Refund Policy

Equipment

Metallic Elephant often get asked why don’t we offer online purchases of equipment? Quite simply as we like to take the time to work with a customer to offer a solution. We don’t want to sell presses without ensuring it does what’s needed! Our team will spend as much time as needed to make sure you make the right decision for your needs.

We have invested a lot of time in making sure our presses are packaged securely – and look good to! They will either be in an export crate or securely packed and boxed. The crates and packaging are secure which means generally presses cannot be unpacked without damaging the packaging. Any returned equipment would effectively be second hand and you can see that this would present several problems for both our businesses.

We understand sometimes there can be genuine unforeseen issues and whilst we would never leave you in the lurch, equipment is not returnable unless faulty. Please talk to us if you are experiencing any difficulties – we are here to help and support you. Communication is always the key when any kind of difficulty arises, and we can only help if we know you have a problem.

Damage

Sometimes things go wrong, and damages occur in transit. (Don’t you love couriers!) Please make sure that you check for external damage when signing for goods and mention any damage to the courier when taking delivery. Without this it can be very hard to make a claim later on as the courier may not accept responsibility. Please contact us within two working days of receipt of goods to report any damage. We will ask for a photo of the problem to assist us in quickly resolving the issue.

Missing Parts

Whilst we do have a robust packing system, we are only human (most of the team!) and packing mistakes can occasionally happen. Simply drop us an email to let us know the issue and will investigate what’s gone wrong. We will resolve your problem as quickly as we can and appreciate your patience.

General

If the item you purchased is faulty or does not work properly, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

Where you would like to return a product you have purchased, please contact us prior to returning the item. Please do not send products back without contacting us. The press will need to be in its original packaging. For that reason, we suggest retaining packaging until 100% happy with press.

Once your return is received and inspected, we will contact you regarding your refund. If everything is in order, we will credit your original method of payment, within five working days.

If an item you purchased was part of a sales promotion then it may not be eligible for a refund.

In the event that you wish to return an item that is not faulty, you need to notify us within two working days of receipt of the product. We can only accept returns if the product is unused and in the original, undamaged packaging. Once the item is returned to us, it will be inspected and we will contact you regarding your refund. Shipping is not refundable and you will be responsible for return shipping charges (and any import taxes if applicable) and for ensuring that packing is adequate to prevent damage to the original packaging of the item during return.

In the event that you do not wish to exchange the product for an alternative, there will be an admin charge of 30% on the cost of the item. If the item arrives in a condition we consider to be unsuitable for resale, either due to showing signs of use or due to damaged packaging, we reserve the right to refuse the return (return shipping will be at your cost), or charge a higher admin fee at our discretion.