Return Policy

Within 30 days from the date of the purchase, you have the option of returning the purchased items, while you are entitled to replace the item or receive a refund.

The item you want to return or replace must be undamaged. It must be returned in original and undamaged packaging with all attached equipment. Otherwise, the claim will be rejected or partially dismissed.

Within 30 days of receiving the package, please inform us in writing that you are canceling the contract via email (order@metoshop.com) and return the product to our address: eRocket e.U., Mitterstrasse 5/12, 8055 Graz, Austria.

The cost of shipment is on side of the sender. Shipments with unpaid shipping are not accepted.

If we do not receive written cancellation of the contract within 30 days from the receipt of the shipment, repayments or replacements cannot be made.

If you aren’t satisfied with your purchase, you may be eligible for a return or exchange depending on the situation and the type of item you have purchase. We reserve all the rights to charge a handling fee on all items returned for non-quality issues.

If we shipped you the wrong item: You have two options:
1. Exchanging it for the correct item
2. Returning it for a full refund. Customers must confirm their eligibility for an exchange or return with our customer support team before sending the items back. In many cases, you have 30 days after dispatch of your order to contact our support team via mail (order@metoshop.com) and request a return or exchange. Make sure to read the product-specific policies below for more details (when applicable) and exceptions.

If an item is missing from your order:
Contact our support team via mail (order@metoshop.com) to inform about the missing item from your order. Once we confirmed that an item is missing, we will offer a full refund of the item value or initiate the replacement process.

If your package is lost during shipping:
Contact our support team via mail (order@metoshop.com) to inform us you didn’t receive your package. Once we confirm with the courier company that your package is lost, we will offer a refund or resend the items.

If we shipped you a defective or damaged item:
You are eligible for a full refund or exchange. At the time of requesting refund, please provide the photographs clearly showing the problem with the item and your order number to our support team via mail (order@metoshop.com).
If you believe your item was damaged during shipping, our support team will also need photographs showing the damaged packaging as well as “Proof of Damage” documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it’s damaged during shipping, you can reject it. Metoshop will ship you a new item at the earliest date possible.

“The 30-Day Money Back Guarantee” is available under following circumstances:
1. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, within 30 calendar days from the date of dispatch.
2. Return must be authorized by metoshop.com via mail (order@metoshop.com).
3. Item must be returned in its original & resell condition – packaging must not be broken where applicable.
4. Return postage and handling is buyer’s responsibility.
5. Refund does not include original shipping costs. Refund method will be determined by metoshop.com.

Where “The 30-Day Money back Guarantee” is not available, or “The 30-Day Money back Guarantee” period is expired:

A. Return of Non-Broken Item within Warranty Period
1. Metoshop.com may reject and returns under below circumstance at our discretion:
* The detailed size cart is included in the description. The size you choose does not fit you well.
* The 30-Day Money back Guarantee period expired.
* The order was placed by mistake but wasn’t canceled within 12 hours.
2. Return must be authorized by metoshop.com via mail (order@metoshop.com).
3. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, transaction ID.
4. Item must be returned in its original and resell condition and packaging must not be broken or damaged where applicable.
5. Return postage and handling is buyer’s responsibility.
6. Under any circumstances we will not refund the original shipping cost.

B. Return of Broken Item within Warranty Period
1. Refer to Warranty Policy for warranty information.
2. Return must be authorized by metoshop.com vial mail (order@metoshop.com).
3. Item must be returned to us with proof of purchase such as Order ID, Invoice ID, transaction ID.
4. Item must be returned in reasonable condition and original packaging where possible, and must include all accessories unless approved by metoshop.com.
5. Return postage and handling is buyer’s responsibility.

Warranty Policy

1. All warranties are back-to-base warranties.

2. Where applicable, the warranty offered for the products sold by metoshop.com are the manufacturer’s warranty, and therefore warranty related inquires must be made directly to the manufacture.

3. Where there is no manufacturer’s warranty available, metoshop.com offers the warranty.

4. In the event of a warranty claim, regardless of manufacturer’s or metoshop.com warranty, all warranty related shipping costs (both ways) are buyer’s responsibility, unless in the event of Dead on Arrival (DOA), or incorrect handling by us, we will pay for all warranty related shipping costs.
* DOA or incorrect items must be returned to us for testing and verification within 7 days of initial shipping.
* If DOA item is tested to be working, it will be returned to you at your own cost.
* If DOA item is not received by us within 7 days of initial shipping, it will be treated as normal warranty item.

5. Metoshop.com warranty is limited to replacement, repairs or refund or the item, to be determined by metoshop.com.

6. Warranty does NOT apply to damages as a result if misuse of any form or improper care by the user.

7. If refund is determined by metoshop.com to be necessary, we will NOT refund original shipping cost.

8. Warranty does NOT cover normal wear and tear, or damages caused by or resulting from any form of misuse or improper use by the user.