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Return & Exchange Policy

1- Eligibility for Return or Exchange:

Metro Brazil offers an exchange and return policy that may vary depending on certain factors. To potentially initiate a return or exchange, please ensure the following conditions are met:

  • Product Eligibility: The product should ideally not be included in the list of non-exchangeable or non-returnable items.
  • Product Condition: The item must be UNUSED and in its original condition, including its original packaging with all the labels, internal and external packaging has to be intact.
  • Timeframe for return & exchange: The exchange request must be made within 3 days from the date of receiving the shipment, Exchange is accepted only once per order.
  • Change Before Shipping: Customers can change/cancel item/order by contacting our customer support team within 3 hours of placing the online order or before 03:00 PM Dubai time, 02:00 PM Riyadh time in all working days. If the order has already been shipped, changes or cancel are not possible.
Products which are not exchangeable or returnable:

Please keep in mind that the following items are generally not eligible for exchange or return:

  • Products listed as non-refundable.
  • All shapewears, stretchable fabric products, Intimate or health products, personal care products, and underwear or lingerie products, this is for the health & hygiene reasons and for your safety according to the public health rules.
  • Gift cards.
  • Products at discounted prices in periods of exclusive offers.
  • All orders out of GCC are considered as final sale, and there won't be any return or exchange available for those orders. 

Exchange Terms:

  • The customer is responsible for paying the shipping costs for the exchange, and it is paid in advance in order to start the replacement process.

  • The customer is responsible to deliver the shipment to the nearest Aramex office or coordinate with them for the pick up. (to avoid any delay)

  • Exchange fees (returning + sending the replacement) 75 SAR / AED (in the Gulf countries).
  • The order shipping from customer address to our warehouse takes 3-6 working days.
  • After the order is delivered to our warehouse, it will be processed within 24h to ensure the eligibility of the product (unused and in its original condition, including its original packaging with all labels, and the inner and outer packaging must be intact).
  • If the product qualifies for exchange, the required replacement will be sent and delivered to the customer's address within 3-6 working days.
  • If the product is not eligible for exchange (not in its original condition), the same product will be automatically re-sent to the customer's address without contacting the customer.
  • All orders from outside the GCC countries are considered final sale, and no exchange or refund requests will be accepted for them.
  • The delivery time of the exchanged product may vary based on the customer's location, taking into account possible delays due to geographical factors.

Return Terms:

  • The customer is responsible for paying the shipping costs for the return, and the cost is deducted from the order cost, and the rest of the amount is returned to the credit card.

  • The customer is responsible to deliver the shipment to the nearest Aramex office or coordinate with them for the pick up. (to avoid any delay)
  • Return fees (45 SAR / AED) will be deducted from the order cost.
  • Order shipping from customer address to our warehouse takes 3-6 working days.
  • After the order is delivered to our warehouse, it will be processed within 24h to ensure the eligibility of the product (unused and in its original condition, including its original packaging with all labels, and the inner and outer packaging must be intact).
  • If the product is eligible for return, the cost will be returned after deducting the return shipping fee according to the original payment method within 7 to 15 working days.
  • If the product is not eligible for return (not in its original condition), the customer has the right to request that the product be re-sent to him and bear the return shipping costs ( 45 SAR / AED ) to be paid in advance in order to resend the product, or the product is destroyed within 15 working days in the case that the customer does not want to return the product.
  • All orders from outside the GCC countries are considered final sale, and no exchange or refund requests will be accepted for them.
  • Shipping costs and VAT will be deducted from the refund, regardless of the reason for the return.
  • If the shipment is refused or the customer does not respond to the shipping company, resulting in the shipment being “damaged,” there will be no refund.

Mandatory Shipping Tracking Service:

  • It is mandatory to use a Shipping Tracking Service or Waybill for all purchases.
  • Providing the tracking number for the shipment is necessary to ensure the receipt of the returned product.

    Refunds and Customs Duties/Taxes:

    • The refunded amount is returned to the original payment method (according to the website's currency), except for bank fees (which vary from one bank to another), currency exchange fees, customs fees and taxes fees if applicable.
    • Refusal to Pay Customs Duties/Taxes: If customs duties or taxes imposed by the customer's country are refused, the shipment may be returned. In such cases, all fees paid, including shipping fees, customs duties, and taxes, will be deducted, and the remaining amount will be returned or issued as a voucher.
    • If the shipment is refused or the customer does not respond to the shipping company, resulting in the shipment being "destroyed," no refund will be eligible.
    • If the shipment is refused or the customer does not respond to the shipping company, resulting in the shipment being "returned," all fees paid, including shipping fees, customs duties, and taxes, will be deducted, and the remaining amount will be returned or issued as a voucher.

      2- Gifts Policy:

      • Free gifts sent from Metro Brazil are not exchangeable or refundable.

      3- Customer Support Team

      • Don't hesitate to contact our customer support team for further assistance or clarification regarding our policies.

      Get in touch

      Our professional customer service team will get back to you in less than 24-hours. Please, make sure to describe your issue clearly to be able to assist you quicker and avoid confusion.

      Email: contact@metrobrazil.com