Refunds and Returns

If you wish to return your product, you must do so within 14 working days of the delivery date. This is your right under the Consumer Contracts Regulation 2014. Please note Business to Business contracts are not covered under this Regulation. Please contact OneSteel for Business Terms and Conditions. A returns form must be filled in prior to return which is available via email. It is the customers responsibility to return purchases through their chosen courier. The goods must be in the condition they were received, in the original boxing and with the packaging intact. The customer will be liable for the dispatch and return costs. Above conditions do not apply to orders that have been placed that are deemed to be customised, bespoke or made to order and special order non stock lines. These are non returnable unless they are proven to be faulty or damaged, in these cases they will be repaired to good condition. If unable to repair an offer of refund of monies or supply of replacement will be made

If you wish to return damaged or incorrectly supplied goods then you must inform us in writing via email within 3 days from the date of delivery. You must report inherent defects in the goods to us in writing via email within 7 days from the date of delivery. Where we have received notification within the correct deadline then we (at your option) replace or exchange the goods or refund the price of the item after the goods have been returned.

If the goods are faulty, incorrect or damaged on delivery we will meet the cost of the return (but we ask to nominate the returning carrier) and we will refund the price paid for the goods including delivery charges.

Please ensure in both of the above situations that the item is securely wrapped and protected for transit. Failure to do so will mean that we will deduct our recovery costs from any refund we owe you.

Once we have received and verified the returned goods we will initiate the refund, replacement or exchange. Please note from the date of return that we endeavour to initiate a refund within 7 working days but please allow up to 21 days.

This policy is in addition to any statutory rights that you may have as a consumer, which remain unaffected.

We are unable to accept any items which have missing parts or damage unless otherwise informed after inspection of the items on delivery within 3 working days. No claims can be made for damaged or missing items once the courier has left the delivery address unless signed for as ‘damaged’ or ‘missing’.