Payment, Refunds and Exchanges

Refunds and Exchanges

There are generally two reasons for returns:

1. IF PRODUCTS ARRIVED DAMAGED OR NOT AS DESCRIBED
If product arrived damaged or not as described, please send us some photos of the damaged items and we will replace the order by shipping new products or refund the orders in full.

2. IF YOU NEED TO RETURN THE PRODUCTS FOR ANY OTHER REASON OTHER THAN THE ABOVE
If you're not happy for any reason other than the above, you may return eligible metavaya.com items within 30 days of receiving the order back to our warehouse in China, provided that the items are unused and in original condition, including all original packaging. Please note this does not apply to orders that have been customised.

3.If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

4.If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Any refunds and exchanges need to contact us, any refunds and exchanges need our pre-authorization, otherwise we will reject the package.

We are sure that you will like it when you receive a lighting order from metavaya.com, but if you don’t like it for any reason, please send us a quick line through our contact us page or contact us by email support@metavaya.com, we Will do it right.

What should I do for refunds and exchanges?

No matter if you need to return or claim for any reason, please contact us via email support@metavaya.com or contact us page. You need to tell us the reason for your application and attach a clear photo of the problem, so that we can quickly identify the problem for quick Solve the problem,

What is the time frame for accepting returns?

All returns and claims must be pre-authorized by metavaya.com via email (support@metavaya.com) within 60 days of receipt, with the reason stated by you. Except for items damaged during transportation or mistakes made on our behalf, metavaya.com does not bear any return shipping costs. metavaya.com will only refund the cost of the goods (excluding shipping costs) or provide store credit.

metavaya.com requires customers to pack and ship returned items in their original condition. After we receive the returned item, please allow us to process the refund within 5-7 working days. Goods damaged in transit are eligible for return shipping fees or replacement, and provide a clear photo proof of the damaged item and packaging condition, because metavaya.com needs this information to file a damage claim. International orders that are lost or damaged in transit may also require electronic signature processing.

Shipping damage claims must be filed within 7 days of receipt and sent by email to support@metavaya.com. Clear photos of the damaged product and corresponding packaging must be provided, and the packaging must be retained until further notice. Products that have been installed or assembled will not accept shipping damage claims.

How soon will I receive the refund?

After waiting for the package to be returned, if the tracking number information is updated, we will refund the customer immediately.
Usually the refund is returned to the customer's credit card in the same way, and it takes about a week for the refund to be returned to the credit card.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.

Eligible partial/full refund and replacement

-Any item in a non-original condition, which means damage or missing parts due to reasons other than our fault.
-Any item is different from the description of the item.
-Any item returned to the sender without delivery.
-Any item has not been delivered within 90 days.

All the above cases can be refunded and replaced in part/full.

Non-refundable, gift card

Order Confirmation

The order confirmation will be sent to the email address or mobile number you registered when you placed the order immediately after you place the order.

The delivery confirmation will be sent to the email address or mobile number you registered when you placed the order within 2-7 days after you receive the order confirmation.

If you have not received one of the above confirmation emails, please contact us at "support@metavaya.com".

Order Cancellation

Cancelling orders is only possible within 4hours after order confirmation. After this time, we cannot provide a refund. (Sometimes, if the order hasn't been shipped, we may available to cancel your order, so please contact us if you haven't received the shipment confirmation.) 

Our Returns Process

Step 0: Read our return policy above to determine whether your order qualifies to be refunded/returned.

Step 1: Submit an inquiry including your reason for return at support@metavaya.com

Step 2: We confirm the refund amount you qualify for depending on your reason for return and items in your order.

Step 3: We provide the return address and shipment labelling instructions. If you do not follow our instructions, we cannot give you your refund.

Step 4: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels. Please print out your order confirmation email and include it in the returning package.

Step 5: Notify us via email that you have sent your return and provide us with your tracking number if applicable.

Step 6: After waiting for the package to be returned, if the tracking number information is updated, we will refund the customer immediately.

Refunds (if applicable)