Returns & Refunds
Last updated: January 29, 2025
Return Policy at a Glance
30-Day Returns
Stock items in original condition
Free Returns
On defective products
No Returns
Custom cut or fabricated items
5-7 Day Refunds
After we receive your return
1Return Eligibility
Returnable Items
- Stock metal products in original, unaltered condition
- Items returned within 30 days of delivery
- Products in original packaging (when possible)
- Items that have not been machined, welded, or modified
Non-Returnable Items
- Custom cut materials (cut to your specified length)
- Laser cut parts and fabricated items
- Bent or formed materials
- Items marked as "Final Sale" or clearance
- Products damaged due to improper handling or storage
- Materials showing signs of use, corrosion, or modification
2How to Return an Item
Contact Us
Email returns@sendmetal.com or call (562) 620-5662 with your order number and reason for return.
Receive RMA Number
We'll review your request and issue a Return Merchandise Authorization (RMA) number within 1-2 business days.
Pack & Ship
Securely pack the item to prevent damage during transit. Include the RMA number on the outside of the package. Ship to the address provided.
Receive Refund
Once we receive and inspect your return, we'll process your refund within 5-7 business days.
3Refund Details
Refund Amount
Full product price refunded to original payment method. Original shipping charges are non-refundable unless the return is due to our error.
Processing Time
5-7 business days after we receive your return. Credit card refunds may take an additional 5-10 days to appear on your statement.
Restocking Fees
A 15% restocking fee may apply to returns of large or heavy items that require freight shipping, or items returned without original packaging. We'll notify you of any fees before processing your return.
4Defective or Damaged Products
We Make It Right
If you receive a defective or damaged product, we'll cover return shipping and send a replacement or issue a full refund at no additional cost to you.
Reporting Damage
- Visible damage: Note damage on delivery receipt and contact us within 48 hours with photos
- Concealed damage: Contact us within 5 days of delivery with photos
- Manufacturing defects: Contact us within 30 days with photos and description
What We Need
- Order number
- Clear photos of the damage or defect
- Photo of packaging (for shipping damage claims)
- Brief description of the issue
5Exchanges
We currently do not offer direct exchanges. If you need a different product:
- Return the original item following our return process
- Place a new order for the item you need
This ensures you get the correct product as quickly as possible without waiting for the return to process.
6Order Cancellations
Stock Items
Orders can be cancelled within 2 hours of placement for a full refund. After that, the order may have already shipped.
Custom Orders
Custom cut or fabricated orders cannot be cancelled once production has begun. Contact us immediately if you need to modify an order.
7Return Shipping
- Standard returns: Customer is responsible for return shipping costs
- Defective items: SendMetal covers return shipping
- Our error: SendMetal covers return shipping
For heavy items requiring freight shipping, please contact us for return arrangements and quotes.
Need Help With a Return?
Our team is here to help. Contact us at returns@sendmetal.com or call (562) 620-5662