Política de reembolso

90-Day Return Policy (Unopened Products Only)

We offer a 90-day return policy for items that are unopened and unused. You have 90 days after receiving your item to request a return, provided the product is in its original, sealed condition.

To qualify for a return, the following conditions must be met:

•       Condition: The item must be in the exact same condition as when you received it — unused and sealed, with no signs of wear or tampering.

•       Tags and Packaging: All original tags must be attached, and the product must be returned in its original, undamaged packaging, including any branded boxes, pouches, or protective materials.

•       Proof of Purchase: A valid receipt or proof of purchase is required (e.g., order confirmation email or invoice).

Opened or used Metabolae products cannot be returned due to hygiene and safety reasons.

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90-Day Satisfaction Guarantee (Opened Products)

If you have opened and used Metabolae products and are not satisfied with the results, we still want you to feel supported. Our 90-Day Satisfaction Guarantee requires no physical return.

To qualify:

•       You must have used the product consistently as instructed for at least 14 days.

•       The request must be submitted within 90 days of delivery.

•       This guarantee is valid on your first order only and is limited to one refund per household.

•       Refunds are not issued for taste or subjective preference concerns, as these are not reflective of product quality or effectiveness.

•       A brief explanation or feedback may be requested to help us improve our service.

To request a refund under this guarantee, contact us at support@metabolae.com or call us at +1 (307) 357-3621 (available Monday–Friday, 10:00 AM – 2:00 PM EST).

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Order Cancellations

Orders can be cancelled within 3 hours of being placed. After this window, orders automatically enter our fulfillment queue and cannot be cancelled, as processing and shipment begin immediately.

If an order cannot be cancelled because it has already entered processing or shipment, you remain eligible to return the products once delivered, provided all return conditions above are met.

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Free Gifts & Promotional Items

Free gifts, bonus items, and post-purchase add-ons are not eligible for returns or refunds, whether used or unused.

•       Free promotional items are not eligible for refund or exchange, regardless of condition.

•       Limited-time post-purchase offers are final sale and cannot be modified, returned, or refunded due to deeply discounted pricing.

•       If you return the originally paid item that qualified you for a free promotional item, the free item(s) must also be returned unused. Failure to do so may result in a partial refund, with the value of the free item(s) deducted from your total.

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Shipping Fees

All shipping fees are paid directly to our shipping and fulfillment partners and are therefore non-refundable.

If a package is refused at delivery, a restocking and handling fee of 15% of the total order value will be deducted from any refund issued. This applies regardless of whether the original order qualified for free shipping, as shipping and handling costs are incurred at the time of dispatch and cannot be recovered once a delivery attempt has been made.

By placing an order with Metabolae, you acknowledge and agree to this policy. If you have any concerns about your delivery, please contact us at support@metabolae.com or call +1 (307) 357-3621 (available Monday–Friday, 10:00 AM – 2:00 PM EST) before refusing a package, as we are happy to assist with any issues.

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Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right. Reach us at support@metabolae.com or call +1 (307) 357-3621 (available Monday–Friday, 10:00 AM – 2:00 PM EST).

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Chargebacks & Payment Disputes

If a chargeback or payment dispute is active, a refund cannot be issued until the dispute is closed. We encourage all customers to contact us directly at support@metabolae.com or call +1 (307) 357-3621 (available Monday–Friday, 10:00 AM – 2:00 PM EST) to resolve any concerns before involving their bank. This allows us to process refunds much faster and avoid unnecessary delays.

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Exceptions / Non-Returnable Items

Certain items cannot be returned, including perishable goods, custom or personalized products, personal care goods, hazardous materials, flammable liquids or gases, sale items, and gift cards. Please contact us if you have questions about your specific item.

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Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

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European Union — 14-Day Cooling-Off Period

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition as received — unworn, unused, with tags and in its original packaging. A receipt or proof of purchase is also required.

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Refund Processing

We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@metabolae.com or call +1 (307) 357-3621 (available Monday–Friday, 10:00 AM – 2:00 PM EST).