Return Policy Page
1. Return/refund application
1.1 According to the terms and conditions in this refund and return policy and the terms of service, the buyer can apply for returning the purchased goods ("goods") and/or refund before the warranty period of Metro AG expires. Terms of service.
1.2 Metro AGGuarantee is a service provided by Metro AG at the request of users, aiming to help users deal with some conflicts that may occur during the transaction. Users can communicate with each other privately to resolve their differences, or contact local authorities to help them resolve any disputes before, during or after using Metro AG.
2. Return application
2.1 The buyer can only apply for refund and/or return under the following circumstances:
The buyer has not received the item;
The goods are defective and/or damaged at the time of delivery;
The goods received are incomplete (lack of quantity or accessories);
The seller has delivered the goods that are not in conformity with the agreed specifications (such as wrong size, color, etc.) to the buyer;
There are significant differences between the goods delivered to the buyer and the description provided by the seller in the list of goods;
The goods received are counterfeit goods * *;
The received items are physically damaged (such as dents, scratches and breakage);
The received goods are defective (e.g. faulty, unable to work as expected);
Through a private agreement with the seller, the seller must send his/her confirmation to Metro AG to confirm the agreement; or
Change your mind *
* Change of mind return policy only applies to certain categories and only to certain sellers.
* * Counterfeit goods return policy only applies to Metro AG sellers.
2.2 the buyer's application must be submitted through the Metro AG mobile application.
2.3 Metro AG will review each buyer's application on a case-by-case basis and decide whether the buyer's application is successful or not.
2.4 Please note that if requested by Metro AG, the buyer must deliver the goods to the place designated by Metro AG within ten (10) calendar days after the return request is made.
2.5 cgwlcms will decide whether to grant your refund and return request at its own discretion. The Buyer acknowledges and agrees that Metro AG's decision is final, decisive and binding, and promises and agrees that it will not bring a lawsuit against Metro AG or its affiliated companies or make any claim through other channels.
2.6 If the buyer has initiated legal proceedings against the seller, the buyer may provide Metro AG with a formal notice from the relevant authorities, requiring Metro AG to continue to hold the purchase money until a formal ruling is made. Metro AG will decide at its sole discretion whether it is necessary to continue to hold such purchases.
3. Priority of seller's rights
3.1 If you are the preferred seller, you should have received a separate written notice from Metro AG informing you to choose to participate in the Metro AG Preferred Seller Program. If you decide not to participate in Metro AG's preferred seller program at any time, please inform Metro AG in writing; Otherwise, you will be deemed to have chosen to continue to participate in the Metro AGPreferred Seller Program and agree to the terms and conditions stipulated in this refund and return policy. Metro AG may suspend or delete any preferred seller from Metro AG's Preferred Seller Program at any time at its sole discretion.
3.2 Metro AG's decision to grant refund or return in accordance with Section 2 above shall be binding on the relevant preferred sellers. The preferred seller agrees to abide by and do all necessary things to make the buyer's refund or return request effective and get the approval of Metro AG.
3.3 For any refund or return request granted by Metro AG, Metro AG will notify the preferred seller by e-mail ("e-mail notification") and organize the delivery of the returned goods to the address provided by the relevant preferred seller to Metro AG in writing to complete the refund and return process, as long as the address is located in the country/region where the relevant goods are listed for sale on the website ("local address"). If the preferred seller fails to provide the local address of the returned goods or fails to accept the returned goods within a reasonable time (determined by Metro AG) through other channels, Metro AG reserves the right to dispose of such goods through any channel as it deems appropriate, and the preferred seller shall be deemed to have lost all rights to the goods. If the preferred seller does not receive the returned goods, the preferred seller must notify Metro AG within seven (7) days after receiving the email notification (the "notification period"). Failure to notify Metro AG within the notice period will be conclusive evidence, and lead to the first-choice seller accepting the delivery of the item, and the first-choice seller agrees not to make any claim or dispute over any such item.
3.4 Notwithstanding the above provisions, Metro AG may, at its sole discretion, not return the goods approved for refund or return to the preferred seller, and the preferred seller shall be deemed to have lost all rights in the goods.
3.5 For any refund or return rejected by Metro AG when Metro AG receives the relevant goods, Metro AG will organize the delivery of the goods to the address of the relevant buyer according to Article 2 above.
3.6 If Metro AG grants any refund or return request, the preferred seller can appeal the decision by contacting Metro AG and providing evidence supporting the appeal. If Metro AG supports the appeal of the preferred seller, it will pay all or part of the purchase price to the preferred seller. The preferred seller acknowledges and agrees that Metro AG's decision is final, decisive and binding, and promises and agrees that it will not bring a lawsuit against Metro AG or its affiliated companies or make any claim through other channels.
4. The rights of ordinary sellers
4.1 For the purpose of this refund and return policy, ordinary sellers refer to sellers who are not mall sellers or preferred sellers.
4.2 When Metro AG receives the buyer's application for return and/or refund, Metro AG will notify the seller in writing. The seller can respond to the buyer's application according to the steps provided by Metro AG in the written notice. The seller must respond within the time limit specified in the written notice ("specified time limit"). If Metro AG does not hear from the seller within the specified time limit, Metro AG will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without notice to the seller. Metro AG will review each seller's reply on a case-by-case basis and decide for itself whether the buyer's application is likely to succeed under the circumstances described by the seller.
V. Returns and exchanges
5.1 In order to enjoy a worry-free experience when returning goods, the buyer shall ensure that the goods, including any free goods, such as accessories provided with the goods, must be returned to the seller in the state received by the buyer at the time of delivery. We will advise buyers to take photos after receiving the goods.
6. Return freight responsibility
(a) In case of unforeseen errors by the seller (i.e., damaged, defective or wrong goods are delivered to the buyer), the seller will bear the return freight of the buyer.
(b) If the buyer changes his mind, the buyer shall obtain the seller's consent before returning the goods, and the buyer shall bear the return freight.
(c) In the event of a dispute between the buyer and the seller regarding the responsible party for the return freight, Metro AG will decide the party responsible for the return freight at its own discretion.
Step 7 refund
7.1 The buyer will get a refund only after Metro AG receives the seller's confirmation that the seller has received the returned goods. If Metro AG does not receive a reply from the seller within the specified time, Metro AG will have the right to refund the applicable money to the buyer without notifying the seller. The refund will be returned to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between buyers and sellers
8.1 Metro AG encourages users to communicate with each other when there are problems in the transaction. As Metro AG is a platform for users to conduct transactions, the buyer should contact the seller directly to solve any problems related to the purchased goods.
