Refund policy

At METROSORT STUDIO, we believe that a comfortable bathroom begins with thoughtful details, dependable accessories, and quality everyday essentials. Whether you have purchased a wall-mounted towel rack to create a more organized space, soft face towels for your daily skincare routine, or bath towels for a relaxing experience, we want every purchase to meet your expectations.

We understand that shopping online does not always guarantee that an item will be exactly what you envisioned. Our Return and Refund Policy is designed to provide a clear, fair, and convenient process for customers who wish to return an eligible product, request an exchange, or report an issue with an order.

1.1 Return Eligibility

Customers may request a return within 30 days after the date of delivery, provided the purchased merchandise meets the applicable return requirements.

To qualify for a standard return:

  • The item must be unused, unwashed, and in its original condition.

  • The product must not show signs of installation, mounting, alteration, or improper handling.

  • Original packaging, product labels, accessories, and included hardware should be retained whenever reasonably possible.

  • The item must not have been damaged through misuse, accidental handling, or improper storage after delivery.

  • The customer must provide a valid order number or other reasonable proof of purchase.

For bathroom textile products, including face towels and bath towels, we require that returned items remain unused and unwashed for hygiene and product-quality reasons. Opened, used, or laundered textile products may not qualify for a change-of-mind return unless required by applicable law or the product is defective.

Wall-mounted towel racks must be returned without installation damage, missing mounting components, or modifications made after purchase.

1.2 Products That May Not Qualify for Standard Returns

Certain items may be excluded from ordinary change-of-mind returns because of their condition or nature.

These may include:

  • Towels and other personal-use textile products that have been washed or used.

  • Bathroom accessories that have been installed or permanently modified.

  • Products with missing essential components or mounting hardware.

  • Items damaged by improper installation or handling.

  • Merchandise that has been altered or repaired without authorization.

  • Products identified as final sale, where such restrictions are clearly disclosed before purchase.

These limitations do not eliminate any rights customers may have concerning defective, damaged, misrepresented, or incorrectly supplied merchandise.

1.3 Damaged, Defective, or Incorrect Products

We take product quality and order accuracy seriously. If your wall-mounted towel rack arrives with damaged components, if a bath towel has a manufacturing defect, or if you receive an item different from the one ordered, please contact our customer service team.

When reporting an issue, please provide:

  • Your full name.

  • Order number.

  • Description of the problem.

  • Clear photographs of the product and any visible damage.

  • Photographs of the outer packaging when shipping damage is involved.

We recommend contacting us as soon as reasonably possible after discovering the issue.

After reviewing the information, METROSORT STUDIO may offer an appropriate resolution, including:

  1. Replacement of the affected item.

  2. Exchange for an equivalent product, subject to availability.

  3. A full or partial refund, depending on the circumstances.

  4. Another reasonable solution agreed upon by both parties.

Customers will not be required to accept an unsuitable resolution where applicable consumer protection laws provide additional remedies.

1.4 How to Request a Return

Our return process is designed to be straightforward.

Step 1 – Contact Customer Support

Send your return request to:

Email: [email protected]

Include your order number, the product name, and the reason for requesting a return.

Step 2 – Receive Return Instructions

Our support team will review your request and explain whether the item qualifies for return. If approved, we will provide the appropriate return instructions and destination information.

Please do not send merchandise to an address that has not been confirmed by our customer service team.

Step 3 – Prepare the Merchandise

Pack the product carefully to prevent damage during transportation. Include any original accessories, hardware, labels, and relevant order information.

For towel racks, ensure that removable mounting parts and included accessories are secured inside the package.

Step 4 – Send the Return

Ship the approved return according to the instructions provided by our team. Customers should retain the tracking number or shipping receipt until the return has been completed.

Step 5 – Return Inspection

Once the merchandise arrives, our team will inspect its condition and verify that the return meets the applicable requirements.

1.5 Refund Processing

Following approval of an eligible return, refunds will generally be issued to the original payment method.

We aim to process approved refunds within 5–10 business days after receiving and inspecting the returned merchandise.

Please understand that the actual posting time may vary depending on your bank, card issuer, or payment provider.

Refunds may include:

  • The purchase price of eligible returned merchandise.

  • Applicable taxes originally collected on the refunded merchandise.

  • Other amounts that must be refunded under applicable law.

Original shipping charges, if any, may not be refundable for ordinary change-of-mind returns unless required by law or the return results from our error.

For orders below $10.00, the $5.99 shipping charge is disclosed at checkout. For qualifying orders of $10.00 or more, standard shipping is free.

1.6 Exchanges

If you would prefer a different item rather than a refund, you may contact us to request an exchange.

Exchanges are subject to inventory availability and product condition.

For example, customers may request an alternative towel rack design or a different available towel variation. If the requested replacement has a different price, our customer service team will explain any applicable payment adjustment before proceeding.

1.7 Cancellations Before Shipment

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to stop an order that has not yet entered the fulfillment or shipping process.

Once an order has been dispatched, cancellation may no longer be possible. In that situation, customers may follow the applicable return procedure after receiving the merchandise.

1.8 Refunds for Lost or Undelivered Orders

If tracking information indicates that an order has not arrived within the expected delivery period, please contact us for assistance.

We may investigate the shipment with the relevant carrier and review the available tracking information.

Depending on the investigation, the appropriate solution may include reshipment, replacement, or a refund.

1.9 Our Commitment to Fair Treatment

METROSORT STUDIO aims to handle every return request consistently and in good faith. We do not intend to use this policy to exclude remedies that customers are entitled to under applicable federal or Florida law.

Nothing in this policy limits rights that cannot legally be waived.