Returns & Refunds Policy — MSC METCOM
Effective Date:** 15 August 2026
1. Overview
At MSC METCOM, we want you to be happy with your purchase. This Returns & Refunds Policy sets out your rights and our procedures for returning goods purchased from our online store at [Insert store URL] (the "Website").
This policy is provided in accordance with:
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013**
- The Consumer Rights Act 2015
- The Consumer Protection from Unfair Trading Regulations 2008
Nothing in this policy affects your statutory rights as a consumer under UK law.
2. Your Statutory Rights
Under the Consumer Rights Act 2015, every product you buy from MSC METCOM must be:
- Of satisfactory quality — free from defects and fit for normal use.
- Fit for purpose — suitable for the purpose you described to us or that is obvious from the product.
- As described— matching the description, images, and specifications shown on our Website.
If a product is faulty, not as described, or not fit for purpose, you may be entitled to:
- A full refund** (if returned within 30 days of purchase).
- A repair or replacement (if the fault develops later).
- A price reduction** or partial refund (if you choose to keep a faulty item).
These rights apply regardless of whether you use our voluntary returns policy or not.
3. Right to Cancel (Distance Selling — 14-Day Rule)
Under the **Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013**, you have the right to cancel your order within **14 calendar days** from the day after you receive the goods, without giving any reason.
How to Cancel
To cancel your order, you must notify us by:
Business Name: MSC METCOM
Trading As: MSC METCOM
Website:MSCMETCOM.COM
Email:mectcom.compliance@outlook.com
Phone:44+ 07780211189
Office Address:159 Wynyard Road, Hartlepool, Durham, England, TS25 3LF
You may use our cancellation form, but you are not required to — a simple email or letter stating your intention to cancel is sufficient.
Returning Goods After Cancellation
After notifying us of cancellation, you must return the goods within 14 days** of the date you notified us.
Refund After Cancellation
We will reimburse you within 14 days of receiving the returned goods (or evidence that you have returned them). The refund will include:
- The full purchase price.
- Standard delivery charges (the least expensive delivery option you chose).
You are responsible for the cost of returning the goods unless:
- We failed to provide pre-contract information about your cancellation rights.
- The goods were faulty or not as described
4. Voluntary Returns Policy (Change of Mind)
In addition to your statutory rights, MSC METCOM offers a voluntary returns period:
- You may return any item within 30 days of delivery for a full refund, provided:
- The item is unused and in its original condition.
- All packaging, tags, and labels are intact.
- You provide proof of purchase (order number or receipt).
To initiate a voluntary return:
1. Email us at mectcom.compliance@outlook.com with your order number and the item(s) you wish to return.
2. We will provide a return address and instructions within 2 working days.
3. Pack the item(s) securely and send them to the address provided.
4. We will process your refund within 14 days of receiving the returned item(s).
The cost of return postage for change-of-mind returns is your responsibility unless the item is faulty or not as described.
5. Faulty or Damaged Goods
If you receive a product that is faulty, damaged, or not as described:
1. Contact us within 30 days of receiving the item at [Insert email].
2. Provide your order number, a description of the fault, and photos where possible.
3. We will arrange a **free return** (pre-paid label or collection).
4. On receipt, we will offer you a:
-Full refund (including original delivery charges), or
-Replacement (subject to availability), or
-Repai (where applicable).
If a fault develops after 30 days but within the first 6 months, under the Consumer Rights Act 2015, the fault is presumed to have existed at the time of delivery unless we can prove otherwise. You may be entitled to a repair or replacement.
After 6 months, you may still have rights but must prove the fault was present at the time of delivery.
6. Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable** unless faulty:
- [List any items — e.g., earrings, cosmetics, opened food products, personalised/customised items]
- Gift cards and vouchers (unless faulty).
- Sealed goods that have been unsealed after delivery (where unsealing is effectively consent to the sale).
If a non-returnable item is faulty or not as described, your statutory rights still apply and you may be entitled to a refund, repair, or replacement.
7. Refund Process
- Refunds are processed to the original payment method used at checkout.
- Refunds typically appear in your account within 5–7 working days, depending on your bank or card provider.
- If you paid by gift card, the refund will be issued to the gift card.
- We will email you a refund confirmation once it has been processed.
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8. Exchanges
If you wish to exchange an item for a different size, colour, or variant:
1. Follow the returns process in Section 4 (Change of Mind).
2. Place a new order for the desired item on our Website.
3. We will refund your original order once the returned item is received.
We do not operate a direct swap system — exchanges are processed as a return + new purchase.
9. Return Shipping Costs
Situation who pays return shipping
Change of mind (voluntary return) You
Cancellation within 14 days (distance selling) you (unless we didn't provide required info) |
Faulty or not as described MSC METCOM
Damaged in transit MSC METCOM
Wrong item sent MSC METCOM
We recommend using a tracked delivery service when returning goods. MSC METCOM is not responsible for returns lost in transit.
10. Partial Refunds
If you return an item that has been used beyond what is reasonable to inspect it (e.g., signs of wear, damage not present at delivery), we may offer a partial refund to reflect the reduced value of the item, in accordance with the Consumer Contracts Regulations 2013.
11. Order Cancellations Before Dispatch
You may cancel an orderbefore it has been dispatched by contacting us at [Insert email] as soon as possible. We will cancel the order and issue a full refund.
If the order has already been dispatched, you will need to follow the returns process under Section 3 or 4.
12. Final Sale Items
Items marked as "Final Sale" or "Clearance" are not eligible for voluntary returns (change of mind), but your statutory rights still apply. If a Final Sale item is faulty or not as described, you may return it under Section 5.
13. Contact
For any returns, refunds, or exchange enquiries, please contact us:
Business Name: MSC METCOM
Trading As: MSC METCOM
Website:MSCMETCOM.COM
Email:mectcom.compliance@outlook.com
Phone:44+ 07780211189
Registered Office Address:159 Wynyard Road, Hartlepool, Durham, England, TS25 3LF
We aim to respond to all enquiries within 2 working days.
This Returns & Refunds Policy is provided for general informational purposes and does not constitute legal advice. MSC METCOM recommends consulting a qualified solicitor to ensure full compliance with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and other applicable UK consumer protection legislation.*