metalshop   /   Complaints and returns

Complaints and returns

RETURN OF GOODS

Goods can be returned within 14 days of receiving the order. Please complete the return form (choose Return).

We will then send you the supporting documents, how to send the goods back to us in the e-mail.

Here you can find the list of return addresses.

Please do not send the goods without filling out the form. If not, we will not be able to match the shipment with your order and process the request.

  • Goods must not show signs of wear, use or damage.
  • The goods must be carefully packed, ideally in the box in which they were sent to prevent damage during shipping.
  • In case you are about to return the goods in its original box, please don't write the address directly onto it. We suggest to wrap the box first or to pack it into another box to transport.
  • Please do not return the goods as cash on delivery, we cannot accept such shipments.
  • Due to customs clearance, we will have to deduct this amount from the price of the returned goods.

We do not offer a free return service. Direct return costs are paid by the customer.

We send the money to your bank account immediately after delivery of the goods to our central warehouse, but within 14 days at the latest.

In case you have used the PayPal for the payment and have a free refund service activated in your account, so-called PayPal Cost Free Returns, PayPal will reimburse you for the cost of returning the item.


EXCHANGE OF GOODS

Goods can be exchanged within 14 days of receiving the order. Please fill out an exchange form (choose Exchange).

We will then send you the supporting documents, how to send the goods back to us in the e-mail box.

Due to Brexit changes, it is not possible to exchange the products in the United Kingdom now.

Here you can find the list of return addresses.

Please do not send the goods without filling out the form. If not, we will not be able to match the shipment with your order and process the request.

  • Goods must not show signs of wear, use or damage.
  • The goods must be carefully packed, ideally in the box in which they were sent to prevent damage during shipping.
  • In case you are about to return the goods in its original box, please don't write the address directly onto it. We suggest to wrap the box first or to pack it into another box to transport.
  • Please do not return the goods as cash on delivery, we cannot accept such shipments.

The customer pays the cost of shipping the goods; however we do not charge any additional postage for shipping the new goods regardless of the price of the shipment.

As soon as the shipment arrives at our central warehouse, we will immediately send new goods to your address.

As part of the internal merchandise exchange process, Metal-shop.eu can create a new order on your behalf.


COMPLAINTS OF GOODS

Any customer who has purchased goods at www.metal-shop.eu has the right to make a claim within 24 months of receiving the goods. The buyer is obliged to inspect the delivered goods immediately upon receipt. Any visible defects or deficiencies must be reported to us within 3 working days. All complaints will be examined within 30 days. In the event of a legitimate claim, we will refund the fees incurred.

Please fill out a claim form (choose Complaints) detailing the problem and attach photos. After receiving the complaint, we will contact you for further action.

To accept a claim, it is not always necessary to send the goods back - damaged products, including packaging material, please do not dispose. Keep everything for the duration of the reclaim.

The shipment should include a copy of the invoice. If the product was delivered in the original box, return it as well.

The guarantee does not apply to:

  • damage caused during transportation (this damage is the responsibility of the shipping company);
  • damage caused by prolonged improper use and natural wear;
  • damage caused by improper or unusual use;
  • damage caused by external factors and non-professional manipulation.

Online Dispute Resolution

  • Effective February 15, 2016 the EU Commission has created a platform for extrajudicial dispute resolution. This gives consumers the opportunity to resolve disputes related to online orders without the requirement for a judicial process involving courts and judges. This dispute resolution process is available via the external link at: http://ec.europa.eu/consumers/odr/.
  • Metalshop s.r.o. is not obliged to and unfortunately can not offer our participation in any such alternative dispute resolution before out-of-court (non-judicial) entities. If you have a complaint, please contact us at .

E-shop operator

METALSHOP.CZ, s.r.o.

Bystřice 174
739 95 Bystřice
CRN: 28574699
VAT no: CZ28574699
Czech Republic

NOT SURE HOW TO PROCEED?

Contact us by email at .

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