Refund policy

Returns and Refunds:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

For returns, please email info@metromatesarts.com with the subject 'Returns' and include your order number, name, and the reason for the return.

*Disclaimer: The 30days return time doesn't count for damaged products. Damaged products should be addressed within 48 hours of delivery of the package.

*Disclaimer: Returns and refunds are not applicable for orders for which the VAT/DUTY charges are not paid.

Return Conditions:

• Items must be returned in their original, unused condition with all packaging intact to ensure they are resalable as new.
• The customer is responsible for all postage and tracking costs for returns unless previously arranged.
• If the new product selected is less expensive than the original full-priced item, store credit will be issued for the difference.

How to Initiate a Return:

1. Notification: Start the return process by emailing info@metromatesarts.com with your intention to return or exchange an item.

2. Correct Address: Make sure to send the product to the address provided by our customer service team. Returns sent to the wrong address will not be credited.

3. Packing and Shipping: Pack all items securely and use tracked shipping. Metro Mates Art is not responsible for lost or damaged items during return shipping.

4. Identification: Include your full name and order number with the return to prevent processing delays.

5. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Feel free to reach out if you have any questions or need further assistance.

VAT/Duties are not included.

Exclusions:

• This policy covers only full-priced Metro Mates Arts only.
• Custom-made items are final sale and cannot be returned, refunded, or exchanged.

Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at our contact page.

Buyers are responsible for return shipping costs