Guarantees, exchanges and returns

Metprom carefully monitors the quality of metal products, the correct completion of orders and the agreed delivery terms. If you have any questions after receiving the goods regarding quality, quantity, dimensions, order contents or cargo condition, please contact your manager to review the situation.

Each request is considered individually, taking into account the product characteristics, order terms, whether cutting was performed, the delivery method and the documents confirming the purchase.

Quality guarantee

Metal products are supplied in accordance with the parameters agreed with the customer: product type, size, steel grade or alloy, quantity, unit of measurement and other characteristics specified in the order.

If accompanying documents, quality certificates or other technical documentation are provided for a specific item, their provision is agreed with the manager when placing the order.

Checking the goods upon receipt

When receiving the order, we recommend checking the number of packages, packaging integrity, item conformity, dimensions and any visible damage. If the cargo is delivered by a carrier, it is advisable to inspect it directly upon receipt.

If damage, shortage or product non-conformity is found, please inform the manager as soon as possible. To review the request, photos of the goods, packaging, transport waybill and a description of the situation may be required.

Exchange and return of goods of proper quality

Exchange or return of goods of proper quality is possible within 14 calendar days from the date of receipt in the cases and according to the procedure provided by Ukrainian law, provided that the goods have not been used, their saleable condition, consumer properties and purchase-confirming documents have been preserved.

Only new goods that have not been used and have retained their saleable condition are accepted for return or exchange. The exchange or return terms are agreed with the manager after checking the order information.

For metal products, it is important to consider that some goods may have individual order parameters: cutting to a specific size, non-standard configuration, selection according to special characteristics or other agreed terms.

Goods with cutting or individual parameters

Metal products that have been cut to individual parameters or mechanically processed are not subject to return, except in cases where the return is related to a confirmed non-conformity of the goods with the agreed order terms or the requirements of Ukrainian law.

Therefore, before confirming the order, we recommend carefully checking the dimensions, steel grade, quantity, need for cutting and delivery method.

How to submit an exchange or return request

1. Contact the manager in a convenient way.
2. Provide the order number or details that can be used to identify the purchase.
3. Describe the reason for the request: non-conformity, damage, an error in order completion, return of goods of proper quality or another situation.
4. If possible, send photos of the goods, packaging, transport waybill and order documents.
5. After checking the information, the manager will inform you of the possible ways to resolve the issue.

Return via carrier

Goods are returned by post or transport carrier after prior agreement with the Metprom manager.

A return label is not included with the goods. The buyer arranges the return shipment independently after agreement with the manager.

Metprom does not charge a separate fee for processing product returns. The cost of return shipping is determined by the carrier’s terms and is agreed depending on the reason for the return, the condition of the goods and the terms of the specific order.

Refunds

If a refund is approved after reviewing the request, the amount and refund method are determined in accordance with the payment terms, order documents and the requirements of Ukrainian law.

The refund is processed after the goods are received, their condition is checked and the possibility of return is confirmed. The estimated refund processing time is up to 7 days after the goods are received and inspected.

Important

• keep the documents confirming the purchase;
• check the goods upon receipt;
• do not use the goods if you plan to submit an exchange or return request;
• agree in advance on cutting, non-standard sizes and individual order parameters;
• inform the manager about the problem immediately after it is discovered;
• before sending a return, be sure to agree it with the manager.

Need advice?

If you have any questions about the guarantee, quality, exchange or return of metal products, contact us. We will check the order information and advise you on the next steps.

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