Refund policy
At Metralume, customer satisfaction is our top priority. If you're not completely satisfied with your purchase, we're here to help.
Returns
We accept returns within 30 days of the date your order is delivered.
To be eligible for a return, your item must:
- Be unused and in the same condition you received it.
- Be in its original packaging.
- Include all original accessories, manuals, and tags (if applicable).
- Be accompanied by proof of purchase or your order number.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Personalized or custom-made products
- Perishable goods
- Intimate or hygiene-related products
- Products marked as Final Sale
- Items damaged due to misuse, improper handling, or normal wear and tear
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you received the wrong item, please contact us within 7 days of delivery.
To help us resolve the issue quickly, include:
- Your order number
- A brief description of the issue
- Clear photos or videos showing the problem
Once approved, we'll provide a replacement, store credit, or full refund at no additional cost.
How to Start a Return
To request a return, please contact our support team with your order information.
After your request is approved, we'll provide instructions for returning your item. Please do not send products back without first contacting us, as unauthorized returns may not be accepted.
Return Shipping
If the return is due to a change of mind or customer preference, the customer is responsible for return shipping costs.
If the return is the result of our error or a defective product, Metralume will cover the return shipping costs.
Shipping charges from the original order are non-refundable unless the return is due to our mistake.
Refunds
Once your returned item is received and inspected, we'll notify you of the status of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Exchanges
We replace items only if they are defective, damaged, or incorrect. If you need an exchange, please contact us with your order details and photos of the item.
Order Cancellations
Orders may be canceled before they are processed for shipment. Once an order has been shipped, it cannot be canceled and must follow our standard return process.
Contact Us
If you have any questions regarding this Return & Refund Policy or need assistance with a return, please contact our customer support team through the Contact Us page on our website. We're always happy to help.