Returns and Exchanges Policy
Returns and Exchanges Policy – Mettz Concept
At Mettz Concept, we value our customers’ satisfaction. If you are not fully satisfied with your purchase, we guarantee a simple and transparent return and exchange process.
Circumstances for Exchange or Return
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Change of mind: Customers may request a return within the legal timeframe if the product does not meet expectations.
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Manufacturing defects: If the product is defective upon receipt.
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Incorrect or damaged order: If you receive an item that is incorrect, damaged, or defective.
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Size or variation exchange: If you received a different size than requested or the product does not fit properly.
Shipping Costs
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If the error is caused by Mettz Concept or there is a proven defect, we will cover all shipping costs.
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For returns due to regret or change of mind, the cost of return shipping may be the customer’s responsibility, depending on local legislation.
Methods of Refund
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Credit Card: Refunds are issued back to the original payment method. Timelines may vary depending on the card issuer but typically take up to 10 business days after the return is approved.
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Bank Transfer (where applicable): Processed within 10 business days, and only to accounts under the same name as the purchaser.
How to Request an Exchange or Return
To initiate a return or exchange, please send an email to 📧 support@mettzconcept.com including the following details:
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Full name
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Order number
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Email address used for purchase
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Reason for return or exchange
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Photos or videos showing the issue (if applicable)
Exchange and Return Process
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Receipt of Request: Our team will evaluate your request and respond within 3 business days.
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Return Label: If applicable, we will provide a prepaid return label.
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Customer Shipping: The customer must securely package the product and ship it within the indicated timeframe.
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Analysis and Processing: Once we receive the returned item, it will be inspected to approve the refund or exchange.
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Conclusion:
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For exchanges, the replacement product will be shipped, and a tracking code will be provided.
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For refunds, the process will be finalized according to the original payment method.
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Deadline for Returns due to Change of Mind
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Customers may withdraw from the purchase within 7 calendar days of receiving the product, in accordance with consumer protection legislation.
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The product must be returned in its original packaging, unused, and with all items included.
In the Event of a Manufacturing Defect
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Customers must send an email with evidence (photos/videos) of the defect along with the order details.
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We will provide a prepaid return label if applicable.
Once the defect is confirmed:
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Refunds: The amount will be processed within 30 business days.
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Exchanges: A replacement product will be shipped within 15 to 30 business days.
Contact
For further assistance regarding returns or exchanges, please contact our support team at:
