Refund policy

Return & Refund Policy

Effective Date: January 4, 2026

Please read this policy carefully before placing an order with Metroline Associates Pvt. Ltd. By placing an order through metroline.store or any official Metroline Associates sales channel, you acknowledge and agree to the terms outlined below.

1. General Policy

At Metroline Associates Pvt. Ltd., customer satisfaction is important to us. Every product is inspected and verified before dispatch to ensure quality and accuracy.

The following policy applies to all purchases unless otherwise agreed in writing:

  • Returns are not accepted once an order has been delivered.
  • Refunds are not provided under any circumstances.
  • Replacements only are available for eligible products that are:
    • Damaged during transit.
    • Defective or non-functional upon delivery (Dead on Arrival).
    • Incorrectly supplied (wrong model, colour, or specification).
  • Orders may only be cancelled before dispatch. Once an order has been shipped, cancellation is not possible.

Replacement is the sole remedy available under this policy.

2. Replacement Policy

Replacement requests will be considered only after verification.

Eligible Cases

A replacement may be approved if:

  • The product arrived damaged during shipping.
  • The product is defective or non-functional upon delivery.
  • The delivered product differs from the confirmed order.

How to Request a Replacement

Please submit your request within 7 days of delivery by emailing contact@metrolineassociates.com with:

  • Order Number
  • Product Name & Model
  • Description of the issue
  • Clear photographs and/or videos
  • Customer contact details

Our support team will review your request and communicate the outcome along with the next steps.

If required, the product may need to be returned to Metroline Associates Pvt. Ltd. for inspection before a replacement is approved.

3. Conditions for Replacement

To qualify for a replacement:

  • The issue must be reported within 7 days of delivery.
  • The product must remain in its original condition.
  • Original packaging, accessories, manuals, warranty cards and invoice must be retained.
  • The product must not show signs of misuse, accidental damage, modification or unauthorised repair.

All replacement requests are subject to inspection and verification.

Metroline Associates Pvt. Ltd. reserves the right to approve or reject any replacement request based on inspection findings.

Where applicable, manufacturer warranty claims may be handled directly through the respective authorised service centre.

4. Cancellation Policy

Orders may be cancelled only before dispatch.

To request cancellation, please contact us immediately at:

contact@metrolineassociates.com

Please include:

  • Order Number
  • Customer Name
  • Reason for cancellation

Once an order has been dispatched, it cannot be cancelled.

5. Important Notes

Please note the following:

  • Customized, made-to-order, specially procured or branded products are not eligible for replacement unless found defective upon arrival.
  • Products specifically marked as Non-Returnable or Non-Replaceable on the product page are excluded from this policy unless otherwise required under applicable law.
  • Replacement is subject to product availability. If the same product is unavailable, Metroline Associates Pvt. Ltd. may offer an equivalent product at its sole discretion.
  • Transit damage should be reported immediately upon delivery.
  • Metroline Associates Pvt. Ltd. reserves the right to reject fraudulent, incomplete or unverifiable claims.

How to Request a Replacement

To help us process your request quickly, please email contact@metrolineassociates.com within 7 days of delivery.

Suggested Email Subject

Replacement Request – Order #XXXX

Please include:

  • Order Number
  • Purchase Date
  • Product Name & Model
  • SKU (if available)
  • Reason for replacement
  • Clear photographs
  • Video demonstrating the issue (if applicable)
  • Customer Name
  • Contact Number
  • Delivery Address

Our team will acknowledge your request and guide you through the inspection and replacement process.

Frequently Asked Questions (FAQs)

Can I return a product for a refund?

No. Metroline Associates Pvt. Ltd. does not accept product returns or provide refunds. Only eligible replacement requests are considered.

My product is covered under the manufacturer's warranty. What should I do?

Depending on the product and manufacturer, we may direct you to the authorised service centre or assist you through the applicable warranty process.

How long does the replacement process take?

Replacement timelines depend on:

  • Verification of the claim
  • Inspection (if required)
  • Product availability
  • Shipping timelines

Our team will provide an estimated timeframe once your request has been approved.

Who bears the return shipping cost?

If inspection is required, Metroline Associates Pvt. Ltd. will provide shipping instructions. Any applicable shipping responsibilities will be communicated during the approval process.

Contact & Support

For assistance regarding replacements, cancellations or order-related queries:

Metroline Associates Pvt. Ltd.

Plot No. 52, Premnagar Housing Society,
S. No. 692, Bibwewadi,
Pune – 411037, Maharashtra, India

Email: contact@metrolineassociates.com

Consumer Rights

Nothing in this policy limits or excludes any rights available to consumers under applicable laws of India, including the Consumer Protection Act, 2019, where such rights cannot legally be waived.

Policy Version: 1.0
Effective Date: January 4, 2026

Metroline Associates Pvt. Ltd. reserves the right to amend, modify or update this policy at any time without prior notice. The latest version will always be available on this page.