Refund and Returns Policy
At Metwinn, we value your satisfaction and stand behind the quality of our products. Our refund and returns policy is designed to provide clarity and fairness while maintaining the high service standards we strive for. Please read the details below to understand how returns, exchanges, and refunds are handled.
1. Eligibility for Returns
We accept returns for most items purchased directly from Metwinn.com within 30 days of delivery. To be eligible for a return, the item must meet the following conditions:
- The product must be unused, unassembled, and in its original packaging.
- All accessories, manuals, and components must be included.
- The item must not show signs of wear, damage, or modification.
Items that do not meet these conditions may not qualify for a refund or exchange.
2. Non-Returnable Items
For safety and hygiene reasons, certain items cannot be returned unless defective upon arrival. These include:
- Custom or personalized tool sets.
- Items marked as final sale or clearance.
- Used or modified products.
3. Return Process
To initiate a return, please contact our customer service team via email before sending back any items. Once your request is reviewed, we will provide detailed instructions for shipping the product back to our authorized return center. Returns sent without prior authorization may not be accepted.
Return steps:
- Send your request to [email protected] with your order number, reason for return, and photos (if applicable).
- Wait for our confirmation and return authorization instructions.
- Ship the item back using a trackable delivery method to the address provided by our team.
4. Shipping Costs for Returns
Unless the return is due to an error on our part (such as receiving a defective or incorrect item), customers are responsible for the return shipping costs. We recommend using a reliable carrier with tracking to ensure your return is received safely.
5. Damaged or Defective Items
If your order arrives damaged, defective, or missing parts, please contact us within 7 days of delivery. Our support team will verify the issue and offer one of the following solutions:
- Replacement of the defective item.
- Partial refund for the affected component.
- Full refund if the issue cannot be resolved with a replacement.
6. Refund Processing
Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. Approved refunds will be processed back to your original payment method within 5–10 business days, depending on your bank or payment provider’s policies.
7. Exchanges
We currently do not offer direct exchanges. If you wish to replace an item, please return it for a refund following the steps above, and then place a new order for the product you prefer.
8. Late or Missing Refunds
If you haven’t received your refund after the standard processing time, we recommend checking with your bank or payment provider first. If the issue persists, contact us and we will help confirm whether the refund has been issued from our end.
9. Order Cancellations
Orders can only be canceled before they have been shipped. Once your order has entered the shipping process, cancellation will no longer be possible. In such cases, please follow the standard return procedure after receiving your package.
10. Contact Us
If you have any concerns or questions regarding returns or refunds, please reach out to us at:
Email: [email protected]
Address: Room 617, No. 97 Lingdong Road, Xiuquan Sub-district, Huadu District, Guangzhou City, Guangdong Province, China
Our goal is to ensure that every Metwinn customer feels confident in their purchase and supported at every step of their ownership experience.
