Legal

Cancellation & refunds

Last updated 22 September 2026

This policy explains when an order with us can be cancelled, when material can be sent back, and how and when money is returned. It applies to every order we accept, and it forms part of our terms & conditions.

1At a glance

The periods below are the ones that matter. Each is explained in the section named beside it.

Cancel a confirmed order: Within 24 hours, free of charge — see section 3
Report a shortage or damage: Within 48 hours of delivery — see section 6
Refunds paid: Within 7 working days of approval — see section 8
Weight settled on: actual weighbridge weight — see section 7

2Who you are dealing with

Orders are supplied by Metal Shine Industries Private Limited, trading as Metal Store.

Registered name: Metal Shine Industries Private Limited
Trading as: Metal Store
Registered office: No. 23/11, Malayappan Street, Mannady, Chennai, Tamil Nadu, 600001, India
Email: segum@metalshine.in
Phone: +91 94455 23230

3Cancelling an order

A price we show is indicative until we issue a written quotation. Nothing is an order until you accept that quotation and we confirm it, so up to that point there is nothing to cancel — simply do not accept it, and the quotation lapses.

Once we have confirmed an order, you may cancel it in full or in part within 24 hours and at no charge, provided we have not yet cut, slit, coated or otherwise processed the material for you, and have not yet dispatched it.

After that window, whether a cancellation costs anything depends on what has been done:

Material still in our yard, uncut and unprocessed — cancelled at no charge.
Material we have ordered in from a mill or supplier specifically for you and cannot return — charged at the cost we have committed to, and we will show you what that is.
Material already cut, slit, bent, coated or fabricated to your requirement — not cancellable. Section 4 explains why.
Material already loaded or dispatched — treated as a delivered order. If you refuse it at the gate, the freight both ways is payable.

We will always tell you what a cancellation will cost before we act on it, and we will not charge you anything you have not agreed to.

4Material that cannot be cancelled or returned

Steel cut or processed to your specification is made for you and for nobody else. Once a coil is slit to width, a sheet cut to length, a section cut to size, or a profile rolled or coated to your requirement, it cannot be returned to stock and has no resale value beyond scrap. The following are therefore not cancellable once work has begun, and not returnable at all unless section 6 applies:

sheets and coils cut or slit to a length or width you specified;
sections, pipes, tubes and bars cut to your measurements;
profiled, corrugated, bent or roll-formed material;
material coated, painted or finished to your choice of colour or specification;
any non-standard item we have had produced or sourced to your order.

This does not affect your rights where the material is defective, short, or not what was ordered. Those are dealt with in section 6 and are not returns — they are our mistake to put right.

5If we cancel

We may cancel an order, in whole or in part, if the material is no longer available, if a mill or supplier fails us, if a price we quoted was manifestly wrong, if payment agreed in advance has not reached us, or if delivery is prevented by something outside our control.

Where we cancel, you owe nothing for the cancelled part and every rupee you have paid against it is refunded in full, on the timetable in section 8. We will tell you why, and where the cause is a supplier we will offer an alternative where one exists.

6Short supply, damage, or the wrong material

Check the load before the lorry leaves. Count the bundles, check the sizes against the delivery note, and look at the condition of the material.

Anything visibly wrong — a short count, a damaged bundle, water damage, the wrong size or grade — must be written on the lorry receipt at the time of delivery, before the driver leaves, and reported to us within 48 hours. That note is the only record a transporter’s insurer accepts. A claim raised without it is one we cannot pass on and may not be able to meet.

For anything not visible at delivery — a defect that appears when a bundle is opened or the material is worked — tell us within 48 hours of finding it, and before the material is cut, coated or built into anything. Send photographs and the order reference.

Where we agree something is wrong, you choose one of:

replacement of the affected material, at our cost, on the next available dispatch;
a credit note for the affected value, set against this or any future order;
a refund of the affected value, paid as section 8 describes.

Where the fault is ours, we collect the material at our own cost and you pay no return freight. Material being returned must be kept dry, stacked as delivered, and not cut or worked in the meantime.

7Weight, tolerance and count

Steel is sold by weight, and weight is settled on actual weighbridge weight — not on theoretical section weight calculated from nominal dimensions. Where a weighbridge slip accompanies a load, that is the figure we invoice.

Thicknesses, widths, lengths and coating masses are subject to the ordinary rolling and mill tolerances of the relevant Indian Standard for that product. Material within tolerance is material as ordered, and a difference inside that band is not a shortage and is not grounds for return.

A genuine shortfall against the invoiced weight is dealt with under section 6, by credit or refund of the difference.

8How a refund is paid, and when

Approved refunds are paid within 7 working days of our agreeing the amount. We will confirm the amount and the date in writing before we pay it.

Money paid by bank transfer, cheque or cash is refunded by bank transfer to the account the payment came from, or to an account in the same name that you confirm to us in writing.
Money paid online, if and when we accept online payment, is refunded to the same card, account or UPI handle it came from. That is a condition of how those payments work and is not something we can vary.
Where you would rather keep the money with us, we can hold it as credit on your account and set it against a future order. Credit is recorded against your account and shown to you; it is your money and you may ask for it back as a refund at any time.

We do not charge a fee for making a refund. Where your bank or card issuer takes time to show the money after we have sent it, that period is theirs and not ours — we will give you the transfer reference so you can chase it.

9Advance payments

Where an order is on advance or part-advance terms, the advance is held against that order. If the order is cancelled under section 3 at no charge, or cancelled by us under section 5, the advance is refunded in full under section 8.

Where a cancellation does carry a cost, that cost is set against the advance and the remainder is refunded. We will show you the arithmetic.

10What is not refunded

Freight already incurred on a load you refuse for a reason that is not covered by section 6.
Material cut, coated or processed to your specification, except where section 6 applies.
Loss you suffer beyond the value of the material itself — delay to your site, labour standing idle, or profit you expected. Section 13 of our terms explains this.
Differences in price arising after your order is confirmed. A confirmed price is fixed for both of us; the market moving is not a ground for a refund, and equally we will not ask you for more.

11How to cancel, or ask for a refund

Write to us with your order reference. Email is best because it dates itself, but a WhatsApp message or a telephone call followed up in writing is fine.

Email: segum@metalshine.in
Phone: +91 94455 23230
Post: No. 23/11, Malayappan Street, Mannady, Chennai, Tamil Nadu, 600001, India

Tell us the order reference, what you want to cancel or claim for, and — for a shortage or damage — the lorry receipt number and photographs. We acknowledge every request and tell you our decision in writing.

12If we cannot agree

Ask for the matter to be looked at again by a director, in writing, at the address in section 2. We would rather settle a dispute about a load of steel between the two businesses than anywhere else.

If that does not resolve it, this policy is governed by the laws of India and the courts at Chennai, Tamil Nadu have exclusive jurisdiction, as set out in our terms.

13Changes to this policy

We may update this policy. The version on this page on the date your order is confirmed is the one that applies to that order, and the date at the top says when it last changed. A change never applies backwards to an order already placed.

14How to contact us

Anything about this policy, an order, a cancellation or a refund can go to the email address or telephone number in section 11, or to the registered office in section 2. Our contact page lists when we are open.

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