Refund policy

At Metolia, your satisfaction is important to us. This policy explains our 90-day returns policy, exchanges and refunds. Voluntary refunds for a change of mind are available only for eligible products returned untouched, unused and unopened in their original sealed packaging.

This policy should be read alongside our Terms of Service. Nothing in this policy excludes, restricts or limits any rights or remedies available to you under applicable consumer-protection law.

1. 90-Day Returns: Unopened Products Only

For eligible first-time purchases made directly from Metolia, you may request a voluntary return within 90 days of delivery. Refunds under this returns policy are available only when the product is returned untouched, unused and unopened in its original sealed packaging.

To qualify, all of the following conditions must be met:

• The product pouch has never been opened and all original safety and tamper-evident seals remain intact.

• No capsules have been removed, handled, sampled or consumed.

• The product has not been altered, damaged after delivery or resealed.

• The product remains in its original packaging and in the same condition in which it was delivered.

• You contact info@trymetolia.com within 90 days of the recorded delivery date and receive return authorisation before sending it back.

• The eligible product is returned to the address supplied by our support team and passes inspection.

Opened, used, partially consumed or unsealed products do not qualify for a voluntary change-of-mind refund, including where you have tried the product and are dissatisfied with the results. Resealing a pouch does not restore its eligibility.

Opening the outer shipping carton does not count as opening the product, provided the product pouch and all original product seals remain intact.

For orders containing multiple pouches, only eligible unopened pouches that are returned can be refunded. Opened or used pouches are excluded from voluntary refunds.

Important conditions

• The first-purchase return option in this section applies only to your first purchase of a particular Metolia product. Repeat orders are addressed in section 2.

• First-purchase claims are limited to one refund per product type, per customer.

• Voluntary refunds are issued only after the returned products have been received and inspected.

• The refund covers the amount paid for the eligible returned products after any discounts.

• Shipping, handling, express delivery and optional shipping-protection charges are non-refundable unless required by law.

• An exchanged or replacement product does not receive a new voluntary 90-day return period.

• Purchases made through third-party sellers or marketplaces are not covered by this voluntary policy and must be addressed with the original seller.

• We may refuse voluntary claims that contain false information or show evidence of fraud, misuse or repeated abuse of the policy.

The unopened-only conditions and the 90-day deadline apply to voluntary returns. They do not limit any refund, replacement or other remedy required by applicable consumer law, including for faulty, unsafe, damaged, incorrect or misdescribed products. Delivery issues are addressed separately in section 6.

2. One-Time Purchases and Repeat Orders

All Metolia purchases are one-time purchases. We do not offer subscriptions, automatic renewals or recurring billing. You will only be charged for the order you choose to place.

Repeat orders may be eligible for a standard voluntary return only if:

• You contact us within 90 days of delivery.

• The product remains untouched, unused and unopened in its original sealed packaging, with all original seals intact, and meets the condition requirements in section 1.

• You receive return authorisation from us before sending the product.

• The product is returned to the address provided by our support team.

• You are responsible for return shipping costs unless the product is faulty, incorrect or damaged.

Voluntary refunds are issued only after the returned product has been received and inspected. Original shipping, handling and shipping-protection charges are non-refundable unless required by law.

3. Order Cancellations

If you need to cancel or amend an order, email info@trymetolia.com as soon as possible.

We will make every reasonable effort to stop the order before dispatch. However, because orders may enter processing quickly, we cannot guarantee cancellation or amendment after an order has been placed.

We do not charge a cancellation or restocking fee when an order is successfully cancelled before dispatch.

Once an order has been dispatched, it can no longer be cancelled through our fulfilment system. You may still be able to return the order after delivery in accordance with this policy and any applicable statutory rights.

Address changes cannot be guaranteed after dispatch. Once an order is with the carrier, you may also need to contact the carrier directly.

4. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or incorrect, please contact info@trymetolia.com as soon as possible, preferably within seven days of delivery.

Include:

• Your order number.

• A description of the issue.

• Clear photographs or a short video showing the product and its packaging.

After reviewing the issue, we will arrange an appropriate remedy, which may include a replacement or refund. Where the issue is caused by Metolia or occurred during transit, you will not be charged additional shipping costs.

Please do not discard the affected product or packaging until we confirm that it is no longer required, as it may be needed for quality-control or carrier-investigation purposes.

The seven-day notification request helps us resolve issues quickly and does not limit any rights you may have under applicable consumer law. The unopened-only condition does not prevent you from requesting a statutory remedy after opening a product to discover a fault or other problem. Original packaging is not a condition of exercising statutory rights.

5. Exchanges

To request an exchange, contact info@trymetolia.com before returning anything.

For a voluntary exchange, the product must meet the untouched, unused and unopened requirements in section 1, with all original seals intact. Once the return has been accepted, we may arrange a replacement or ask you to place a new order. Exchanges or other remedies required by consumer law are handled separately from these voluntary conditions.

A voluntary exchange does not restart or extend the original 90-day return period or limit statutory rights relating to a replacement product.

6. Lost, Stolen or Undelivered Packages

Lost in transit

If tracking does not show delivery and your package appears to be lost in transit, contact info@trymetolia.com.

We will investigate the shipment with the carrier. Once the investigation has been completed, we may arrange a replacement or refund where appropriate. We may ask you to provide additional information or complete a statement confirming non-receipt.

Tracking shows “delivered”

If tracking shows that the package was delivered to the address provided at checkout but you cannot locate it, please:

1. Check around the delivery location and any designated safe place.

2. Ask household members, neighbours, reception staff or building management.

3. Contact the carrier using the tracking number.

4. Contact us if the package still cannot be located.

Packages confirmed by the carrier as delivered to the correct address are not automatically eligible for a refund or free replacement, except where required by law. We will still review the available delivery evidence and assist where reasonably possible.

Incorrect or incomplete addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

We may be unable to provide a free replacement or full refund where an order is lost, delayed or returned because the customer supplied an incorrect or incomplete address.

If the package is returned to us as undeliverable, we will contact you. Additional shipping charges may apply if you request reshipment. If a refund is approved, original shipping charges and any carrier return fees may be deducted where permitted by law.

7. How to Request a Return

For a voluntary return, obtain return authorisation before sending a product back.

To request a return:

1. Email info@trymetolia.com within the applicable return period with your order number and the product you wish to return. For a voluntary return, confirm that the product is untouched, unused and unopened. If it is faulty or incorrect, describe the issue instead.

2. Wait for our team to confirm whether the return is eligible.

3. Follow the return instructions and use the return address provided by our team.

4. Package the product securely and retain proof of postage.

Voluntary returns sent to an unauthorised address or without prior approval may not be accepted. These return procedures do not override your statutory cancellation or consumer rights.

8. Return Shipping and Original Delivery Costs

Unless otherwise required by law:

• Shipping, handling, express-delivery and shipping-protection charges are non-refundable.

• Customers are responsible for return shipping on standard returns and repeat orders.

• Metolia will cover reasonable return or replacement shipping costs where the product is faulty, damaged, incorrect or where we are otherwise legally required to do so.

• If we provide a prepaid return label for a return that is not caused by a product fault or Metolia error, its cost may be deducted from the refund where permitted by law.

• Any return remains your responsibility until it reaches the authorised return address. We recommend using a tracked service and keeping proof of postage.

9. Refund Processing

Approved voluntary refunds will be processed after we receive and inspect the eligible returned products. Refunds required by law will be processed within the applicable legal deadlines.

Approved refunds will be issued to the original payment method wherever possible.

We will email you when your refund has been approved and processed. After processing, your bank, card provider or payment service may require additional time to make the funds available.

Processing times at your bank or payment provider may vary. This does not affect our obligation to issue any legally required refund on time.

10. UK and European Consumers: Right of Withdrawal

If you are a consumer in the United Kingdom or European Economic Area and your purchase qualifies for a statutory right of withdrawal, you may notify us that you wish to cancel within 14 days beginning the day after you receive the goods.

Where this right applies, you generally have a further 14 days after notifying us to send the goods back, subject to applicable law.

To exercise this right, email info@trymetolia.com with your order number and a clear statement that you wish to cancel.

Where applicable:

• You may inspect goods as permitted by applicable law. Where legally permitted, we may deduct loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

• Sealed ingestible products that are unsuitable for return for health or hygiene reasons may lose their statutory cancellation eligibility once opened or unsealed.

• You are generally responsible for return shipping unless the product is faulty, incorrect or we have agreed otherwise.

• We will refund the price paid and any qualifying standard outbound delivery charge.

• Additional amounts paid for express or premium delivery are not refundable beyond the cost of standard delivery.

• Refunds will be made within the period required by applicable law and may be withheld until we receive the goods or evidence that they have been returned, where legally permitted.

These withdrawal rights are separate from Metolia’s voluntary 90-day returns policy. The voluntary unopened-only conditions do not remove a statutory right to cancel where that right remains available.

11. Australian and New Zealand Consumer Rights

For customers in Australia, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

For customers in New Zealand, your rights under the Consumer Guarantees Act 1993 may apply.

If a product is faulty, unsafe, materially different from its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

Metolia’s voluntary 90-day returns policy is additional to these statutory rights. Its unopened-only conditions and time limit do not apply to claims where consumer law requires a remedy.

12. International Returns

For orders returned from outside the country from which they were dispatched, the customer is responsible for return shipping costs and any associated customs charges, duties or taxes unless:

• The product is faulty, damaged or incorrect.

• The return is caused by an error by Metolia.

• Applicable law requires us to cover those costs.

Original import duties or taxes paid directly to local authorities may not be refundable by Metolia. You may need to request reimbursement from the relevant authority.

Always contact info@trymetolia.com before sending an international return.

13. Policy Amendments

We may update this policy from time to time. Any changes will take effect when published on our website and will apply to orders placed after the updated policy becomes effective.

The unopened-only voluntary return conditions apply to orders placed after this updated policy is published. Earlier orders retain the return terms and any applicable guarantees offered when those orders were placed. Changes will not retroactively reduce those rights or affect any non-excludable rights under applicable law.

14. Contact Us

For return, refund or order enquiries, please contact:

Metolia
Email: info@trymetolia.com

Please include your order number so we can assist you as quickly as possible. We aim to respond within two business days.