This policy applies to products and fabrication ordered from TrussMetal, including orders placed through this website. It forms part of our Terms and Conditions. Please read it before you order.
If you are buying as a consumer, nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.
Made-to-Order Products
Everything we supply is fabricated or prepared for your order. We do not hold finished stock. Once an order is accepted, material is cut and the piece is built to the size, finish and quantity you selected, so it cannot be returned to inventory or resold to someone else.
Production time. We will have website orders ready for pickup within 20 business days of cleared payment. Where an order is paid by bank transfer (EFT), that period runs from the date funds are confirmed as settled, not the date payment was initiated. If we expect to exceed this timeframe, we will contact you before it passes.
Changes and Cancellations
Before production begins. Contact us as soon as possible and we will do whatever is still reasonably possible.
After production or material procurement has begun. Voluntary cancellation is generally not available, because material and finishing have already been committed to your specification.
Changes to an order. A change requested after you have approved the specification may be refused if it is no longer reasonably possible, may carry additional cost, and may change the completion date. We will confirm any change in writing before we act on it.
This section sets out our commercial policy. It does not affect cancellation rights that apply by law – see Statutory Rights below.
Returns and Exchanges
Because every item is made to order, we do not accept returns or exchanges for change of mind. This includes where you:
- changed your mind about the purchase
- ordered the wrong size
- selected a finish you no longer want
- no longer need the item
- found a different product elsewhere
- find the product does not suit your space based on measurements you supplied
None of the above applies where an item is incorrect, damaged, defective, or materially different from what was ordered. That is covered next.
Incorrect, Damaged or Defective Products
If an item arrives damaged, is not what you ordered, or appears defective, please contact us promptly so we can deal with it while the evidence is still available. Where relevant, it helps if you can provide:
- your order number
- a description of the issue
- photographs of the item
- photographs of the packaging, if you believe the damage happened in transit
- measurements and photographs, if you believe a dimension is wrong
Please do not discard the item or its packaging until we have assessed the issue. A carrier claim or an inspection may depend on it.
We ask for a reasonable opportunity to inspect and assess the item. Depending on the circumstances and on applicable law, the appropriate outcome may be repair, correction, replacement, a remake, a price adjustment, or a refund where that is required by law or otherwise agreed between us.
Reporting an issue promptly helps us resolve it and may matter for a freight claim. It does not remove rights that apply to you by law.
Customer-Supplied Measurements and Approved Specifications
For custom work, and for any order based on information you provide, you are responsible for checking that information before we build. This includes measurements, dimensions, quantities, site conditions, clearances, access, the size and finish you select, and any drawing, sketch or specification you approve.
Where we fabricate correctly in accordance with information you supplied or approved, an error in that information is not a manufacturing defect on our part.
This works both ways. It does not excuse a fabrication error by us. If we build something that does not match the specification you approved, that is our responsibility to put right.
Finishes, Samples and Product Visualizations
Colours shown on a screen vary between devices, and powder-coated finishes can look different under different lighting. Renderings, diagrams and product visualizations on this website are illustrative. They are not photographs of completed TrussMetal installations unless we clearly identify them as such, and they are not exact colour samples unless we have supplied one.
Made-to-order fabricated goods may show minor variation associated with fabrication and finishing. Minor variation that leaves the product consistent with its agreed specification is not a defect. This does not cover the wrong colour, the wrong dimensions, or a product that is materially different from what was ordered.
Pickup, Delivery and Freight
Local pickup from our North Vancouver shop is the standard arrangement for website orders. Freight and delivery are not included in website prices and are quoted separately.
Please inspect your order at pickup where it is reasonably possible to do so, and raise any visible concern with us promptly. Accepting a pickup does not waive rights that cannot be waived by law.
If you arrange your own transport, you are responsible for safe handling and securing the load once the goods are in your possession.
Where a freight carrier is involved, damage in transit and a manufacturing defect are assessed differently, and photographs of the packaging matter. We will not ask you to pursue a carrier yourself where we remain responsible to you as the seller.
Payment
Payments are processed by Helcim. TrussMetal does not store your card or bank account credentials.
Credit card. Helcim may apply a convenience fee to credit card payments. The amount depends on the card used, and Helcim calculates and displays it to you before you confirm the payment. The fee shown by Helcim at the time of payment is the applicable amount.
Bank payment (EFT). Bank payments do not carry that card convenience fee. Bank payments are not settled instantly. An order paid by EFT is held until the funds are confirmed, and the production timeframe above runs from that confirmation.
If there is a problem with a charge, please contact us first so we can look into it. Nothing in this policy affects any rights you have with your card issuer or financial institution.
Statutory Rights
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.
Where you buy as a consumer, British Columbia law implies certain conditions into a retail sale, including that goods correspond with their description, are of merchantable quality, are reasonably fit for a purpose you made known to us where you relied on our skill or judgement, and are durable for a reasonable period having regard to normal use. Those conditions cannot be contracted out of in a retail sale, and this policy does not attempt to do so.
Some consumer protections apply differently, or do not apply, where goods are purchased by a corporation, for resale, or primarily for business purposes. Where you order as a business, the commercial terms set out in this policy and in our Terms and Conditions apply, subject to any rights that still apply by law.
We do not offer a separate express warranty on website products unless we have given you one in writing.
How to Contact Us
TrussMetal
5128 Francisco Court, North Vancouver, BC V7R 3K5
Phone: (778) 805-5333
Email: sales@trussmetal.com
Please include your order number so we can find your order quickly.