Return and Refund Policy

METROPOLITAN TRADING LIMITED (“we,” “us,” or “our”), a company registered in England and Wales under registration number 14157815, with a registered address at 35 Firs Avenue, London, England, N11 3NE, operates the website https://meisoni.com/ (“the Website”). This Return and Refund Policy outlines the terms and conditions for returning products purchased from our merchandise store and processing refunds for customers in the United Kingdom (UK) and all European Union (EU) countries.

1. General Information

We aim to ensure customer satisfaction with our wide range of products offered at favorable prices, as listed in our product catalog. If you are not satisfied with your purchase, you may be eligible to return the product and request a refund or exchange, subject to the terms below. This policy complies with the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive (2011/83/EU) for online purchases.

2. Eligibility for Returns

2.1 Online Purchases (UK and EU)

For products purchased online through https://meisoni.com/, you have a legal right to cancel your order and return the products within 14 calendar days from the day you receive the goods (the “cooling-off period”). This applies to all customers in the UK and EU.

• Notification: You must notify us of your intent to return within 14 days of receiving the goods. You can do this via email at support@meisoni.com or through the “Orders & Returns” section in your account on the Website.
• Return Period: After notifying us, you have an additional 14 calendar days to return the items to us.
• Condition: Products must be returned in their original, resalable condition (unused, unassembled, with all original packaging and tags intact). Items that do not meet these conditions may not be eligible for a full refund.

2.2 Exemptions

The following items are exempt from the 14-day cooling-off period:

• Personalized goods (e.g., customized or embroidered items).
• Perishable goods or items with a short shelf life.
• Sealed goods (e.g., hygiene products) that have been unsealed after delivery.

2.3 Faulty or Incorrect Items

If a product is delivered faulty, damaged, or not as described (e.g., differing significantly from the Website’s description or images), you may return it within 30 calendar days of receipt, regardless of whether it was purchased during a sale or at a discount. We will cover return shipping costs for faulty or incorrect items.

3. Return Process

1. Notify Us:

• Log in to your account on https://meisoni.com/, go to Orders & Returns, select the order, and click Return item(s).
• Alternatively, email support@meisoni.com with your order number, the items you wish to return, and the reason for the return (e.g., change of mind, faulty, incorrect).

1. Pack the Items:

• Ensure items are in their original condition, including all packaging, tags, and accessories.
• If original packaging is unavailable, use secure, appropriate packaging to prevent damage during transit.

1. Ship the Items:

• We will provide a return shipping label for faulty or incorrect items. For non-faulty returns, you are responsible for return shipping costs unless otherwise stated.
• Send the package to: METROPOLITAN TRADING LIMITED, 35 Firs Avenue, London, England, N11 3NE.
• Retain proof of postage, as we are not responsible for items lost in transit without tracking.

1. Inspection:

• Once received, we will inspect the items within 5–7 working days. We will notify you via email of the approval or rejection of your return.

4. Refunds

4.1 Refund Eligibility

• Non-Faulty Items: If returned within the 14-day cooling-off period in resalable condition, you will receive a full refund of the product price (excluding VAT and original shipping costs, as prices on the Website are listed without VAT).
• Faulty or Incorrect Items: You are entitled to a full refund, including original shipping costs, or a replacement/exchange if preferred.
• Sale/Discounted Items: Sale items purchased online can be returned within 14 calendar days of receipt, subject to the same conditions as non-sale items.

4.2 Refund Processing

• Refunds will be processed to the original payment method within 5–7 working days after we approve the return.
• Depending on your bank or card provider, it may take an additional 3–5 working days for the refund to appear in your account.
• If you believe the refund amount is incorrect, check your order summary for applied discounts. If issues persist, contact us at support@meisoni.com.

4.3 Non-Refundable Costs

• Return shipping costs for non-faulty items are not refunded unless we made an error (e.g., sent the wrong product).
• Additional fees, such as customs duties or import VAT for EU customers, are not refundable.

5. EU-Specific Considerations

For customers in the EU:

• Cooling-Off Period: The 14-day cooling-off period applies to all online purchases, as mandated by the EU Consumer Rights Directive.
• Customs and Duties: You may be responsible for customs duties or import VAT when returning items, depending on your country’s regulations. These are not covered by METROPOLITAN TRADING LIMITED.
• Conformity Guarantee: Products are covered by a 2-year legal guarantee of conformity under EU law. If a product is faulty or not as described within 2 years, you may request a repair, replacement, or refund.

6. Faulty or Damaged Items

• If an item arrives damaged or becomes faulty within a reasonable time (as defined by the UK Consumer Rights Act 2015), contact us within 30 calendar days of receipt at support@meisoni.com with photos of the issue.
• We will provide a prepaid return shipping label and arrange a refund or replacement upon inspection.
• For faults discovered after 30 days but within 6 months (or 2 years in the EU), you may still be entitled to a repair or replacement, subject to inspection.

7. Contact Us

For questions or assistance with returns and refunds, please contact:

• Email: support@meisoni.com
• Post: METROPOLITAN TRADING LIMITED, 35 Firs Avenue, London, England, N11 3NE
• Consumer Advice: For UK customers, contact the Citizens Advice consumer helpline at 0808 223 1133 or online for additional support. EU customers can contact their local consumer protection agency.

8. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in our practices or legal requirements in the UK and EU. Updates will be posted on this page with a revised “Last Updated” date. Please review periodically.