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After-sales service protocol
The final customer has 48 hours to report possible incidents to the distributor.
How should you proceed when receiving a shipment?
All our items leave the warehouse with the packaging in perfect condition.
The first thing you should do is check that the number of received packages matches those sent. The second, check each package externally with great attention in order to find signs of having been hit or manipulated, such as bumps, dents, holes, boxes in poor condition, seals of couriers or any sign that may lead to suspicion that the goods It may be damaged. It is obligatory to leave a signature on the delivery note of the driver or messenger, either in paper or digital (PDA) "BULTO VISUALLY DETERIORATED" if these signs are present. Not signing a package as VISUALLY DETERIORATED and then presenting images that show visible damage to it will automatically reject the incident.
How to proceed in case of incidence?
In Metricashop you will have up to 5 calendar days from receipt of the merchandise to open an incident from your Metricashop account through the Contact us link. This term is much longer than the usual 24 / 48h term offered by others.
Once you have accessed the contact area you must choose the Logistics and After Sales channel to direct your query to the correct department.
• Order not received , for inquiries about shipments that have not yet received or for shipments in which you have not received all the packages sent (partial receipt).
• Order Received , to report incidents after receiving all the packages of your order. You must provide all the required documents as requested. Sending incorrect, inaccurate documents, or the absence thereof, will invalidate the possibility of any claim and will result in the cancellation of the incident.
You can find all the information requested in the packing list that is attached to all our shipments. This includes your order, the references requested, the stamps or numbers of the operators who prepared your order (check control 1 and 2).
It will be necessary to provide a clear explanation with the maximum possible details in the Comments field. You must also add the requested images of the object of the claim in the attachments.
Return of products in perfect condition
Metricashop does not buy back merchandise if a customer wishes to return a product in perfect condition, will not accept the return in any case.
How to return the defective merchandise to Metricashop?
Metricashop gives an exceptional service of free collection to the client for those products with factory defect that has been gathering from its customers.
You must access your Control Panel, go to the Contact Us tab and create a message with attached photographs if necessary explaining the case.
They must prepare the package in optimum conditions and for this they must introduce all the defective products inside a box / s of big cardboard. Keep in mind that the original boxes of the products themselves must arrive intact, without stickers or deterioration. Therefore, it is essential to reinforce cardboard boxes and a good seal.
You must adhere to each package the label that our support will provide. Do not forget to print and paste on each package this label that contains the RMA number associated with your collection, the package number and an identification bar code.
The warranty covers manufacturing defects and in no case covers wear or misuse. We will only return the money from those products with a factory defect, so you should pay close attention to those who already show symptoms of being worn or with blows. In the case of damaged packaging or with transport stickers, 100% of the value of the product will not be returned. For this reason, it is important that they reinforce the merchandise with another cardboard box and not damage the product itself.
Once the products have been received, Metricashop will analyze each one of them and once they are verified, the substitution or payment will be made, as appropriate. The tickets will be made in the same way that the purchase was made. The process of checking and reimbursing the merchandise can last several weeks from its reception in our warehouse.
In which cases will Metricashop not return 100% of the value of the product?
- When the products show clear symptoms of misuse, unjustified wear, or arrive in an unhealthy state.
- In the case of products without a box or returned with the damaged box, or with transport stickers that make the boxes unusable, 50% of the value of the product will be deducted.
- In the case of products with missing parts or accessories, or whose description of the failure does not correspond to reality, the payment will not be made.
Very important: no product will be paid back to Metricashop that does not present anomalies or whose description of return does not correspond to reality, and will be deposited in our warehouse. You will receive a notice in this regard, from which you will have 7 days to confirm if you want the return of such merchandise to your warehouses, after payment of the shipping costs. In the event that we do not receive confirmation or payment in the aforementioned period of 7 days, said merchandise will be destroyed in a recycling plant, without it being possible any subsequent claim on it to Metricashop.
When is the refund money refunded?
Once the merchandise is received in our stores, and after checking the status of the same, we will proceed to refund the amount by the same route of purchase. Keep in mind that the reimbursement process could take several weeks to evaluate the merchandise received.
What happens if you do not pick up an order?
When an order is not picked up by the recipient, it is returned to our warehouse. Once it is received in the warehouse, it is managed automatically by the team and passes to the administration department to process the payment.
The shipment of the order, as well as the return to the warehouse, cause transport costs, which will have to cover the company or person who has made the order. Therefore, you will receive a corresponding payment for the return of the order, discounting the round-trip postage.
Keep in mind that the process of this management can last several weeks.
How much is the guarantee time?
Offering the highest quality and the best guarantee is our commitment to our customers. All items are guaranteed for a period of two years from the date of delivery.
What does not include the guarantee?
- Deficiencies caused by negligence, bumping, use or improper manipulation, unsuitable tension, incorrect installation, or materials subjected to wear and tear due to normal use are not included.
- In the case of computer items, the guarantee will not cover the elimination of viruses, restoration of programs for this reason or the reinstallation of the disk caused by the deletion of the same.
The guarantee will lose its value ...
- If any data of the same or proof of purchase is modified, altered or replaced.
- If the identification number or the guaranteed device itself is manipulated or repaired without knowledge by the Technical Service.
Information regarding online dispute resolution pursuant to Art. 14 Para. 1 of the ODR (Online Dispute Resolution Regulation):
The European Commission gives consumers the opportunity to resolve online disputes pursuant to Art. 14 Para. 1 of the ODR on one of their platforms. The platform (http://ec.europa.eu/consumers/odr) serves as a site where consumers can try to reach out-of-court settlements of disputes arising from online purchases and contracts for services.