Refund policy

At Metanilo.com, we are here for you with anything you need, and if need some help or having questions, please read below and understand how we handle returns and refunds:

1. Contact Information

Store Name: Metanilo.com
Legal Business Name: ESR Fulfillment & Storage
Address: 5636 Etheridge St, Houston, Texas 77087, United States of America
Email: Hello@metanilo.com
Phone: +1 323 203 4445
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM (Central Time)

Please Expect a reply from us within 24-48 hours on business days.

2. Order Fulfillment & Return Location

Metanilo.com is a business based in the United States. Our orders are processed and shipped with the assistance of international fulfillment partners and warehouse facilities. As a result, the location from which your order is shipped may be different from our registered business address, and authorized returns may need to be sent to an international return facility. Once your Return Authorization has been approved, we will provide you with the appropriate return address and instructions. Please do not mail or ship any returns to our registered business address unless you have been specifically instructed to do so by our customer support team.

3. 30-Day Return Period

You have 30 days from the date your order is delivered to submit a return request. To qualify for a return, the product must remain unused, free from damage, and be sent back in its original packaging. You will also need to provide valid proof of purchase, such as your order number or receipt. Return requests submitted more than 30 days after delivery may not qualify for a refund.

4. How to Start a Return

To request a return, please contact us at Hello@Metanilo.com and include your order number along with the reason for your return. Our support team will evaluate your request and typically get back to you within 1–2 business days. If your return is approved, we will provide you with a Return Authorization and the necessary instructions for sending the item back. Approved items must be shipped within 7 days from the date of approval. Please note that returns sent without receiving prior authorization from our team may not be accepted.

5. Return Shipping Costs

If your order arrives defective, is damaged during shipping, or contains an item different from what you ordered, please notify us within 48 hours of delivery and provide clear photos showing the issue. After reviewing your claim, we will arrange either a replacement or a full refund at no additional cost to you. For returns made because you changed your mind, no longer wish to keep the product, or accidentally ordered the wrong item, the cost of return shipping will be the customer's responsibility. All such return shipments must be sent using a trackable shipping method.

6. Refund Processing

After your returned item arrives and has been inspected by our team, we will send you an email confirming that the return has been received and reviewed. If a refund is approved, it will be issued within 7 business days following the inspection and credited to the original payment method used for the purchase. Please keep in mind that the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.

7. Exchanges

If you would like to exchange a product, please get in touch with our customer support team. After your return request has been reviewed and approved, you may place a new order for the replacement item. All exchange requests are subject to the same eligibility requirements and conditions that apply to regular returns.

8. Order Cancellations

You may request to cancel your order at any point before it has been shipped and receive a full refund. If the order has already been shipped, it can no longer be cancelled, and you will need to follow our standard return procedure once the order has been delivered.

To submit a cancellation request, please contact us at hello@metanilo.com

9. Non-Returnable Items

Certain products are not eligible for return. These include custom-made or personalized products, as well as hygiene-related items that have been opened or used. Hygiene items may only be eligible for return if they remain unopened and unused.

10. Restocking Fee

We do not charge a restocking fee for eligible returns. The restocking fee for all approved returns is $0.