Purchase & Order Cancellation Policy

Last updated: 18 October 2026

At Metolia, we believe purchasing should be clear and transparent. All purchases are one-time orders. You are charged only for the order you choose to place, and no future orders or recurring payments are automatically created.

This policy explains how purchases, order changes, cancellations, returns and refunds are handled. It should be read alongside our Terms of Service and Returns & Refunds Policy.

1. One-Time Purchases

Every Metolia purchase is a single order with no recurring commitment.

• You are charged only for the order placed.

• No future orders or payments are automatically created.

• If you want another order, you must place it yourself.

The product price, quantity, any applicable discounts, shipping charges and taxes will be displayed before you complete your purchase.

2. Order Confirmation and Payment

After placing an order, you will receive an order confirmation email showing your purchase details.

Please review your confirmation email and contact info@trymetolia.com promptly if you believe any order details or charges are incorrect.

Your payment relates only to the order you have placed. Placing an order does not authorise Metolia to create future orders or take recurring payments.

3. Changing or Cancelling an Order

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

Please include:

• Your full name.

• The email address used to place the order.

• Your order number, if available.

• A clear explanation of the change or cancellation requested.

We will make every reasonable effort to change or stop an order before dispatch. However, because orders may enter processing quickly, we cannot guarantee changes or cancellations after an order has been placed, subject to your statutory rights.

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 request a return in accordance with our Returns & Refunds Policy and any applicable statutory rights.

4. Delivery Address Changes

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

If you notice an address error, email info@trymetolia.com immediately. We will try to update the address before dispatch, but changes cannot be guaranteed once an order has entered processing.

After dispatch, you may also need to contact the carrier directly. Please refer to our Shipping Policy for further information about delivery issues and incorrect addresses.

5. Returns and Refunds

Under Metolia’s voluntary 90-day returns policy, eligible first purchases and repeat orders may qualify for a refund only when the returned product is untouched, unused and unopened in its original sealed packaging, with all original seals intact. The full eligibility requirements in our Returns & Refunds Policy apply.

To request a voluntary return, contact info@trymetolia.com within 90 days of delivery and obtain return authorisation before sending the product back. Voluntary refunds are issued only after the eligible returned products have been received and inspected.

Opened, used, sampled, partially consumed or resealed products do not qualify for a voluntary change-of-mind refund. Opening the outer shipping carton does not count as opening the product if the pouch and all original product seals remain intact.

These voluntary return conditions do not limit any refund or other remedy required by law, including for faulty, damaged, unsafe, incorrect, misdescribed or undelivered products, or incorrect or unauthorised charges.

6. Statutory Cancellation Rights

This policy does not exclude, restrict or replace any cancellation, withdrawal, refund or consumer-guarantee rights available under applicable law.

Customers in certain countries may have a statutory cooling-off or withdrawal period after placing or receiving an order.

Where the applicable health or hygiene exception applies to a sealed ingestible product, opening or unsealing it may affect a statutory change-of-mind cancellation right. This does not remove rights relating to faults or other failures to meet applicable consumer guarantees.

Please review our Returns & Refunds Policy or contact info@trymetolia.com if you wish to exercise a statutory cancellation right.

7. Cancellation by Metolia

We may cancel an order where reasonably necessary, including when:

• A product is discontinued or unavailable.

• A payment cannot be collected.

• We are unable to deliver to the supplied address.

• We reasonably suspect fraud or unauthorised payment activity.

• A customer materially breaches our Terms of Service.

If Metolia cancels an order after payment has been collected but before the product is supplied, we will refund the amount collected for that cancelled order, including any delivery charges attributable to it. We will notify you if your order is cancelled.

8. Policy Updates

We may update this policy from time to time. Updates apply to orders placed after the updated policy takes effect, subject to applicable law.

Changes do not retroactively reduce rights attached to orders already placed or remove return terms or guarantees applicable when those orders were placed.

9. Contact Us

For purchase, order-change or cancellation enquiries, 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. If you need to cancel an order, please use “Order Cancellation” as the subject line of your email. This subject line helps us identify your request but is not a condition of cancellation.