Refund policy
Return & Refund Policy - Metroline Associates Pvt. Ltd.
Effective date: January 4, 2026. Please read this policy carefully before placing an order.
1. General Policy
At Metroline Associates Pvt. Ltd., we value your trust and strive to deliver high-quality products and services. The following terms apply to all orders placed through metroline.store and any Metroline sales channels unless otherwise agreed in writing.
- No Returns Accepted: We do not accept product returns once the order has been delivered.
- No Refunds: Refunds are not applicable under any circumstances.
- Replacements Only: Customers are eligible only for replacement where the product is faulty, defective, damaged in transit, or materially different from what was ordered.
- Cancellations: Orders can be cancelled only before dispatch/shipping. Once shipped, an order cannot be cancelled.
2. Replacement Policy
Replacements are provided only under specific, verifiable conditions as listed below.
Replacement is applicable in case
- Product received is damaged in transit.
- Product is defective or non-functional on arrival.
- Product delivered is different from what was ordered (model, color, or specification mismatch).
How to request a replacement
- Raise a replacement request within 7 days of delivery.
- Send an email to orders@metroline.store with the required details (order number, product details, clear photos/videos).
- Our team will review the submission and confirm eligibility within our review window.
- If approved, we will communicate next steps and arrange the replacement.
Note: In some cases the item may need to be returned to Metroline for inspection before we issue a replacement. We will provide clear shipping instructions if return is required.
3. Conditions for Replacement
To ensure a smooth and timely replacement process, please observe these conditions:
- Items must be returned (if requested) in the original packaging with all accessories, manuals, and the original invoice.
- Products must not show signs of usage, misuse, mishandling, unauthorized repairs, or physical damage after delivery; such damage is not covered.
- Where applicable, manufacturer warranty claims may require customers to approach the authorized service center directly; Metroline will advise when this is necessary.
4. Cancellation Policy
Order cancellation rules are strict to protect inventory and logistics schedules.
- Orders can be cancelled only before dispatch.
- If you need to cancel, contact us immediately at orders@metroline.store with your order details.
- Once the order is shipped, cancellation is not possible. Please check delivery status before requesting cancellation.
5. Important Notes
- Customized or special orders (made-to-order or branded items) are not eligible for replacement unless they are demonstrably faulty on arrival; such exclusions will be clearly stated on the product page.
- Any item marked as non-replaceable will display that information on the relevant product page.
- Metroline Associates Pvt. Ltd. reserves the sole right to approve or reject replacement claims based on inspection and verification.
- By placing an order with Metroline Associates Pvt. Ltd., the buyer accepts and agrees to this Return & Refund Policy.
How to Request a Replacement - Practical Checklist
Follow this checklist to speed up the review and approval process.
- Within 7 days of delivery, compose an email to orders@metroline.store.
- Subject line: Replacement Request - Order #[your order no]
- Include in the email body:
- Order number and purchase date
- Exact product model and SKU
- Reason for replacement (brief)
- Clear photos and/or short video showing the issue (attach files)
- Customer contact number and full delivery address
- Await confirmation email from our team - we will acknowledge receipt and advise next steps within our review window.
Frequently Asked Questions
A: No. Metroline does not accept returns and does not issue refunds. Replacements are provided only where eligibility is confirmed.
A: For items covered by manufacturer warranty, we will advise whether the claim should be handled via the authorised service centre or via Metroline’s replacement workflow.
A: After you submit a complete request, our team will review and respond with eligibility and next steps. The total turnaround time depends on inspection, stock availability, and shipping timelines. Metroline will provide estimated timelines on approval.
A: Metroline will provide shipping instructions. Where returns are required for verification of an eligible claim, Metroline will outline the logistics and any shipping responsibilities as part of the approval process.
Contact & Support
For replacement requests and policy queries, use the following email addresses:
- Replacement requests & product issues: orders@metroline.store
- Order cancellations & order support: orders@metroline.store