Returns & Refunds Policy

We want you to be completely happy with your MettalCase purchase. If you change your mind, you can return an eligible item within 14 days of receiving your order, subject to the conditions below.

Returns

To be eligible for a return, your item must be:

• Unused

• In its original condition

• Returned with its original packaging

• Safely packaged to prevent damage during transit

• Free from additional courier or shipping labels attached directly to the product or original product packaging

If your return is accepted, we will provide you with the relevant return instructions.

Unless the return is due to a confirmed product fault or an error made by MettalCase, the cost of returning the item is the customer's responsibility.

We strongly recommend using a tracked and appropriately insured delivery service when returning your order, as MettalCase cannot be responsible for items that are lost or damaged while being returned to us.

Cancelling an order

If you would like to cancel your order, please contact us as soon as possible.

If your order has not yet been dispatched, we will do our best to cancel it before shipment and process the appropriate refund.

Orders already in transit

Once an order has been dispatched and is in transit, we are unable to recall or intercept the parcel with the courier.

For this reason, a return, cancellation or refund cannot be completed while the parcel is still in transit.

However, this does not prevent you from returning an eligible item.

If you decide that you no longer want the order after it has been dispatched, simply allow the parcel to be delivered. Once you have received it, please contact us and we will be happy to arrange the return in accordance with this Returns & Refunds Policy.

Provided the item remains unused, in its original condition and packaging, your return rights will not be affected simply because the parcel had already been dispatched when you contacted us.

Refunds

Once your returned item has been received, we will inspect it to confirm that it meets the return conditions.

If the return is approved, your refund will be processed back to your original payment method.

Please allow a reasonable period for the refund to appear in your account after it has been processed, as processing times can vary depending on your bank or payment provider.

Where required under applicable consumer law, the original standard delivery charge will also be refunded.

Additional delivery services or upgrades, such as express delivery, may not be refundable where the service has already been provided.

Return shipping costs

For change-of-mind returns, customers are responsible for arranging and paying for the return delivery.

MettalCase will normally only provide or cover return shipping where:

• We have sent you the wrong item

• The product has been confirmed as faulty and the appropriate resolution requires it to be returned

• We have specifically agreed to cover the return cost

Please do not send products back without first contacting us and receiving return instructions.

Faulty or defective products

If you believe your product has a manufacturing defect, please contact us with your order details and clear photographs or videos showing the issue.

Manufacturing defects may be covered by our 3-year manufacturer warranty.

Our warranty covers manufacturing defects only and does not cover accidental damage, misuse, normal wear and tear or damage caused by airlines, couriers or other third parties.

Please see our full Warranty Policy for details:

https://mettalcase.com/pages/warranty

Airline and baggage-handler damage

If your suitcase is damaged while in the possession of an airline, airport baggage handler or another third party, this is not treated as a return or manufacturing defect.

Damage caused during airline handling should normally be reported directly to the airline responsible.

Airlines have dedicated procedures for reporting damaged baggage, and claims are often subject to strict reporting deadlines.

For more information about airline damage, what is and isn't covered by the MettalCase manufacturer warranty, and guidance on making a damaged baggage claim, please visit:

MettalCase Warranty & Airline Damage Guide
https://mettalcase.com/pages/warranty

If you're unsure whether an issue appears to be a manufacturing defect or damage caused during travel, you're welcome to contact us and we will be happy to review the information with you.

Damaged returns

Please take reasonable care when packaging an item for return.

Products should be returned securely inside their original packaging wherever possible.

Please remove or cover any previous courier labels and avoid attaching shipping labels directly to the suitcase itself.

If an item is returned damaged as a result of inadequate packaging or handling during the customer's return shipment, this may affect the amount we are able to refund, subject to your statutory rights.

Exchanges

If you would like to exchange your item for a different size, colour or model, please contact us.

Depending on stock availability, we may be able to arrange an exchange.

In some circumstances, the simplest option may be to return the original item for a refund and place a new order for the preferred product.

Any difference in price between products will need to be paid or refunded as appropriate.

Items that cannot be returned

We may be unable to accept change-of-mind returns for:

• Items that have been used

• Items returned outside the applicable returns period

• Products that have been damaged after delivery

• Items that are not in their original condition

• Products missing significant original packaging or components

• Personalised, customised or made-to-order products where applicable

This does not affect your statutory rights where a product is faulty, not as described or otherwise does not conform with applicable consumer law.

How to start a return

To request a return, please contact:

info@metalcase.com

Please include:

• Your order number

• The item you would like to return

• The reason for the return

• Photographs where the product is faulty or damaged

We will review your request and provide you with the appropriate next steps and return instructions.

Please do not return a product without contacting us first.

Your statutory rights

This Returns & Refunds Policy is provided in addition to your statutory rights as a consumer.

Nothing in this policy is intended to exclude, restrict or replace any rights you may have under applicable consumer law.