Return & Cancellation Policy

In the realm of e-commerce, a well-defined return and cancellation policy is essential for maintaining customer trust and satisfaction. Such policies not only protect the interests of consumers but also serve to enhance the overall shopping experience. A comprehensive return policy can lead to increased customer loyalty, with studies indicating that approximately 67% of consumers consider a retailer's return policy before making a purchase.

When establishing a return policy, it is crucial to consider several key factors. First, the time frame for returns should be clearly defined. A common practice is to allow returns within 30 days of purchase, as this period is generally acceptable to consumers and provides ample time for evaluation of the product. Additionally, the condition of the item upon return should be specified; for instance, items must be unworn and in their original packaging to qualify for a full refund.

Another important aspect is the method of return. Providing multiple options, such as in-store returns, mail returns, or drop-off locations, can significantly enhance customer convenience. Research indicates that 75% of consumers prefer retailers that offer flexible return options. Furthermore, it is advisable to outline who bears the cost of return shipping. Many companies opt to cover this cost for returns due to defective products, while others may charge a fee for returns initiated by the customer.

Cancellation policies are equally important, particularly for pre-orders or items that require customization. A clear cancellation policy should specify the time frame in which a customer can cancel their order without penalty. Typically, a window of 24 to 48 hours is standard for most retailers. Beyond this period, it is essential to communicate any potential fees or conditions that may apply to cancellations.

Transparency is a vital component of any return and cancellation policy. Providing clear, accessible information on the website can reduce confusion and enhance customer satisfaction. It is recommended to present this information in a dedicated section of the website, ensuring that it is easy to locate and understand. Additionally, utilizing straightforward language and bullet points can improve readability and comprehension.

In conclusion, a well-structured return and cancellation policy is a critical element of e-commerce operations. By considering factors such as time frames, conditions for returns, methods of return, and cancellation procedures, merchants can foster a positive shopping environment. This, in turn, can lead to increased customer retention and a stronger brand reputation in the competitive online marketplace.

Order Delivery and Cancellation

For all confirmed orders, the order will be dispatched within 2 to 3 business days. The delivery timeline may vary depending on the time required by courier partner and remote areas may experience a longer delivery timeline.

Once an order has been shipped from our store or warehouse, it cannot be cancelled.

If you wish to still proceed with cancellation, you may refuse to accept the delivery when the courier partner arrives. If you accept the delivery but are not satisfied with your order upon delivery, you can raise a return request through our return process.

Return Policy

Returns are accepted within 10 days of receipt, provided the items are unused and undamaged.

• Front Image of the product
• Bottom (Sole) Image
• Brand Box Image along with the shoes
• Tag Image
• Additional Images (if applicable)

Returns Process

1. Go to: https://metroactiv.com/apps/return_prime
2. Enter your order number and email/phone
3. Select the order from the list of orders and click on "Return"
4. Select your reason from the given list
5. Upload images as per the mandate shared in return policy above. 4-5 images - Front Image, Bottom Sole Image, Brand Box Image with Shoes, Tag Image, and Additional images proof.
6. Ensure that the product tags are intact
7. Select the preferred refund mode
8. Verify your address and proceed to return

Refund Policy

Refunds will be processed as follows:

• Prepaid refunds take 5 to 7 business days, depending on your bank partner processing time, after the refund is initiated.
• Please note that Metroactiv only initiates a refund after the returned product has been received and the condition check has been accepted. Items that fail the condition check will not be eligible for a refund or return.
• The timeline for initiation of the refund may vary depending on the time required by the courier partner to return to the Metroactiv delivery centre.
• Metroactiv reserves the right to decline returns or refunds if the policy conditions are not met.
• For any queries, customers can reach out to customercare@metroactiv.com