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:
Please keep in mind that the following items are generally not eligible for exchange or return:
- Customers are responsible for paying the shipping costs when returning or exchanging a product.
- Shipping costs, taxes, and customs fees are not refundable. The shipping cost and VAT of the returned product will be deducted from the refunded amount.
- The delivery time for the replaced product may vary based on the customer's location, considering potential delays due to geographic factors.
- Upon receiving the returned item, an inspection will be conducted within 24 hours to determine eligibility for exchange.
- If the product is eligible, the replacement will be promptly sent, and it should be delivered within 3-6 days.
- If the product is not eligible (not in the original condition) the product will be considered as damaged and will be destroyed. (in this case there is no eligibility for refund)
- 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.
- In the case of a return, shipping costs and VAT will be deducted from the refunded amount, regardless of the reason for the return.
- Partial refunds may be granted in situations such as damaged or incomplete products, where the product can be exchanged for the same item or a voucher with the same value.
- 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.
- Free gifts sent from Metro Brazil are not exchangeable or refundable.
- Customers are responsible for paying the shipping costs when returning or exchanging a product.
- Shipping costs, taxes, and customs fees are not refundable.
- The time it takes for the replaced product to reach the customer may vary depending on the location.
- The use of a Shipping Tracking Service or Waybill is mandatory for all purchases.
- Partial refunds may be granted in certain situations, such as damaged or incomplete products.
- Refunds will be processed after receiving and inspecting the returned product, with deductions for shipping fees and VAT.
- Don't hesitate to contact our customer support team for further assistance or clarification regarding our policies.
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