Refund Policy
This Refund Policy applies to orders placed with Metalume Advertising and General Trading for customers in the UAE, UK, India, and other agreed locations.
1. Customised Products
Most Metalume products are made, printed, branded, embroidered, engraved, or sourced specifically for each customer. Therefore, customised or special-order items cannot be cancelled, returned, or refunded once artwork approval, procurement, or production has begun.
2. Before Production Begins
If you wish to cancel an order before production begins, contact us immediately at info@mtlae.com.
If work, design, sampling, procurement, or administrative processing has already taken place, Metalume may retain a reasonable amount to cover costs already incurred. Any refundable balance will be confirmed in writing.
3. Incorrect, Damaged, or Defective Items
Please inspect your order promptly upon delivery. If items are damaged, defective, materially different from the approved specification, or incorrect, notify us in writing within 48 hours of delivery.
Your request must include:
• Order or invoice number;
• Description of the issue;
• Clear photographs or videos;
• Quantity of affected items.
Do not return goods without written authorisation from Metalume.
4. Resolution
Once a valid issue is verified, Metalume may choose an appropriate solution, including:
• Repairing the affected items;
• Replacing the affected items;
• Providing a credit note; or
• Issuing a partial or full refund for the affected items.
Refunds, where approved, will normally be made using the original payment method or another agreed method. Processing times may vary depending on banks, payment providers, and country.
5. Exclusions
Refunds or replacements will not apply where:
• Artwork, spelling, colour, dimensions, or specifications were approved by the customer;
• The product variation is minor and commercially acceptable;
• Damage occurred after delivery due to misuse, improper storage, or handling;
• The complaint is made after the stated reporting period;
• Goods were used, altered, or returned without authorisation.
6. Country-Specific Rights
This policy does not remove or limit any consumer rights that cannot legally be excluded in the UAE, UK, or India. Where mandatory local law gives a customer additional rights, those rights will apply.
7. Contact
For return or refund support, contact:
Metalume Advertising and General Trading
Email: info@mtlae.com
Website: www.mtlae.com