Overview
At Metiloo, we want you to be satisfied with your purchase. If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days from the day you receive your order, without having to provide a reason.
To exercise your right of withdrawal, please contact us at Support@metiloo.com before returning the item. We will provide you with the appropriate return instructions and return address.
Returned products should be handled with reasonable care and, where possible, returned in their original packaging. You may examine the product as you would in a physical store. If the product has been used beyond what is necessary to establish its nature, characteristics, and functioning, you may be responsible for any resulting reduction in value.
Non-returnable items
Certain products may be excluded from the right of withdrawal where permitted by applicable law, including:
- Gift cards
- Sealed products that are not suitable for return for health protection or hygiene reasons, if the seal has been removed after delivery
To complete your return, we may require your order number, receipt, or other proof of purchase.
Please do not send your purchase back to the manufacturer or supplier without contacting us first.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, please contact us at Support@metiloo.com as soon as possible and provide clear photos or video showing the issue.
We may request additional information to assess the problem and will provide an appropriate solution, which may include a replacement, repair, price reduction, or refund, in accordance with applicable consumer law.
We recommend reporting visible shipping damage within 48 hours of delivery so that we can investigate the issue promptly. This reporting period does not limit your statutory consumer rights regarding defective or non-conforming products.
Refunds
Once we receive and inspect your returned item, we will notify you by email that we have received it and inform you whether your refund has been approved.
If your refund is approved, we will process it using the same payment method used for the original purchase, unless otherwise agreed with you.
Refunds are generally processed within 5–10 business days after approval. The time it takes for the refund to appear in your account may also depend on your bank or payment provider.
Where required by applicable law, refunds for cancelled orders will include the standard delivery cost paid for the original shipment. Additional costs resulting from your choice of a more expensive delivery method may not be refundable.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account or credit card statement again.
- Contact your bank or payment provider, as processing times may vary.
- If you have completed these steps and still have not received your refund, please contact us at Support@metiloo.com
Return Shipping
If you exercise your statutory right of withdrawal, you are generally responsible for the direct cost of returning the item, unless we have agreed otherwise or applicable law requires us to cover the cost.
For damaged, defective, or incorrect items, Metiloo will cover the reasonable return costs where required by applicable law.
Please contact us before returning any item so that we can provide the correct return address and instructions.
We strongly recommend using a trackable shipping service when returning an item.
Need Help?
If you have any questions about refunds, returns, cancellations, or your consumer rights, please contact us at: