MetroHavene Store Return & Refund Policy

Return Window

MetroHavene Store gladly accepts returns submitted within 30 days of the delivery date. To qualify, returned merchandise must be unused, unopened, and in its original resalable condition, with all original product tags (where applicable) still attached and the original packaging fully intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return even after the 30-day window has passed.

Items that cannot be returned:

• Final sale merchandise (clearly identified as final sale at the time of checkout)
• Personal care, hygiene, and intimate apparel products that have been opened or partially used
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gift cards, and physical gift cards
• Products damaged as a result of customer misuse, improper storage, or failure to follow the product handling instructions provided
• Returns received after the 30-day window without prior written authorization from MetroHavene Store customer support

How to Initiate a Return

1. Send an email to our support team at service@MetroHavene.shop including your complete order number, the specific item(s) you intend to return, and a short explanation of the reason. If your return concerns damage or a defect, please attach clear photographs of the affected items and their packaging with your initial request.
2. Our team will evaluate your request and provide a valid Return Merchandise Authorization (RMA) number within one business day, together with return shipping instructions where applicable.
3. Carefully pack the item(s) being returned so they are protected from damage in transit, and write the issued RMA number clearly and legibly on the outside of the shipping package. Please do not write directly on the original product packaging.
4. Send the package to the return address specified in your RMA confirmation email, using a shipping method that provides tracking.

Returns that arrive without a valid, active RMA number may be declined upon receipt or may encounter substantial processing delays. MetroHavene Store cannot be held responsible for return packages that are lost or stolen when shipped without a valid RMA.

Refund Processing

Once MetroHavene Store receives and inspects an approved return, the refund is issued to your original payment method within 3–5 business days. For approved damage or defect claims where valid photographic proof was supplied upfront, refunds are issued within 1–2 business days of claim approval. Your bank or card issuer may require an additional 5–10 business days to post the refunded amount to your statement, depending on that institution's processing timelines. Original shipping charges are not refundable unless the return results from an error on our part (for example, an incorrect or damaged item was sent). MetroHavene Store issues all refunds directly to the original payment method used at checkout; store credit will be provided only when the customer explicitly requests it at the time of the return.

Damaged or Incorrect Items

Should your order arrive damaged, include incorrect items, or differ from its description, please contact us within 7 days of delivery and provide clear photographs of the issue, your order number, and a description of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you, and we will cover all return shipping fees connected with sending back the affected item.

Return Shipping Costs

The customer bears all standard return shipping costs, except where the item is defective, was damaged in transit, or the issue stems from an error by MetroHavene Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction taken from your total refund amount. Whenever a return is caused by a MetroHavene Store error (incorrect items, shipping damage, or items defective on arrival), we absorb 100% of the return shipping costs, with no deductions applied to your refund.