Refund policy

Return and Refund Policy

We want you to shop with confidence at Metro Elegance. This policy explains our 14-day change-of-mind returns, order cancellations, and your rights when a product is faulty, damaged, incorrect or not as described.

Order Cancellations

You may request to cancel an order before it has been dispatched. We do not charge a cancellation fee. Please email help@metroelegance.com.au as soon as possible and include your order number.

If the order has already been dispatched, it cannot be cancelled in transit. You may request a change-of-mind return after delivery under the terms below.

14-Day Change-of-Mind Returns

If you are not satisfied with your purchase, you may request a return within 14 calendar days of the date the order is delivered.

To be eligible for a change-of-mind return, the product must:

  • be unused, undamaged and in resalable condition;
  • include all original parts, accessories and instructions; and
  • be returned in its original packaging, where reasonably possible.

We may refuse a change-of-mind return, or reduce the refund, if the product is damaged, incomplete, used beyond what is reasonably necessary to inspect it, or not returned in resalable condition.

How to Request a Return

  1. Email help@metroelegance.com.au within 14 calendar days of delivery. Include your order number, the item you wish to return and the reason for the return.
  2. Wait for return instructions and the correct warehouse address. Please do not send a return to the address on the parcel or invoice unless our team confirms it.
  3. Pack the product securely and use a tracked delivery service. Keep your lodgement receipt and tracking details until the return is completed.

Change-of-Mind Return Costs

  • You are responsible for the cost of returning a change-of-mind item to our nominated warehouse.
  • A $20 return processing fee will be deducted from the refund for each approved change-of-mind return request.

The $20 return processing fee and customer-paid return shipping do not apply where the product is faulty, damaged, incorrect, unsafe, not as described, or otherwise covered by the Australian Consumer Law.

Faulty, Damaged, Incorrect or Not-as-Described Products

Please contact us as soon as possible at help@metroelegance.com.au with your order number and a description of the problem. Photos or video may help us assess the issue, but they do not replace your rights under the Australian Consumer Law.

Where a product does not meet a consumer guarantee, you may be entitled to a repair, replacement or refund depending on whether the problem is major or minor. We will not charge the $20 return processing fee for an Australian Consumer Law remedy.

If a confirmed faulty product can be posted or easily returned, we will reimburse reasonable return costs. For a confirmed faulty product that is large, heavy or difficult to remove, we will arrange collection or cover reasonable return costs as required by the Australian Consumer Law.

A product returned because of a fault does not need to be in its original packaging. We may ask for proof of purchase and information reasonably required to assess the problem.

Refunds

For an approved change-of-mind return, we will inspect the product after it arrives. If it meets the return conditions, we will refund the product price less the $20 return processing fee.

Approved refunds are processed to the original payment method within 7–10 business days after inspection. Your bank or payment provider may take additional time to make the funds available.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes any rights or remedies you may have under that law.

Contact Us

Email: help@metroelegance.com.au