Return & Claim Policy

2ndMetal sells/facilitates industrial off-cuts, cut sizes, project excess and secondary materials. These are often unique pieces and are not returnable merely because the Buyer changes its mind, changes a project requirement, over-orders, selects the wrong material or no longer needs the item.

Wrong material grade supplied compared with the confirmed order.

Material dimensions materially differ from the confirmed order beyond reasonable measurement/cutting tolerance.

Quantity shortage.

Material condition materially worse than disclosed in the listing/order.

Material represented as having MTC/heat-number traceability where that representation is materially false or the promised document is unavailable.

Wrong cutting/processing performed by the Seller or an approved processor compared with the Buyer-approved final instruction.

Material delivered is not the material ordered or is materially damaged in transit, subject to evidence and transport responsibility.

Buyer changed its mind or project.

Buyer ordered incorrect dimensions, grade, standard or quantity.

Buyer expected a different cosmetic appearance that was not promised.

Minor surface marks, oxidation, cut edges or handling marks consistent with the disclosed condition/category.

Difference between theoretical and actual weight where dimensions/material conform and theoretical weight was the stated commercial basis.

Buyer rejects material solely because it is an off-cut, project excess or secondary material when that category was disclosed.

Custom-cut material where cutting followed the Buyer-approved instruction.

Claim Type — Recommended Notice Period

Visible shortage / obvious damage / wrong item — Within 24 hours of delivery/pickup

Dimensions / condition discrepancy — Within 2 business days

MTC / traceability documentation issue — Within 3 business days

Latent technical issue — Promptly after discovery and before material is materially altered, subject to evidence and applicable law

The Buyer should not fabricate, weld, machine, coat, install, resell or otherwise materially alter disputed material unless 2ndMetal authorizes it or doing so is reasonably necessary to prevent further loss.

2ndMetal order/invoice number.

Photographs of the full material and discrepancy.

Photographs of markings/heat number.

Measurement photographs using suitable calibrated/credible tools where dimensions are disputed.

Delivery note/POD.

Relevant MTC/document.

For technical claims, test/inspection evidence reasonably requested by 2ndMetal.

Depending on responsibility, evidence, material uniqueness and commercial practicality, 2ndMetal may arrange one or more of: replacement, re-cut/rework, collection/return, partial credit, refund of the affected material, or rejection of the claim. Refunds do not automatically include indirect project delay, production loss or consequential costs.

The Buyer must approve final cutting dimensions before processing. Buyer instruction errors are Buyer responsibility. Processor deviations from the approved instruction will be investigated and, where substantiated, remedied in a commercially reasonable manner.

Visible transport damage should be noted on the POD and photographed before unloading where practical. Responsibility will be assessed based on who arranged transport, loading condition, securing and evidence.

Approved refunds/credits will normally be processed to the original payer/payment method or through the Buyer’s business account, subject to reconciliation, VAT documentation and banking/payment-provider timelines.