Complaints and returns
- If you wish to file a Complaint Request please fill in the online form here. You will need your Order Number as well as the E-mail address used when placing your order.
- We will thoroughly review your request and get back to you with more information as soon as possible.
- Please note that it is not necessary to immediately send the goods back to us. In many cases only the photographs are sufficient enough for the Complaint Request to be approved.
- If you wish to file a Return Request please fill in the online form here. You will need your Order Number as well as the E-mail address used when placing your order.
- Your request will be thoroughly reviewed and our team will get back to you as soon as possible with more details about how to send the goods in question back to us.
- Please note that return cost reimbursement is possible only via the PayPal Return Cost Reimbursement for which one has to be registered beforehand. For more information about this service please visit this page.
Returns to our local addresses
Please note that you can use our local addresses in instances that you send goods back to us from one of the following countries:
Spain, France, United Kingdom, Belgium, Netherlands and Italy - in these cases please wait for the customer support to get back to you with more detailed information.
In other cases, please return goods to our main headquarters, address of which is stated below.
Metalshop HQ Address
METALSHOP.CZ s.r.o. - insert Order Number
Important notes and additional information
- If you wish to return goods within the standard, 14-days period without giving a specific reason, then please be aware that the goods in question have to be in their original conditions, unused and undamaged.
- Products have to be packaged properly in order to avoid any possible damage during the shipment, preferably in their original packaging too.
- Please note that we do not accept any packages send to us as a CASH-ON-DELIVERY and these will be send back to you on your cost.
- Your request will be thoroughly reviewed by our stuff within 3 working days after which you'll be informed of its eventual (dis)approval.
- If you wish to exchange an item please note that the standard procedure is to return the goods in your possession back to us and place new order.
- When returning goods, you shall be reimbursed the amount within 30 days from the day our staff receives the returned products, however usually is this period much shorter.
Online dispute resolution
Effective February 15, 2016 the EU Commission has created a platform for extrajudicial dispute resolution. This gives consumers the opportunity to resolve disputes related to online orders without the requirement for a judicial process involving courts and judges. This dispute resolution process is available via the external link at: http://ec.europa.eu/consumers/odr/.
However we are not obliged to and unfortunately can not offer our participation in any such alternative dispute resolution before out-of-court (non-judicial) entities. If you have a complaint, please contact us at firstname.lastname@example.org