Returns & Refunds

How can I return a product?

We offer an open box policy for grocery items which means that the customer can look at their order before accepting. Once a fresh item has been accepted by the customer, Metro Online will not accept any returns.

In the scenario that the product (excluding fresh items) has already been accepted by the customer and must be returned, the time limit for returns is 7 days from the date of purchase. The customer will have to bring the product to their nearest store and refund or replacement shall be as per company terms and conditions.

• Conditions for Returns
  1. The product must be unused, and without any flaws. If a product is returned to us in an inadequate condition, we reserve the right to refuse the return.
  2. The product must include the original tags, user manual, warranty cards, freebies, and accessories.
  3. The product must be returned in the original and undamaged manufacturer packaging / box.
  4. If there is a technical fault in the product and 3 days have passed since purchase, the customer must contact the brand’s service center.
  5. Please note that the refund claim will not be entertained if the invoice at the time of delivery is not stamped.

Metro Online reserves the right to refuse a full refund if the following are true:

• The item was damaged after being received by the customer:

The product will be thoroughly inspected once it has been brought to the store. If the item was damaged after being received by the customer, Metro will retain the right to reject the refund. If the item was damaged before being received by the customer, a voucher will be issued that can be availed on the Metro Online web/apps within a one-month time frame.

• If the product is Lost or Broken:

If the customer doesn’t receive an item despite paying for it, the amount will be returned to the customer by the relevant mode of payment within the time frame told by the payment partner authority.

• Missing Parts or Accessories

In the scenario that a product is received with missing parts/accessories, an investigation will be done to check whether the product was received by Metro in that manner. If yes, the customer will be issued a voucher. If not, then Metro reserves the right to reject the refund.

• Box damaged/Seal Broken:

In the scenario that a product is received with a damaged box/broken seal, an investigation will be done to check whether the product was dispatched from Metro in that manner. If yes, the customer will be issued a voucher. If not, then Metro reserves the right to reject the refund.

• Wrong Item Returned:

A refund will not be issued if the product returned is different than the product dispatched by Metro Online. However, if the customer received a wrong item from our staff, despite the correct item being dispatch by Metro, the customer will be eligible for a return voucher.

Wrong Item Sent:

If the customer returns the product claiming it is not what they had ordered, i.e., the variant is different, the color is wrong, or it is not as that shown on the platforms, then we will issue a voucher if applicable.

How can I get refunded for my order?

If the product is in an acceptable condition (see below), a voucher will be issued to the customer in exchange for the product. Metro will no longer accept the return if more than 7 days have passed from the date of purchase.

• Voucher Details
  1. A Customer will only be able to use the voucher on Metro Online platforms (Web/Apps).
  2. The voucher will be valid for a month after its issuing date.
  3. The customer will only be able to use it once, in one order for the whole amount. It cannot be split into different orders and used multiple times.
  4. Once the code is used, it will be inapplicable.

How long would it take for my refund to reach me?

How do I claim my warranty? 

If the product has a warranty, then please visit your nearest Metro stores , all Warranty claims shall be the sole responsibility of the Manufacturer or Warranty Service provider. In case of a product with no warranty, Metro is not responsible for any defects and/or damages.