RETURN AND EXCHANGE POLICY

At Metro Muscat your satisfaction is a guarantee. If you are not satisfied with your purchase, we will take back sold product/s within fifteen (15) days from the date of collection or Home Delivery of the product/s Based on the conditions described below.

The product must be in its original condition and packaging, and must include all accessories and documentation. Products that are not eligible for return or refund cannot be returned or refunded. The product return & refund process will initiate only if the customer submits a return complaint registration through the official website of www.metromuscat.com.

If you are based in OMAN you can return your purchase for free, but if you are located overseas, you will have to bear the cost of returning the item to us. Please make sure to mark your parcel as “returned goods” to avoid being charged additional duties. Don’t forget to ask your courier for a tracking number or proof of shipping to track your parcel and to have proof that you’ve sent it. Please make sure to send request us through user portal or email info@metromuscat.com to initiate the return.

Customs duties and sales taxes are non-refundable. Please note that exchanges and returns will be submitted through the same customs procedures, therefore are applicable for duty and tax again.

Please be aware that in order to receive a refund or exchange, the item(s) must be unworn/ unused and in perfect condition, with all the labels attached and in the original packaging. Where provided, any designer packaging such as authenticity cards, dust bags, and leather tags should be included as part of your return. We will not accept returns that do not adhere to the specified conditions outlined. If you are sending the item and it is not approved for a refund, you might have to bear the cost of shipping it back to you.

Briefs, swimming costumes and bikini bottoms should be tried on over underwear. Returns will not be accepted if the protection strip has been removed (swimming wear) or if the items are soiled (lingerie).

All returns should be sent back in their original packaging provided. Please ensure when returning the parcel that the packaging is properly protected. Until we receive the package, it is under your responsibility.

Once the parcel is received in our offices, the items will be checked and your request will be approved or denied. If approved, your refund will be completed onto the original mode of payment- if credit or debit card- and will be processed within 15 to 45 days depending on the issuing bank.

We work hard aiming that every item arrives in great condition but if you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise us as soon as possible. We will arrange a return and process a refund for the defective item.

Please note that to the nature of customized orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customized pieces were damaged or faulty when delivered to you.

Please feel free to address any additional questions you may have to our Customer Care Representative by writing us an email to info@metromuscat.com

Order cancellation policy

All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process, we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:

If you cancel your order BEFORE it has been shipped, you will be assessed a 5% cancellation fee before credit is issued.

If you cancel your order AFTER it has been shipped, you will be assessed including Shipping charges.