Refund policy
Updated: Sunday, 19th July 2026
Applies to all orders placed on solidmetalwear.com
SOLID. Metalwear is committed to maintaining the highest standards of quality, safety, and hygiene for all intimate body-contact products. Our precision-engineered 304 stainless steel cock rings are hand-finished to exacting standards. Because these products come into direct contact with the body, every item is supplied with a tamper-evident hygiene seal.
This policy sets out the terms under which returns, cancellations, and refunds may be requested. It reflects the differing legal requirements that apply in different jurisdictions and should be read alongside our Shipping Policy.
1. Regional Application
United Kingdom and European Union
Customers in the United Kingdom and European Union have statutory consumer rights, including a 14-day right of withdrawal for change of mind, subject to the strict hygiene conditions set out below.
United States and All Other International Countries
Customers outside the United Kingdom and European Union do not have a statutory right of withdrawal or cooling-off period. Change of mind returns and pre-dispatch cancellations are not accepted from these destinations. All sales to the United States and other international countries (outside the UK and EU) are final.
2. How to Request a Cancellation or Return (UK & EU only)
For customers in the United Kingdom and European Union, all cancellation and return requests must be submitted through one of the following official channels only:
The “View your order” link in your order confirmation email, or
Your customer account on solidmetalwear.com (Order History → select the order → request return/cancellation)
Requests made by any other method may not be processed.
3. Pre-Dispatch Cancellation (UK & EU only)
Orders are processed for dispatch as quickly as possible. You may request cancellation before the order is dispatched via your customer account or order confirmation email. Once an order has been marked as dispatched, cancellation is no longer possible and the standard return process applies.
4. Change of Mind Returns – United Kingdom and European Union Only
You have the right to withdraw from your purchase within 14 days of receiving the goods (or when a third party indicated by you receives them).
This right is subject to the following mandatory conditions:
- The red tamper-evident hygiene seal must be completely intact and unbroken.
- All other safety seals, tags, and original hygiene packaging must remain fully intact.
- The item must be completely unused, unworn, and untested.
- The item must be returned in its original condition with all original packaging.
If the hygiene seal (or any other hygiene/safety seal) has been broken, removed, damaged, stretched, or shows any sign of tampering, the right of withdrawal is lost.
The item becomes non-returnable for change of mind.
This is in accordance with the exemption for sealed goods supplied for health protection or hygiene reasons under Article 16(e) of Directive 2011/83/EU (Consumer Rights Directive) and the equivalent provisions of UK law.
Return shipping costs are the responsibility of the customer - original outbound shipping charges are non-refundable.
We reserve the right to request clear photographs of the item and packaging before approving any return, and to reject any return that does not fully meet these conditions.
5. Hygiene Seal - Non-Negotiable Requirement
Every SOLID. Metalwear product is supplied with a red tamper-evident hygiene seal.
An intact seal is an absolute condition for any change of mind return from UK or EU customers. Any evidence that the seal has been compromised will result in automatic rejection of the return request.
6. Faulty, Damaged or Defective Goods
United Kingdom and European Union
Your full statutory rights apply if the item is faulty, damaged in transit, or not of satisfactory quality. These rights exist regardless of the condition of the hygiene seal. Please contact us within a reasonable time (we recommend within 30 days of delivery).
Valid claims will be resolved by replacement, refund, or store credit. For approved faulty claims we will cover reasonable return shipping costs.
Minor surface marks, tonal variations, or characteristics of hand-finished stainless steel do not constitute defects.
United States and All Other International Countries
We do not accept change of mind returns. However, if an item arrives faulty or damaged, you may contact us within 30 days of delivery with clear photographic evidence.
We will assess the claim and may, at our sole discretion, offer a replacement or other resolution.
We are under no obligation to accept returns or provide a remedy in these jurisdictions.
7. Duties, Taxes and Refunds
Where an order has been shipped on a Delivered Duty Paid (DDP) basis (United States, Germany, Denmark, and Luxembourg), any import duties, taxes, VAT, or customs handling fees that have already been paid are strictly non-refundable under all circumstances.
This applies to:
- Change of mind returns (UK & EU)
- Faulty or damaged item claims
- Any other approved refund or return
Only the original product price (excluding duties, taxes, and shipping) may be refunded. Duties and taxes already paid to Royal Mail or the destination customs authority cannot be recovered and will not be refunded.
8. Customs-Related Returns & Refused Parcels
If a parcel is returned or refused because the customer fails to pay import duties, taxes, VAT, or local charges (whether the order was sent Delivered Duty Paid or Delivered Duty Unpaid), the following applies:
- No monetary refund will be issued.
- Original shipping costs are non-refundable.
- The item will be held for 30 days from the date of return.
- Re-shipping is available only on payment of the applicable re-posting fee.
- Store credit may be offered at our sole discretion, net of all costs.
9. Refunds and Replacements
All approved refunds are returned to the original payment method within 14 days of our receipt of the returned item (or valid proof of return).
Replacements are dispatched as soon as possible after approval.
Store credit is valid for 12 months from the date of issue and is non-transferable.
10. Circumstances in Which Returns Will Not Be Accepted
We will not accept returns or cancellations in the following cases:
- The hygiene seal or any hygiene/safety packaging has been broken, removed, or tampered with (change of mind requests).
- The item has been worn, used, tested, modified, or damaged after delivery.
- The 14-day withdrawal period has expired (UK & EU) or the customer is outside the UK & EU.
- The request is based on personal preference, sizing, or change of mind from customers outside the UK and EU.
- The parcel was refused or returned due to non-payment of customs duties or local charges.
11. Legal Rights
This policy operates alongside, and does not replace, any rights that cannot lawfully be excluded.
United Kingdom and European Union
Your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 (UK), and Directive 2011/83/EU remain fully intact. The hygiene seal rules are applied under the permitted exemption in Article 16(e) of the Consumer Rights Directive.
United States and All Other Countries
This policy is offered on a voluntary basis only. Nothing in this policy excludes or restricts any rights that cannot be excluded under applicable local law.
12. Contact
All return and cancellation requests (UK & EU) must be submitted through your customer account or the link in your order confirmation email.
For other enquiries:
Email: hello@solidmetalwear.com
Live Chat: www.solidmetalwear.com
We aim to respond within 3–5 business days.