will need to pay for the inspection charge by pro-forma or credit card.
Where we do perform a repair, the repaired element of the product will come with a 3 month warranty from date of the repair shown on the invoice. However, please be aware that we are not able to repair any products for obsolete systems.
When sending goods back to the manufacturer for Credit or repair:
Please Package all items securely in an outer carton and ensure that the manufacturer’s packaging is not marked in any way and will not be damaged during transit. Insert the returns paperwork we send to you inside the packaging.
Once your items are received in our warehouse if they returned for credit they will be thoroughly checked and if found to be in a suitable condition, a credit will be issued via your original payment method, less any applicable re-stocking charge. Please be aware that if we receive a product without a returns number, we will not be able to process it and it will be quarantined awaiting further instruction from the customer.
Polydon Industries Limited shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.
Cancellation of Orders
You are able to cancel your order prior to shipping with no cost penalty being incurred and full credit of your account if monies have already been taken. You can cancel an order by following the links on the Polydon Industries Limited (www.metalines.com) website, or by phoning us on 01302 327172.
For more information or to discuss the contents of this delivery and returns policy further please feel free to contact our sales team using our contact us page on our website (www.metalines.com).