Refund policy

Last Updated: Thursday, 21st May 2026

1. Overview: This policy sets out the terms on which SOLID. Metalwear (the Company) handles returns, replacements, refund requests, and related matters for products purchased via our website. It applies to all customers purchasing from solidmetalwear.com and should be read in conjunction with our Shipping Policy.

This policy is compliant with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits or excludes any rights you hold under applicable law.

2. Product Quality & Craftsmanship: Every SOLID. Metalwear product is manufactured to a high standard, combining machine-precision engineering with hand-finishing. All products undergo two rounds of quality control inspection prior to dispatch.

As a natural consequence of hand-finished metalwork, minor cosmetic characteristics - such as surface micro-marks or subtle tonal variation - may be present. These are inherent to the manufacturing process and do not constitute a defect, fault, or failure to conform to contract. They do not affect the structural integrity, functional performance, or intended use of the product.

3. Statutory Right of Cancellation - Hygiene Exemption: Under Regulation 28(3)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods sealed for health protection or hygiene reasons are exempt from the standard 14-day right of cancellation where the tamper or safety seal has been broken after delivery.

SOLID. Metalwear products are classified as intimate goods and may be supplied with tamper-evident seals for hygiene and health protection purposes.

Accordingly, the right of cancellation under the CCR 2013 is disapplied once the tamper seal has been broken.

This exemption is a matter of law and is not discretionary. It does not affect your rights in respect of faulty or non-conforming goods, which are governed separately by the Consumer Rights Act 2015 (see Section 4 below).

4. Faulty, Damaged, or Non-Conforming Goods: Under the Consumer Rights Act 2015, you have the right to receive goods that are of satisfactory quality, fit for purpose, and as described. If your product does not meet these standards due to a manufacturing fault or functional damage sustained in transit, we will provide a remedy in accordance with CRA 2015.

What constitutes a valid claim: A valid claim exists where the product arrives with visible, functional damage that materially affects its structural integrity or intended use. This expressly excludes:

  • Minor cosmetic marks or surface variation inherent to hand-finishing (see Section 2)
  • Subjective dissatisfaction with the product's appearance, weight, or finish
  • Damage caused after the tamper seal has been broken
  • Damage resulting from misuse, improper sizing, or modification
  • Change of mind after purchase

Where a valid claim is established, our primary remedy is a like-for-like replacement of the same product and size. In the event that an exact replacement is unavailable at the time of the claim, we will offer store credit to the full value of the item.

Monetary refunds are not offered as a first-line remedy for faulty goods unless required by law (for example, where repair or replacement is impossible, disproportionately costly, or has failed after a reasonable attempt).

5. How to Report a Fault: To make a claim under Section 4, the following conditions must be satisfied:

  • You must contact us within 30 days of the date of delivery
  • The product must be unused and in its original condition
  • The tamper or safety seal must be completely intact and unbroken
  • Clear photographic evidence of the damage must be submitted at the time of contact

Claims must be submitted by contacting us via:

  • Email: hello@solidmetalwear.com
  • Live Chat: available via our website at solidmetalwear.com

Please do not return any item without first receiving written authorisation from us. Unauthorised returns may not be accepted and will not be processed.

Tamper or safety seals must remain fully intact at the point of inspection. Any claim submitted in respect of a product with a broken tamper seal will not be accepted, regardless of the nature of the reported fault.

6. Replacement Procedure: Upon receipt of a valid claim with supporting photographic evidence:

  • We will review your submission within 3 to 5 business days
  • If the claim is approved, we will arrange dispatch of a replacement at no additional cost to you
  • You will receive a dispatch confirmation and, where applicable, tracking information

We reserve the right to request additional information or evidence where reasonably necessary to assess a claim.

7. No Returns, Refunds, or Exchanges for Change of Mind: Subject to your statutory rights as set out in this policy, SOLID. Metalwear does not offer returns, refunds, or exchanges on the basis of customer preference, change of mind, or incorrect size selection.

We strongly recommend consulting our size guide prior to placing an order. If you require sizing guidance, our team is available via Live Chat or email prior to purchase.

Once an order has been placed and processed, it cannot be cancelled or amended in anyway.

8. Returned, Refused & Undeliverable Parcels: If a parcel is returned to us for any of the following reasons, the provisions of this section apply:

  • An incomplete, incorrect, or undeliverable address was provided at checkout
  • The parcel was not collected within the carrier's holding period
  • The customer refused delivery
  • Applicable customs charges, import duties, or VAT were not paid by the recipient

In such circumstances:

  • Monetary refunds will not be issued
  • Original shipping costs are non-refundable
  • We will hold the returned parcel for a period of 30 days from the date of return
  • Upon request, we will re-ship the parcel upon payment of the applicable re-posting fee
  • Store credit may be issued at our sole discretion, minus the original shipping cost and any associated return fees

No liability is accepted for parcels that cannot be re-shipped due to the expiry of the 30-day holding period.

9. Store Credit: Where store credit is offered under this policy, it will be issued to the email address associated with your order. Store credit has no cash value, is non-transferable, and may not be exchanged for a monetary refund. Store credit is valid for 12 months from the date of issue.

10. Your Statutory Rights: This policy does not affect your statutory rights under UK consumer law. In particular:

  • Your rights under the Consumer Rights Act 2015 in respect of goods that are faulty, not of satisfactory quality, not fit for purpose, or not as described are not limited by this policy
  • If you have a complaint that we are unable to resolve, you may refer the matter to an Alternative Dispute Resolution (ADR) provider or the Citizens Advice consumer helpline

For further information on your rights, visit: www.gov.uk/consumer-protection-rights

11. Contact: For all returns, replacement, or refund enquiries, please contact us at:

  • Email: hello@solidmetalwear.com
  • Live Chat: www.solidmetalwear.com

We aim to respond to all enquiries within 3-5 business days.