Returns & Refunds

At Kraft Metals, we want you to shop with confidence. If you need to return an item, request a replacement, or claim a refund, this page explains the process clearly. Our policy is designed to be fair and straightforward for individual crafters, schools, and trade clients alike.

Quick Guide to Returns & Refunds

Returns window: You may return items within 14 days of delivery.
Condition: Items must be unused, in original condition, and include protective film (if supplied).
Exclusions: Trimmed, custom-cut or laser-cut pieces are non-returnable unless faulty.
Refunds: Processed once returned items are inspected, usually within 5–7 working days.
Replacements: Damaged or incorrect items will be replaced at no extra cost.
How to start: Email sales@kraftmetals.co.uk with your order number and details.

Full Policy

1. Eligibility for Returns

We accept returns on most products within 14 days of receipt. Returned items must be in their original condition, unused, and where applicable, with the protective PVC film intact.

2. Non-Returnable Items

Custom-cut sizes, trimmed panels, and laser-cut designs (unless faulty)
Special order or bespoke finishes made to your request
Items showing signs of use, damage, or removal of protective films

3. How to Return

Please contact us at sales@kraftmetals.co.uk before sending any return. Provide your order number and reason for return so we can authorise and advise the return address. Items sent without prior notification may not be accepted.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method within 5–7 working days. Shipping costs are non-refundable unless the return is due to our error or a faulty product.

5. Exchanges & Replacements

If you receive a damaged or incorrect item, please notify us within 7 days of delivery. We will arrange a replacement at no extra cost, or issue a full refund where a replacement is not possible.

6. Faulty or Damaged Goods

We take care in packing our sheet metals, but if your order arrives damaged, please send photos of the packaging and product within 48 hours so we can resolve the issue quickly.

7. Trade & Education Orders

Orders placed by schools, colleges, universities, or trade clients are subject to the same fair return terms, with the exception that bespoke or bulk-optimised orders are non-returnable unless faulty.

Need Help?

If you have any questions about returns or refunds, please email sales@kraftmetals.co.uk or call 0151 526 4777.