Return & Exchange Policy - METRO BRAZIL
  • Login


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.
  • Timeframe for exchange: The exchange request must be made within 3 days from the date of receiving the shipment, Exchange is accepted only once per order.
  • Timeframe for return: The request for return & refund must be made within 3 days from the date of receiving the shipment.
  • 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.
  • Proof of Purchase: It would be helpful if a receipt or proof of purchase is provided when potentially initiating the return or exchange process.
  • Change Before Shipping: Customers can change/cancel item/order by contacting our customer support team within 6 hours of placing the online order or before 04:00 PM Dubai time, 03:00 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.
  • Stretchable fabric products, Intimate or health products, personal care products, and underwear or lingerie products.
  • 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.

Refund conditions:

  • The refund will be processed using the original payment method used for the purchase.
  • The refunded amount will be credited back to the customer within a period of 7 to 15 working days.

Return and Exchange Shipping Costs:

- 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.

Replacement Product Delivery Time:

- The delivery time for the replaced product may vary based on the customer's location, considering potential delays due to geographic factors.

Inspection and Replacement Process:

- 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)

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.

Return and Exchange Shipping Fee:

  • Return shipping fees 45 SAR/AED
  • Resending shipping fees 45 SAR/AED (incase of exchange)
  • VAT and costumes are not refunded in both cases return & exchange

Deductions for Shipping and VAT:

- 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:

- 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.

Refunds and Customs Duties/Taxes:

- 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.

No Refunds for Destroyed Shipments:

- 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.

2- Gifts Policy:

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

3- Shipping on 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 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.

4- 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.