Return & Refund Policy

Last updated: March 15, 2025

At Metislounge, we want you and your pets to feel completely satisfied with every purchase. We understand that sometimes a product may not meet expectations, and we are here to make the return and refund process as simple and transparent as possible.

This Return & Refund Policy explains your rights, our procedures, and how we handle returns, refunds, and related requests.

Return & Refund Overview

Below is a quick overview of our return and refund timelines to help you easily understand the process:

Process Timeframe Details
Return Window 30 Days From the date of delivery
Refund Processing Up to 8 Business Days After approval, no fees applied

This overview is provided for convenience. Please read the full policy below for complete details.

Return Eligibility

You may request a return within 30 days from the date your order is delivered. To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, and in its original condition
  • The item must be returned in its original packaging
  • All included accessories, tags, and components must be intact
  • Proof of purchase (order confirmation or receipt) is required

Returns that do not meet these criteria may not be accepted.

If you have questions about eligibility, you can visit our FAQs page for additional guidance.

Non-Returnable Items

For hygiene and safety reasons, certain pet-related products may not be eligible for return unless they are defective or damaged upon arrival. These may include:

  • Used pet beds or carriers
  • Opened feeding accessories such as bowls or feeders
  • Items showing signs of wear, dirt, or pet usage

If your item arrives damaged or defective, please contact us immediately so we can resolve the issue appropriately.

Return Process

To initiate a return, please follow these steps:

  1. Contact us via our Contact Us page with your order number and reason for return
  2. Wait for return instructions and confirmation from our team
  3. Carefully pack the item and ship it to the address provided
  4. Provide tracking information (if available) to ensure proper processing

Please do not send items back without prior authorization, as this may delay or prevent processing.

Return Shipping

Customers are responsible for return shipping arrangements unless the item received is defective, damaged, or incorrect.

  • We recommend using a trackable shipping service
  • Shipping costs for returns are non-refundable
  • Metislounge is not responsible for items lost during return transit

In cases where the return is due to our error, we will provide appropriate support to resolve the issue.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

  • Refund Processing Time: Up to 8 business days after approval
  • Refund Method: Original payment method
  • Fees: No restocking or processing fees

Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.

For more details about payments, you may refer to our Payment Methods page.

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Check your bank account again
  • Contact your credit card company or payment provider
  • Allow additional processing time as required by your bank

If you still need assistance, please contact us so we can investigate further.

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return the original item and place a new order.

This ensures faster processing and product availability.

Order Cancellation

Orders may be canceled or modified before they are processed and shipped. Once an order has been dispatched, it can no longer be canceled.

To request a cancellation or change, please visit our Cancel / Change Order page.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

  • Provide your order number and clear photos of the issue
  • Our team will review and provide a resolution promptly
  • We may offer a replacement or refund depending on the situation

We are committed to ensuring that every customer receives the correct and high-quality products they expect.

Store Information

If you have any questions regarding returns or refunds, please contact us:

Store: Metislounge
Address: 218 Weston Rd, Wrightsville, GA 31096, United States
Email: support@metislounge.com
Support Hours: 8:00 AM – 7:00 PM (EST), Monday – Saturday

You may also find helpful information on the following pages:

Thank you for choosing Metislounge. We are dedicated to providing a reliable and enjoyable shopping experience for you and your pets.