Exchange and return policy
Exchange and Return Policy
Upon purchasing any product on the website www.metadilstore.com, the customer fully accepts the terms of our delivery, exchange and return policy.
Repair, Exchange and Return
Metadil will exchange the product(s) purchased by its customers, in accordance with the provisions of the Consumer Protection Code. The option to exchange the product will only be available in the event of a defect or defect, and the customer must inform it through one of the service channels and follow the instructions received so that the exchange request can be analyzed and processed. If a technical or manufacturing defect is identified, the deadline for requesting an exchange/return is up to 7 (seven) calendar days, counting from the date of receipt of the product. If products other than those originally purchased are delivered, the customer must refuse delivery or request an exchange of the product within 7 (seven) calendar days from the date of receipt. Any return or exchange of products sold by Metadil Store must be communicated to the service channels, before the products are returned to our distribution center. Exchanges or requests for withdrawal of the product purchased will only be accepted by the customer who is: Perfectly packaged in the original packaging; Accompanied by manual and all accessories; No signs of damage, use or consumption; Accompanied by the 1st copy of the Sales Invoice or DANFE (Electronic Invoice Auxiliary Document), as applicable. Metadil will only exchange products after confirming that the product is suitable for replacement. This process can take up to 10 (ten) business days from receipt of the merchandise at the distribution center.
Purchase Regret (Return)
If the customer regrets the purchase made, they can exercise their right by expressing their interest to Metadil Store through communication channels within 7 (seven) days of receiving the product. The merchandise will undergo an assessment to check whether there was any damage during use. In these cases, a return will not be possible. Once the return is approved, Metadil will refund the value of the merchandise to the customer according to the payment method used to make the purchase: being (i) deposit into a current account, within a period of up to 5 (five) business days, or (ii) contacting the credit card administrator, within 5 (five) business days, so that it informs the financial institution responsible for the credit (reversal) which may occur on up to two subsequent invoices, depending on the closing date of the credit card bill. Deadlines will only be computed upon receipt of the merchandise subject to return at our distribution center.
Custom Orders
For personalized and/or special orders, cancellation implies specific policies: If the order is still "In Production", the refund will be 50% of the total amount. Metadil is exempt from the obligation to comply with any request for exchange or return of any product that has been manufactured to order, understanding by order any item that has its characteristics, such as color and dimensions, defined by the CUSTOMER. In this case, the right of withdrawal provided for by the Consumer Protection Code does not apply as per guidance from the Consumer Protection and Defense Attorney's Office - PROCON: "Title: 001 - WHEN THE SUPPLIER WORKS WITH PRODUCTS ON ORDER, THEY ARE OBLIGATED TO ACCEPT THE WITHDRAWAL OF THE CONSUMER? - The Consumer Protection Code does not oblige the supplier to accept withdrawal after the deal has been completed. It is up to the supplier to fulfill the offer.” • Outlet category products cannot be exchanged or returned due to regret. Returns or exchanges will only be accepted if the product is defective within the legal warranty period (90 days). It is important to note that personalized products are manufactured to order, making returns unfeasible. This approach aims to ensure transparency and consider the particularities of the personalized products offered by Metadil.