Returns & Refunds Policy

Important: Almost all of our products are made to order. Because Metal Profiles Ltd manufactures aluminium copings, fascia, soffits, rainwater goods, and related profiles to each customer’s specific dimensions and chosen RAL or BS colour, the vast majority of orders cannot be returned or refunded once production has begun. We encourage you to verify your measurements, colour choices, and product specifications carefully before placing your order. Our team is happy to advise before you commit.

Understanding Our Products and Why This Policy Exists

Metal Profiles Ltd is a specialist manufacturer and supplier of aluminium architectural profiles based in Chelmsford, Essex. Our product range includes aluminium copings, fascia and soffit systems, rainwater goods (gutters, downpipes, box gutters), metal planters, door canopies, window surrounds, and a full range of installation accessories.

The majority of our products are manufactured to order. This means that when you place an order, we begin production specifically for you: cutting aluminium to your specified lengths, forming profiles to your required dimensions, and applying your chosen powder coat colour. Because no two orders are identical, we are unable to simply place an unused item back onto a shelf and sell it to another customer.

This returns policy has been written to be transparent about what we can and cannot accept, to protect both our customers and our business, and to comply fully with the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Return Eligibility at a Glance

The table below sets out whether each type of product or order can be returned. If you are unsure which category your order falls into, please contact us before purchasing.

Product / Order Type	Returnable?	Time Limit	Conditions
Standard stock accessories (sealant, fasteners, touch-up paint, spray cans)	Yes	30 days	Unused, unopened, original packaging
Mill finish standard profiles (uncut, unprocessed standard lengths)	Yes	30 days	Unused, undamaged, original packaging
Cut-to-length profiles (any profile cut to a customer-specified size)	No	—	Made to order; non-returnable
Powder-coated products (any RAL or BS colour)	No	—	Custom manufactured; non-returnable
Bespoke / custom profiles (non-standard shapes or dimensions)	No	—	Made to specification; non-returnable
Any product damaged in transit	Yes	48 hours from delivery	Photographic evidence required; reported within 48 hrs
Any product with a manufacturing defect	Yes	30 days	Evidence required; we will repair, replace, or refund
Wrong item delivered (our error)	Yes	48 hours from delivery	Contact us immediately; we will arrange collection

Not sure whether your product is standard or custom?

As a general rule: if your order includes a specific RAL or BS powder coat colour, has been cut to a length you specified, or has been formed to non-standard dimensions, it is a custom order and is not eligible for return unless it arrives defective. Contact us at info@metal-profiles.co.uk before placing your order if you have any doubt.

How to Return an Eligible Item

If your item falls within the eligible categories above, please follow the steps below. We cannot accept returns that are sent back without prior authorisation.

Contact our customer service team

Email info@metal-profiles.co.uk or call 07340225745 within the applicable time window. Include your order number, the product name, the reason for your return, and clear photographs if the item is damaged or defective.

Receive your Return Authorisation Number (RAN)

We will review your request and, if approved, issue you a Return Authorisation Number by email. Returns sent without a RAN will not be accepted at our facility and may be returned to you at your cost.

Package the item securely

Repack the item in its original packaging wherever possible. Aluminium profiles must be protected against surface damage during transit. Mark the outside of the parcel clearly with your RAN. Damaged goods received due to inadequate return packaging may result in a reduced refund.

Arrange return shipment

Unless the return is due to our error, damage in transit, or a manufacturing defect, the cost of return postage is your responsibility. Use a tracked and insured courier service. We recommend retaining proof of postage. Metal Profiles Ltd cannot accept liability for items lost or damaged during return transit.

Send to our returns address

Return goods to: Metal Profiles Ltd, 17 Redhills Road, South Woodham Ferrers, Chelmsford, CM3 5UL. Please include a copy of your original order confirmation and your RAN inside the parcel.

Inspection and confirmation

Upon receipt we will inspect the returned goods. You will receive a confirmation email within 2 working days of us receiving the return. If approved, your refund will be processed within 5 to 10 working days to your original payment method.

Cancelling Your Order

Because production begins promptly after an order is placed, our cancellation window is strictly limited. Please check your order confirmation carefully immediately after placing it.

Cancellation window: 72 hours from the time of order placement. If you wish to cancel your order for any reason, you must contact us within 72 hours of placing it. Orders that have entered the production queue after 72 hours cannot be cancelled and will not be eligible for a refund, regardless of whether the goods have been dispatched.

How to cancel

To request a cancellation, contact us by phone on 07340225745 (Monday to Friday, 6:30am to 4:30pm; Saturday, 8:30am to 12:30pm) or by email at info@metal-profiles.co.uk. Please have your order number ready. We will confirm whether cancellation is still possible and, if so, process a full refund within 5 to 10 working days.

Partial cancellations

If your order contains both standard accessories and custom-made profiles, it may be possible to cancel the standard accessories portion only. This will be assessed on a case-by-case basis depending on the stage of processing.

Damaged, Defective, or Incorrect Goods

We take quality extremely seriously. All products leave our Chelmsford facility in good condition and are packaged to withstand standard courier handling. However, occasionally goods arrive damaged in transit or with a manufacturing defect. This section explains your rights in these situations.

Goods damaged in transit

If your delivery arrives with visible damage to the outer packaging, you must note this on the courier’s delivery documentation at the point of acceptance. Do not sign as “received in good condition” if the packaging is clearly compromised.

• Photograph the outer packaging damage before opening.
• Photograph the product damage after opening.
• Contact us within 48 hours of delivery at info@metal-profiles.co.uk with your order number and photographs.
• Do not attempt to install or process damaged goods before contacting us.

We will arrange a replacement or issue a full refund as appropriate. Metal Profiles Ltd will cover the collection cost for damaged goods; you will not be charged for return shipping in this scenario.

Do not delay reporting damage.Claims for transit damage reported after 48 hours may not be accepted. Our couriers require prompt notification in order for us to raise a claim on your behalf.

Manufacturing defects

If you discover a manufacturing defect in any product (including dimensional inaccuracies, coating adhesion failures, or material faults), please contact us within 30 days of delivery. We will assess the defect and, where confirmed, offer one of the following remedies at our discretion:

• Replacement of the defective item at no charge.
• A partial or full refund, depending on the nature of the defect and whether the item has been installed.
• A repair or modification where this is a practical and agreed resolution.

Powder coating tolerance.

Our powder coat finishes are applied in accordance with industry standards. Slight variations in gloss level between batches are a known characteristic of powder coating and do not constitute a manufacturing defect. Colour matching is performed against current RAL and BS standards; slight visual variation between a screen-viewed colour swatch and the finished product is inherent to the powder coating process and is not grounds for return.

Wrong item delivered

If we have dispatched the incorrect product, please contact us within 48 hours of delivery. We will arrange collection of the incorrect item and dispatch the correct order as a priority. You will incur no additional cost in this scenario.

Refunds

Approved refunds are processed to the original payment method used at checkout. The timing from approval to funds appearing in your account depends on your payment provider but typically follows the schedule below.

Refund Reason	Refund Amount	Processing Time
Cancellation within 72 hours (order not yet in production)	Full refund	5–10 working days
Eligible return of standard stock item (unused, original condition)	Full refund (less return shipping if applicable)	5–10 working days after receipt
Transit damage (reported within 48 hrs, photographic evidence provided)	Full refund or replacement	5–10 working days after investigation
Confirmed manufacturing defect	Full or partial refund, or replacement	5–10 working days after inspection
Returned item received in damaged or used condition	Partial refund (at our discretion)	5–10 working days after inspection
Custom / powder-coated order (no defect)	No refund	—

You will receive a confirmation email when your refund has been approved and processed. If you have not received your refund within 10 working days of receiving our confirmation email, please contact your bank or payment provider before contacting us, as processing times can vary.

Exchanges

If you wish to exchange a standard stock product for a different size, colour, or profile, please contact us within 1 to 3 working days of placing your original order. Exchanges are subject to the stage of production and are assessed on a case-by-case basis.

To request an exchange, email info@metal-profiles.co.uk with your order number, the product you currently have or have ordered, and the product you would prefer. We will advise whether an exchange is possible and, if a price difference applies, arrange for any additional payment or refund accordingly.

Exchanges for custom or powder-coated items.Once a custom order has entered production, it cannot be exchanged. If you have specified an incorrect colour or dimension, please contact us as soon as possible. If production has not yet started, we may be able to amend the order; however, this cannot be guaranteed.

Non-Returnable Items

The following categories of products and orders are non-returnable under our policy, except where they arrive damaged or with a manufacturing defect:

• All powder-coated products in any RAL or BS colour, regardless of whether the colour is a standard stocked shade or a bespoke specification.
• All cut-to-length profiles where the customer specified a particular length or combination of lengths.
• All bespoke or non-standard profiles manufactured to a customer’s specific dimensional or design requirements.
• Sealant, adhesive, and chemical products that have been opened or partially used.
• Touch-up paint and spray cans that have been used or the seal has been broken.
• Any item that has been installed or fixed in place, even partially.
• Items returned without a valid Return Authorisation Number.
• Items returned after the applicable returns window has closed.

Your Statutory Rights Under UK Law

This returns policy does not affect your statutory rights as a consumer under UK law. Under the Consumer Rights Act 2015, you are entitled to goods that are:

• Of satisfactory quality: free from defects, safe, and durable.
• Fit for purpose: suitable for the purpose for which goods of that kind are commonly supplied, and for any specific purpose made known to us before purchase.
• As described: matching the description, sample, or model shown at the time of sale.

If goods do not meet these standards, you have the right to a repair, replacement, or refund regardless of our returns policy. Within the first 30 days, you are entitled to a full refund for goods that are not of satisfactory quality, not fit for purpose, or not as described. Between 30 days and 6 months, we have one opportunity to repair or replace the item before you can claim a refund.

If you are a business customer purchasing goods for commercial use, the Consumer Rights Act 2015 consumer protections do not apply. Business-to-business transactions are governed by the terms set out in our standard Terms and Conditions of Sale.

Online and distance selling rights.

If you are a consumer (purchasing for personal, non-commercial use) and you placed your order online, you may have a 14-day right to cancel under the Consumer Contracts Regulations 2013. However, this right does not apply to goods that are made to a consumer’s specifications or clearly personalised. As virtually all of our products are custom-manufactured to order, this exemption will apply to the majority of online orders placed with Metal Profiles Ltd.

Powder Coating Policy

All powder-coated products supplied by Metal Profiles Ltd are finished using external-grade polyester powder to a minimum dry film thickness (DFT) in accordance with industry standards. Colour is matched against current RAL and BS reference standards.

What we guarantee

• Powder coat applied to a minimum DFT consistent with external-grade specification.
• Colour matched to the RAL or BS reference number specified on your order.
• Application free from runs, sags, blistering, or significant adhesion failures at the point of delivery.

What is outside our control and does not constitute a defect

• Minor batch-to-batch variation in gloss level, which is a normal characteristic of the powder coating process.
• Colour variation between digital screen representations and the physical finished product. RAL and BS colours viewed on a screen are subject to monitor calibration differences and cannot be guaranteed to match exactly.
• Fade or colour shift caused by prolonged UV exposure, which is a natural material behaviour and not a manufacturing fault.
• Damage to the powder coat surface caused by incorrect handling, abrasive contact, chemical exposure, or improper installation on site.
• Surface marks or minor scratches that occur during transit and have been noted on the delivery documentation at the point of receipt.

Touch-up provision.

We supply colour-matched touch-up paint and spray cans for minor on-site repairs to the powder coat finish. These are available in our accessories range and are recommended for all installation projects. Visit metal-profiles.co.uk/product/touch-up-paint to order.

Short Deliveries and Incorrect Quantities

You are responsible for checking the contents of your delivery against your order confirmation at the point of receipt or within 24 hours of delivery. If the quantity delivered does not match your order, or if items are missing from the delivery, please contact us within 24 hours at info@metal-profiles.co.uk with your order number and details of the discrepancy.

Claims for short delivery or missing items raised more than 5 working days after the delivery date may not be accepted.

Complaints Procedure

If you are not satisfied with how your return, refund, or exchange request has been handled, please escalate your complaint in writing to info@metal-profiles.co.uk with the subject line “Formal Complaint” and your order number. We aim to acknowledge all formal complaints within 2 working days and provide a full response within 7 working days.

If you remain dissatisfied after our internal complaints process has been completed, you may wish to seek independent advice from Citizens Advice or consider alternative dispute resolution through an approved scheme.

Frequently Asked Questions

Get in Touch

If you have a question about your order, a return, or anything covered in this policy, our team is here to help. We are a small, specialist team based in Chelmsford and we aim to respond to all enquiries promptly.