Returns and Refunds

1.What can be returned

A stock product, that is a full spool, reel or box in the manufacturer's put-up, can be returned within 30 days of delivery when it is uncut, unopened and in the condition it was delivered in. A 15 percent restocking fee is deducted from the refund, and you pay the return freight.

2.What cannot be returned

The following are final sale and are not accepted for return, credit or exchange:

• Wire or cable cut to the length you entered. This is stated next to the length box on every product page and again in the cart before you pay.
• Made to order products, such as striped colors produced for your order.
• A spool, reel or box that has been opened, partly used, re-spooled or cut.
• Products damaged after delivery, or stored in a way that affects them.
• Products sent back without a return authorization (other than a shipment refused at delivery, see Shipping and Delivery), or more than 30 days after delivery.

3.How to return a stock product

Email us before shipping anything back, with your order number and the lines you want to return. We reply with a return authorization and the address to send it to; returns go to the warehouse that shipped them, not to our mailing address. Pack the product in its original packaging, ship it with a tracked service within the 30 days, and keep the tracking number. A return that arrives without an authorization, opened or cut cannot be accepted and is held for you to collect at your cost.

4.Shortages, wrong items and damage

Report a shortage, a wrong product or color, or damage within 7 days of delivery, with a photo of the label and of the problem. On a freight delivery, also note the damage on the carrier's delivery receipt. We replace the wire or refund the line, as agreed with you, and we deal with the carrier or the supplier ourselves. There is no restocking fee and no return freight on our mistake or on transit damage. A report made after 7 days may be refused where the carrier's claim window has closed.

5.Canceling an order

You can cancel free of charge until the supplier confirms the cut or the shipment; reply to your order confirmation right away. After that, cut and made to order wire cannot be canceled, and a stock product that has already shipped is handled as a return under this policy, including the restocking fee and the return freight.

6.Refunds

A refund is issued to the payment method used for the order once the return is received and checked, or once a claim is agreed. The restocking fee and, where this policy says so, the carrier's charges are deducted. The original shipping charge is refunded only when the return or claim is due to our error or to transit damage. Allow a few business days after we issue it for your bank to post it.